Return, Exchange, or Refund Policy

1. Return Conditions

Customers may request a return within 15 days of receiving the order.

To support inventory management, the shop does not provide direct product exchanges. If a different item or variation is required, customers may request a return and place a new order through the website.

Returns may be requested under the following circumstances:

• Item received damaged
• Item does not match the order
• Customer is not satisfied with the received item

Returned items must be in original condition, unused, complete, and, where possible, in their original packaging in good condition.

Items showing clear signs of use or damage not caused during delivery may not be eligible for a refund.

2. Return Request Procedure

To initiate a return request, customers must contact customer support and provide the following information:

Order number
Description of the item to be returned
Reason for the return

After reviewing the request, we will provide detailed instructions via email.

A return shipping label is included in the parcel received by the customer.
Items must be securely packaged and returned according to the provided instructions.

3. Cancellation Before Dispatch

Customers may request order cancellation within 24 hours of purchase confirmation, provided the order has not been dispatched or fully prepared.

In such cases, a full refund will be issued using the original payment method.

After 24 hours or once the order has been dispatched, cancellation is no longer available.
Customers may still request a return after receiving the product.

4. Return Costs and Responsibility

If the return is due to a shipping error, damage during delivery, or a defective product, return shipping costs will be covered by the shop.

If the return is requested for personal reasons, return shipping costs may be borne by the customer.

During return transit, responsibility for the product generally remains with the customer until it is received at the return facility.
If the item is lost or damaged during return shipping, the refund may be declined unless the issue is caused by the return method specified by us.

5. Refund Processing

After receiving and verifying the returned items, refunds will be processed within 2–4 business days.

• Refunds will be issued using the original payment method.
• The time required for funds to be credited depends on the financial institution or payment service provider.

6. Contact and Customer Support

For requests related to returns, cancellations, or refunds, customer support is available during business hours:

Email: escalation@dengetbay.com
Phone: +81 (709) 381 71 75
Address: 21-12 FURENAI-CHO, BIRATORI-CHO, SARU-GUN, HOKKAIDO 055-0411, JAPAN
Business Hours: Monday to Friday, 9:50 AM – 3:50 PM
Service Area: Australia