SHIPPING & RETURNS
Once you have confirmed your order, it may not be possible to edit or cancel it. In order to provide faster fulfillment and delivery times the automation in place reduces the time for everything. If you want to change some parameters i.e. addresses, etc., please contact us as soon as possible. We are not bound to make such modifications to your order, but we will make our best effort and evaluate each instance on a case-by-case basis. Customer satisfaction is something we feel is very important in order to maintain this we ask you to carefully review your order before placing it. Should you require assistance we are happy to help. You can also see FAQ's Here
The risk of loss, damage too, and title for products pass to the carrier upon delivery to the carrier. It shall be your (if you are a User/Customer) or your Customer's (if you are a Merchant) responsibility to file any claim with a carrier for a lost shipment if carrier tracking indicates that the product was delivered. In such case DBH will not make any refunds and will not resend the order. For Users in the European Economic Area the risk of loss of, damage to and title for Products will pass to you when you or the third party indicated by you has acquired the physical possession of the Products.
If carrier tracking indicates that a Product was lost in transit, you or your Customer may make a written claim for replacement of (or credit to the Member’s account for) the lost Product in compliance with DBH’s Return Policy. For Products lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. All such claims are subject to DBH investigation and the action or inaction will be at our sole discretion.
Return & Exchange Policy
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue on the products or anything else on the order, please submit a problem report via the customer service contact form Here.
The return address is set by default to the facility of origin. When we receive a returned shipment, an email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. If facility of origin isn't used as the return address, you would become liable for any returned shipments you receive.
Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
If you haven't registered an account and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for re-shipment and will be donated to charity at your cost (without us issuing a refund).
DBH does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Returned by Customer - It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to you or your end customers, you would need to place a new order at your expense for a face mask or a product in another size.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore DBH reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.