Return & Refund Policy

Last updated: November 11, 2026

1. Start With the Reason for Your Request

A customer who no longer needs an item and a customer who received faulty merchandise may have different options. Dekmilo considers the reason for a request, product condition, and any mandatory rights when deciding the appropriate return procedure and who pays return postage.

2. Voluntary Returns Within 30 Calendar Days

You may request a voluntary return of an eligible item within 30 calendar days after delivery. Email service@dekmilo.com with the order number, affected item, and reason. This voluntary period does not shorten mandatory remedies for a defective, incorrectly supplied, or misdescribed product.

For a change-of-mind return, the item should generally be in its original condition, accompanied by supplied accessories and components, and not used beyond what is reasonably necessary for inspection. Customized, perishable, or hygiene-sensitive items may be excluded from voluntary returns where an applicable law allows an exception. Legal rights concerning nonconforming goods remain protected.

3. Return Categories and Postage Responsibility

ReasonAvailable approachWho pays applicable return postage?Change of mind, personal preference, or an item no longer wantedEligible voluntary return within 30 calendar days, subject to lawful condition requirementsCustomer normally pays the carrier's actual charge, unless mandatory law requires otherwiseWrong product or variation supplied by DekmiloReview against the confirmed order and arrange an appropriate remedyDekmilo pays applicable reasonable costs or provides another lawful remedyDefective or damaged goodsReview the issue and arrange repair, replacement, refund, or another lawful remedyDekmilo pays applicable reasonable costs or arranges another lawful remedyMissing essential parts or a material mismatch with the descriptionReview the purchase agreement and available evidenceDekmilo pays applicable reasonable costs or provides another lawful solutionOutside the voluntary return window or a lawful excluded categoryVoluntary return may not be availableMandatory statutory remedies remain available

4. Estimating Return-Shipping Charges

Customer-paid change-of-mind returns: There is no universal fixed return-postage rate or guaranteed country-specific price. The estimate is the actual carrier quotation for a securely packed, preferably tracked parcel from the customer's origin to the authorized return receiving address supplied by support. The charge depends on the sending country, receiving destination, packed weight, dimensions, carrier service level, tracking, and any applicable customs or cross-border charges. Request the correct return address from us first, then ask a carrier for a quote before mailing the item. A quotation may change when the final parcel is measured or accepted.

Qualifying seller-responsibility returns: When Dekmilo provides a prepaid return label or arranges collection, the customer's out-of-pocket postage is US$0. If we instead authorize payment of reasonable return postage followed by reimbursement, we will provide reimbursement directions before the shipment is made. Please do not choose a disproportionately expensive service without prior authorization. When an appropriate remedy is arranged without a physical return, no return-shipping cost arises.

Outbound versus return delivery: Free standard outbound shipping on eligible orders of US$59.00 or more does not make voluntary return postage free. The original outbound fee, whether US$0 or a paid charge, is not a return-postage quotation.

5. How to Request and Complete a Return

1. Write to support: Email service@dekmilo.com with your order number, item details, and reason for requesting a return.
2. Explain a problem: For incorrect, damaged, incomplete, or defective goods, attach photographs when reasonably possible.
3. Obtain instructions: We will explain the applicable procedure and provide the authorized receiving address if a physical return is necessary, together with postage or reimbursement instructions.
4. Protect the parcel: Package the item securely, use the agreed shipping arrangement, and retain a tracking reference and postage receipt when available.
5. Review and resolution: Where relevant, returned goods may be inspected. We will communicate the outcome and provide the remedy required by this policy and applicable law.

Do not send merchandise to the registered company address below unless support expressly authorizes that address for your return. The registered office is not automatically a returns warehouse.

6. Refund Method and Timing

Once a refund is approved, Dekmilo ordinarily initiates repayment within 10 business days after approval, unless applicable law requires an earlier deadline. The original payment method is generally used unless another method is legally required. Banks or payment providers may take further time to post the funds after we initiate the payment. Whether original outbound shipping charges must also be reimbursed depends on the return reason, transaction disclosures, and mandatory consumer law.

7. Restocking Fees, Exchanges, and Cancellations

We do not charge a restocking fee for eligible returns. Customer-paid carrier postage for a voluntary return is a separate transportation charge, not a restocking fee. Exchanges depend on product availability, the circumstances, and statutory rights; sometimes an eligible return followed by a new purchase is appropriate.

If you wish to cancel or change an order, contact support as early as possible, preferably before dispatch. We will make reasonable efforts to assist, but fulfillment progress may prevent a change. Undeliverable or refused parcels are handled in light of the circumstances, disclosures, and applicable law.

8. Consumer Rights

Nothing here excludes mandatory rights concerning cancellation or withdrawal, non-delivery, defective or misdescribed products, repairs, replacement, refund, or reimbursement. If applicable law provides greater protection, it prevails.

Business and Contact Information

Operating Company: Shaanxi Wanchangnuo Network Technology Co., Ltd.

Unified Social Credit Code (USCC): 91611101MAK6HPP76E

Company Address: Room K957, Unit 2, Building 6, Phase 2, Airport Economic Industrial Park, Airport New City, Xixian New Area, Shaanxi Province

Support Email: service@dekmilo.com

Contact Phone: +86 15197532684

Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)

Website: dekmilo.com