Refund policy

• 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 - this includes sizing issues. You will only be eligible for a refund for these issues if you can prove your claim with photographic evidence. If you are claiming there are issues with 'sizing' or if you are claiming that the sizing you received is different than the size guide provided, on the product page, or that the images are inaccurate then you must submit up close photographic evidence of the measurements or issues you claim are incorrect. This does not include color issues unless the color issue is substantial. For example if you order an item labelled as 'coral' and you receive an item that is red in nature you would not be eligible, however if the item you received was green then you would be eligible. (You must include the shipping label in the photographic evidence for the photographic evidence to be considered valid.)
• 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 within 90 days, and it was not due to factors related to you the buyer. (for example the wrong shipping address was provided when ordered)
• You raise a claim by filing a complaint by emailing us or messaging us within 14 days* after the delivery of your order (we will use the delivery date provided by the shipping company as the 1st day and you will have until the 14th day to file for a refund by filling out the mandatory return/refund form) 
• Your account is in good standing. (If you've ever filed a fraudulent chargeback, you are automatically ineligible to apply for a refund for 180 days)
• Your product or item was not customized in any way! Anything that has been customized, defaced, soiled, damaged, modified, or altered in any way is immediately deemed ineligible for a refund. Custom-made items are never eligible for a return/refund as they have been custom-made as per your request, and we cannot donate or re-sell such items.
• 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). 17% restocking fee will still be applicable in these cases and will be reflected in your refund
• Your item/order has not been marked as delivered by the shipping company. For any packages marked delivered, but not received, you must contact your local post office if you did not receive this item and file a claim through them. If you are unable to locate the order we shipped after it's been marked as delivered, we will not refund that order 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. Or if your order was placed somewhere and stolen, it's your responsibility to arrange with your Country's postal company prior to delivery to hold the package, or make alternative arrangements for delivery prior to receipt.
• New Zealand & Canada are eligible for refunds however the return shipping costs are ALWAYS the responsibility of the customer, whereas if you live in the other Countries we sell to you may qualify for Free Returns. If you live in the United States, Australia or United Kingdom then we will pay the return shipping costs ONLY for items marked as being part of our FREE RETURN program.* You are required to check the return status of an item(s) prior to checkout and if the  item your ordering is not part of our FREE RETURN program 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 you placed your order and they will immediately launch an investigation and depending on the result you might be eligible for a refund at this time. 
• If you agree to pay a restocking fee of 17%. A 17% restocking fee will be assessed on all returns and any custom orders that are cancelled. (You only have 24 hours to cancel custom orders, after 24 hours, we will not cancel custom orders).
• You  complete the return/refund form. It is mandatory to fill out the return/refund form PRIOR to an agent being assigned to review your return/refund request! If you refuse to fill out our return/refund policy, you will automatically be deemed ineligible for a refund. If you are having technical issues, please email us so we can help you! Please email us to get the form, or please click HERE to complete it now! Once you have completed the return/refund form and agent will email you back with an answer within 72 hours.
• **NOTE - In very rare cases, the 'Free Return' sticker is applied to a product in error OR you may not qualify for a free return, depending on the answers provided by you to us on the mandatory return/refund form. Therefore, the decision reached by our return/refund department is always VALID and always overrides the eligibility for the Free Return program on the item(s) even if that product is legitimately part of the Free Return Program. This includes products under the Free Return program that are being returned for 'sizing issues'. If you are returning an item for 'sizing issues' you will automatically be denied eligibility to our Free Return program, as you are required to use the size guides provided and measure yourself and then order the size needed according to the size guide NOT your usual or normal size. We ship from Countries all over the World to Countries all over the World so you CANNOT order sizes out of habit and you MUST measure and refer to the size guide(s) provided. Unless you can prove the size guide for the item(s) you ordered is incorrect with a 2-4CM grace, then you will not be eligible for the Free Return Program for sizing issues. In addition to this for an item(s) to be eligible for the Free Return Program when claiming a sizing issue, you must explain on the return/refund form that you measureed prior to placing your order. 

