We will gladly accept your requests for exchanges and returns, so that you always find special attention in us.
Change without cost
The change without cost is for when the user receives a product in poor condition or wrong (different from the one he asked for) and wants to return it and that the one he ordered is sent to him and in optimal conditions. In this case, the User has 30 days to return it upon receipt; and DIO will bear the cost of returning and shipping a new product.
Change with cost
The change with cost is for when the Client wants to change the product for another and is for a different reason than one of the previous two. For example, that you were wrong when choosing your size and now you want another one the same but with another size. In this case, the User also has to return it within a period of 30 days after its receipt; But in these cases it will be he who will be responsible for the return and shipping costs of a new product.
The return is when the User, after receiving the product, changes his mind and no longer wants it, nor does he want a substitute, he only wants his money back. Likewise, he has 30 days to return it upon receipt and he will be responsible for the return costs. Refunds, where applicable, will be carried out in the same way that the original payment was made. The User will receive the refund once the product has been returned and the return has been processed, verifying that the product is correct. Even so, we remember that personalized products, fragrances, and underwear will not be returned. The correct form is understood, with no use other than that of having been tested at home, in its box, with its original unhandled labels, its packaging and with a copy of the original invoice.
Cancellation of an order before it is dispatched
The User may cancel an order without having to give any explanation as long as the order has not been dispatched. In the event that a User wants to cancel an order and it complies with the aforementioned conditions, they must contact DIO through its call center or by sending an email to the customer service email that appears on the Web. As soon as DIO receives the cancellation request, its customer service will request the warehouse to cancel the order. If the order is subject to cancellation, DIO will send the User an email confirming such cancellation, the cancellation will have no cost and in the event that DIO has charged the order price, it will be immediately returned to the User.
The return or exchange of a gift must be made by the person who made the purchase. It cannot be done by the lucky person who has received the gift.
Therefore, DIO recommends the recipient, to contact the person who made the purchase and that the latter, perform the order return procedure via the Web as indicated above.
How to make the Exchange or Return
To make an Exchange or Return you must contact us by phone or by email at email@example.com.
DIO will promptly communicate to the consumer by email the acknowledgment of receipt of said withdrawal, with the return instructions. Once DIO has received the product and verified its correct condition, it will return without undue delay the sums delivered by the consumer or the requested exchange garment.