Refund and Return Policy

Welcome to the Refund and Return Policy page of Dx3 Global LLC. We understand that purchasing products online requires trust, and we are fully committed to earning and maintaining that trust with every transaction. Our goal is to ensure that you are completely satisfied with your purchase from us. If for any reason you are not entirely happy with your order, we are here to make things right.

At Dx3 Global, we believe that a fair, transparent, and customer-friendly return policy is an essential part of providing exceptional service. We have carefully designed this policy to protect your rights as a consumer while ensuring that we can continue to offer high-quality, handcrafted products at competitive prices. Please take a moment to review this policy in detail. If you have any questions that are not addressed here, our customer service team is always available to assist you.

Our Commitment to Your Satisfaction

Your satisfaction is our top priority. We stand behind the quality and craftsmanship of every product we sell. Each item is carefully handcrafted, inspected, and packaged to ensure it meets our high standards before it leaves our workshop. However, we also recognize that sometimes a product may not meet your expectations, or you may simply change your mind. Whatever the reason, we are committed to working with you to find a fair and satisfactory resolution.

Our Core Principles

  • Fairness – We treat every customer with respect and handle each return request on its own merits.

  • Transparency – Our policies are clear, straightforward, and easy to understand.

  • Responsiveness – We process return requests promptly and keep you informed throughout the process.

  • Flexibility – We understand that unique situations arise and are willing to work with you to find solutions.

  • Continuous Improvement – We use feedback from returns to improve our products and services.

Return Eligibility

To be eligible for a return, your item must meet the following criteria:

Timeframe

You have 30 days from the date of delivery to initiate a return. This 30-day window gives you ample time to receive your order, inspect it, and decide whether it meets your expectations.

Important Note: If 30 days have passed since your order was delivered, we regret that we cannot offer a refund or exchange. However, we may still be able to assist you with a replacement or store credit in certain circumstances. Please contact us to discuss your specific situation.

Condition of Item

To be eligible for a full refund, your item must be:

  • Unused – The item must not have been used, installed, or displayed for any extended period.

  • Unopened – The item must be in its original, unopened packaging whenever possible.

  • Undamaged – The item must be free from damage, scratches, stains, or other marks that would prevent us from reselling it.

  • Complete – All accessories, hardware, and included components must be present.

Custom and Personalized Items

Because of their unique nature, custom and personalized items have different return eligibility requirements. These include:

  • Custom-engraved frames with names, dates, or personalized messages.

  • Custom-sized frames and mirrors made to your specific measurements.

  • Products made to your specifications in terms of finish, color, or material.

Custom and personalized items are generally non-returnable unless there is a manufacturing defect or error on our part. If we made a mistake with your custom order (incorrect spelling, wrong dimensions, or wrong finish), we will take full responsibility and make it right at no cost to you.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Custom and personalized products (unless defective or made incorrectly by us).

  • Final sale items – Products marked as “final sale” or “clearance” are sold as-is and cannot be returned.

  • Gift cards and e-gift certificates – These are non-refundable and cannot be exchanged for cash.

  • Downloadable digital products – If we offer any digital products, these are non-returnable once downloaded.

  • Items damaged by the customer – If an item is damaged after delivery due to mishandling, misuse, or failure to follow care instructions, it cannot be returned.

How to Initiate a Return

We have designed our return process to be as simple and stress-free as possible. Please follow these steps to initiate a return:

Step 1: Contact Us

Before sending anything back, please contact our customer service team to initiate the return process. You can reach us by:

  • Email: domonzonefrance@gmail.com

  • Phone: +84974598699

  • Contact Form: Available on our website

When contacting us, please provide:

  • Your order number.

  • The item(s) you wish to return.

  • The reason for the return.

  • Whether you prefer a refund, exchange, or store credit.

  • Photos of the item (if applicable, especially for damaged or defective items).

Step 2: Receive Return Authorization

Once we receive your return request, we will review it and provide you with a Return Authorization Number (RMA) and detailed return instructions. Please do not ship any items back to us without first receiving an RMA number. Returns received without an RMA number may be delayed in processing or returned to you at your expense.

Step 3: Package Your Return

Carefully package your item(s) for return, ensuring they are well-protected during transit. We recommend using the original packaging whenever possible. Please include:

  • The item(s) being returned.

  • A copy of your packing slip or a note with your order number and RMA number.

  • Any accessories, hardware, or components that came with the item.

