Widerrufsrecht
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at marketing@mail.daphne.com.cn. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at marketing@mail.daphne.com.cn.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at marketing@mail.daphne.com.cn.
DAPHNE.LAB RETURN & REFUND POLICY
This Return & Refund Policy (“Policy”) applies to purchases made through the DAPHNE.LAB online store operated through Shopify at [daphne-lab.com] (the “Website”).
DAPHNE.LAB (“DAPHNE.LAB”, “we”, “us” or “our”) is committed to providing high-quality footwear, apparel, accessories and related products and to ensuring a fair and transparent after-sales experience.
IMPORTANT: Nothing in this Policy is intended to exclude, restrict, or limit any mandatory rights or remedies available to consumers under applicable law. Where the laws of your country, state, province, or territory provide you with rights that are more favorable than those described in this Policy, those mandatory rights will prevail.
1. OUR STANDARD RETURN POLICY
Unless otherwise required by applicable law, DAPHNE.LAB voluntarily offers customers a 30-day return period for eligible products purchased directly from our Website.
You may request a return within 30 calendar days from the date on which you, or a third party designated by you other than the carrier, physically received the product.
For orders delivered in multiple shipments, the return period will generally begin when you receive the relevant item, unless applicable law provides otherwise.
Our 30-day commercial return policy is a voluntary benefit and does not replace or limit any statutory cancellation, withdrawal, warranty, conformity, refund, repair, replacement, or other consumer rights available under applicable law.
2. ELIGIBILITY FOR STANDARD RETURNS
To be eligible for a standard return, the product should generally:
1. Be purchased directly from the DAPHNE.LAB Website;
2. Be returned within the applicable return period;
3. Be unworn, unused, unwashed and in resalable condition;
4. Have all original tags, labels and accessories attached or included, where applicable;
5. Be returned in its original packaging, where reasonably practicable;
6. Not be damaged, stained, altered, washed, or otherwise materially used after delivery.
For footwear, we strongly recommend trying the shoes on indoors on a clean, dry surface to avoid marks or damage to the soles.
A return may be refused or a refund may be reduced to the extent permitted by applicable law where the value of the product has been diminished due to handling beyond what is reasonably necessary to establish the nature, characteristics and functionality of the product.
Any such deduction will not apply where prohibited by applicable law.
3. PRODUCTS THAT MAY NOT BE RETURNED
Unless required otherwise by applicable law, the following products may not be eligible for a standard change-of-mind return:
· personalized or customized products;
· products made according to your specifications;
· Sealed products that cannot be returned for health or hygiene reasons after being unsealed;
· products clearly identified as final sale or non-returnable before purchase; and
· gift cards or similar non-refundable items, unless required by law.
However, exclusions from our voluntary return policy do not affect your statutory rights in respect of defective, unsafe, misdescribed, counterfeit, or otherwise non-conforming products.
4. HOW TO REQUEST A RETURN
To request a return, please contact our Customer Service team at:
Email: [SERVICE@Daphne-lab.com]
Please provide:
· order number;
· purchaser’s name;
· email address used for the order;
· product name and SKU, if available;
· reason for the return; and
· photographs or other supporting information if the product is defective, damaged, incorrect, or otherwise does not conform to the order.
We may provide you with a return authorization, return instructions, or a prepaid return label where applicable.
5. RETURN SHIPPING COSTS
5.1 Change-of-Mind Returns
For standard returns due to a change of mind, preference, size, color, or similar reason, the customer is generally responsible for the return shipping costs, unless DAPHNE.LAB expressly offers free returns or applicable law requires DAPHNE.LAB to bear those costs.
5.2 Defective, Damaged or Incorrect Products
If the product is defective, damaged during delivery, materially different from the product ordered, or otherwise fails to conform to the applicable sales contract, DAPHNE.LAB will bear reasonable return shipping costs to the extent required by applicable law.
DAPHNE.LAB may provide a prepaid return label or otherwise reimburse reasonable return shipping costs.
6. REFUNDS
Once your returned product has been received and inspected, DAPHNE.LAB will process the applicable refund in accordance with this Policy and applicable law.
Unless otherwise required by applicable law, refunds will generally be made to the original payment method used for the purchase.
Depending on your payment provider, bank, or card issuer, the refunded amount may take additional time to appear in your account.
DAPHNE.LAB is not responsible for delays caused solely by the payment provider or financial institution after DAPHNE.LAB has initiated the refund.
7. ORIGINAL SHIPPING CHARGES
Where a customer exercises a voluntary change-of-mind return right under DAPHNE.LAB’s standard return policy, original shipping charges are generally non-refundable unless otherwise stated at checkout or required by applicable law.
