Refund policy
Returns & Exchanges Policy – Denerova
At Denerova, we are committed to providing high-quality products and helpful customer service. However, we understand that sometimes an item may not meet your expectations, or you may need a different size or product.
This policy explains how returns, exchanges, cancellations, and refunds work.
If you have any questions or would like to request a return, please contact our support team at: support@denerova.com
1. General Returns & Exchanges
If you are not completely satisfied with your purchase, you may request a return or exchange within 30 days of receiving your order.
After this 30-day period, we may unfortunately be unable to accept your return or exchange request.
To be eligible for a return or exchange, items must be:
- unused, unworn, and unwashed;
- in their original condition;
- returned with all original tags, labels, and packaging, where applicable;
- accompanied by your order number or proof of purchase.
Items that show signs of use, washing, damage, stains, or alteration by the customer may be refused or only partially refunded, depending on their condition.
2. Order Cancellations
Orders may be cancelled within 24 hours after placing the order, provided that the order has not yet been processed, packed, or shipped.
To request a cancellation, please contact us as soon as possible at:
Please include your order number in your message.
If the order has already been processed or shipped, cancellation may no longer be possible. In that case, you may request a return after receiving the item, in accordance with this policy.
3. How to Request a Return or Exchange
To request a return or exchange, please follow these steps:
- Contact us at support@denerova.com.
- Include:
- your order number;
- the item or items you wish to return or exchange;
- whether you would like a return or an exchange;
- the reason for your request.
- Our customer support team will review your request and provide further return instructions if your request is approved.
- Please do not send any item back before receiving return instructions from us.
- Carefully package the item and include your order number or proof of purchase inside the parcel.
- Ship the item to the exact return address provided by our support team by email.
Once your return is received and inspected, we will process your refund or exchange in accordance with this policy.
4. Return Address & Return Shipping Costs
Returns must be sent only to the exact return address provided by our customer support team by email.
Our return warehouse is located in China. You will receive the exact return address by email after your return request has been reviewed and approved.
For change-of-mind returns, return shipping costs to our return warehouse in China are the responsibility of the customer.
International return shipping may involve higher costs than domestic shipping. We recommend checking the exact cost with your local postal service or courier before sending your return.
Return shipping costs are non-refundable, unless the return is due to a defective product, damaged item, incorrect item, or an error on our side.
We are not responsible for returns that are lost or damaged in transit. We recommend using a tracked shipping method and keeping proof of postage until your return has been processed.
5. Refunds
Refunds are processed after the returned item has been received, inspected, and approved.
Once approved, your refund will usually be processed within 2 business days.
The refund will be issued using the same payment method used for the original purchase, unless otherwise agreed.
Please note that your bank, card provider, or payment provider may need additional time to make the refund visible in your account.
Original shipping costs, if any, are non-refundable unless the return is due to a defective product, damaged item, incorrect item, or an error on our side.
6. Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact us at:
Exchanges are subject to product availability.
If the requested exchange item is unavailable, we may offer an alternative product, a refund, or another suitable solution.
For change-of-mind exchanges, return shipping costs are the responsibility of the customer.
7. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery at:
Please include:
- your order number;
- a clear description of the issue;
- clear photos or videos showing the damage, defect, or incorrect item;
- photos of the packaging if the item arrived damaged.
Our customer support team will review the issue and offer an appropriate solution, such as a replacement, reshipment, refund, or another suitable remedy.
Please do not return damaged, defective, or incorrect items before contacting us and receiving instructions.
8. Uncollected or Undeliverable Packages
If a package cannot be delivered or is not collected by the customer, it may be transferred to a local pickup point, post office, or handled according to the carrier’s procedures.
The customer is responsible for tracking the shipment and collecting the package within the carrier’s holding period.
If the package is destroyed, lost, returned, or cannot be recovered because it was not collected on time, the order may not be eligible for a refund.
9. Return Exclusions
For health and hygiene reasons, some products cannot be returned or exchanged once opened, used, worn, or removed from their original sealed packaging.
This includes, but is not limited to:
- underwear;
- personal hygiene products;
- oral care products;
- beauty or cosmetic products;
- other products intended to come into direct contact with the body.
These exclusions do not apply if the product is defective, damaged, incorrect, or where applicable consumer protection laws require otherwise.
10. Non-Returnable Items
Returns or exchanges may not be possible for:
- items returned after the 30-day return period;
- items that have been used, worn, washed, stained, damaged, or altered by the customer;
- items without original tags, labels, or packaging, where applicable;
- hygiene or personal care items that have been opened or used;
- items returned without prior approval from our customer support team;
- gift cards, if offered;
- personalised or made-to-order products.
11. Contact
If you have any questions regarding this Returns & Exchanges Policy or need assistance with a return, exchange, cancellation, or refund, please contact us at:
Denerova
Email: support@denerova.com
Our customer support team aims to respond within 12 to 24 hours on business days.