Return, Exchange and Refund Policy

Last updated: July 20, 2026

Thank you for shopping at DMTX Store. We hope you are satisfied with your purchase. Please read this Return, Exchange, and Refund Policy carefully before placing an order.

If applicable laws in your location mandate higher standards regarding return, exchange, or refund rights, those local laws shall prevail.

I. Application Period

Unless otherwise stated on the product page, you may submit a request for return or exchange within 7 days of receiving the item.

Requests submitted after this period may not be accepted, except in cases involving quality issues or where otherwise required by applicable law.

Submitting a request does not guarantee automatic approval. We will review the request based on order details, the condition of the item, and relevant supporting documentation.

II. Basic Conditions for Return or Exchange

Items submitted for return or exchange must generally meet the following conditions:

– The item has not been used, washed, altered, or damaged by the user;
– The item remains in its original condition as received;
– Packaging, tags, manuals, accessories, and complimentary gifts are complete;
– A valid order number or proof of purchase can be provided;
– The item is in a condition suitable for resale;
– The request is submitted within the specified timeframe.

If the returned item does not meet the above conditions, DMTX Store reserves the right to refuse the return or exchange, or to deduct a corresponding fee based on the extent of the item's depreciation or damage.

III. Items Ineligible for No-Reason Returns or Exchanges

Unless the item has quality issues or applicable laws dictate otherwise, the following items are generally ineligible for no-reason returns or exchanges:

– Items customized or manufactured according to user specifications;
– Software, authorization codes, and digital products that have been unsealed, activated, or used;
– Downloadable content, membership services, online services, and virtual goods;
– Items that have been used, installed, or show obvious signs of use;
– Intimate apparel or personal care items unsuitable for return due to hygiene or health reasons;
– Items where the removal of tags, seals, or packaging affects resale;
– Perishable goods, items with a short shelf life, or items nearing their expiration date;
– Clearance items explicitly marked on the product page as ineligible for return or exchange;
– Items damaged due to improper handling, storage, or accidents caused by the user;
– Other items excluded from no-reason return policies by law or regulation.

Eligibility for return or exchange is determined by the information provided on the product page, the checkout page, and the order confirmation.

IV. Product Quality Issues

Please contact us as soon as possible if you encounter any of the following issues with your received items:

– Damaged items;
– Items that do not function properly;
– Items with obvious manufacturing defects;
– Discrepancy between the actual item and the order;
– Missing items or quantity shortage;
– Receipt of the wrong item.

When submitting a request, please provide:

– Order number;
– Description of the issue;
– Photo of the item in its entirety;
– Clear photo or video of the specific area with the issue;
– Photo of the outer packaging;
– Photo of the shipping label;
– A complete unboxing video, if necessary.

If the issue is verified as a product quality defect, shipping damage, or a case of incorrect or missing items, we will provide a resolution based on the specific circumstances—such as a replacement, exchange, repair, partial refund, or full refund.

V. Returns Unrelated to Quality Issues

If the product has no quality issues but you wish to return it for personal reasons—such as:

– Disliking the product;
– Purchasing by mistake;
– Selecting the wrong size, color, or specification;
– Duplicate purchase;
– No longer needing the product;
– Entering an incorrect delivery address or recipient information;

We may accept the return request provided the product meets the return criteria; however, the user is generally responsible for the return shipping costs.

If the product is damaged during the return transit due to improper packaging by the user, the user may be held liable for the resulting losses.

VI. Exchange Instructions

If you wish to exchange an item for a different color, size, or specification, please contact us first to confirm stock availability.

Items for exchange must meet the return and exchange criteria.

If the desired replacement item is out of stock, you may choose to:

– Exchange it for another available item;
– Apply the funds to a different order;
– Proceed with a refund.

DMTX Store will cover reasonable shipping costs for exchanges resulting from product quality issues.

For exchanges requested due to personal reasons, the user is generally responsible for shipping costs in both directions.

VII. Return Request Process

Before returning an item, please follow the steps below:

1. Contact us using the contact details published on the DMTX Store website;
2. Provide your order number and the reason for the return;
3. Provide photos, videos, or other proof of the item as requested;
4. Wait for the review of your return request;
5. Upon confirmation, ship the item back to the designated address using the specified method;
6. Retain the tracking number and proof of shipment;
7. Wait for the item inspection and refund processing.

Do not return the item without prior confirmation.

Unauthorized return packages may not be correctly identified, received, or processed.

Do not ship returns using "Cash on Delivery" (COD) or "Freight Collect" unless we have explicitly agreed to it.

VIII. Return Address

The return address may differ from the original shipping address.

Do not ship the item directly back to the original shipping address listed on the courier label.

Once your return request is approved, we will provide you with the correct return address and relevant instructions.

The user may be held liable for delays, loss, or additional costs resulting from shipping to an incorrect address.

IX. Refund Amount

The refund amount will be determined based on the specific details of the order.