Where a product is defective, damaged, incorrect, or otherwise non-conforming, DAPHNE.LAB will provide the remedies required by applicable law, which may include reimbursement of applicable delivery charges.
8. EXCHANGES
DAPHNE.LAB may offer exchanges for eligible products, subject to product availability.
If the requested replacement product is unavailable, DAPHNE.LAB may offer a refund or another remedy permitted by applicable law.
An exchange request does not limit any statutory rights you may have in relation to defective or non-conforming products.
9. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is defective, damaged, materially different from the product ordered, or otherwise does not conform to the applicable sales contract, please contact us as soon as reasonably possible.
Please provide photographs and relevant order information so that we can assess the issue and provide an appropriate remedy.
Depending on the circumstances and applicable law, the available remedies may include:
· repair;
· replacement;
· replacement with a comparable product;
· price reduction;
· full or partial refund; or
· another remedy required or permitted by applicable law.
DAPHNE.LAB will not require a customer to waive mandatory statutory rights as a condition of receiving a legally required remedy.
10. EU / EEA CUSTOMERS — STATUTORY RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union or European Economic Area, you generally have a statutory right to withdraw from an online purchase within 14 days without giving a reason, subject to applicable legal exceptions.
For goods, the withdrawal period generally begins on the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
If an order consists of multiple goods delivered separately, the applicable withdrawal period may begin when the last goods are received, as provided by applicable law.
To exercise your statutory right of withdrawal, you must communicate your decision to withdraw to DAPHNE.LAB by an unequivocal statement before the expiry of the applicable withdrawal period.
You may use our return procedure described above or the model withdrawal form set out below.
Return of Goods
After exercising the right of withdrawal, you must generally send the goods back to DAPHNE.LAB without undue delay and, in any event, within the period required by applicable law.
Unless DAPHNE.LAB has agreed to bear the cost or applicable law requires otherwise, you may be responsible for the direct cost of returning the goods where you were informed of this obligation before purchase.
Refunds
Where you validly exercise the statutory right of withdrawal, DAPHNE.LAB will refund the payments received from you in accordance with applicable law.
This may include the standard delivery cost originally paid by you, subject to the conditions and limitations provided by applicable law.
DAPHNE.LAB may withhold reimbursement until DAPHNE.LAB has received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Consumer Liability for Diminished Value
You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, to the extent permitted by applicable law.
11. EU LEGAL GUARANTEE FOR DEFECTIVE GOODS
For consumers in the European Union, statutory consumer conformity and legal guarantee rights apply in addition to DAPHNE.LAB’s voluntary return policy.
Under EU consumer rules, goods are generally subject to a minimum two-year legal guarantee against lack of conformity, subject to applicable national law and any applicable exceptions.
Where a product is defective or does not conform to the sales contract, you may have rights to repair, replacement, price reduction, termination of the contract, or other remedies depending on the circumstances and applicable law.
12. SOUTH KOREA — CONSUMER WITHDRAWAL RIGHTS
For customers in the Republic of Korea, returns, cancellations, exchanges and refunds will be handled in accordance with applicable Korean consumer protection laws, including the Act on the Consumer Protection in Electronic Commerce, Etc.
Under the current Korean e-commerce consumer protection framework, consumers generally have a statutory withdrawal right within 7 days after receiving the relevant contractual information or, where delivery occurs later, within 7 days from receipt of the goods, subject to statutory exceptions.
Where the goods differ materially from the advertising or contractual terms, or the contract has otherwise not been performed as agreed, additional statutory remedies may apply. Under applicable Korean law, such claims may in certain circumstances be exercised within three months from receipt of the goods or 30 days from the date on which the consumer knew or could have known of the relevant issue, subject to the statutory requirements.
For ordinary change-of-mind returns, return shipping costs may be borne by the consumer as provided by applicable law. For defective, damaged, or non-conforming goods, DAPHNE.LAB will bear the applicable return costs where required by law.
13. JAPAN — RETURN AND CANCELLATION POLICY
For customers in Japan, DAPHNE.LAB will comply with applicable Japanese laws and regulations governing mail-order sales, including the Act on Specified Commercial Transactions and applicable consumer protection requirements.
Japanese law does not generally provide a statutory cooling-off period for ordinary mail-order sales. However, specific statutory rules apply to the disclosure of return and cancellation conditions in mail-order transactions.
DAPHNE.LAB therefore clearly discloses its return conditions through this Policy and the Website.
