My Package Is Damaged On Delivery

In the unlikely event that your package is damaged, please carefully follow our returns process to minimise any delays:

1. Contact our customer support through customer@dimoohome.co.uk with your order number.

2. Send us a clear picture of the outer packaging, including any damages.

3. You must make sure you contact us within the warranty period of 30 days.

Possible solutions:

If damage is present, Dimoohome will dispatch a new item immediately.

 
I Have Received An Incorrect Item Or Items Are Missing

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our returns process to minimise any delays:

1. Contact our customer support through customer@dimoohome.co.uk with your order number.

2. Send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

3. You must make sure you contact us within the warranty period of 30 days.

Possible solutions:

- If there is an item missing, we will resend the missing item/accessory for free within the warranty period.

- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Dimoohome will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.


Return Conditions

1. To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

2. Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless damaged on delivery.


I Would Like To Cancel My Order

If for whatever reason you wish to cancel an order, please contact us immediately via email at customer@dimoohome.co.uk. Unfortunately, if the order has already been processed (usually within 3 days), we would be unable to carry out the cancellation request.


Warranty Exemption

1.1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.

2.2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

Refund Address: Warehouse No.10, Building 5, Jin Shi Logistics Park, Huangshan Str.99, Southeast Development Zone, Changshu, Jiangsu Province, 215500 CN