Return & Refund Policy
Review our 30-day return period, eligibility conditions, wooden-product care considerations, and the process for requesting support.
1. Our Return Approach
We want customers to make informed purchases and know how to contact us if an item is unsuitable or arrives with a problem. This policy describes the DYMROS™ return process for products purchased directly through dymros.com.
Customers may request a voluntary return within 30 calendar days after receiving their order, subject to the eligibility conditions below. This policy does not limit any rights that customers may have under applicable consumer law.
2. Requesting a Return
Email service@dymros.com with your order number, the item you want to return, and the reason for the request. If the issue involves damage, a wrong item or a missing component, attach clear photographs where possible.
Please wait for return authorization and instructions before shipping the product. Our registered office is not automatically the correct return location, and parcels sent without instructions may be delayed or misdirected.
3. Eligibility for Change-of-Mind Returns
For a change-of-mind return, an item should generally be unused, clean, unaltered and in a condition suitable for resale, with relevant accessories and any original packaging reasonably available.
We may decline voluntary change-of-mind returns that fall outside the published window or do not meet the stated conditions, subject always to non-waivable consumer rights.
4. Wooden Product Care and Condition
Wood and wood-finished surfaces may show normal variations in grain, color and texture. Such variations are not necessarily product defects when consistent with the description and materials.
Excessive water exposure, dishwasher use contrary to product instructions, improper storage, misuse, or alteration after delivery may affect a change-of-mind return assessment. If you believe a product was defective on arrival, contact us so we can evaluate the circumstances.
5. Damaged or Defective Items
If a product arrives damaged, defective or materially different from the item ordered, tell us promptly and provide the order number and photos of the item, its packaging and shipping label if practical.
We will assess the report and explain the suitable next steps, which may include replacement, refund or another remedy as required by applicable law. Do not discard the item or packaging before we have had a reasonable opportunity to review the issue where appropriate.
6. Wrong or Missing Products
If you receive an item different from the one ordered or discover a missing component, contact customer support as soon as possible. Please identify the products received and those expected, with images where helpful.
We will review the order record and available fulfillment information before proposing an appropriate resolution.
7. Items That May Not Qualify for Voluntary Return
Products may be ineligible for change-of-mind returns if they are substantially used, intentionally modified, damaged by misuse, missing significant components, or specifically identified as non-returnable where such restrictions are lawful and disclosed.
Any exceptions must be consistent with applicable law. Defective or misdescribed goods may still qualify for remedies even if they would not otherwise be eligible for a voluntary return.
8. Return Shipping and Costs
For a voluntary return, return-shipping costs may be the customer’s responsibility unless otherwise stated or required by law. If the return results from our error, a verified defect or another legally protected reason, we will explain the appropriate shipping arrangements.
Do not purchase a return label or mail an item before confirming the destination and instructions. If a tracked return is requested, retain the shipping receipt and tracking information.
9. Inspection After Return
After the authorized return arrives, we may inspect the product to confirm its identity, condition and eligibility. We will then communicate whether the requested refund, replacement or other remedy is approved.
We aim to conduct reviews without unnecessary delay; times can vary with shipping, business days and the circumstances of the case.
10. Refund Processing
When a refund is approved, it is normally submitted to the original payment method where supported. Banks, card issuers and payment services may take additional time to reflect the transaction on your statement.
If a refund appears delayed after our confirmation, please contact us with your order reference so we can assist in checking its status. Original shipping fees are treated according to the specific circumstances and applicable law.
11. Exchanges and Replacements
If you would prefer another item, contact our team before returning your purchase. An exchange depends on stock availability, the nature of the request and shipping arrangements.
We may advise a return and separate new order when a direct exchange is not available or practical.
12. Order Cancellations
If you need to cancel an order, contact us quickly at service@dymros.com. We will review whether the order has entered fulfillment or been transferred to the carrier.
A cancellation request is not guaranteed after processing has begun. If the parcel has already shipped, a return process may apply after delivery, subject to this policy and the law.
13. Incorrect Delivery Information
Customers should check delivery details at checkout. Contact us immediately if a mistake is identified. Address changes may not be possible after dispatch and returns caused by an inaccurate address may require additional handling or shipping arrangements.
We will review these cases individually and follow applicable consumer protection rules.
14. Purchase Proof and Contact
Return support is available for products purchased directly through dymros.com. Please provide your order confirmation or other reasonable evidence of purchase when requesting assistance.
Email service@dymros.com or call 13631565768. Support hours: 8:00 AM – 10:00 PM Daily. These policy statements do not exclude or restrict rights that cannot lawfully be limited.
Official Business Information
Legal Company: Yiwu Yibo Technology Co., Ltd.
Legal Representative: Dong Feifei
Website: dymros.com
Registered address is not an authorized product-return address.