Refund policy
Return, Refund and Cancellation Policy
At DCARE, we want you to shop with confidence. Please read our return, refund and cancellation policy carefully before placing an 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 when it was delivered
Be unused, undamaged and complete
Be returned with all parts, accessories, manuals, cables, protective packaging and original product packaging
Be accompanied by the receipt, order number or another proof of purchase
For hygiene and safety reasons, beauty, skincare and personal care products can 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 returned used, altered, incomplete, damaged due to misuse, without packaging or without prior approval.
Return Costs
We do not offer free returns.
Return shipping costs are the responsibility of the customer, unless the item has been confirmed as defective, damaged on arrival or incorrectly delivered.
Original shipping costs are non-refundable, unless required by law or unless the return is due to an error on our part.
Requesting a Return
To start a return, you can contact us at:
Please include:
Your order number
Your full name
Your email address
The reason for the return
Photos of the product, packaging and issue, if the item is damaged, defective or incorrectly delivered
Do not send your order back to the sender address shown on the package.
Once your return request has been reviewed and approved, we will send you the correct return address for our European return centre and instructions for shipping your package.
Items returned without first requesting a return will not be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged or incorrect, contact us within 48 hours of delivery at:
Please include your order number and attach clear photos or videos showing the issue, the product and the packaging.
After review, 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, 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 products if the seal has been removed or the product has been opened after delivery.
Return costs under the right of withdrawal are the responsibility of the customer, unless otherwise required by applicable law.
Exchanges
We do not currently offer direct exchanges.
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.
For approved cancellations, a processing fee of 10% may apply to cover payment processing and administrative costs.
If your order has already been shipped or has entered the fulfilment process, cancellation is no longer possible. Once the order has been delivered, you may request a return according to this policy.
To request a cancellation, contact us immediately at:
Orders in Transit
Once an order has been shipped, it cannot be cancelled while it is in transit.
If you no longer want the item, please wait until the order has been 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 has arrived at our return centre, it will be inspected.
If the return is approved, your refund will be processed within 7–14 business days after inspection via your original payment method.
Please note that your bank, card issuer or payment provider may require additional time to process the refund to your account.
Refunds may exclude:
Original shipping costs
Return shipping costs
Any cancellation or processing fees
Any deductions for missing parts, damaged packaging, misuse or product depreciation
If more than 15 business days have passed since your refund was approved, please contact us at:
Return Address
Our returns are processed through a European return centre.
The return address will be provided after your return request has been reviewed and approved.
Do not send returns to the sender address shown on the package.
Delivery
We offer tracked delivery. The estimated delivery time is 3–4 business days, depending on your location, local courier processing and any circumstances beyond our control.
You will receive tracking information once your order has been shipped.
Questions
For questions about returns, refunds, cancellations, delivery or damaged items, you can contact us at: