Return and Refund Policy – ​​Dilya's Art

Last updated: February 21, 2025

At Dilya's Art , our goal is to provide you with a pleasant shopping experience. We work with various suppliers, including Printful, to produce and ship our products. All of our products are personalized and custom-made. Due to this personalized nature, returns, exchanges, and refunds are subject to specific conditions, which we detail below.

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1. Introduction

At Dilya's Art , we're committed to ensuring customer satisfaction. That's why we've implemented a clear and transparent return and refund policy tailored to the specific terms of each supplier, including Printful. We act as an intermediary between our customers and suppliers to facilitate the return process while ensuring an optimal customer experience.

2. General Return Conditions

We would like to inform you that our role is that of an intermediary between you and our suppliers. The products you order are printed, embroidered, or manufactured on demand by our partners. Therefore, return conditions may vary depending on the policies of each supplier.

To ensure a clear and transparent return experience, we've outlined the key points you need to know about returns. However, as each supplier may have its own unique terms and conditions, we recommend you consult their specific return policies directly to learn the exact terms and conditions that apply to your order.

2.1 Return Period

Returns are generally accepted within 14 to 30 days of receipt of the product. However, each supplier may have its own timeframe, which may be shorter or longer. We therefore encourage you to consult each supplier's specific terms and conditions for the exact timeframe.

Products not eligible for return: Certain products cannot be returned, such as:

  • Personalized or tailor-made products (e.g.: clothing printed on demand, engravings).
  • Digital and downloadable products (e.g. files, illustrations, e-books).
  • Hygiene items (e.g. lingerie, earrings, makeup).
  • Gift cards and vouchers .

2.2 Condition of the Product to be Returned

In order for us to accept a return, the product must be in perfect condition. Since we work with suppliers, the following conditions must be met:

  • The product must be new, unused and kept in its original packaging.
  • All accessories, labels and documents provided must be intact and included.
  • Any item that has been damaged, worn, washed, or altered cannot be returned. In this case, it will be returned to you, and you will be responsible for the cost of reshipping.

Please note that return policies may vary depending on our suppliers' policies. We recommend reviewing our Return & Refund Policy for more details.

2.3 Return Costs

  • Error on our part or the supplier : If the return is due to an error on our part or the supplier (for example, defective or incorrect product), we will cover the return shipping costs.
  • Return for personal convenience : If the return is made for a personal reason (e.g. change of mind), the return costs will be borne by the customer.

3. Defective or Damaged Products

If your product arrived damaged or has a manufacturing defect , follow these steps:

  1. Contact us within 7 days of receiving the product.
  2. Attach clear photos or videos showing:
    - The visible defect.
    - The original packaging (if damaged).
  3. Our team will analyze the situation and forward the request to the supplier.

Depending on the provider's policy, you may be able to get:

  • An exchange for an identical product.
  • A full refund .
  • A credit (voucher) for a future purchase.

Important: Complaints sent after 7 days of receipt will not be considered.

4. Order Error (Wrong Product Received)

If you received a wrong product , follow these steps:

  • Contact us immediately with your order number .
  • Provide visual evidence (photos of the product received and the purchase order).
  • We will submit a claim to the supplier, who will arrange the exchange or refund.

Note: Returns not validated by the supplier will not be accepted.

5. Returns for Dissatisfaction (Change of Mind)

If you change your mind about a product, please be aware that returns may be limited by supplier terms and conditions. If a return is accepted for personal convenience:

  • Contact us with your order number and the reason for the return.
  • We will check with the supplier if a return is possible.
  • If accepted, return costs will be entirely at your expense .

Tip: Check your order carefully before finalizing it (size, color, customization) to avoid any errors.

6. Return Procedure

Here are the steps to follow to return a product.

6.1 Making a return request

Because we work with suppliers to produce and ship our products, each supplier may have different return policies. We'll guide you through the process, but we also encourage you to review the specific return policy of the respective supplier for more details.

To initiate a return request, please contact us via email or our contact form providing the following information:

  • Your order number.
  • The reason for the return.
  • Supporting photos or videos (if the return concerns a defective product or a shipping error).

We will provide you with detailed instructions on how to proceed, depending on your provider's specific conditions.

6.2 Validation of return

Return validation depends on our suppliers' individual policies. We will review your request within 2 to 5 business days and respond to you, depending on the supplier's policies.

If the return is accepted, you will receive:

  • Detailed return instructions.
  • The return address, which will vary depending on the supplier handling your order.

We recommend that you consult the supplier's return policy directly for specific information regarding the process.