Step 4: Ship Your Return

Ship your return package to the address provided in your return authorization email. We recommend using a trackable shipping method with insurance, as we cannot be responsible for items that are lost or damaged during return shipping.

Step 5: Return Processing

Once we receive your return package, we will inspect the item(s) to verify they meet our return eligibility criteria. This inspection typically takes 2 to 5 business days after receipt.

Step 6: Refund or Exchange

After inspection, we will process your refund, exchange, or store credit as requested. You will receive a confirmation email once your return has been processed.

Return Shipping Costs

Customer-Initiated Returns

If you are returning an item because you changed your mind, ordered the wrong size, or no longer need the product, return shipping costs are your responsibility. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Defective or Incorrect Items

If you are returning an item because it is defective, damaged, or not what you ordered, we will cover the return shipping costs. We will provide you with a prepaid shipping label or reimburse you for the actual shipping costs upon presentation of a receipt.

International Returns

For international returns, please contact us for specific instructions. International return shipping costs are generally the responsibility of the customer unless the return is due to a defect or error on our part.

Refund Process

Once we receive your return and inspect the item(s), we will process your refund according to your preference. Here is what you can expect:

Refund Timeline

  • Inspection: 2 to 5 business days after receipt.

  • Refund Processing: 1 to 3 business days after inspection approval.

  • Refund Appears in Your Account: 3 to 5 business days after processing, depending on your financial institution.

Refund Method

Refunds will be issued to the original payment method used for the purchase. This includes:

  • Credit card refunds (Visa, Mastercard, American Express, Discover, etc.).

  • Debit card refunds.

  • PayPal refunds (to your PayPal account).

  • Digital wallet refunds (Apple Pay, Google Pay, etc., credited back to your connected card).

Partial Refunds

In certain situations, we may issue a partial refund. Partial refunds may apply to:

  • Items returned after 30 days from delivery.

  • Items not in their original condition or packaging.

  • Items with missing accessories, components, or parts.

  • Items with obvious signs of use or damage.

If we issue a partial refund, we will clearly communicate the reason and the refund amount to you.

Gift Returns

If you received an item as a gift and wish to return it, please contact us for specific instructions. Gift returns may be processed as a store credit or exchange, depending on the circumstances. We will work with you to find a fair solution.

Exchanges

If you wish to exchange an item for a different size, color, or style, we are happy to accommodate you. Here is how exchanges work:

Exchange Eligibility

Exchange requests are subject to the same eligibility criteria as returns. The item must be unused, in its original packaging, and free from damage. Custom and personalized items generally cannot be exchanged unless they are defective or made incorrectly.

Exchange Process

  1. Contact us to initiate the exchange process.

  2. Return the original item following the return instructions provided.

  3. Place a new order for the desired item or wait for us to process the exchange.

  4. Receive your new item once the exchange is processed.

Exchange Shipping Costs

  • For customer-initiated exchanges (changing your mind), return shipping costs are your responsibility. The cost of shipping the new item to you will also be your responsibility.

  • For exchanges due to defects or errors on our part, all shipping costs will be covered by us.

Damaged or Defective Items

We take great care in packaging our products to ensure they arrive in perfect condition. However, occasionally, items may be damaged during transit or have manufacturing defects. If you receive a damaged or defective item, please follow these steps:

Step 1: Document the Issue

Upon delivery, please inspect your package and its contents carefully. If you notice any damage:

  • Take clear photos of the damaged item and packaging.

  • Keep all packaging materials, as the shipping carrier may require them for inspection.

  • Note any visible damage to the shipping box.

Step 2: Contact Us Immediately

Please notify us of the issue within 7 days of receiving your order. Contact us at:

  • Email: domonzonefrance@gmail.com

  • Phone: +84974598699

Please include your order number and photos of the damage.

Step 3: We Will Make It Right

Once we receive your report and documentation, we will:

  • Assess the damage and determine the best course of action.

  • Offer a replacement, partial refund, or full refund, depending on the situation.

  • Provide return instructions if we need the damaged item back.

  • Cover all shipping costs for the return and replacement.

Common Issues

  • Broken glass – While we use high-quality glass, it can occasionally break during shipping. We will replace the glass or the entire frame as needed.

  • Corner separation – In rare cases, frame corners may separate during transit. We will repair or replace the frame.

  • Finish imperfections – If there are significant finish imperfections, we will offer a replacement or refund.

