Last updated:
Refunds at a glance
- Return requests: within 60 days from delivery, every product and any reason.
- Approved refunds: received on the original payment method within 7 calendar days.
- Restocking fee: none.
- Products can be added to the cart; paid checkout awaits the merchant payment method.
When a refund is approved
Approval occurs when a returned item has arrived and been inspected, when we accept a photo-based claim that does not require a return, or when a pre-shipment cancellation is confirmed. For a physical return, the planning inspection target is within 2 business days after its arrival. The 7-calendar-day refund period begins at approval, not when you first email us.
How much you receive
If an item is damaged, defective, wrong, lost or materially different from its final product description, you may choose a replacement or a full refund that includes the item price and any original outbound shipping charge. We cover return shipping when the problem is our error. For a change-of-mind return, the item price is refunded; you pay return postage, and a nonzero original delivery charge would not be refunded unless law requires otherwise. Dwtees’s configured outbound rate is currently free for the four listed destinations.
Where the money goes
Refunds go back to the original payment method used for the order. We do not ask you to provide a new card number by email or transfer a fee to release a refund. The owner plans to connect PayPal later, but no method is enabled today. Once live payments begin, this page will be checked against the connected gateway’s actual refund flow.
Cancellations and partial refunds
A confirmed cancellation before shipment receives the full amount paid. If only one item from a multi-item order is cancelled, the relevant item amount and associated tax are refunded, and any shipping adjustment is explained. If a package is lost, you can choose a replacement or full refund after the carrier investigation described in Shipping & Delivery.
Start with the returns process
Contact support within 60 days of delivery with your order number and the item involved. For an ordinary return, send it back within 14 days after approval using the instructions provided. For damage or a wrong item, keep the item and packaging until support tells you whether photos are enough or a return is needed. The Returns & Exchanges Policy gives the steps.
If the refund is late
First check the original payment account and the approval date in our confirmation. Some banks display a refund as a reversal of the original charge. If 7 calendar days have passed since approval without the money arriving, email support with the order number and refund confirmation. We will trace it through the payment provider and explain the result; do not send complete account or card credentials.
Questions and support
Email [email protected] with the product or order number and a short explanation. Never include a password or full payment card number. You can also start at the Help Center, read the FAQs, or use the support ticket link.
When a refund becomes approved
A request and an approval are separate events. For a cancelled order, approval occurs when Dwtees confirms that the order can be cancelled and records the amount to return. For a physical return, approval follows receipt and inspection of the item, unless support confirms that a photograph is enough for a damage or wrong-item claim. For a parcel verified as lost, approval follows the carrier review and the customer’s choice of a refund rather than a replacement. The seven-calendar-day receipt target starts from that approval event, not from the first email asking for help. Support should state the approval date and amount clearly so the customer can check the correct period. The store has no paid orders yet, so this process becomes relevant only when the payment method is connected.
Where the money is sent
A refund goes to the original payment method used for the order. Dwtees does not ask a customer to send a new card number by email, transfer a release fee or move to a personal payment account to receive a refund. The owner intends to connect PayPal, but that gateway is not enabled today and no PayPal acceptance claim is made for the site. When a gateway is connected, its actual refund operation must be tested and the transaction reference stored with the order. A bank may display a reversal of the initial charge instead of a separate credit entry. If the original account has closed, support will follow the payment provider’s documented process rather than improvising an insecure transfer.
What a full refund includes
When Dwtees cancels an order before shipment or cannot provide the purchased item, a full refund means the item price paid, any applicable tax collected for that item and any original outbound shipping charge collected for that order. The current configuration has free outbound shipping for the four eligible countries, so that line would ordinarily be zero; a future checkout must display any different charge before payment. For a wrong, damaged, defective or materially misdescribed item, a full refund should not leave the customer paying to correct the seller’s error. If a carrier loses the parcel and the customer chooses not to receive a replacement, the same full-amount principle applies. The exact breakdown should be visible in the order and refund confirmation.
How a partial refund is calculated
A partial refund can apply when only one item in a multi-item order is returned or cancelled. The amount should correspond to the affected item’s price and related tax, plus any shipping adjustment required by the circumstances. Dwtees should not quietly refund a smaller amount without an explanation of the calculation. A customer should be able to compare the refund record with the original order line. If a promotional discount or multi-item offer is introduced later, its effect on a partial refund must be disclosed before that offer goes live; the store has no verified active promotion. A partial refund for damage that the customer agrees to keep should be offered only as an informed alternative to replacement or full refund, not imposed without the customer’s choice.
Change-of-mind returns
Customers may request a return for any reason within 60 calendar days of delivery. For an ordinary change of mind, the item price is refundable after the return is approved, and there is no restocking fee. The customer pays tracked postage to send the item back; if an outbound shipping charge is ever introduced, it would not normally be refunded for a simple change of mind unless applicable law requires otherwise. Today, the configured outbound rate is free for the four listed countries. A size or colour that does not suit the customer follows the same return-postage rule, while Dwtees pays the outbound postage on an approved exchange. The separate Returns & Exchanges Policy explains the physical steps and the 14-day ship-back deadline after approval.
