Refund policy

Refund And Return Policy

We want customers to feel confident ordering from deontebo. If you need help with a return, damaged item, incorrect item, or refund, contact us at help@deontebo.shop.

Return Window

You may request a return within 30 days after delivery, unless the product page says the item is final sale or non-returnable. To be eligible for a return, the item must be unused, in its original condition, and in its original packaging when possible.

Some products may have supplier-specific return rules. If a Shopify Collective supplier fulfills your item, the return may be processed through that supplier's return workflow.

Shopify Collective Supplier Returns

Some products are sourced and fulfilled through Shopify Collective suppliers. For these items, return requests may be reviewed by deontebo and the supplier. When applicable, the supplier may create the return label and provide return instructions.

Our current Shopify Collective return setup may allow the supplier to create a return label within 2 business days, with a 30-day return window, no label fee, and no restocking fee, unless a custom supplier policy or product-specific rule applies.

If your order contains items from more than one supplier, each item may need to be returned separately according to the supplier responsible for that item.

How To Start A Return

Email help@deontebo.shop with:

• Your order number
• The email address used at checkout
• The item you want to return
• The reason for the return
• Photos if the item is damaged, defective, or incorrect

Do not send items back before your return is approved and you receive return instructions. Items sent to the wrong address or without approval may not be accepted.

Damaged, Defective, Or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with photos and your order number. We will review the issue and work with the supplier when applicable to provide a replacement, return, or refund.

This does not limit any rights you may have under applicable consumer protection laws.

Final Sale And Non-Returnable Items

Certain items may be final sale or non-returnable for hygiene, safety, customization, digital access, gift card, or clearance reasons. If an item is final sale, this will be stated on the product page or during checkout where applicable.

Refund Timing

Approved refunds are issued to the original payment method. After a refund is processed, your bank or payment provider may take additional time to post the refund to your account.

For Shopify Collective items, the customer refund may occur after the supplier approves and processes the supplier-side refund, depending on the return workflow used for that product.

Cancellations

Contact us as soon as possible if you need to cancel or change an order. We cannot guarantee cancellation after an order has entered processing or fulfillment with a supplier.