Shipping policy

Return Policy for Diamond Luxe Co.
Last updated on January 16, 2024

At Diamond Luxe Co., customer satisfaction is a top priority. If you are not completely satisfied with your purchase, we will gladly accept returns for most items. However, please note that the customer is responsible for the return shipping costs, and a 10% restocking fee may apply to all returned items.

Claims for Damaged/Defective Items

Any claims for misprinted, damaged, or defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part will be covered at our expense.

If you or your customers notice an issue with the product or anything else in the order, please submit a problem report as soon as possible.

Return Process

The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns will be donated to charity after 30 days. If Diamond Luxe Co. does not use Printful’s facility as the return address, you will be responsible for any returned shipments you receive.

Wrong Address

If you or your customer provide an address that is considered insufficient by the courier, the shipment will be returned to Printful’s facility. You will be liable for reshipping costs once we confirm an updated address with you (if applicable).

Unclaimed Shipments

Shipments that go unclaimed will be returned to the Printful facility, and you will be liable for the reshipping cost to yourself or your customer (if applicable).

Return for Buyer’s Remorse

Except for customers residing in Brazil, we do not accept returns for buyer’s remorse. Returns for products, face masks, and size exchanges are offered at your expense and discretion. If you choose to accept returns or size exchanges, you will need to place a new order at your expense.

For customers in Brazil, you may contact our Customer Service within 7 consecutive days after receiving the item, providing a picture of the item. The withdrawal request will be evaluated to verify if the product was used or destroyed. In these cases, a refund will not be possible.

Exempt Items

Diamond Luxe Co. does not accept returns of sealed goods, such as face masks or items not suitable for return due to health or hygiene reasons.

Notification for EU Consumers

Under Article 16(c) and (e) of the Directive 2011/83/EU, returns may not be accepted for:

1. Goods made to the consumer's specifications or clearly personalized;
2. Sealed goods that were unsealed after delivery, and cannot be returned due to health protection or hygiene reasons.

Additional Terms

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose.