Return and Refund Policy

  1. Deadlines and Right of CancellationReturn Period: You have the option to return ordered items within 30 days of receiving the product. Right of Cancellation (Withdrawal): Consumers have the right to withdraw within 14 days from the day the customer (or a third party indicated by you) received the products.

  2. Essential Conditions for Accepting Returns: For your return process to be officially accepted and recognised, the order must strictly comply with all the following conditions: The order must still contain all original parts and components, and the packaging must be returned exactly as it arrived. Only normal handling of the product for verification is accepted. Damage resulting from careless or incorrect handling is completely excluded. Products for which hygiene is an important factor must be properly cleaned before starting the return process. Any defect or damage to the product must be identified and reported immediately upon receipt. We reserve the right to refuse returned items if there is suspicion that they have been used or damaged due to customer fault.
  3. Shipping Costs and Destination of Returns: RETURNS ARE NOT FREE: Shipping costs apply to all return processes. The buyer is solely responsible for bearing the full costs of returning the product to our warehouse. Shipping Destination: All returns must be sent to our central warehouse located in Asia, at the customer's expense.
  4. Orders in Transit: As we work with a fully automated system, orders are processed immediately after being placed. For this reason, it is not possible to interrupt the shipping process until delivery. If the products are already on their way (in transit), cancellation is not possible. We ask that you wait until you receive the products and only then proceed with their return. You can inform us in advance of your intention to cancel.
  5. How to Initiate the Return Process (Step by Step): If your order meets all the stipulated conditions, follow these steps: Send an email to our support: [Insert your store's email here, e.g., suporte@danuvia.com] with the subject "Return Request". Make sure the email contains: order number, reason for the return request, photo of the product (in case of damage or defect), customer's first name and last name, and customer's address. Await our contact. We will analyse the request and provide the correct return address for our warehouse in Asia. CRITICAL WARNING: NEVER send the return to the sender's address on the packaging. Always wait for the specific return address we will provide. To speed up the process, we ask that you send us a shipping confirmation as soon as you post the product.
  6. Refund Processing: It is not possible to issue any refund after receiving the products unless they are returned and physically received. The refund is processed only after the receipt and proper verification of the products in our central warehouse. Once approved, the refund will be processed within a maximum of 14 days, using the same payment method the customer used in the original transaction. What we DO NOT refund: We do not refund return shipping costs, additional delivery costs (if you opted for a more expensive initial shipping method), or damages caused by improper handling.