Return and Exchange Policy

 Return and Exchange Policy

 

DBTWEAR

Customer Support : dbtwear2023@gmail.com

   If your order meets the following return and exchange policy within 7 days of receiving the goods, we will provide you with return and exchange services:

  Please note that personalized customized products (including but not limited to engraving or other customized products) and other products that are indicated on the product page or notified to you at the time of submitting the order that are non-refundable due to their nature cannot be returned or exchanged, except for quality issues. The goods that meet the return and exchange conditions must be returned to the seller within 7 days from the date of delivery.

  Additionally, please note that any product damage caused by factors other than our fault is not considered a quality issue.

 1.Return and Exchange Conditions

   Returned goods must be purchased on the official website of DBT Indonesia (https://dbtwear.net/).

  (1) The following conditions apply to returns:

   If the product is intentionally damaged or cannot be used normally due to improper operation (such as water damage, collision, or malicious damage), no refund will be given.

• If the return request is due to the wrong choice of style, color, etc. when the customer placed the order, please contact us in advance through dbtwear2023@gmail.com Customers should contact logistics to return the goods themselves and provide us with the waybill number. The cost of replacement will be borne by the customer. If the wrong style or color was sent due to warehouse problems, please contact us. We will arrange logistics pick-up and exchange, and the cost will be borne by DBT.
• Any other product that has been indicated on the product page or notified when submitting the order is non-returnable.
• If there is a need to return the product due to quality problems, an unboxing video of the product is required to prove that the product was damaged when received. We will not accept returns without an unboxing video.
• For questions about system settings (including but not limited to language settings, device links, etc.), please check the manual attached to the product or contact us to ask how to set it up. We do not accept return requests for such questions.

    (2) Please ensure that the returned product and all packaging, labels, accessories, related documents and gifts are in good condition, and that it is brand new and unused, which will not affect the secondary sales, and is in the same state as when you received the product.

   (3) If the products with non-quality problems do not communicate with us before returning them, we will refuse to accept the products and will not bear any responsibility. If the returned goods are checked and confirmed not to meet our return conditions, we will use the designated courier company to return the goods to the delivery address of the original order, and the cost will be borne by you.

    (4) If the product has quality problems, please contact us to confirm whether it is a return or a replacement. The replacement conditions are the same as the above return conditions. Unless otherwise mandatory, exchanges are limited to products of the same type (possibly in a different color) as the original sold product.

     2.Return and exchange process

    (1) If you need to return or exchange a product within 7 days of receiving it, please contact us at dbtwear2023@gmail.com Our after-sales customer service team will request your order number, mobile phone number, return pick-up address, reason for return, product photos/videos, and other information for registration. If the return and exchange conditions specified by us are met, we will approve your return/exchange request.

   (2) If the return is due to product quality issues, our customer service team will arrange for a courier to pick up the returned product at a time that is convenient for you. Please ensure that the returned product meets the return criteria, and include the complete original shipping list in the package with the product.

    If the return is not due to quality issues, you should contact the logistics company to return the goods and provide the waybill number. After receiving the goods, our warehouse will replace the product for you after confirming that it does not affect secondary sales. The logistics fee will be paid by the customer.

    (3) After receiving the product, our warehouse will check it according to the "return and exchange conditions" mentioned above, to ensure that each returned product meets the conditions. If the returned product meets the conditions, we will refund the agreed amount (in principle, the actual amount paid when purchasing the product) minus the necessary handling fee (if any) to your original payment account. Due to operational procedures of the bank and/or third-party payment platform, the refund amount may take slightly longer to reach your account.