Return & Refund Policy

How does our return policy work?

Our return policy applies to cases where the wrong item was delivered or the item arrived damaged. To be eligible for a return, your item must be unused and in the same condition as when you received it, and must retain its original packaging. Return label costs are the customer's responsibility. Please contact Customer Service before returning any item. *Note: To initiate a return, customers must contact Support@dengeng.shop within 30 calendar days of delivery.

Contact Customer Service to confirm the return. Any unconfirmed returns will be void. Refunds will be issued in the following cases:

The item is defective; The customer received the wrong item; The customer cancels the order within 24 hours of placing the order.

Please note that you will need to provide pictures of the item you received to qualify for an exchange/refund.

When are exchanges/refunds not available?

The following situations are not eligible for refunds/exchanges. If:

The order is not corrected/cancelled before it is fully processed (within 24 hours of placing the order). The product is not damaged or defective.

The product is damaged due to the customer's own use.

The product is not in the same condition as when the customer received it.

The customer received the correct item, but you would like to exchange it for a different design or model.

The product was purchased at a special or discounted price.

The order was shipped according to our shipping and handling times, but:

- The customer claims they no longer need the item or can no longer use it, including if the item was not delivered to your location on time.

- The customer claims they placed the order accidentally.

- The customer entered an incorrect address (and did not promptly notify us of the address change).