6.3 Shipping of the product

Shipping terms may vary depending on the provider. Here are our general recommendations, but be sure to check the provider's policy directly for more details:

  • Careful packaging : The product must be returned in its original packaging, with all original accessories and documents.
  • Recommended shipping service : We recommend using a tracked shipping service to ensure traceability of the return.
  • Return costs : Generally, return costs are the responsibility of the customer, unless the return is due to an error on our part or the supplier.

We will be available to help you every step of the way, but remember that final return policies depend on the supplier responsible for your order.

6.4 Inspection and validation of the return

Upon receipt of the returned product, the supplier will inspect and validate it according to their own conditions. Here are the general steps, but we encourage you to consult the supplier's policy for more information:

  • Inspection Time : Inspection of the returned product will be carried out within 7 to 14 working days by the supplier.
  • Return Validation : If the return is accepted, different options will be offered depending on the supplier's policies:
    - An exchange for an equivalent product.
    - A refund via your original payment method.
    - A credit valid for a future order.

We will keep you informed as soon as the supplier has validated the return.

6.5 Refund Processing

Refund policies are defined by each provider. Here are the general steps, but it's important to check the provider's policy directly for details:

  • Refund Time : Once the supplier has validated the return, the refund will be made within 3 to 7 working days to your initial payment method.
  • Other solutions : Depending on the supplier's policy, a credit note may be offered as an alternative to a refund.

We will keep you informed of the refund processing as soon as the supplier has completed the process.

7. Refund Policy

Since we work with different suppliers, refund policies may vary. We've provided a general overview here, but we encourage you to consult each supplier's specific return and refund policy for more details.

7.1 Reimbursement terms

Refund time : Once the return has been validated by the supplier, the refund will generally be made within 3 to 7 working days depending on the processing times of each partner.

  • Refund method : The refund will be made using the same payment method used when ordering , subject to acceptance by the supplier.
  • Credit : Depending on the supplier's policy, a credit may be offered as an alternative to a refund.

7.2 Partial Refunds

  • If the returned product is incomplete (missing accessories, labels, or original packaging) or shows signs of use that do not comply with the return conditions , a partial refund may be applied, according to the supplier's assessment.
  • The refunded amount will be adjusted based on the condition of the product and any repair costs.

We are committed to supporting you in this process and keeping you informed of the reimbursement process based on the decisions of the supplier concerned.

8. Cancelled, Modified or Refused Orders

Because we work with different providers, cancellation, modification, or refusal policies may vary depending on their specific policies. Here's a general overview of the steps to follow.

8.1 Cancellation of order

  • Before shipping : If you wish to cancel your order, you can do so within 12 hours of order confirmation . We will endeavor to cancel it before shipping, but this depends on the progress of the order processing at the supplier.
  • After shipment : If the order has already been shipped, you will need to follow the return procedure after receiving the package to obtain a refund or exchange, depending on the supplier's conditions.

8.2 Order modification

You can modify your order within 24 hours of validation , as long as it has not yet been shipped. We encourage you to contact us quickly for any modification requests, but this depends on the supplier's responsiveness.

8.3 Refusal of packages

If you choose to refuse a package upon delivery, it will be returned directly to the supplier. If the supplier's policy allows, a refund will be issued after receipt of the returned package, less the return shipping costs . It is important to check each supplier's policy regarding package refusal, as this can vary.

We advise you to consult the specific conditions of the suppliers for more details on these processes.

9. Practical Tips to Facilitate Returns

  • Keep your proof of purchase : Make sure to keep your order number and invoice to facilitate the return process.
  • Check the condition of the packaging upon receipt : If you notice any damage to the packaging or product upon delivery, contact us immediately to resolve the situation.
  • Secure Return Packaging : Please be sure to carefully repackage the product in its original packaging to avoid damage during return shipping.

10. Customer Service Contact Details

For any questions or requests regarding a return or refund, please contact us by email or via our contact form:

📧 Email : dilya.art.serviceclient@gmail.com

📋 Contact form : Link to the form

Our team is committed to responding to you within 24 to 48 business hours .

11. Personal Data and Confidentiality

We respect your privacy and are committed to treating your personal information with the utmost confidentiality, in accordance with our Privacy Policy .

12. Jurisdiction Clause

These terms and conditions relating to returns and refunds are governed by French law. In the event of a dispute concerning the interpretation, execution, or validity of these terms and conditions of return and refund, the dispute will be submitted to the competent courts of our company's registered office.

If you are a consumer residing in another country of the European Union, you have the possibility of bringing any claim relating to this policy before the competent courts of your place of residence.