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How do I return an item?


Qualifying items reported during the warranty period will be replaced or completely refunded.  Please contact the seller firstly.

For complete details on the DX Satisfaction Guaranty Returned Policy please see below.



Return DOA (Dead on Arrival) Item

Any products , dead on arrival (incorrect usage excluded) within 5 days after delivery or 30 days after shipment if the delivery date is not traceable (The order shipment date and order notification are provided to you by email). [*]

In this case, please kindly provide us with proof as below:

The photos of original DX package with front and back sides

The photos or video of the defective item(s)

The photos, video or screenshot showing the malfunction of the defective item(s)

In a DOA Situation: a reimbursement for return shipping fees is available, provided that:

Return the item(s) by ordinary mail (the least expensive way) with tracking number to the nearest Product Drop Off Box (see details below); If the mail service with tracking number costs more, you may choose the one without tracking. Please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.

The return shipping fee is less than 60% of the defective item(s) value, and also less than $40 (USD), we will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS staff to further confirm it.


Return Defective Item

We will try our best to make sure the products shipped to our customers are in the best condition. If your product (only for items without Special Warranty terms in the product description and physical damage or incorrect use excluded) turns out to be defective:

Within 90 days (from the date of shipment) [**]

Policy: Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item's price up to a maximum of $40.

Detail: The products get damaged (physical damages and damages caused by incorrect usage excluded) within 90 days after shipment (The order shipment date and order notification are provided to you by email). Customer may mail the products back to us. Full refund or replacement plus shipping cost reimbursement will be issued to you upon receipt of shipping proof (available tracking number or a screen shot of shipping receipt).

Note for return:

Return the item(s) by ordinary mail (the least expensive way) with tracking number to the nearest Product Drop Off Box (see details below); If the mail service with tracking number costs more, you may choose the one without tracking, please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.

The return shipping fee is less than 35% of the defective item(s) value, and also less than $40(USD). We will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS department for further confirmation.

- After 90 days and within 150 days from shipment

Policy: Upon being returned, the defective item will only be replaced. Return shipping fee will be sole responsibility of customer.

Detail: If the product turns out to be defective after 90 days and within 150 days from shipment, Customer may mail the products back to us. We will still try to exchange your defective products for a brand new one where possible. Please notice that the return shipping costs will be on your sole responsibility, we will pay all the necessary shipping fees for the replaced products that we ship to you.

- After 150 days and within 365 days from shipment

Policy: Upon being returned, the defective item will be forwarded to the factory for repair. The shipping cost both ways will be covered by customer.

Detail: Should the item become defective after 150 days from shipment, customers will still be allowed to send the unit back to us. We will help by forwarding the item to the manufacturer for repair or replacement. Until the product arrives at our warehouse, the shipping cost both ways have to be covered by the customer. Any cost incurred during the process will be at customer's expense as well.

- After 365 days from shipment

Policy: Refund or replacement for any item will be rejected after the 365 day period has expired.

After returning the defective product, please kindly provide us with proof as below:

Photos of the front and back of the packaging envelope or box

Partial shipment slips (if applicable)

Photo, video, screenshot, or description of the defective item

Photo, video, screenshot, or description of the defect or defective area

All customers should contact us by Customer Service Express before returning any item(s)/product(s).

Return Incorrect Item Received

If the item you received is completely different from the one you ordered, please contact us via our Customer Service Express and provide us the picture proof of the error.

If return is necessary, replacement plus shipping cost reimbursement will be issued to you on receipt of return proof. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition in which it was received.

For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.

After receiving the incorrect product, please kindly provide us with proof as below:

The photos or video of the incorrect item(s)

The photos, video or screen shot showing the malfunction of the defective item(s)

Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy.

Return Unsatisfactory Products

If you are not happy for any reason with your purchase, then just return it within 10 days of receipt for a full refund or an exchange. If the return is not a result of our error, customers will be required to cover shipping cost both ways. And please make sure the item you send back to us is in the original packaging, and the merchandise is in the same condition.

Return Policy For Bra And underwear Items

In consideration of personal hygiene, bra and underwear items are not available for return excluding a quality issue. (The quality problem must be reported within 48 hours of delivery, and pictures clearly showing the defect(s) are necessary). Any return because of unfit size or product not as expected is unacceptable. We will provide an accurate size, please be sure the size is suitable before making purchase.

DX reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the forum/Policy Page/HELP section to keep the customers informed.

If there are any further inquiries, please contact our Customer Services Express for more information.

Footnote

* If your product is dead on arrival and the package takes longer (more than 30 days) to reach you, please contact us and offer the available proof of the delivery date within 5 days, we will then process for you according to the policy.

** During the rush season (such as Christmas) and holidays (including unforeseen delays) the warranty period will be extended - check the forum to see if there are any known delays