Refund policy

Returns

Items may be returned within 14 days of delivery if they are unused, in their original packaging and complete with all included parts and any free or bonus items. You must contact us at oohdibs1@icloud.com with your order number before sending anything back. Returns are sent to our international returns center; we will email you the return address – do not use the sender address printed on your parcel. Returns sent without prior approval, to the wrong address, or that do not meet these conditions cannot be accepted or refunded. Return shipping costs are paid by the customer, and a tracked service is required – we are not responsible for returns lost in transit. Approved refunds are issued to the original payment method after the returned item has been received and inspected. Items returned used, damaged or incomplete may be refused or refunded in part. We do not offer exchanges or price adjustments after purchase.

Product appearance

Product images are for illustration. Packaging, colors and minor details may vary slightly from the images shown. These differences are not considered defects.

Bundle and discounted orders

If you return part of an order that received a bundle or quantity discount, the refund is reduced by the discount that no longer applies to the items you keep.

Damaged, faulty or incomplete items

If your item arrives damaged, faulty or incomplete, contact us within 7 days of delivery with your order number and clear photos or a video showing the problem, the packaging and the shipping label. Claims made after this period, or without this evidence, cannot be accepted unless you purchased the 30-Day Warranty. After review we will offer a replacement or a refund, at our discretion. We may ask you to return the item before a replacement or refund is issued.

Optional add-ons

30-Day Warranty: covers product faults under normal use for 30 days from delivery. Claims require photo or video proof of the fault. Valid claims are resolved with one replacement per item. It does not cover accidental damage, misuse, loss or normal wear.

Shipping Protection: covers parcels lost, stolen or damaged in transit. Valid claims are resolved with a reshipment or a refund, at our discretion. For parcels marked as delivered by the carrier, claims must be made within 7 days of the delivery date; all other claims must be made within 30 days of the last tracking update. We may ask for photos, a carrier investigation or other reasonable proof before approving a claim. Parcels sent to an address entered incorrectly by the customer are not covered.

Priority Shipping: your order is processed first and sent with the fastest tracked service available from our fulfillment partner. Delivery times remain estimates.

Christmas Surprise Box: the contents are a surprise and cannot be chosen or exchanged.

Optional service fees (30-Day Warranty, Shipping Protection, Priority Shipping) are not refundable once an order has shipped.

Cancellations

Orders can be cancelled within 12 hours of purchase by emailing oohdibs1@icloud.com. After that, orders enter processing and can no longer be cancelled or changed; the return policy above applies once the item is delivered.

Questions and disputes

If there is a problem with your order, please contact us first at oohdibs1@icloud.com so we can resolve it. If a payment dispute is opened with your bank, we cannot process a refund, return or replacement for that order until the dispute is closed. We reserve the right to refuse claims that appear fraudulent or abusive.

Nothing in this policy limits any rights you have under applicable law.