Where Japanese law provides a statutory right to cancel or return a mail-order purchase because the applicable return conditions were not properly disclosed, or where any other mandatory statutory remedy applies, DAPHNE.LAB will honor that right.
Where a customer purchases from Japan, the return period, return costs and other conditions stated at the time of purchase will apply to the extent permitted by applicable law.
14. UNITED STATES — RETURNS AND REFUNDS
For customers in the United States, DAPHNE.LAB provides the voluntary 30-day return policy described in this Policy, subject to the exclusions and conditions stated herein.
United States federal law does not generally require retailers to accept returns of non-defective merchandise simply because a customer changes their mind. However, individual states may impose disclosure, refund, warranty, or other consumer protection requirements. DAPHNE.LAB will comply with applicable state and federal laws.
For example, California law imposes disclosure requirements on retailers that maintain certain limited or no-refund policies.
Nothing in this Policy limits any applicable rights under state consumer protection laws, implied warranty laws, express warranties, or other mandatory legal protections.
15. FINAL SALE ITEMS
Products identified as “Final Sale,” “Non-Returnable,” or similar may not be eligible for voluntary change-of-mind returns.
However, Final Sale status does not exclude or limit statutory rights relating to defective, unsafe, misdescribed, counterfeit, or non-conforming goods.
16. SALE ITEMS AND PROMOTIONAL ITEMS
Unless expressly stated otherwise before purchase, sale and promotional items are subject to the same return rules as full-price products.
Where a promotional offer includes a free gift, bundle, discount code, or other promotional benefit, the return of the underlying product may require the corresponding promotional benefit to be returned or the value of the benefit to be deducted from the refund, to the extent permitted by applicable law.
17. PRODUCTS PURCHASED FROM THIRD-PARTY SELLERS
This Policy applies only to products purchased directly from the DAPHNE.LAB Website unless otherwise expressly stated.
If you purchased an DAPHNE.LAB product from an authorized retailer, marketplace, distributor, department store, or other third-party seller, you should contact that seller directly regarding its return and refund procedures.
Your statutory rights against the relevant seller are not affected by this Policy.
18. RETURN INSPECTION
DAPHNE.LAB may inspect returned products to determine whether the applicable return conditions have been satisfied and whether the product has been used beyond what is reasonably necessary for inspection.
Inspection does not affect any mandatory statutory rights.
19. REFUNDS FOR PARTIAL RETURNS
If you return only part of an order, DAPHNE.LAB will generally refund the amount attributable to the returned product(s), subject to applicable deductions and legal requirements.
Any promotional discounts, bundle discounts, free gifts, shipping promotions, or other benefits may be recalculated where permitted by the terms of the applicable promotion.
20. CUSTOMS, DUTIES AND TAXES
For international orders, customs duties, import taxes, VAT, GST, sales taxes, or other governmental charges may apply depending on the destination.
The treatment of such charges upon return will depend on applicable law, the shipping arrangement, and the relevant customs authority.
Where DAPHNE.LAB is legally required to refund or reimburse such charges in connection with a valid defective-product claim or statutory return, DAPHNE.LAB will provide the applicable remedy.
21. RETURN ADDRESS
Do not send returns to the address shown on the shipping label unless instructed by DAPHNE.LAB.
The applicable return address will be provided to you after your return request has been approved.
22. LOST OR DAMAGED RETURN SHIPMENTS
Customers should retain proof of shipment and tracking information for all returns.
Where the customer is responsible for return shipping, the customer should use an appropriate tracked shipping service.
Where DAPHNE.LAB provides a prepaid return label, the applicable carrier arrangements will generally apply.
23. OUR CUSTOMER SERVICE
For any return, exchange, refund, or product issue, please contact:
DAPHNE.LAB Customer Service
Email: [SERVICE@Daphne-lab.com]
24. STATUTORY RIGHTS PREVAIL
This Policy is intended to provide a clear and convenient return framework for DAPHNE.LAB customers around the world.
Nothing in this Policy shall:
· exclude or limit mandatory consumer rights;
· exclude or limit remedies for defective or non-conforming products where such exclusion is prohibited by law;
· waive rights that cannot legally be waived; or
· prevent consumers from exercising rights available under mandatory local laws.
If any provision of this Policy conflicts with mandatory applicable law, the mandatory law will prevail to the extent of the conflict.
25. CHANGES TO THIS POLICY
DAPHNE.LAB may update this Policy from time to time to reflect changes in our business, products, services, or applicable laws.
The updated version will be posted on the Website with the applicable effective date.
The version applicable to your purchase will generally be the version in effect at the time of purchase, except where applicable law requires otherwise.