Refund, Resend and Returns Policy

Last Updated: October 10, 2026

At Dini, we aim to provide reliable products and satisfactory customer service. This policy explains the conditions under which refunds, replacements, cancellations, and returns may be requested.

Please read the following conditions carefully.

1. Delayed Orders

If an order remains undelivered, in transit, pending, or without updated tracking information for an extended period, customers may contact Dini to request an investigation.

Our fulfillment partner's standard dispute thresholds are:

• 60 days after dispatch from the warehouse for most destinations.

• 45 days after dispatch for orders shipped to the United States.

• 110 days after dispatch for orders shipped to Brazil.

• 100 days for orders shipped using CJPacket Liquid Line.

Certain shipping methods may have additional restrictions.

These periods describe when our fulfillment partner generally accepts shipping-delay disputes. They do not prevent customers from exercising any earlier cancellation, refund, or delivery rights provided by applicable law.

If a package is awaiting collection at a local post office, customers may be asked to contact the postal service.

2. Orders Not Received

If a customer has not received an order, they should contact Dini with their order number and relevant delivery information.

Where tracking indicates that a package has been delivered, we may investigate the shipment and request supporting documentation.

This may include confirmation from the local postal service that the package was not delivered.

Delivery problems may arise from:

• Incorrect or incomplete addresses

• Missing apartment or house numbers

• Unknown recipients

• Refused deliveries

• Packages not collected within the required period

• Unavailable safe delivery locations

• Customs clearance issues

Where a failed delivery results from incorrect information supplied by the customer, additional shipping charges may apply where legally permitted.

Packages that remain unclaimed may be returned to the carrier or sender.

A refund or replacement may be unavailable for certain customer-caused delivery failures, except where required by applicable law.

A tracking status marked as delivered does not automatically exclude a valid claim.

3. Damaged Products

If a product arrives damaged, customers should contact Dini as soon as possible.

For ordinary and electronic products, we request that damage be reported within 30 days of delivery, in line with our fulfillment partner's dispute procedures.

Customers should provide:

• Their order number

• A description of the damage

• Photographs showing the damaged product

• A video if photographs cannot adequately demonstrate the problem

Depending on the circumstances:

Severely damaged products: A full refund or replacement may be provided.

Partially damaged products: A partial refund or replacement may be offered.

Minor cosmetic imperfections that do not affect the product's intended use will be assessed individually.

Damage limited to external shipping packaging, where the product itself is unaffected, will not normally qualify for compensation.

The 30-day reporting request does not restrict statutory rights relating to defective products.

4. Incorrect or Missing Products

If an order contains an incorrect product, the wrong color or size, or missing components, customers should contact Dini.

We handle these situations as follows:

Incorrect products

If the wrong product was delivered, we will arrange an appropriate replacement or refund.

Incorrect color or size

If the delivered product differs from the ordered variation, customers may request a replacement or refund.

Missing components

If nonessential components are missing, we may arrange shipment of the missing components or provide a partial refund.

If missing components prevent the product from functioning as intended, a complete replacement or other appropriate remedy may be provided.

Missing accessories

We may arrange delivery of missing accessories.

Photographs and order details may be requested to verify the issue.

5. Order Cancellations

Customers may request an order cancellation by contacting Dini as soon as possible.

Orders that have not entered warehouse processing may generally be canceled for a full refund.

Once an order has entered processing or dispatch, cancellation may no longer be operationally possible.

Specially customized or made-to-order products may be subject to additional cancellation restrictions.

These conditions do not limit cancellation or withdrawal rights provided by applicable consumer protection laws.

6. Returns and Change-of-Mind Requests

Customers who wish to return a product because they no longer want it should contact Dini before sending anything back.

Voluntary returns are subject to approval unless a legal right of withdrawal or return applies.

For voluntary returns, we may consider:

• The product's condition

• Whether it has been used

• The availability of its original accessories

• The reason for the return

• The possibility of arranging a return through our fulfillment partner

Return shipping costs for voluntary returns are generally the customer's responsibility, where permitted by law.

Products must not be sent to a warehouse without receiving return instructions from Dini.

Where a statutory withdrawal right applies, its legal requirements and deadlines take priority over these voluntary return conditions.

7. Refunds and Replacements

Eligible claims may be resolved through:

• A full refund

• A partial refund

• Replacement of the product

• Shipment of missing components or accessories

The appropriate solution depends on the issue and applicable consumer protection laws.

Refunds will generally be issued to the original payment method.

Any legally required refund deadlines will be respected.

8. Dispute Evidence

To help investigate refund or replacement requests, customers may be asked to provide:

• Order confirmation or order number

• Photographs of the product

• Videos demonstrating defects

• Relevant delivery information

• A description of the problem

• Supporting information from the shipping carrier, where reasonably available

Requests will be reviewed using the information provided.

A lack of optional evidence will not automatically invalidate statutory consumer rights.

9. Shipping and Logistics Exceptions

Some shipping methods provide limited tracking information, particularly after parcels reach certain destination countries.

Our fulfillment partner identifies restrictions for methods including:

• PostNL

• Electric PostNL

• CJPacket EUB

• CJPacket Postal Route

• CJPacket Postal

• CJPacket Railway Economy

• CJPacket EUB Special Line

These methods may have restrictions under our fulfillment partner's dispute procedures.

Such restrictions do not eliminate Dini's obligations toward customers under applicable law.

Additional shipping charges may apply to certain remote delivery locations where disclosed and legally permitted.

10. Circumstances Beyond Our Control

Delivery delays or damage may result from extraordinary circumstances, including:

• Natural disasters

• Severe weather

• Strikes

• Armed conflicts

• Public health emergencies

• Customs inspections

• Major transportation disruptions

We will make reasonable efforts to investigate affected orders and communicate relevant updates.

Customer rights and Dini's legal responsibilities remain applicable.

11. Claims That May Not Qualify for Voluntary Refunds

The following circumstances may not qualify for refunds or replacements under our voluntary policy:

• The customer simply no longer wants the product.

• The customer ordered the wrong item or variation.

• Incorrect delivery information was supplied by the customer.

• The package was refused or left unclaimed without a valid reason.

• The product has minor cosmetic differences that do not amount to a defect or misdescription.

• The product has been damaged through misuse after delivery.

These exclusions do not apply where the customer has a statutory right to a refund, repair, replacement, withdrawal, or other remedy.

Products that materially differ from their advertised description will be assessed under applicable consumer protection laws.

12. Return Shipping

Returns must be authorized and directed to the return address provided by Dini.

Depending on the product and fulfillment location, international return shipping may be required.

For voluntary returns, customers generally pay the return shipping costs unless otherwise agreed or legally required.

Where Dini is legally responsible for a defective or incorrect product, applicable rules concerning return costs will be followed.

In some circumstances, we may issue a refund or replacement without requiring the original product to be returned.

13. Consumer Rights

Dini operates from Switzerland and serves customers in supported shipping destinations.

Applicable consumer protection laws may grant customers additional rights.

Where any provision of this policy conflicts with mandatory consumer protection law, the applicable law takes priority.

Nothing in this policy excludes or restricts rights that cannot legally be waived.

14. Contact Information

For refund requests, order cancellations, missing packages, or product-related complaints, please contact Dini using the customer support information provided on our website.

Include your order number and a description of the issue to help us investigate your request.

We aim to review all requests fairly and provide an appropriate resolution.