REFUND POLICY

Effective: January 2023

  1. Our refund window is 14 days. If 14 days have gone by since you received your purchase, unfortunately we cannot offer you a refund.
  2. We allow 21 days from the date of delivery for the return of International Items outside the UK,  beyond 21  days  unfortunately we cannot offer you a refund.
  3. Please return order to address:  STATEN HOUSE, 51 RILLATON WALK, MILTON KEYNES, MK9 2BX.  Please Contact Us.
    • The return shipping costs and duties fees are at the cost of the buyer. Strongly recommend the buyer gets tracking and insurance on your returned package. Lost returned packages will not be refunded.
    • Package the items carefully, any goods adamaged during the return transit will not be refunded.
  4. Due to the hygienic nature of most of our products, most items are completely non-refundable  and other items have conditions to their refunds. For hygiene reasons, we are unable to refund payment on wigs and hairpieces that show signs of having been worn, cut, brushed or styled. Refund will NOT applied in the following circumstances:
    • Any item not in its original condition. Item must be returned unworn, unbrushed, complete with tags and original packaging and lace intact.
    • Items that show signs of use or wear. To be eligible for a return, your item must be unused and in the same condition that you received it.  No refunds will be issued for wigs that show signs of use, have been brushed or have acquired additional odours or gels.
    • Damaged items or items missing parts for reasons not due to our error.
  5. A restocking fee of 10% may be deducted from refund under certain conditions as outlined below.
  6. Sale items cannot be refunded
  7. Refund Approval and Rejection: After we receive product, we will issue a response after careful examination and inspection of product and packaging. The response will notify you of the approval or rejection of your refund request. If your request is approved, you will get a refund via the same payment method account or Paypal.
  8. Order Cancellations :
    • Orders  must be cancelled within 8 hours of being ordered, otherwise we reserve the right to fulfil the order and the buyer is liable to return the return the product already in transit . Please Contact Us.
    • The buyer is also liable for return shipping costs.
    • Dionoire Ltd reserves the right to unilaterally cancel any order made
  9. Missed Delivery, Undeliverable or Unclaimed items:
    • When the local courier attempts to deliver the package multiple times and finds no-one at home, the buyer is responsible for delivery re-arrangement and costs. The buyer is also liable fpr arranging collections at the local post office.
    • If the post office returns the item to us because no-one was home, after mutiple delivery attempts, or because the item was not collected or because of an incorrect postal address being given, then the buyer is liable to pay a redelivery shipping costs. If you decide that you no longer want the item. The return will be subjected to a 10% restocking fee and a 10% cancellation fee.
  10. Non-receipt: All items are sent via a tracked or signed method of posting. It is the buyer’s responsibility to track the item. If an update to tracking cannot be seen for 3 days, or the item is showing as delayed for whatever reason, it is the responsibility of the buyer to contact Dionoire so that we can determine if a case should be opened. If you have an issue with your order, you should contact Dionoire on the same day as the delivery otherwise your order will be considered to have been accepted as ordered.
  11. Late or missing refunds : If you haven’t received a refund yet, first check your bank account or Paypal again. Then contact your card company or paypal, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, then please contact us.
  12. Disputes: If you would like to raise an issue or dispute about an item received or not received, then the you should contact us. Dionoire require 28 working days to resolve disputes. Should the dispute case be found in favour of the buyer by a third party payment provider, Dionoire reserves the right to recover all costs and sale value through legal action. Your statutory rights are not affected