Return & Refund Policy

This page explains when and how you can request a return, replacement, or refund for purchases made on Dindaz, and the conditions that apply to our made-to-order products.

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1. Overview

Dindaz creates products on demand specifically for you. Each item is printed and produced after you place your order, so we have a different return and refund process compared to traditional retail.

We gladly fix issues that are our fault (defects, misprints, wrong items, damaged in transit).
We generally do not accept returns or issue refunds for change of mind, ordering the wrong size, or other customer mistakes.

This policy applies to all physical products purchased from our website.

2. Order Cancellation

Because we start working on your order quickly:

If you need to cancel or change your order, contact us as soon as possible at support@dindaz.com.
If production has not started, we may be able to cancel or amend your order.
If your order is already in production or shipped, cancellation or changes are no longer guaranteed and may not be possible.

If a cancellation is approved, we will refund you to your original payment method. Refund timing is explained in Section 8.

3. When You Can Request a Return or Refund

You can request a replacement or refund if:

The item is defective or damaged
– Printing issues (misaligned print, incorrect colors, major print flaws).
– Manufacturing defects.
– Items damaged during shipping.
You received the wrong item
– Wrong product, size, color, or design compared to your order confirmation.
The package is lost in transit
– Tracking shows no movement for an extended time and/or the carrier confirms the parcel is lost.

In all cases above, you must contact us within 30 days of the delivery date (or within 30 days of the estimated delivery date for lost packages).

4. When Returns and Refunds Are Not Available

Because our products are custom-printed and made to order, we cannot offer returns or refunds in the following situations:

You changed your mind or no longer want the item.
You ordered the wrong size, color, or design by mistake.
You provided an incorrect or incomplete shipping address and the order was delivered or returned to sender.
Normal wear and tear or damage caused by improper use, care, or washing.

Please check product details, size guides, and your shipping address carefully before placing your order.

5. Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, or not as ordered:

Email us at support@dindaz.com within 30 days of delivery.
Include:
- Your order number
- A brief description of the issue
- Clear photos of the product and the problem (and packaging if damaged in transit)

We will review your claim. If confirmed:

We will arrange a free replacement of the affected item, or
If a replacement is not possible, we will issue a refund for the item price (and any standard shipping costs you paid for that item, where applicable).

You usually do not need to send the item back to us unless we specifically request it.

6. Orders Not Received / Lost in Transit

If your order has not arrived:

First check your tracking link and any delivery notifications.
Check with neighbours, household members, building reception, or local post office.

If you still cannot locate your parcel:

Contact us at support@dindaz.com with your order number and tracking information.
We will investigate with the carrier.

If the carrier confirms the order is lost:

We will offer to reprint and resend your order at no additional cost, or
If a resend is not suitable, we can issue a refund.

If tracking shows the order as delivered to the correct address but you cannot find it:

We will help you investigate (e.g., checking with the carrier), but in such cases we may not be able to offer a free replacement or refund, as the parcel has been recorded as delivered.

7. Returned to Sender / Undeliverable Packages

Parcels may be returned to us if:

The address was incomplete or incorrect.
The parcel was not collected or refused.
The carrier could not deliver after repeated attempts.

In these cases:

If the mistake was ours, we will reship at no extra cost.
If the mistake was due to an address error or failure to collect by the customer:
- We can resend the package once you confirm a correct address and pay any additional shipping cost.
- If you choose not to have it resent, we may refund only the product cost (original shipping costs may not be refundable, as they were already used).

If we are unable to reach you within a reasonable time (for example, 14 days after we contact you), the order may be treated as abandoned and no refund may be given.

8. How Refunds Are Processed

If a refund is approved:

Refunds are issued only to the original payment method used at checkout.
Once processed on our side, it can take 14–21 working days for the refund to appear in your account, depending on your bank or card issuer.
You will receive an email confirmation when we process your refund.

If you have not received your refund after 21 working days:

Check your bank or card statement again.
Contact your bank/card issuer to ask about pending refunds.
If it still does not appear, email us at support@dindaz.com with your order details.

9. Exchanges

We do not offer direct size or color exchanges because products are made to order.

If the item is defective or incorrect, we will replace it with the correct item at no cost (see Section 5).
If you want a different size or color due to personal preference, you will need to place a new order.

In special cases, we may make an exception at our discretion, but we are not obliged to do so.

10. Your Statutory Rights

This Return & Refund Policy does not limit or affect any rights you may have under applicable consumer protection laws.

In the UK and EU, you are entitled to products that are as described, of satisfactory quality, and fit for purpose. If a product is faulty, you may be entitled to a repair, replacement, or refund, even where our policy is more restrictive for made-to-order goods.
In other countries, your local consumer laws may grant you additional rights.

Where such laws apply, we will always comply with them.