Shipping & Returns

Return/Refund Policy

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We promise your money back if you receive your item damaged, defective, or substantially different from the item you ordered from us. You can receive a refund within 7 days (Claim Processing Time Included). A 17% restocking fee will be assessed on returns and custom orders that are cancelled. This guarantee is in addition to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in your Country of residence. *Proof must be submitted by photograph with shipping label included in the photo,* We do NOT provide refunds for late or delayed shipments under any circumstances.

 

 

Your Purchase From Drestiny Is Protected If It Meets The Following Terms & Conditions: 

 

• Your item was purchased from www.shopdrestiny.com, and you can provide proof.

• The item you received was damaged, defective or substantially different from the item represented on the product detail page

• If the item is not damaged or defective then the item must be in perfect condition and still in all its original packaging

• The product you are returning must not have been used or show any signs of being used whatsoever

• Your order did not arrive, and it was not due to factors related to you the buyer (for example the wrong shipping address was provided)

• You raise a claim by filing a complaint within 7 days following the delivery of your order

• Your account is in good standing.

• Your product or item was not customized in any way! Anything that has been customized, defaced, soiled, damaged, or altered in any way is immediately deemed ineligible for a refund.

• Your item was returned to the seller due to custom duties (customs clearance & taxes are not included, and you are responsible to pay such fees - please see our shipping policy for further details on this matter)

• Your item/order has not been marked as delivered by the shipping company. For any packages marked delivered, you must contact your local post office, if you did not receive this item. We do not refund items marked as 'Delivered' under any circumstance. If your item was sent to the wrong address due to an error on your part while inputting the address, we will not provide a refund, as it is your sole responsibility to enter in your address fully and correctly. 

• New Zealand is eligible for refunds however the return shipping costs are ALWAYS the responsibility of the customer, whereas if you live in the other Countries you may qualify for Free Returns. If you live in the United States, Canada, Australia or United Kingdom then we will pay the return shipping costs ONLY for items marked as FREE RETURN items. You are required to check the return status of an item prior to checkout and if your item is not marked as FREE RETURN then you, the customer, are responsible for all shipping costs back to our warehouse. 

• Your item has not been shipped. If your item/order has been shipped, we have no way of intercepting the shipment, therefore we do not provide refunds for items that are in transit under ANY circumstance. In addition to this, if your order is in transit, you are not eligible for a refund until your order has been in transit for 90+ days. Due to shipping conditions all across the World, your order could still reach you even if our estimated shipping times have lapsed. If your item has been in transit 90 days or longer, please reach out to our customer service at getsupport@shopdrestiny.com and advise the agent it's been 90 days since your order and they will immediately launch an investigation and depending on the result you might be eligible for a refund at this time. 

• A restocking fee of 17% will be assessed on all returns and any custom orders that are cancelled. 

• You MUST complete the return/refund form PRIOR to an agent being assigned to review your return/refund request! Please email us to get the form, or please click HERE to complete it now!

If you meet all the terms & conditions, then you may go ahead and apply for a refund. Here are the steps on how to complete a refund request. 

Steps to Take In Order To Receive A Refund

STEP 1 - Start a refund request (before 7 days!) by visiting our website or by clicking HERE. If the item you purchased is not part of our free return policy, then you (the customer) is fully responsible for the shipping costs back to our warehouse. If you need to return it because the item doesn't appear as it does on the website or if you wish to return due to a faulty size guide, or there is damage of some kind, please move on through the steps. 

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1A - Please submit an image of the damaged or substantially different product, AND you MUST include the shipping label in the picture. IMPORTANT - Please label the subject line as REFUND REQUEST. *You can also file a complaint by starting a discussion with a customer service representative VIA Facebook Messenger between the hours of 9 a.m. and 5 p.m. EST. (If no one responds to your message, please leave your inquiry and someone will respond as soon as possible)

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Someone will contact you as soon as someone is available in the refund department, and they will discuss the issue with you to review possible resolutions or alternative solutions if available. 

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STEP 2 - If you are unable to find any alternative solutions or possible resolutions, then an official refund 'complaint' investigation will be launched on your behalf. The customer service representative you have been speaking to will now review the situation with their supervisor, and all you're required to do at this point is wait to hear back from us whether your refund request was approved or denied. Typically, we aim to review all refund disputes within 72hrs of receipt.

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If the refund request was denied, and you feel this decision was not warranted and that all the terms and conditions were in fact met, then please reach out to us again right HERE and make the subject line out to the 'executive department'. This will go directly to the executive team's inbox! (Please make sure to label the subject line as 'Refund Request Decision Review'. Our team is extremely committed to customer satisfaction, and they will make this a priority and reach out to you as soon as they are able to review your situation. 

STEP 3: If ultimately your refund request was approved then you should receive your money back once the item has been scanned back into the warehouse. Please keep in mind that we aim to get you your money back as quickly as possible, but that it could take as long as 45 days from date of delivery of your product to fully get through the entire process and get your money back. Also please keep in mind that once we have processed the refund there will be delays from the side of the bank or the credit card company as well. 

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Return Shipment Fee

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Due to the nature of our suppliers, whether or not free return shipping applies is completely dependent on which product you buy. If the product you purchased came from a supplier that doesn't offer free returns then please note that in case of return, you the buyer must bear the cost of returning the product to us. 

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*If you are returning an item from the Country of New Zealand, you will always be responsible for the cost of returning the product to us. The only Countries eligible for possible free return is United States, Canada, Australia and United Kingdom.

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During the initial contact with us regarding a possible refund request, we will immediately determine whether or not the product you purchased has the 'Free Return' option available and if it doesn't we will discuss this at the time and we will do anything within our ability to assist you and get the item returned for the lowest cost to you as possible, if you wish to continue with the return. 

