Refund policy
At DE Care, we want you to feel confident when shopping with us. Please read our return, refund, and cancellation policy carefully before placing your order.
30-Day Return Policy
You may request a return within 30 days of receiving your order, provided the item meets the return conditions below.
To be eligible for a return, the product must be:
- In the same condition as delivered
- Unused, undamaged, and complete
- Returned with all parts, accessories, manuals, cables, protective packaging, and original product packaging
- Accompanied by the receipt, order number, or proof of purchase
For hygiene and safety reasons, beauty, skincare, and personal care products may only be accepted for return if they are unused, unopened where applicable, and in a condition suitable for inspection and resale.
We reserve the right to refuse a return if the item is used, altered, incomplete, damaged through misuse, missing packaging, or returned without prior approval.
Return Shipping Costs
Please note that we do not offer free returns.
Return shipping costs are the customer’s responsibility unless the item is confirmed to be defective, damaged on arrival, or incorrect.
Original shipping costs are non-refundable unless required by applicable law or unless the return is due to an error on our side.
How to Request a Return
To start a return, please contact us at:
Please include:
- Your order number
- Your full name
- Your email address
- Reason for return
- Photos of the product, packaging, and any issue if the item is damaged, faulty, or incorrect
Please do not send your order back to the sender address shown on the parcel.
Once your return request has been reviewed and approved, we will provide the correct return address for our European return centre, along with instructions on how to send your package.
Items sent back without first requesting a return will not be accepted.
Damaged, Faulty, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or incorrect, please contact us within 48 hours of delivery at:
Please include your order number and clear photos or videos showing the issue, the product, and the packaging.
Once reviewed, we will work with you to resolve the issue appropriately.
EU 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise this right, please contact us at:
The item must be returned in the same condition as received, complete, unused, and with all original packaging, accessories, and documentation.
Where permitted by law, we may refuse returns of sealed beauty, skincare, hygiene, or personal care items if the seal has been removed or the product has been opened after delivery.
Return shipping costs for withdrawal returns are the customer’s responsibility unless otherwise required by applicable law.
Exchanges
We do not offer direct exchanges at this time.
The fastest way to receive a different item is to return your original item, wait for the return to be approved, and then place a new order.
Cancellations
Orders are processed automatically after checkout.
You may request a cancellation within 5 minutes of placing your order, provided the order has not yet been processed, packed, or shipped.
A 10% processing fee may apply to approved cancellations to cover payment processing and handling costs.
If your order has already shipped or entered fulfilment, cancellation is no longer possible. Once delivered, you may request a return under this policy.
To request a cancellation, contact us immediately at:
Orders in Transit
Once an order has been shipped, it cannot be cancelled while in transit.
If you no longer want the item, please wait until the order is delivered and then follow the return process above.
Refusing delivery or returning an item without approval may delay your refund or result in the return being refused.
Refunds
Once your return arrives at our return centre, it will be inspected.
If the return is approved, your refund will be processed to your original payment method within 7–14 business days after inspection.
Please note that your bank, card provider, or payment provider may take additional time to post the refund to your account.
Refunds may exclude:
- Original shipping costs
- Return shipping costs
- Any applicable cancellation processing fee
- Any deduction for missing parts, damaged packaging, misuse, or reduced product value
If more than 15 business days have passed since your refund was approved, please contact us at:
Return Address
Our returns are handled through a European return centre.
The return address will be provided after your return request has been reviewed and approved.
Please do not send returns to the sender address on the parcel.
Questions
For any questions about returns, refunds, cancellations, or damaged items, contact us at: