Refund policy

1. INTRODUCTION

Welcome to Dinhnova.

Dinhnova LLC operates dinhnova.com as its official e-commerce platform, offering bath, self-care, wellness, and personal care products designed to promote everyday comfort, relaxation, and gifting experiences.

By accessing our website and placing an order, you acknowledge and agree to the terms set forth in this Sales, Shipping, Return & Refund Policy.

2. SCOPE OF APPLICATION

This policy applies to all purchases made through dinhnova.com and any related services provided by Dinhnova LLC.

We currently serve customers located in the United States and selected European countries.

By placing an order, customers agree to comply with all applicable terms, conditions, and policies published on our website.

3. PAYMENT METHODS

We accept the following payment methods:

  • Credit Cards (Visa, Mastercard, American Express, Discover, and other supported card networks)
  • Debit Cards
  • PayPal (where available)
  • Other payment methods supported by Stripe at checkout

All transactions are processed through secure third-party payment providers and are protected using industry-standard security measures.

Dinhnova does not store or have direct access to complete payment card information.

Orders may be subject to payment verification, fraud screening, or additional review before fulfillment.

Dinhnova reserves the right to refuse, cancel, or hold any order that appears suspicious, fraudulent, unauthorized, or otherwise violates applicable laws or payment network requirements.

4. SHIPPING

Shipping Fees

Shipping fees are calculated at checkout based on:

  • Destination country and region
  • Selected shipping method
  • Order value
  • Product characteristics
  • Applicable carrier charges

Shipping charges displayed during checkout constitute the final shipping amount unless otherwise stated.

Processing Time

Orders are generally processed within one (1) to three (3) business days.

Processing times may be extended during:

  • Holidays
  • Promotional periods
  • Inventory audits
  • Severe weather events
  • Carrier disruptions
  • Other circumstances beyond our reasonable control.

Estimated Delivery Times

Estimated delivery times are:

  • United States: 3–12 business days
  • Selected European countries: 5–15 business days

These delivery estimates are provided for informational purposes only and are not guaranteed.

Carrier Delays

Dinhnova shall not be liable for delays caused by:

  • Shipping carriers
  • Customs authorities
  • Weather conditions
  • Transportation disruptions
  • Labor shortages
  • Government actions
  • Force majeure events
  • Other circumstances beyond our reasonable control

Address Accuracy

Customers are responsible for ensuring that all shipping information provided at checkout is complete and accurate.

Dinhnova shall not be responsible for delivery issues resulting from incorrect, incomplete, or outdated shipping information provided by the customer.

5. ORDER CANCELLATION

Orders may be canceled within twelve (12) hours of placement, provided they have not entered processing, fulfillment, packing, labeling, shipment preparation, or carrier handoff.

Once processing has begun, orders may no longer be canceled.

Dinhnova reserves the right to cancel any order at its sole discretion in cases involving:

  • Suspected fraud
  • Pricing errors
  • Inventory discrepancies
  • Payment verification issues
  • Compliance concerns
  • Supplier fulfillment issues
  • Circumstances beyond its reasonable control

If Dinhnova cancels an order after payment has been successfully received, the payment will be refunded to the original payment method.

6. RETURN ELIGIBILITY

Return & Exchange Period

Return or exchange requests must be submitted within the applicable period below, calculated from the confirmed delivery date:

  • Bathing Accessories: eligible for return or exchange within thirty (30) days of delivery.

  • Bath & Personal Care Products: eligible for return or exchange within twenty-one (21) days of delivery.

  • Promotional, Clearance, Final Sale, or Special Offer Items: eligible for return or exchange within fourteen (14) days of delivery, unless otherwise stated.

Requests submitted after the applicable return period may not be accepted.

Conditions for Return Eligibility

To qualify for a return or exchange, products must:

  • Be unused, unopened, and in their original condition
  • Include all original packaging, labels, tags, inserts, and accessories
  • Not show signs of use, wear, damage, alteration, misuse, or tampering
  • Be returned in a resalable condition
  • Be accompanied by proof of purchase or a valid order number
  • Be submitted within the applicable return period described above

Hygiene & Safety Restrictions

Due to hygiene, health, and safety considerations, certain products may not be eligible for return once opened, unsealed, used, or otherwise removed from their original condition.

Dinhnova reserves the right to refuse any return request that does not meet the eligibility requirements set forth in this policy.

7. DAMAGED, DEFECTIVE, MISSING OR INCORRECT ITEMS

If you receive:

  • A damaged product
  • A defective product
  • An incorrect product
  • Missing items from your order
  • A product that you reasonably believe does not substantially match its description

you must contact support@dinhnova.com within forty-eight (48) hours of delivery.

Your request should include:

  • Order number
  • Clear photographs or videos of the product
  • Photographs or videos of the package
  • Photographs or videos of the unboxing process where applicable.

Dinhnova reserves the right to request additional information or evidence necessary to evaluate any claim.

Requests submitted after this period may not qualify for refund, replacement, exchange, or compensation.