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If the item(s) you purchased is not part of our Free Return program than you (the customer) will be required to pay for the shipping costs back to the supplier's warehouse. This applies in all circumstances unless you can prove with photo evidence of the product and the shipping label that there was damage or a printing error on our part. 

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Free Returns

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As previously discussed, the 'Free Return' option is only available on certain products and in certain Countries. New Zealand is currently not able to take advantage of the 'Free Returns' option under any instance, and therefore the cost of shipping the item back to us will be the sole responsibility of the customer. This is also true for the U.S.A., Canada, Australia and United Kingdom if the item you wish to return doesn't have the 'Free Return' option. Whether the product you wish to return has 'Free Returns' is mainly based on whether there is a LOCAL warehouse for you to ship the item back to or not.

 

There is an identifiable FREE RETURN sticker/label on all items that are part of the Free Return program. You the customer/consumer are required to check the FREE RETURN status PRIOR to checkout and only purchase if you are comfortable with the product(s) return shipping costs.  We do our very best to work with suppliers that have large warehouse facilities in as many locations as possible. 

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Please keep in mind, that even if the item you purchased is a custom-made item, you are not eligible for a refund under any circumstances. This applies to all custom-made items.

Here's what will take place if you have the 'Free Returns' Option and your refund complaint has been approved:

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Return items locally and easily! We will email you the return code or label and then wait for the door-to-door pickup service or take your package to the designated service spot. Lastly wait for the local warehouse to confirm receipt of your returned package. 

The refund will be made to you once we confirm receipt of your returned parcel which meet the conditions for reimbursement. (we will never approve a refund prior to receiving the items back to the warehouse).

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The items will then be processed at the local warehouse instead of going ALL the way back to the suppliers' Country of origin. 

Returning packages VIA a designated local return service point or VIA door-to-door pickup service is completely free. 

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Please note: You can only enjoy one-time free local return for one order. If you initiate multiple return requests under a single order, you can only enjoy the free local return service once. Other return requests can still take advantage of the local return service but you will have to cover the return shipping costs to the designated local return address. Therefore, we strongly encourage and ask that you please consider returning jointly the products to avoid paying that additional shipping cost. 

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**NOTE - In very rare cases, the 'Free Return' sticker is applied to a product in error. Therefore, the decision reached by our return/refund department is VALID and overrides the Free Return sticker on the item.

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Statutory Rights

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Drestiny must comply with other relevant legal requirements for warranty, returns etc. that may be applicable depending on your location as a buyer and our customer. For instance, in most EU Countries you will generally have a 2-year legal conformity warranty and a 14-day right to return. Please note that in case of return, you the buyer must bear the cost of returning the product to us.

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File a Complaint

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If for ANY reason during the buying and return process you wish to file a complaint for any grievance you feel you've endured, then please go HERE and select the option to speak to our Executive Department. This will go directly into the inbox of our executive team, and they will review your complaint as soon as they possibly can, always making sure that the customer is a priority over all other business matters!  To ensure a quick response please label the subject line as 'GRIEVANCE', and please include as many details as possible including records of instances where you've spoken with the support team or refund staff.

 

 Chargeback Protection Plan Policy

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When you make a purchase through shopdrestiny.com, you must agree to certain terms and conditions prior to checking out. 

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You can see the terms and conditions here: https://www.shopdrestiny.com/pages/agreement

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This agreement states that you are aware of the shipping times and the refund policy, and that you have reviewed both policies in full. It also states that you have not ordered your size out of habit, but instead that you have measured and consulted the size guide for proper sizing. Therefore, sizing can't be an issue unless the size guide is incorrect. If you claim within 7 days that the size guide is incorrect, you will be required to submit photographic evidence of this. All photos must show the measurements on the size guide up close and easily visible, and all photos must include the shipping label.

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Our refund policy states that you MUST contact us if you have any issues with your order by email at getsupport@shopdrestiny.com

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If you receive your item, and you wish to get a refund, you must contact us within 7 days and give us the opportunity to resolve the issue prior to filing a chargeback with your banking or credit institution.

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IMPORTANT CONSUMER INFORMATION 

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If the chargeback goes through and the banking or credit institute rules in our favor, there are several problems this can cause you going forward. This will automatically create a flag on your credit card going forward which will notify other stores that this credit card or banking institution has been used in fraudulent matters before and this may cause the person accepting the payment to stop doing business with you. 

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FINANCIAL RETRIBUTION

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A Chargeback can take up to six months to resolve. During this time shopdrestiny.com must refund the original money paid for the order(s) plus a penalty of $15.00.  If the chargeback is ruled in our favor, you agree to pay a 1% interest fee on the money we had to pay back for the duration of time until a resolution is reached by the banking or financial institution.

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Once we have received notice that the chargeback has been resolved in our favor, we will send you a bill for the 1% interest and if this money is not paid within 90 days, we reserve the right to seek legal action. 

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This can impact your credit score negatively and impair your credit. It's very important that we work together to resolve any issues that you have with your order and that you are reviewing all agreements that you agreed to PRIOR to making a purchase.

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If the financial/credit institution resolves the chargeback in your favor, and you have received the item(s), we reserve the right to request the item be shipped back to us. You will be fully financially responsible for sending the product(s) back to us, without exception.

If you have any questions regarding the chargeback protection plan policy, please email us at getsupport@shopdrestiny.com, and we will forward the email directly to our legal department. 

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You can also send a cheque, or money order or any other legal documents by mail to the following address:

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54 Gould St, Trenton ON, K8V1Y6

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Thank You!