Refund policy

At Deen Dreams, we want you to shop with confidence. If you are not fully satisfied with your purchase, you may request a return or exchange in accordance with the terms below.

1. Right to Return

If you purchased a product online from Deen Dreams, you may request a return within 14 days from the date you receive your order, without needing to provide a reason, provided the item is returned in accordance with the conditions below.

2. Conditions for Return

To be eligible for a return, the item must:

  • Be unused and in its original condition
  • Be returned in its original packaging
  • Include all accessories, manuals, tags, and any promotional items received with the order
  • Not be damaged due to misuse, improper handling, or customer negligence

We reserve the right to reduce the refund amount if the returned item shows signs of use beyond what is necessary to inspect its nature, characteristics, and function.

3. Exchanges

We offer exchanges for:

  • Damaged items received upon delivery
  • Defective products
  • Incorrect items sent by mistake
  • Size or variant exchange, where applicable and subject to stock availability

If you would like to exchange an item, please contact us first before sending the product back.

4. Non-Returnable / Non-Exchangeable Items

The following items cannot be returned or exchanged unless they are defective or incorrectly delivered:

  • Personalized or custom-made products
  • Sealed items that are not suitable for return for hygiene or health protection reasons once opened
  • Perishable goods
  • Digital products or downloadable content once access or download has begun
  • Any item clearly marked as non-returnable on the product page

These exceptions are generally recognized under EU consumer rules for distance selling.

5. Return Shipping Costs

Unless the item is faulty, damaged, or incorrectly delivered, the customer is responsible for the cost of return shipping. If the return is due to our error or a defective product, Deen Dreams will cover the return or replacement process as applicable.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be processed to the original payment method
  • Refunds are typically issued within 14 days from the date we confirm the cancellation request, although we may wait until the goods are received back or until proof of return is provided, where applicable

Please note that original shipping fees may only be refunded where required by applicable law or where the return is due to our error.

7. Damaged, Faulty, or Incorrect Items

If you receive an item that is defective, damaged, or different from what you ordered, please contact us within 48 hours of delivery and include:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the problem

In such cases, we will review the claim and offer an appropriate solution, which may include:

  • Replacement
  • Repair
  • Price reduction
  • Full or partial refund

Under EU consumer rules, customers generally benefit from a minimum 2-year legal guarantee for goods that are faulty or not as advertised.

8. How to Request a Return or Exchange

To start a return or exchange request, please contact us by sending an email

Please do not send items back before receiving confirmation and return instructions from our team.

9. Return Address

Returned items must be sent only to the return address provided by our support team after approval of the request.

10. Important Notes

  • Items returned without prior approval may be refused
  • We are not responsible for returns lost in transit without valid tracking
  • We recommend using a tracked shipping service for all returns
  • This policy applies in addition to any mandatory consumer rights provided under applicable local law