We want you to be excited about your new purchase. However, if you need to return an item, Our service team is here to help. Below are a few noteworthy points to keep in mind when returning a product you purchased from our shop.

CANCELLATION

We accept order cancellation within 12 hours of the order before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped or a shipping label is already generated.

RETURNS (IF APPLICABLE)

We accept the return of products. Customers have the right to apply for a return within 60 days after delivery of the product.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please contact our customer service at support@dikilong.com to initiate the return process and to make sure you send the package to the right address.

Important: Before returning for a refund or warranty, you must secure a Return Merchandise Authorization (RMA) number first. Units sent without an RMA will not be eligible for a refund or warranty replacement. You can secure an RMA number by emailing support@dikilong.com.

NOTES

Custom-order or personalized items do not have a right to 60 days refund.

If the return is caused by the consumer, the consumer will be responsible for the shipping fee, and any shipping fees related to the order are non-refundable. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason. Please check our warranty policy for further details.

Dikilong is not liable for any units damaged or lost during return shipping. The chair mat should be packaged in its original box within an outer cardboard box to ensure safety. We recommend using a reputable courier and service that provides a tracking number and insurance.

No restocking fee to be charged to the consumers for the return of a product.

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will email you a notification of receipt. We will also inform you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@dikilong.com.