Customer Returns Policy
Dylever provides fulfillment and customer service for your orders, including processing customer returns. We use Dylever’s customer returns policies to determine if a purchased item is eligible for return. To ensure a great customer experience, we may accept returns beyond the timeframe stated in these policies.
Dylever and most sellers on Dylever.com offer returns for items within 14 days of receipt of shipment.
It can take up to 30 days for an item to reach us once you return it. Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account.
Refunds
A refund is a customer credit for all or part of the cost of a purchased item. Please complete the refunds request online or by emailing us complete details of the refund requested along with the returned product details at refunds@dylever.com.
Returns
A return is an item a customer sends back to a Dylever fulfillment center. We evaluate the condition of each returned item. If we determine that the item is sellable, we return it to your (Seller’s) inventory. If we determine that it is unsellable (defective or damaged, for example), we assess who caused the damage. Then we decide if you (Seller) are eligible for a reimbursement.
A returned item is classified as unsellable for the following reasons:
- The item is not in the same condition as previously listed.
- It is defective, damaged, opened, lacking required labeling, prohibited, or otherwise unsuitable.
- The item may pose a health or safety risk to our associates, or to the next customer who buys it. Examples of these items may include, but are not restricted to, consumables, personal care products, and products with expiration dates.
Returns time frame
In most cases, customers can request to return an item within 14 days of receiving it. Dylever may make case-by-case exceptions and accept return requests beyond 14 days of receipt.
Reimbursements
When Dylever refunds a customer for your (Seller’s) order, we debit your seller account for all or part of the refund value.
Selling on Dylever and fulfillment/returns processing fees
Dylever credits your account for all or part of the Selling on Dylever platform fee and, where applicable, the variable closing fee for a returned item. We do not reimburse you for applicable fulfillment and/or returns processing fees. The fulfillment and returns processing fees would include fees associated with transportation, storage, processing, customer support, etc.
Restocking fee
In some cases, such as when a returned item has been opened, we may charge the customer a restocking fee. In this situation, your account is credited in the amount of the restocking fee. However, you do not receive a restocking fee credit if we take responsibility for the condition of the returned item and have issued you a reimbursement.
Returns processing fee
Returns typically involve customer support, processing, transportation, storage and associated processes which are a cost. As such, Dylever may charge sellers a returns processing fee in accordance with the fee structure in place.
Replacements
Dylever may also issue replacements to customers returning items. If we do, Dylever will ship a new item from your inventory free of charge to a customer. Note that:
- As a seller, you will not be charged fees or receive payment for a replacement order.
- Your payment and fees from the sale of the original item are unaffected by a replacement order.
- Customers can request a replacement only if the same item from your inventory is available.
- Customers must return the item that is being replaced.