Returns & Refunds Policy
DOTZSO — Last Updated: July 2026
📋 Quick Summary
- Return Window: 30 days from delivery
- Condition: Unused, unopened, in original packaging
- Refund Method: Original payment method
- Return Shipping: Free for defective/damaged items; customer pays for change-of-mind returns
- Processing Time: 5–7 business days after we receive the return
- Order Cancellation: Within 12 hours of placing your order
1. Return Eligibility
You may return most items purchased from dotzso.com within 30 calendar days from the date your order is delivered.
To qualify for a return, your item must be:
- Unused and unopened
- In its original packaging with all accessories included
- In the same condition you received it
Items that cannot be returned:
- Opened diamond painting kits where the protective film has been peeled off
- Customized or personalized orders (custom diamond painting designs)
- Items marked as “Final Sale” or “Clearance” at the time of purchase
- Gift cards
2. How to Start a Return
To initiate a return, please follow these steps:
1
Kontaktieren Sie uns at
DOTZSO.us@gmail.com with the subject line “Return Request – Order #[Your Order Number]”
2
Include in your email: your order number, the item(s) you wish to return, the reason for the return, and clear photos of the item if it arrived damaged or defective.
3
Wait for approval. Our team will review your request and reply within 1–2 business days with return instructions and the return shipping address.
4
Ship the item back using a trackable shipping method. Keep the tracking number — we cannot process your refund without proof of delivery.
5
Refund issued. Once we receive and inspect the returned item, we’ll process your refund within 5–7 business days.
⚠️ Important: Please do not send your item back without contacting us first. Unauthorized returns will not be accepted.
3. Damaged or Defective Items
We carefully inspect every kit before shipping, but if your order arrives damaged, defective, or with missing components, we’ll make it right — at no cost to you.
What to do:
- Contact us within 48 hours of receiving your order
- Send photos or a short video clearly showing the issue to DOTZSO.us@gmail.com
- Include your order number in the email
After we verify the issue, we will offer one of the following:
- A full refund (including original shipping cost)
- A free replacement shipped to you at no additional charge
- Store credit for the full purchase amount, plus an extra 10% for the inconvenience
Note on Missing Diamonds: All our kits include an extra 30% of diamonds. If you run short, first check the extra diamonds provided in your kit. If diamonds are genuinely missing from your package, contact us and we’ll send you the missing colors at no charge.
4. Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed automatically to your original payment method.
Refund timeline by payment method:
| Payment Method | Refund Processing Time (after approval) |
|---|
| Credit/Debit Card (Visa, Mastercard, Amex, Discover) | 5–10 business days |
| PayPal | 3–5 business days |
| Apple Pay / Google Pay | 3–10 business days (varies by bank) |
| Shop Pay / Venmo | 3–10 business days |
Partial refunds may be granted for items that are returned with obvious signs of use, missing parts, or not in original condition — at our discretion.
Late or missing refunds: If you haven’t received your refund after the expected time frame, please first check with your bank or credit card company (processing delays are common). If you’ve done so and still haven’t received your refund, contact us at DOTZSO.us@gmail.com.
5. Exchanges
We currently do not offer direct exchanges. If you would like a different item, the fastest way is to:
- Return your original item following the return process above
- Place a new order for the item you want
This ensures you get your replacement as quickly as possible without waiting for the return to be processed first.
6. Order Cancellation
You may cancel your order within 12 hours of placing it for a full refund. After 12 hours, your order may have already entered processing and cannot be cancelled. In that case, you will need to follow the standard return process after delivery.
To cancel, email us immediately at DOTZSO.us@gmail.com with “Cancellation Request – Order #[Your Order Number]” in the subject line.
7. Return Shipping Costs
| Return Reason | Who Pays Return Shipping? |
|---|
| Defective, damaged, or incorrect item | DOTZSO covers the cost |
| Changed your mind / no longer wanted | Customer covers the cost |
| Ordered by mistake | Customer covers the cost |
We recommend using a trackable shipping service and purchasing shipping insurance for returns. We are not responsible for items lost or damaged in return transit.
8. Return Address
Our return address will be provided in the return approval email. Please wait for our response before shipping your return.
💬 Note to Site Owner: Insert your actual return warehouse address here if you prefer to display it publicly. Many small e-commerce stores choose to only provide the address upon return approval to manage returns more efficiently.
9. International Orders (Canada)
DOTZSO currently ships to the United States and Canada. All prices are listed in USD. Refunds for Canadian orders will be issued in USD at the exchange rate applicable on the date of the refund — this may differ from the original purchase rate due to currency fluctuations.
For international returns, the customer is responsible for any customs duties, taxes, or fees associated with the return shipment.
10. Contact Us
If you have any questions about our Returns & Refunds policy:
This policy was last updated in July 2026. DOTZSO reserves the right to update this policy at any time. Changes will be posted on this page and take effect immediately.
