Refund and Returns Policy
What is the refund method?
1. The refund will be sent to your DENGSS wallet or original form of payment based on the refund method you chose.
2. If you did not select a refund method, we will proceed according to your choice in the refund record.
Note: Orders paid by DENGSS Gift Card will return to the Gift Card by default.
When will I receive my refund?
Once the refund has been processed, you will receive a refund notification email. Refund time depends on your refund method and bank.
DENGSS Gift Card: 24 hours
DENGSS Wallet: 24 hours
PayPal: 1-5 business days
Credit/Debit Card: 1-15 business days
How can I get a refund if my credit/debit card is no longer valid or has expired?
For security reasons, the refund will only be processed to the original card from which the payment has been deducted.
If your original card has expired or is no longer valid, you may contact the card issuer (your bank or card company) for assistance; they will still be able to receive the money on your behalf.
How to check/find and use my wallet?
Please log in to your DENGSS account→My Assets to check whether your refund has been applied to your ‘Wallet’. Please make sure to log in to the correct account then click ‘ My Wallet .’
Wallet balances can be used on your next purchase or withdrawn and returned to your original form of payment.
What is ARN?
ARN stands for Acquirer Reference Number. Some debit/credit cards will generate the ARN when the refund is successful. The ARN will be displayed on the ‘Refund Details’ page and we will also send an email to inform you of the ARN.
If you have not received your refund within the standard time frame, please use the refund Acquirer Reference Number to contact your bank for more status updates and information.
Why is the received amount less than the refund amount?
1. The bank charges a commission fee.
2. The exchange rate has changed compared to that of the payment.
3. Refunds are used to deduct installment fees.
4. The refund is for the actual price paid, not the sale price.
If you receive less than the original amount, you may contact your bank to check the above scenarios.
Note: The original shipping fee is non-refundable.
Return Policy
How Long Do I Have To Make A Return?
If you wish to return an item because you have changed your mind about your purchase, or you have ordered the wrong size, we will accept returns within 45 days from the purchase date.
Faulty Items Returns
If you receive an item which:
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- is damaged, defective or not of acceptable quality;
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- is not fit for its intended purpose; or
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- does not match its description.
refer to our Terms and Conditions of purchase – you may be entitled to a replacement, refund or repair of the item. Faulty items do not have to be returned in their original packaging, but must be packaged appropriately to avoid damage during the return shipping process. Our returns and refund policies do not limit other rights and remedies you may have under law such as the Australian Consumer Law, including in respect of faulty items. Please contact DENGSS customer service for assistance.
Do I Have To Pay For Shipping When I Return Something?
The first return label is free , but for any additional return on the same order, a shipping fee will be deducted from your refund. If you choose the Parcelpoint, we will charge $1 . If you choose Aupost, we will charge $10.52 .
The policy applies on orders placed starting April 15th, 0 am AEST.
How Do I Make A Return?
(1) Sign into your DENGSS account.
(2) Find the order in My Orders , click the “Return Item” button.
(3) Select the item(s) you would like to return, indicate the reason, and submit.
(4) According to your request, a return link or a return label has been successfully obtained. Follow the return list guidelines to complete the return.
(5) Print out return label and securely tape it to the outside of your return package.
(6) Drop off at your designated Parcelpoint or Australia post location.
Change of Mind Return Conditions
If you wish to return an item because you have changed your mind about your purchase:
1. The items returned must be unused, with the original packing. We do not accept returns on items that have been worn, damaged, marked,washed or altered in any way.
2. The following items cannot be returned or exchanged: free gifts, bodysuits,lingerie, swimwear,jewelry, beauty, underwear, event & party supplies, DIY supplies, pet supplies and accessories (except scarves, bags, and mermaid blankets).
Note: 1.Please do not send your return to the address on your package. This is not our return address and will affect the processing of your return.
2. Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-DENGSS items.
Refunds
1. Refund method
The refund will be processed to your DENGSS wallet or the original payment account per your request. If you have not chosen where to receive your refund, the refund will be refunded to your DENGSS wallet.
2. Refund process time
Refunds are processed within 5 business days after we receive your package. This is an estimated timeframe to accommodate current situations, most refunds will be processed before this.
A) If you have chosen DENGSS wallet refund, it will be refunded within 24 hours. Wallet balances can be used on your next purchase or be withdrawn to your original payment account.
B) If you have chosen original payment account , it will be refunded within 1-2 working days for Afterpay ; 1-5 working days for PayPal ; 7-14 working days for Card Payment . Depending on the processing time of the platform/bank.
Once your refund has been issued, you will receive a confirmation email.
Note: The original shipping fee is non-refundable.
NOTE: If there is an issue with your return, please contact Customer Support within 90 days from the date your order was placed.
