Refund policy

At Dezinery, we want you to love what you buy. If something’s not right, we’re here to help.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

1. Eligibility for Returns

We accept returns for items that meet the following criteria:

  • The item is damaged, defective, or not as described.
  • A return request is submitted within 14 days of delivery.
  • The item is in its original condition – unused, unwashed, and with all original packaging/tags intact.

Note: Custom or personalized items may not be eligible for return unless damaged or defective.

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 personalised items),
  • Personal care goods (such as beauty products).
  • Hazardous materials, flammable liquids, or gases.
  • Sale items or gift cards.

Please contact us at support@dezinery.com.au if you have questions or concerns about your specific item. 

2. How to Request a Return

  1. Go to your account and find the order you wish to return. Click “Request Return” and provide details (reason, photos if applicable). 
    OR
  2. Contact us at support@dezinery.com.au
  3. Our team will review and respond within 5 business days. If your return is accepted, we will provide return instructions.  Items sent back to us without first requesting a return will not be accepted.

3. Return Shipping

  • Return shipping instructions will be provided upon approval.
  • In most cases, the customer is responsible for return shipping costs unless the item was incorrect or faulty.
  • If the supplier provides a return address, items must be sent directly to the supplier.

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 hello@dezinery.com.au.

Exchanges

  • We currently do not offer direct exchanges.
  • If you need a different item or size, please return the original item (if eligible) and place a new order.

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.

Issues or Questions?

If you have any issues with your order, contact us at support@dezinery.com.au with your order number. We're happy to help!