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Returns

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. 

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from Dluxe Merch will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products/documents/PDFs
Some health and personal care items

Please do not send your purchase back to the manufacturer. Our support team will provide you with the address of our warehouse.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Returns made without receipt may be refused. Dluxe Merch reserves the right to deny any return.

To complete your return, we require a receipt or proof of purchase.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

Please contact our Customer Support team (Contact Us Page) to start the return process. Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees. 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.

Incorrect Shipping Address Refund (if applicable)


When you place an order with us, we fulfill and deliver your items to the address you provide us. You are responsible for filling this address out correctly and double checking to make sure it's correct. We send you a confirmation email directly after you place an order with us with all the details you provided us. We can't issue you a refund if you gave us a wrong address.

 

Customs Fees/Import Duties (if applicable)


You are responsible for knowing about these as well as paying for them. We will not reimburse you for these.


Refunds (if applicable)


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you would like to skip the process of sending our products back to us, we can issue you a partial refund (price that you paid minus the cost of the product(s)).

Order Cancellations


If it has been less than 24 hours since you ordered your item(s), we can cancel your order and give you a full refund. If it has been more than 24 hours, we can cancel your order but only give you a refund of what you paid minus the cost of the product/shipping it out to you. If you would like a full refund, you will have to wait until your item(s) get to you, then you will have to ship your items back to our warehouse. Once we receive and confirm the condition of the returned items, then we can issue you a full refund.

Late or missing refunds (if applicable)


If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@dluxemerch.com or here

Exchanges (if applicable)


We only replace items if they are defective or damaged. We can also replace items if they are the wrong size and if at the same time, we didn't provide you with a size chart. If we provided a size chart and you ordered the wrong size, we can't do an exchange. If you need to exchange it for the same item, send us an email at support@dluxemerch.com or here

Gifts


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.