RETURNS AND REFUND POLICY

If you believe that the product(s) delivered are either defective, damaged, or they are not the product(s) that you ordered, you must contact us at support@drdilly.com first and follow the procedure below.

Procedure for returning product(s):

  1. To let us know that there is something wrong with your product(s), contact us at support@drdilly.com with your order number and details of the product(s) that you would like to return and with a brief explanation, including images, as to why. Contact us as soon as possible, and no later than within 14 calendar days of receipt of your purchase.
  2. After speaking with our team via support@drdilly.com, if you are eligible for a return, we’ll send you instructions on how and where to send your package. Product(s) sent back to us without first contacting our customer care team will not be accepted. You must use a tracked service, we can’t take any responsibility for any lost, delayed or damaged packages. You are advised to keep any proof of having returned the product(s) by the tracked service, or any other means that allows proof of a specific date of return. If you don’t do this and we don’t receive the product(s) at all, or within a reasonable time, we won't refund you the price.
  3. We do not issue pre-paid returns labels, and we do not refund delivery costs, including both the original delivery costs and return delivery costs.
  4. All returned product(s) must be in their original packaging. Any personalised or altered products, or products that are returned damaged, used, incomplete, will not be refunded and will only be returned to you at your request and expense. If your return does not comply with the above terms and conditions, we will not be able to reimburse you for the cost of the Product(s).

When and how we will refund you:

  1. Once we have received your returned product(s) we will send you an email confirmation of its/their arrival with us and we will confirm whether a refund will be issued.
  2. We will process a refund of the price invoiced for any product(s) returned to us correctly, within 7-14 working days from the date that we receive the returned product(s). Please allow an additional 7-10 working days for the refunded amount to appear in your account.
  3. We will not accept any revised, altered, used, damaged or soiled product(s) for refunds.
  4. We will only refund you by the method that you used for your original payment.
  5. If you have not received a refund confirmation email once the 14 working days have passed since we received your product(s), please email us at support@drdilly.com.

Exchanges:

Please kindly note that we do not accept exchanges on any of our products. All purchases are final. Please ensure that you review your order carefully before completing your purchase.