Return & Refund Policy

Effective Date: 15/05/2024
Store Name: Dellacity
Company: [yourconpany]
Business Address: [youraddress]
Support Email: support@dellacity.com
Customer Support Hours: Mon – Sat / 8:00 AM – 7:00 PM

Countries Served: United States, Canada, United Kingdom

Introduction

This Return & Refund Policy explains how returns, replacements, exchanges, and refunds are handled by Dellacity ("we," "our," or "us"). Our goal is to provide clear, transparent, and fair return procedures that comply with Shopify merchant requirements, FTC consumer protection rules, and U.S., Canadian, and U.K. ecommerce standards.

By placing an order through our website, you agree to all return terms outlined below.

1. 30-Day Return Window

We offer a 30-day return period on eligible items, starting from the date your order is marked as delivered.

To qualify:

  • Item must be unused and in original condition

  • Original packaging must be included

  • Apparel must be unworn, unwashed, and free of odors or stains

  • Personalized items may not be eligible (see Section 7)

Requests submitted after 30 days may be denied.

2. Eligibility Requirements

Condition Requirements
Returned items must be:

  • Unused and unaltered

  • Free of stains, odors, pet hair, or debris

  • Returned with all tags, accessories, and packaging

Non-Eligible Conditions

  • Worn, washed, or damaged items

  • Altered products

  • Missing components or packaging

  • Items marked as Final Sale

3. Return Process

To initiate a return:

  1. Email support@dellacity.com with:

    • Full name

    • Order number

    • Reason for return

    • Photos (recommended)

  2. Requests are reviewed within 24–48 business hours.

  3. If approved, you will receive return instructions and address.

  4. Ship the item as instructed.

  5. Once inspected, you will be notified of approval or rejection.

4. Return Shipping Costs

Return Reason Shipping Cost
Change of mind / wrong size Customer pays
Wrong, defective, or damaged item Dellacity pays

Photo evidence may be required before issuing prepaid labels.

5. Refunds

Refunds are issued to the original payment method (PayPal) only.

Processing Time:

  • 3–7 business days after approval

  • Banks may require additional time

Refund Includes: Item price and applicable taxes
Non-Refundable: Original shipping, return shipping (unless our error), customs/VAT fees

6. Exchanges

Exchanges are offered for the same item in a different size or color (subject to availability). If unavailable, a refund will be issued.

7. Non-Returnable Items

  • Personalized or custom items

  • Final Sale items

  • Gift cards

  • Digital/downloadable products

  • Items with damage, moisture, or odors

8. Damaged, Defective, or Incorrect Items

Report issues within 48 hours of delivery with photos. Verified claims receive a replacement or full refund, including return shipping if required.

9. Lost or Missing Packages

If tracking shows no movement for 10+ business days, contact us. Confirmed losses will be replaced or refunded.

Packages marked Delivered are not refundable unless supported by carrier evidence.

10. Delivered but Not Received

Please check nearby areas, neighbors, and local carriers. Dellacity is not responsible for stolen packages after delivery.

11. International Returns

For Canada & U.K. orders:

  • Duties/VAT are non-refundable

  • Return shipping is customer-paid unless item is defective

  • Customs delays may occur

12. Return Address

Return addresses are provided after approval due to multiple fulfillment partners.

13. Order Cancellations

Cancellations are not guaranteed once an order is placed. Shipped orders must follow the return process.

14. Abuse Prevention

We reserve the right to deny returns for suspected abuse, fraud, or policy misuse. Fraud screening tools may be used during review.