Returns & Refunds Policy

We want you to be happy with your order. If something is wrong, this policy explains what we can do and how to ask for it.

The return window

You can request a return within 7 days of receiving your order. After 7 days we are unable to offer a refund or exchange.

Eligible items

To be eligible for a return, an item must be:

• unused and in the same condition you received it;
• in its original, unopened packaging; and
• accompanied by your order number or proof of purchase.

Returns sent to us without prior approval cannot be accepted, so please start every return from your order page or by contacting us first.

Items we cannot accept back

• Food and other perishable goods.
• Opened cosmetics, skincare, fragrances and personal care items, for hygiene reasons.
• Hazardous materials, flammable liquids or gases.
• Items bought at a discount, promotion or clearance price, unless they arrive damaged or defective.

Damaged, defective or wrong items

If your item arrives damaged or defective, or you receive the wrong item, tell us within 7 days with photos. We will replace the item or refund you. We only exchange items that are defective or damaged.

Partial refunds

We may offer a partial refund where an item is returned with signs of use, is not in its original condition, or has missing parts for reasons not caused by DeeNova.

How refunds work

Once your return arrives and is inspected, we will email you to confirm whether it is approved. Approved refunds are processed within 10–15 business days to your original payment method. If a return is not approved, the item can be sent back to you at your cost.

Return shipping

Unless the item arrived damaged, defective or wrong, you are responsible for return shipping costs, and original shipping fees are not refundable. For high-value items we recommend a trackable delivery service; we cannot be responsible for returns lost in transit.

Late or missing refunds

If you haven't received an approved refund after the processing window, check your bank account, then contact your bank — posting times vary. If you still need help, contact us with your order number.