Return & Refund Policy

At Dexrina, we want customers to understand how to request a return, obtain approval, and receive an eligible refund. This policy operates alongside any non-excludable rights under applicable consumer protection laws.

1. Return Request Window

You may request a voluntary return within 30 calendar days after delivery. To start a request, email service@dexrina.com with your order number, the item concerned, and the reason for the request. For a damaged, defective, or incorrect item, please describe the problem and include photos where reasonably possible. Your statutory rights for faulty or misdescribed goods are not limited to this voluntary request window.

2. Item Condition

For a voluntary change-of-mind return, items should be unused, in a condition suitable for inspection and resale, with included accessories and original packaging where reasonably available. Keep your proof of purchase. We will evaluate returns fairly, taking into account the nature of the product, any disclosed exceptions, and applicable law. The condition requirements for voluntary returns do not override legal remedies for defects or nonconformity.

3. Non-Returnable Items and Legal Exceptions

Certain goods may be excluded from change-of-mind returns where a lawful, clearly disclosed exception applies, such as goods specially personalized for the customer or hygiene-sensitive items that cannot reasonably be returned after a seal has been broken. A product-specific exception will not defeat any mandatory right to a remedy for a faulty, damaged, or incorrectly supplied product.

4. Return Authorization and Address

Please contact us and receive return instructions before shipping anything. If a return is approved, we will provide the correct destination and any applicable instructions. The company registration address is not automatically a return warehouse or return destination. Do not send returns to the company address unless it is expressly provided in your authorization. Parcels sent without approval or to the wrong destination may be delayed or be impossible to identify.

5. Return Shipping Costs

For an eligible voluntary change-of-mind return, the customer is responsible for return shipping costs unless mandatory law or a specific communicated offer requires otherwise. If the item was defective, damaged on arrival, or the wrong item was supplied, we will cover reasonable applicable return shipping costs or arrange another lawful remedy. Contact us before incurring unusually high shipping charges so we can provide an appropriate method.

6. Inspection and Decision

When a returned item is received, we will inspect it and review the request against this policy and applicable law. We will notify you of the outcome and whether a refund, replacement, or other appropriate remedy has been approved. If more information is required, we will explain what is needed.

7. Refunds

For an approved refund, we will initiate the refund to the original payment method within 10 business days after approval, unless a shorter mandatory legal deadline applies. The time for the funds to appear in your account may be longer because banks, card issuers, or payment providers have their own processing timelines. We will not charge a restocking fee. Any legally permitted deductions will be explained consistently with this policy and applicable law.

8. Exchanges

If you would prefer an exchange, contact us with your order number and the item details. Exchanges depend on available stock and an appropriate fulfillment process. Where an exchange cannot be offered, we will discuss the refund or other remedy available to you under applicable law.

9. Cancellations Before Dispatch

If you need to cancel an order, email us as soon as possible. We will try to accommodate a request before dispatch. After an order has entered fulfillment or shipping, cancellation may not be possible; in that case the relevant return and statutory rights apply.

10. Missing, Damaged, or Incorrect Orders

For a missing parcel, a transit-damaged package, or an incorrect shipment, contact us promptly with the order number and details. We will review the issue and the legally appropriate resolution. We will not require customers to pay return costs for a confirmed merchant error where the law places those costs on the seller.

11. Your Consumer Rights

Nothing in this policy removes any right to cancellation, conformity, repair, replacement, refund, or other remedy that the law applicable to your purchase makes mandatory. If there is a conflict between this policy and such a legal right, the mandatory right prevails.

Contact

Support Email: service@dexrina.com
Contact Phone: +86 15948572631
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Operating Company: Changchun Shengyong Trading Co., Ltd.
Company Address: Room 905, Unit 2, Building 12, Dongfang Zhizhu Longtengyuan, West of Shiji Street and North of Lingdong Road, Economic Development Zone, Changchun