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8. NON-RETURNABLE ITEMS

The following items are not eligible for return:

Products that have been used

Products that have been opened or unsealed

Personal care products that have been opened

Products damaged through misuse, negligence, or improper storage

Complimentary gifts

  • Promotional bonus items
  • Clearance items
  • Final Sale products
  • Any item specifically identified as non-returnable.

9. PRODUCT INFORMATION & DESCRIPTION

Customers are responsible for reviewing product descriptions, specifications, ingredients, dimensions, usage instructions, warnings, and images before placing an order.

Product photographs are provided for illustrative purposes.

Minor variations in:

  • Color
  • Packaging
  • Appearance
  • Texture
  • Pattern
  • Size
  • Manufacturing batches

caused by lighting conditions, photography, display settings, or normal manufacturing variations shall not be considered defects.

Such variations do not constitute grounds for a refund.

A product will only be considered materially different if it substantially fails to match the essential characteristics described on the product page.

10. RETURN PROCEDURE

Step 1 – Submit a Request

Contact support@dinhnova.com and provide:

  • Order number
  • Reason for return
  • Supporting photographs or videos

Step 2 – Review

Requests are generally reviewed within one (1) to three (3) business days.

If approved, return instructions will be provided.

Certain situations may not require the product to be returned.

Step 3 – Return Shipment

If a return is authorized:

  • Follow all return instructions provided by Dinhnova;

  • Package the item securely;

  • Return the item in its original condition.

Returns sent without authorization may be refused or may not be processed.

Step 4 – Inspection

Returned products are generally inspected within three (3) to five (5) business days after receipt.

Step 5 – Resolution

Customers will be notified of the outcome via email.

If approved, the refund process will begin.

11. REFUNDS

Approved refunds will be issued to the original payment method used for the purchase.

Refund processing generally occurs within seven (7) to ten (10) business days after:

  • Receipt of returned products
  • Completion of inspection

Actual posting times depend on:

  • Banks
  • Card issuers
  • Payment processors
  • Other third parties

Dinhnova shall not be responsible for delays caused by financial institutions or payment service providers.

12. NON-DELIVERY CASES

If an order has been shipped but has not been received, customers must contact Dinhnova within fourteen (14) days of the carrier's marked delivery date.

We may investigate the shipment with the carrier.

If the issue is verified as being caused by:

  • Carrier loss
  • Carrier delivery error
  • Shipping error
  • Transit damage

Dinhnova may provide an appropriate remedy, including replacement, store credit, or refund.

The form of resolution will be determined at Dinhnova's reasonable discretion.

If the issue results from customer-provided information or customer actions, Dinhnova shall not be responsible for replacement, reshipment, or refund obligations.

13. DELIVERED BUT NOT RECEIVED

If tracking information indicates "Delivered" but the package has not been received, customers must notify Dinhnova within three (3) days of the delivery confirmation date.

We may investigate the matter with the carrier and request supporting documentation.

If a shipment remains undelivered for forty-five (45) days after the order date and is verified as lost through reasonable investigation, Dinhnova may provide a replacement, store credit, or refund.

14. RETURNED ORDERS / REFUSED DELIVERY

If an order is returned to Dinhnova due to circumstances beyond our control, including but not limited to:

  • Refusal of delivery by the customer or recipient
  • Incorrect shipping information
  • Incomplete shipping information
  • Invalid shipping information
  • Failure to collect a package
  • Failure to respond to delivery attempts
  • Abandonment of the shipment
  • Failure to pay customs duties, taxes, VAT, brokerage fees, or import charges
  • Failure to comply with local import requirements

any refund, if approved, may be reduced by the actual costs incurred by Dinhnova, including:

  • Original shipping charges
  • Return shipping charges
  • Carrier fees
  • Customs charges
  • Handling costs
  • Processing costs
  • Other logistics-related expenses

Original shipping charges are non-refundable unless the return directly results from an error by Dinhnova.

Refunds, if applicable, will only be considered after the returned package has been received and inspected.

Products returned in used, damaged, altered, incomplete, or non-resalable condition may not qualify for a refund.

If a customer requests reshipment of a returned order, additional shipping and handling fees may apply.

15. PRODUCT DISCLAIMER

All products sold by Dinhnova are intended for external use only.

Customers should review product information, warnings, instructions, and ingredient disclosures before use.

Individual results and reactions may vary.

To the fullest extent permitted by applicable law, Dinhnova shall not be liable for:

  • Allergic reactions
  • Skin sensitivities
  • Improper use
  • Misuse
  • Failure to follow instructions
  • Adverse effects resulting from product use

If irritation or discomfort occurs, discontinue use immediately and consult a qualified healthcare professional.

16. CONTACT INFORMATION

Email: support@dinhnova.com

Support Hours:

Monday–Friday
9:00 AM – 6:00 PM EST

We aim to respond to inquiries within 24–48 business hours.

17. POLICY UPDATES

Dinhnova reserves the right to modify, update, revise, replace, or amend this policy at any time, subject to applicable law.

The most current version will always be published on our website and becomes effective immediately upon publication.

By placing an order through dinhnova.com, customers acknowledge that they have read, understood, and agreed to this Sales, Shipping, Return & Refund Policy.