Returns & Refunds · Dashure

Returns & Refunds

We understand that sometimes things change. You can return your order within 30 calendar days of delivery, subject to the conditions below and applicable consumer protection laws. Please read them carefully: returns that do not follow this process cannot be refunded.

Two conditions that always apply

• The product must be returned to the warehouse of origin, at the exact return address that our customer service team will give you when authorising the return (it may be an international warehouse). Returns sent to any other address, or without prior authorisation, will be refused and are not eligible for a refund.
• The product must arrive in perfect condition: unused, unmodified, in its original packaging, with all components, accessories and documentation included. If the returned product does not arrive in this condition, it will not be eligible for a refund.

How to return (RMA process)

• Step 1 — Write to [email protected] with your full name, email, order number, the product and the reason for the return, so we can check that your order meets the return conditions.
• Step 2 — If it does, our team will issue an RMA (Return Merchandise Authorisation) number and send you the exact return address of the warehouse of origin together with the instructions. Write the RMA number visibly on the parcel: unauthorised parcels (without a visible RMA number) will be refused by our warehouse and returned to you.
• Step 3 — Ship the parcel with a trackable carrier of your choice and send us the tracking number. Returns without a tracking number will be refused. Return shipping costs are paid by the customer and are non-refundable; if we are charged any carriage to receive a return, it will be deducted from the refund, and if those costs exceed the price of the product the parcel will be returned to sender and no refund issued.
• Step 4 — Once we receive the return we will inspect it (this may take up to 14 days) and confirm the outcome. Depending on the condition of the returned item, a restocking fee of 15% and/or a diminishing fee may be deducted from the refund.

Refunds

Approved refunds are issued to the original payment method, in the original currency, within 5 business days of the return being approved after inspection. The time for the credit to appear depends on your card issuer (normally 3–5 additional business days). Original shipping and handling fees and any express or add-on fees, where applicable, are non-refundable.

Non-returnable products

The following are not eligible for a refund: broken or damaged products caused by the customer, personalised products, personal hygiene products or any product used intimately on a person's body; products damaged by incorrect use or user error; excessively used products; products with damaged packaging or missing accessories; normal variations in product design; compatibility issues or limitations of the customer's home; failure to meet the product's technical requirements; returns without prior authorisation (without RMA); delivery failures attributable to the customer; lack of evidence of the reported defect; products that function properly after technical assistance; and discounted or clearance items, which are final sale.

Defective or incorrect products

If your product arrives defective, does not work, or you received a different product than the one you ordered, contact us immediately — a short video demonstrating the fault is required for the return to be eligible — and we will replace it or refund you at no additional cost. Shipping damage must be reported within 24 hours of delivery, as set out in our Shipping & Delivery policy. Manufacturing issues are otherwise handled with the manufacturer's warranty, and our support team will help you manage it.

Exchanges and change of mind

For logistics reasons we do not offer direct product exchanges: if you would like a different product, follow the return process and place a new order. If you simply change your mind, you can cancel within 12 hours of purchase; once an order has shipped it can no longer be cancelled.

Late or missing refunds

If you haven't received an approved refund yet, first check your bank account again, then contact your card issuer — it may take some time before the refund is officially posted. If you have done this and still have not received it, write to [email protected].