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 14 days!) - by filling out our mandatory return/refund form or by clicking HERE to contact us if you are having technical issues.

 If the item you purchased is not part of our free return policy*, then you (the customer) are 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 (must be substantially different - see protection terms and conditions at the top of this page)  or if you wish to return due to a faulty size guide (with 2-4cm grace), or there is damage of some kind, please move on through the steps. Please see above protection terms and conditions at the top of this page for color related issues. It is MANDATORY to fill out our return/refund form! 

1A - In the return/refund form please submit an image/images of the damaged or substantially different product, AND you MUST include the shipping label in the picture. If you do not have the shipping label you will automatically be deemed ineligible for refund. 

Once you have filled out the return/refund form, it will be assigned to an agent from our return/refund department and you will be contacted VIA the email address on your order within 72 hours. The return/refund agent's decision always will override eligibility to the Free Return program. 

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 2 - If you've been approved to return an item for a refund under the Free Return program, you will be emailed a Free Return label. It will be your responsibility to print the label and drop it off at the shipping company listed on the label. Some shipping companies do arrange pick ups, and you would need to visit their websites, or call their customer service, to find out more about these services. You will have 4 business days to return the item to us using the Free Return label provided. If you do not ship it back within 4 business days, that label will expire and we cannot under any circumstance provide another label. If the label expires and you still want a refund, you will be responsible for paying to return the item for a refund. Once the item has been delivered to us and scanned in and inspected for damages (outside of those claimed in the return/refund form to be our damages), we will provide a refund to your original form of payment minus the 17% restocking fee. You will recieve an email this refund has been completed from our end, however it can take an additional 5-9 business days for your financial institution to process the credit on their end.  For help with the return process please visit here; https://www.shopdrestiny.com/pages/return-instructions

Return Shipment Fee

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 does not offer free returns then please note that in that case of return, you the buyer must bear the cost of returning the product to us. 

*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.

During the initial contact with us regarding a possible refund request, we will immediately determine whether or not the product you purchased is part of our Free Return program*. 

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. Please review protection terms and conditions at the top of this page for full details. Please keep in mind that you will receive a full refund once returned minus a 17% restocking fee.

*NOTE - In very rare cases, the 'Free Return' sticker is applied to a product in error OR you may not qualify for a free return, depending on the answers provided by you to us on the mandatory return/refund form. Therefore, the decision reached by our return/refund department is always VALID and always overrides the eligibility for the Free Return program on the item(s) even if that product is legitimately part of the Free Return Program. This includes products under the Free Return program that are being returned for 'sizing issues'. If you are returning an item for 'sizing issues' you will automatically be denied eligibility to our Free Return program, as you are required to use the size guides provided and measure yourself and then order the size needed according to the size guide NOT your usual or normal size. We ship from Countries all over the World to Countries all over the World so you CANNOT order sizes out of habit and you MUST measure and refer to the size guide(s) provided. Unless you can prove the size guide for the item(s) you ordered is incorrect with a 2-4CM grace, then you will not be eligible for the Free Return Program for sizing issues. In addition to this for an item(s) to be eligible for the Free Return Program when claiming a sizing issue, you must explain on the return/refund form that you measureed prior to placing your order. 

**Free Return Stickers are listed on eligible products unless put on in error (see above), however, sometimes Canada is exempt for the FREE RETURN Program. The best way for you (the customer) to check Free Return Eligibility is to refer to the last bullet point listed on each products' specifications. It will tell you in this bullet point if Canada is included or exempt from the program. 

Free Returns

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.* In most cases it should also tell you in the product description if that product is eligible for the program. The best way to do this is to check the last bullet point listed on each products' specifications. 

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.  

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.