Errors attributable to Dwtees
If a customer receives the wrong design or size against the confirmed order, a defective garment, visible print failure, damage or an item materially different from its description, Dwtees should offer a replacement or refund without shifting the cost of its mistake to the customer. Support may request clear photographs of the item, label and parcel. If a physical return is required, we provide a prepaid label or reimburse reasonable tracked return postage. A customer should not be asked to destroy an item or ship it to an unverified address without written instructions. The claim should be raised within 60 days of delivery under the store policy, without limiting rights that law provides independently. The resolution and approval date should be written in the support case.
Cancellation before and after production starts
The planned request window is 24 hours after an order is placed, provided it has not shipped. For a made-to-order product, production can begin before the end of that window, so support needs to check the actual order status before promising a cancellation or design change. If cancellation is confirmed, the full amount paid should be returned. If the parcel has shipped, cancellation may no longer be possible and the customer can use the 60-day return process after delivery. The owner must verify the provider’s cancellation capability before real orders open. An automated acknowledgment that a request was received is not the same as approval; the customer should receive a clear decision and, when approved, a refund confirmation.
Lost or undelivered parcels
Tracking that fails to move for seven business days, or a parcel seven business days beyond the latest estimated delivery date, should be reviewed with the carrier. Dwtees aims to investigate for up to five business days and then offer a free replacement or full refund if the loss is confirmed or remains unresolved under the policy. A label-created event alone does not prove that a parcel was delivered. A delivered scan can also be disputed if the destination details or evidence do not match what the customer received. Support should explain what it checked and give the customer the choice stated in the policy. A refund for a lost parcel must not depend on a customer paying an extra insurance fee that was never shown at checkout.
Timing, weekends and payment records
The stated timing is seven calendar days from approval until the refund is received on the original payment method. Calendar days include weekends and holidays; this is deliberately different from a business-day estimate. To make that promise workable, Dwtees must initiate the provider-side refund promptly and monitor whether it settles. A gateway can return an error or require additional action, and support should not mark a refund complete merely because a staff member intended to issue it. The confirmation should state the amount, method and approval date. If the funds have not arrived after seven calendar days, the customer can email support with the order number and confirmation; Dwtees should trace the provider reference and explain the next concrete step.
Taxes, currencies and exchange rates
The website’s planning currency is United States dollars. A future checkout should show the final total, including any applicable tax, before payment. If the customer’s bank converts that amount to another currency, its rate or fee may be outside Dwtees’s control; a refund issued in the original transaction currency can display as a different local-currency amount when exchange rates move. Dwtees should not invent a promise to cover or retain exchange differences without a verified payment arrangement. Tax collected on a refunded item should be handled consistently with the actual order record and applicable rules. We will revise the payment and tax information when the legal business details and connected payment provider are confirmed.
Refunds for multiple shipments
If an order contains more than one garment and only one parcel has a problem, support should identify the affected line item and its tracking reference. The customer should not have to wait for an unrelated, correctly delivered item to be returned before the missing or defective item is addressed. A partial refund can resolve the affected item if that is the customer’s choice. If the entire order cannot be fulfilled, the refund should include all affected items and any relevant original shipping or tax. The order record should keep the shipment and refund events linked so the customer can understand why the amount returned differs from a whole-order total. Any split-shipment process needs testing before sales are enabled.
How to ask about a delayed refund
Reply to the original support thread or email [email protected] with the order number, approved refund amount and approval date. A screenshot of the refund confirmation may help if the case number is missing, but remove unrelated financial details before sending it. Do not email a complete card number, security code or account password. Support should check whether the provider accepted the refund, whether it was reversed against the original charge and whether a bank or account issue requires the provider’s documented next step. A customer may also consult their payment account for the original transaction. We should give a specific update rather than merely repeat that refunds usually take time.
What this page will be checked against
Before checkout opens, this wording must match the connected gateway’s actual refund flow, the WooCommerce order statuses, the Returns & Exchanges Policy and any Merchant Center settings used to describe returns. The 60-day window, no restocking fee, return-postage allocation and seven-calendar-day refund promise must mean the same thing in every place. We will not publish a payment logo simply because its plugin is installed. The seller must be able to fund refunds and handle requests through the stated support channel. Where a law gives the buyer stronger rights, this policy does not remove them. This page explains Dwtees’s chosen process and should be corrected promptly if a real operational test reveals a mismatch.
Refund decision guide
| Situation | Amount and shipping responsibility | Approval event |
|---|---|---|
| Confirmed cancellation before shipment | Full paid amount, including applicable tax and any original outbound shipping charge | Cancellation confirmed |
| Change-of-mind return within 60 days | Item price; customer pays tracked return postage; no restocking fee | Return received and inspected |
| Wrong, damaged, defective or misdescribed item | Replacement or full refund; Dwtees pays reasonable return postage when a parcel is required | Photo claim accepted or return inspected |
| Lost parcel after investigation | Free replacement or full refund, at the customer’s choice | Loss confirmed or investigation remains unresolved under the policy |
In every approved refund case, the money should reach the original payment method within seven calendar days after approval. These rows summarize the policy; the actual order record determines the exact tax and item amounts.