Return Policy

This policy covers purchases from Dewvella, operated by Huizhou Zhenghaihui Trading Co., Ltd.. It explains our 14-day return request period, cosmetic hygiene conditions, cancellations, and refunds.

Mandatory consumer rights take priority over any narrower condition below. The return request period does not limit legal rights concerning faulty, unsafe, incorrectly supplied, or misdescribed goods.

1. Cancelling an Order Before Shipment

Email support@dewvella.com with your order number as soon as you want to cancel. An order successfully cancelled before dispatch will be refunded in full.

Once dispatched, it may no longer be possible to stop the parcel. You can still use any applicable return or statutory cancellation rights; dispatch does not by itself remove them.

2. Requesting a Return

For a change-of-mind return under this policy, notify us within 14 calendar days after delivery. Your notification should identify your order and the items you wish to return. A brief explanation can help us assist you, but no reason is required where a statutory withdrawal right applies.

After notifying us, send the goods back within 14 calendar days, unless we agree a longer period or the applicable law gives you more time. We will provide the appropriate return destination and instructions. If instructions are delayed, contact us; our delay will not reduce the time available to exercise a legal right.

An order number, receipt, or other reasonable evidence of purchase is needed to match a return to the purchase.

3. Cosmetic Products and Return Condition

For voluntary change-of-mind returns, goods must be unused and unopened, with their original packaging and any supplied hygiene seals, labels, and accessories intact. Cosmetics that have been applied, swatched, sampled, or otherwise used are not eligible under this voluntary condition.

Where a statutory withdrawal right applies, you may inspect goods to the extent allowed by law. A health or hygiene exception applies only to goods that meet the legal requirements for that exception, such as suitably sealed goods that become unsuitable for return when unsealed. Opening an outer delivery box alone does not automatically remove a legal right.

These conditions do not prevent claims about damage, a defect, an incorrect item, or a failure to match the description. Please do not continue using a product that appears damaged or contaminated.

4. Return Destination and Shipping Costs

Contact support@dewvella.com before mailing a return so that we can identify the correct destination. Our business address is not automatically the return address. Do not send the product to the manufacturer or a transit address printed on the parcel without return instructions. Prior contact helps route a return; it is not an approval requirement for a valid statutory cancellation.

For a change-of-mind return, you pay the direct return postage where this has been disclosed before purchase and the law allows it. The cost depends on the carrier and destination. We will explain any international return destination in the applicable instructions.

For a damaged, defective, or incorrectly supplied item for which we are responsible, we bear the necessary return cost. Contact us to arrange a suitable return method. Keep reasonable evidence of posting; using a tracked service can help resolve transit questions.

5. Damaged, Defective, or Incorrect Items

Inspect the order when you receive it and report a problem to support@dewvella.com as soon as reasonably possible. Include your order number and a description, with relevant photographs where reasonably available.

We will review the issue and provide the remedy required by applicable law, which may include replacement, repair where appropriate, a price reduction, or a refund. An approved remedy for a problem attributable to us will not require you to bear the necessary resolution costs.

Damage caused solely by misuse after delivery is different from an original defect. Reporting promptly helps investigation, but a short reporting window or the absence of a photograph does not automatically extinguish a statutory claim.

6. Refund Amount and Timing

When we receive a return, we will assess its eligibility and explain the outcome. Our standard time to complete that assessment and issue an eligible refund is [[REFUND_PROCESSING_TIME]] business days after receiving the returned goods. A shorter legal deadline, or a legal obligation to refund based on evidence of return, takes priority.

We refund the price paid for the eligible returned items. For a voluntary change-of-mind return, the original delivery charge is not refunded unless the law requires it or we agreed otherwise. If statutory distance-selling withdrawal rules apply, any required refund of the least expensive standard delivery option will be included. A premium delivery upgrade need not be refunded beyond that amount where the law permits.

Refunds go to the original payment method unless you expressly agree to another lawful method. We do not impose an additional refund processing fee. Your bank or provider may need further time to show the credit after we issue it.

7. Shade Changes, Discounts, and Refund Follow-Up

If you want another shade or product, request an eligible return and place a separate order for the option you want. If the item supplied was wrong or defective, contact us before placing another order so we can arrange the appropriate remedy.

A discount alone does not remove eligibility under this policy or your legal rights. We will honor a more favorable return promise made to you as part of the purchase.

If we have confirmed a refund but you cannot see it, check with your payment provider and then contact support@dewvella.com with your order number. We can help trace the payment. This does not restrict your right to raise a payment dispute.

8. Statutory Withdrawal and Other Consumer Rights

Where applicable distance-selling law provides a cooling-off right, you can exercise it by sending a clear statement that you wish to cancel. For example: “I wish to cancel my order [order number], placed on [date] and received on [date]. My name is [name].” A particular form is not required unless applicable law says otherwise.

The applicable law governs withdrawal exceptions, inspection and any permitted deduction for diminished value, return deadlines, and the deadline for reimbursement. Legal guarantees and remedies for non-conforming goods continue independently of our voluntary return arrangements.

9. Contact Information

Company name: Huizhou Zhenghaihui Trading Co., Ltd.
Store name: Dewvella
Website: https://dewvella.com/
Email: support@dewvella.com
Telephone: +86 195 7460 0207
Business address: Room 301, 3/F, Building 2, Phase II of the Garment Production Project, No. 410 Qinghui 1st Road, Zhenlong Town, Huiyang District, Huizhou, Guangdong, China

Please obtain the return destination for your order before mailing goods.