*NOTE - In very rare cases, the 'Free Return' sticker is applied to a product in error OR you may not qualify for a free return, depending on the answers provided by you to us on the mandatory return/refund form. Therefore, the decision reached by our return/refund department is always VALID and always overrides the eligibility for the Free Return program on the item(s) even if that product is legitimately part of the Free Return Program. This includes products under the Free Return program that are being returned for 'sizing issues'. If you are returning an item for 'sizing issues' you will automatically be denied eligibility to our Free Return program, as you are required to use the size guides provided and measure yourself and then order the size needed according to the size guide. NOT your usual or normal size. We ship from Countries all over the World to Countries all over the World so you CANNOT order sizes out of habit and you MUST measure and refer to the size guide(s) provided. Unless you can prove the size guide for the item(s) you ordered is incorrect with a 2-4CM grace, then you will not be eligible for the Free Return Program for sizing issues. In addition to this for an item(s) to be eligible for the Free Return Program when claiming a sizing issue, you must explain on the return/refund form that you measureed prior to placing your order. 

**Free Return Stickers are listed on eligible products unless put on in error (see above), however, sometimes Canada is exempt for the FREE RETURN Program. The best way for you (the customer) to check Free Return Eligibility is to refer to the last bullet point listed on each products' specifications. It will tell you in this bullet point if Canada is included or exempt from the program. 

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

Return items locally and easily! We will email you (to the email address on the order) the return code or label and then you need to 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 minus the 17% restocking fee will be made to you once we confirm receipt of your returned parcel and inspect it to make sure it meet the conditions for reimbursement. (we will never approve a refund prior to receiving the items back to the warehouse).

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 if approved for the free return program* and if you meet all conditions such as returning it within 4 days after we've sent you the shipping label.

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 return for refund service but you the customer will have to cover the return shipping costs to the designated return address. Therefore, we strongly encourage and ask that you please consider returning jointly the products to avoid paying that additional shipping cost. 

*NOTE - In very rare cases, the 'Free Return' sticker is applied to a product in error OR you may not qualify for a free return, depending on the answers provided by you to us on the mandatory return/refund form. Therefore, the decision reached by our return/refund department is always VALID and always overrides the eligibility for the Free Return program on the item(s) even if that product is legitimately part of the Free Return Program. 

This includes products under the Free Return program that are being returned for 'sizing issues'. If you are returning an item for 'sizing issues' you will automatically be denied eligibility to our Free Return program, as you are required to use the size guides provided and measure yourself and then order the size needed according to the size guide NOT your usual or normal size. 

We ship from Countries all over the World to Countries all over the World so you CANNOT order sizes out of habit and you MUST measure and refer to the size guide(s) provided. Unless you can prove the size guide for the item(s) you ordered is incorrect with a 2-4CM grace, then you will not be eligible for the Free Return Program for sizing issues. In addition to this for an item(s) to be eligible for the Free Return Program when claiming a sizing issue, you must explain on the return/refund form that you measured prior to placing your order. 

**Free Return Stickers are listed on eligible products unless put on in error (see above), however, sometimes Canada is exempt for the FREE RETURN Program. The best way for you (the customer) to check Free Return Eligibility is to refer to the last bullet point listed on each products' specifications. It will tell you in this bullet point if Canada is included or exempt from the program. 

Statutory Rights

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.

File a Complaint

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

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

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

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 yourself 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 14 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.

Our refund policy states that you MUST contact us if you have any issues with your order prior to filing a chargeback by emailing us at getsupport@shopdrestiny.com

If you receive your item, and you wish to get a refund, you must contact us within 14 days and give us the opportunity to resolve the issue prior to filing a chargeback with your banking or credit institution.

If you file a chargeback your account status is marked as 'high risk' and therefore you will not be eligible to take advantage of our Free Return program for 180 days, if you make any subsequent orders after filing for the chargeback.

IMPORTANT CONSUMER INFORMATION 

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. 

FINANCIAL RETRIBUTION

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.

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. 

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.

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. 

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

54 Gould St, Trenton ON, K8V1Y6

Thank You!