Approved refunds may include:

– The cost of the item(s) eligible for a refund;
– Reasonable standard shipping costs incurred due to product quality issues;
– Other costs mutually agreed upon by both parties.

The following costs are generally non-refundable:

– Expedited shipping fees from the original order;
– Gift wrapping fees;
– Return shipping costs incurred due to personal reasons;
– Customs duties, import taxes, customs clearance fees, or third-party handling fees;
– Shipping insurance purchased independently by the user;
– Reasonable deductions for any reduction in the item's value.

If the order involved coupons, "spend-and-save" discounts, or bundle offers, the refund amount will be recalculated based on the actual amount paid.

X. Refund Processing Time

Once we receive the returned item(s), inspection is typically completed within 3 to 7 business days.

After the refund request is approved, funds are usually returned via the original payment method.

The time it takes for funds to appear in your account depends on the payment channel, bank, or card issuer; this usually takes an additional 5 to 10 business days, though it may take longer in some cases.

DMTX Store has no control over the actual processing speed of banks or payment institutions.

XI. Partial Refunds

We may issue only a partial refund in the following situations:

– The item shows obvious signs of use;
– Packaging, accessories, tags, or free gifts are missing;
– The item is damaged due to user action;
– The condition of the item affects its resale;
– The returned item does not match the original order;
– The item has significantly lost value.

The specific refund amount will be determined based on the actual condition of the item.

XII. Refund Failure or Non-receipt

If the refund status shows as "completed" but you have not received the funds, please check the following:

– The original payment account;
– Your bank card statement;
– Your payment platform balance;
– The refund processing status with your bank or card issuer.

Some payment institutions may display the refund as a reversal of the original transaction rather than a new incoming credit.

If you have not received the refund after a reasonable amount of time, please contact us and provide your order number and relevant payment details.

XIII. Order Cancellation

If you need to cancel an order, please contact us as soon as possible before the order is shipped.

If the order has not yet entered the packaging or shipping process, we will do our best to cancel it for you.

If an order has already been packed, shipped, or handed over to a logistics provider, we may be unable to cancel it directly. You may apply for a return in accordance with this policy after receiving the items.

Customized items, digital products, or service orders where fulfillment has already commenced may not be eligible for cancellation.

14. Refusing Delivery

Please do not refuse a package without prior confirmation.

Return shipping costs, storage fees, customs duties, or other charges resulting from a user refusing delivery for personal reasons may be deducted from the refund amount.

If the package shows signs of severe damage or obvious irregularities, please take photos or a video and contact us immediately.

15. Returned or Lost Packages

When shipping a return, please use a delivery method that allows for tracking and keep the shipping documentation safe.

If the user cannot provide valid tracking information, we may be unable to verify that the item has been returned.

If a return package is lost or damaged due to the logistics provider chosen by the user, the user must first resolve the issue with that provider.

If the return is shipped using a prepaid shipping label provided by DMTX Store, the process will be handled according to the method agreed upon by both parties.

16. Digital Products and Software Services

Digital products, downloadable content, software licenses, redemption codes, membership services, and online services are generally non-returnable and non-refundable once sent, downloaded, activated, redeemed, or used.

Please contact us immediately if you encounter any of the following issues with digital products:

– Unable to download;
– Invalid license code;
– Actual content does not match the product description;
– Unable to use normally due to technical failure.

If the issue is verified to be related to the product or system, we will provide a re-send, technical support, a replacement license, or a refund, depending on the specific circumstances.

17. Cross-Border Orders

Cross-border returns may involve international shipping costs, customs duties, import taxes, export formalities, and customs clearance fees.

Unless the product has quality issues or we have otherwise confirmed in writing, the user is generally responsible for costs associated with cross-border returns.

When returning items, please complete the logistics and customs declaration information in accordance with our requirements.

The user may be held liable for losses resulting from the return, detention, or destruction of goods caused by incorrect declarations, customs clearance failure, refusal to pay taxes/fees, or violations of local regulations.

18. Abuse of Return and Exchange Policy

DMTX Store reserves the right to reject return or exchange requests and may restrict the associated account's continued use of services if any of the following occur:

– Frequent malicious returns;
– Returning items that have been swapped or substituted;
– Submitting false photos, videos, or proof;
– Intentionally damaging items before requesting a refund;
– Repeatedly obtaining refunds via payment disputes;
– Other fraudulent or abusive behavior.

19. Contact Us

To request a return, exchange, or refund, or to report an issue with a product, please contact us using the details provided on the DMTX Store website.

When contacting us, please provide:

– Order number;
– Name or contact details used when placing the order;
– Product name;
– Reason for the request;
– Relevant photos, videos, or logistics information.

We will process your request as soon as possible after receiving the complete information.

DMTX Store reserves the right to update this policy to the extent permitted by law. Updated policies will be posted on this page and become effective upon publication.