  • Incorrect item – If you received the wrong item, we will correct the error promptly.

Cancellations

Order Cancellations Before Shipping

If you need to cancel your order, please contact us as soon as possible. If your order has not yet entered production or shipped, we can typically cancel it and issue a full refund.

Order Cancellations After Shipping

Once your order has shipped, we cannot cancel it. However, you can still return the item(s) following our standard return process.

Production Cancellations

For custom and personalized orders, production may begin immediately upon order placement. If you need to cancel a custom order, please contact us as soon as possible. We cannot guarantee cancellation once production has begun.

Warranty Coverage

Limited Warranty

Dx3 Global LLC offers a limited warranty on all our products. This warranty covers:

  • Manufacturing defects – Issues resulting from our production process.

  • Material defects – Issues arising from faulty materials.

  • Workmanship issues – Problems with construction or assembly.

Warranty Period

Our limited warranty covers products for a period of 90 days from the date of delivery.

What Is Not Covered

The warranty does not cover:

  • Normal wear and tear – Expected aging and use over time.

  • Accidental damage – Damage caused by drops, impacts, or mishandling.

  • Improper care – Damage from improper cleaning, exposure to moisture, or other misuse.

  • Fading – Natural fading of wood due to sun exposure.

  • Customization errors – Errors in personalized details that were approved by the customer.

Warranty Claims

To file a warranty claim, please contact us with your order number, description of the issue, and photos. We will assess the claim and determine the appropriate resolution, which may include repair, replacement, or refund.

Return Policy FAQ

Q: How long do I have to return an item?

A: You have 30 days from the date of delivery to initiate a return.

Q: Can I return a custom engraved frame?

A: Custom engraved frames are generally non-returnable unless there is a defect or error on our part. However, if we made a mistake, we will correct it at no cost to you.

Q: Who pays for return shipping?

A: If you are returning an item due to a defect or error on our part, we cover return shipping. If you are returning for any other reason, you are responsible for return shipping costs.

Q: How long does it take to receive my refund?

A: Refunds are processed within 1 to 3 business days of inspection approval. Your financial institution may take an additional 3 to 5 business days to credit your account.

Q: What if my item arrived damaged?

A: Please contact us within 7 days of delivery with photos of the damage. We will assess the issue and offer a replacement or refund.

Q: Can I exchange my item for a different size?

A: Yes, if the item is eligible for return, you can exchange it for a different size or style. Please contact us to initiate the exchange process.

Q: Do you charge a restocking fee?

A: We do not charge restocking fees for returns, provided the item is returned in its original condition and within the 30-day window.

Q: What happens if I return a gift?

A: Gift returns are handled on a case-by-case basis. We will work with you to find a fair solution, which may include store credit or exchange.

Q: Can I return a product outside the 30-day window?

A: Returns outside the 30-day window are generally not accepted. However, please contact us to discuss your situation. We may be able to offer a store credit or exchange in certain cases.

Q: What should I do if I receive the wrong item?

A: Please contact us immediately. We will correct the error and ensure you receive the correct item at no additional cost.

Return Address

When authorized to return an item, please send it to:

Dx3 Global LLC – Returns
30 N Gould St Ste R
Sheridan, WY 82801
United States

Please note: Items sent without prior authorization will not be accepted and may be returned to you at your expense. Always contact us before shipping any returns.

Contact Us for Return Assistance

If you have any questions about our return policy, need to initiate a return, or require assistance with an exchange or refund, please don’t hesitate to reach out to us. Our friendly and knowledgeable customer service team is here to help.

📧 Email: domonzonefrance@gmail.com
📞 Phone: +84974598699
📍 Address: 30 N Gould St Ste R, Sheridan, WY 82801, USA
🌐 Website: dx3global.online

Our team responds to all inquiries within 24 to 48 hours during regular business days.

Final Notes

At Dx3 Global LLC, we understand that returning a product can be a frustrating experience. We have designed our return policy to minimize that frustration and make the process as straightforward and fair as possible. We are confident in the quality of our products and know that you will love your purchase. However, if something isn’t right, we are here to help.

We view returns as an opportunity to improve – whether by identifying manufacturing issues, refining our product descriptions, or enhancing our packaging. Your feedback is invaluable, and we genuinely appreciate the trust you place in us.

Thank you for choosing Dx3 Global. We look forward to serving you and ensuring your complete satisfaction with every order