Refund and Returns Policy

At Dwellvea, we strive to ensure complete customer satisfaction by providing a clear and fair refund and returns policy. We understand that circumstances may change, and you may need to return or exchange a product. To facilitate this process, we offer detailed guidelines to ensure a smooth and hassle-free experience.

1. Return Policy

We recognize that some products may not meet your expectations, so we offer a return option under the following conditions:

  • Return Period: You may return products within 14 days from the date of receipt, provided they are in their original condition.
  • Product Condition: The product must be unused, undamaged, and in its original packaging, including all accessories.
  • Required Documentation: The product must be accompanied by the order number or purchase invoice to verify the transaction.
  • Non-Returnable Products: Certain items cannot be returned, such as health-related products and personal care items.
  • Quality Inspection: Products will be inspected upon receipt to ensure they meet return conditions before approval.
  • Customer Responsibility for Shipping Damage: The customer is responsible for ensuring that returned products are packed securely to avoid damage during shipping. We recommend using a reliable shipping service with secure packaging.

If you receive a defective or incorrect product, you can exchange it at no additional cost.

2. How to Initiate a Return

To return a product, please follow these steps:

  1. Contact us via email at support@dwellvea.com or WhatsApp at +971582980673.
  2. Provide a reason for the return and attach clear photos if the product is defective.
  3. We will review your request and confirm if it meets our return policy.
  4. Once approved, you will receive return shipping details and instructions.
  5. After we receive and inspect the product, we will notify you of the evaluation results via email.

3. Return Shipping Fees

  • Free return shipping if the product is defective, damaged, or incorrect.
  • If returning due to a change of mind or reasons unrelated to product quality, the customer will bear the full cost of return shipping.
  • Original shipping fees will be deducted from the refund if the return is not eligible for free returns.
  • If exchanging an item, additional shipping fees may apply based on location.
  • Customers should ensure that returns are shipped using a service with a tracking number to confirm receipt.

4. Refund Policy

Once the returned product has been received and inspected, refunds will be processed as follows:

  • Refunds will be issued to the original payment method within 3-7 business days.
  • Customers will receive a confirmation email once the refund is successfully processed.
  • If the returned product does not meet return conditions, the refund request may be denied.
  • We reserve the right to reject refund requests for used or non-original condition items.
  • Shipping fees from the original order are non-refundable unless the product was defective or the order was incorrectly processed.

5. Exchange Policy

If you would like to exchange a product for another item, please contact us, and we will assist you in selecting a suitable replacement. The exchange policy follows the same return criteria:

  • Exchanges are subject to stock availability.
  • Customers may choose to exchange for the same product or another item from the same category, with price adjustments as necessary.
  • Replacement items will be shipped once the original product is received and inspected.
  • Customers bear the shipping costs for exchanges if the original product was delivered correctly.

6. Non-Returnable Items

Certain products cannot be returned or exchanged, including:

  • Personal items such as cosmetics, fragrances, and skincare products.
  • Health-related products such as masks and medical supplies.
  • Custom-made or personalized items.
  • Opened or used products that are no longer in resale condition.
  • Items damaged due to improper use or storage.
  • Products with tampered security seals or warranties.

7. Refund Processing Methods

  • Credit/Debit Cards: Refunds will be credited back to the same card used for payment.
  • PayPal / Apple Pay / Google Pay: Refunds will be processed back to the original account.
  • All refund requests are processed within 3-7 business days, but some banks may take additional time to complete the transaction.
  • Customers will receive an email notification once the refund is successfully processed.
  • Additional service fees, such as express shipping or gift wrapping, are non-refundable.

8. What Happens If I Do Not Receive My Order?

If your order has not arrived within the expected delivery time, please contact us via email or WhatsApp to check its status. We will assist you in tracking the shipment and provide an update. If delivery issues arise, we will offer appropriate solutions, including reshipment or a full refund if necessary.

  • If delays occur due to logistical issues or carrier problems, we will work diligently to resolve the matter as quickly as possible.
  • If a package is lost entirely, the full amount will be refunded, or a replacement order will be shipped at no additional cost.

9. When Is a Return or Refund Request Denied?

  • If the product does not meet return conditions or shows clear signs of use.
  • If the item is returned without all original accessories or packaging.
  • If proof of purchase (invoice or order number) is not provided.
  • If the product is not eligible for return according to the stated policy.
  • If the product was damaged due to improper handling or storage.
  • If the return request is made after the allowed period has expired.

10. How to Contact Us

At Dwellvea, we strive to provide a seamless and convenient shopping experience. If you have any inquiries regarding our return and refund policy or need further assistance, please contact us through:

📧 Email: support@dwellvea.com
📞 Phone / WhatsApp: +971582980673
🌍 Contact Form on Our Website

We are here to serve you and ensure your complete satisfaction with our services!