Return & Refund Policy
Latest Update: September 23, 2026
30-Day Return Period
At Dwellivoa, eligible products may be returned within 30 calendar days after your order has been confirmed as delivered.
If you wish to return a product, please contact our customer support team at service@dwellivoa.com before sending anything back. We will review your request, determine whether the item meets the applicable return requirements, and provide the appropriate return instructions.
Please do not send a product back before receiving return authorization and instructions from our customer support team.
Return Eligibility
To qualify for a standard return, an item should generally be returned in substantially the same condition in which it was received.
Unless the return relates to a damaged, defective, incorrect, or otherwise eligible problem with the product, returned items should generally be:
- unused;
- unwashed;
- undamaged;
- unaltered;
- returned with the original components, accessories, and packaging where applicable.
Products that have been used extensively or damaged after delivery may not qualify for a standard preference-based return.
We may request proof of purchase, your order number, or other information reasonably necessary to locate and verify the transaction before processing a return request.
Products That May Not Be Eligible for Return
Certain products may be excluded from standard returns because of hygiene, health and safety, customization, product condition, or other reasonable considerations.
Depending on the product and circumstances, non-returnable items may include:
- personalized, customized, or made-to-order products;
- opened products for which accepting a return would create a legitimate hygiene or health concern;
- products that have been excessively used after delivery;
- gift cards;
- final-sale or clearance products clearly identified as non-returnable before purchase;
- products damaged or materially altered by the customer after delivery.
Where a particular product is subject to additional return restrictions, the applicable information may be stated on the product page or communicated when we review your return request.
Nothing in this Return & Refund Policy is intended to limit any consumer right or remedy that cannot lawfully be excluded or restricted.
How to Start a Return
Before returning an item, contact our customer support team at service@dwellivoa.com.
To help us process your request efficiently, please provide:
- your order number;
- the email address used when placing the order;
- the product you wish to return;
- the reason for requesting the return;
- clear photographs, videos, or other relevant information where the item is damaged, defective, incorrect, incomplete, or otherwise affected by an issue.
Our customer support team will review the information provided and, if the return is approved, send you the applicable return instructions.
Where Should I Send My Return?
Do not send returned products directly to our registered business address unless our customer support team expressly instructs you to do so.
Our registered business address is not necessarily the location used to receive customer returns.
After your return request has been reviewed and authorized, we will provide the appropriate return warehouse address together with the instructions applicable to your order.
Sending an item without prior authorization, or sending it to an address other than the return address provided by our customer support team, may delay or interfere with the processing of your return.
Damaged, Defective, Incorrect, or Missing Items
We recommend inspecting your order reasonably soon after delivery.
If an item arrives damaged, defective, incorrect, materially different from the product ordered, or if part of your order is missing, please contact service@dwellivoa.com promptly.
Please provide your order number and clear photographs showing the affected item or issue. Where reasonably necessary, we may also request photographs of the packaging, shipping label, or other information relevant to reviewing the claim.
Once we have reviewed the information provided, we will determine an appropriate resolution based on the circumstances. This may include a replacement, refund, return arrangement, or another appropriate remedy.
If Dwellivoa confirms that a product arrived damaged or defective, or that an incorrect product was supplied because of an error attributable to us, we will provide an appropriate solution without requiring the customer to bear the applicable return shipping cost where a return is necessary, subject to applicable law.
Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
For preference-based returns, including a change of mind, ordering the wrong product, selecting an incorrect option, or another reason that was not caused by Dwellivoa, the customer will generally be responsible for the applicable return shipping costs.
Where Dwellivoa confirms that an item was damaged, defective, incorrect, or materially different from the item ordered due to an error attributable to us, we will provide the appropriate return instructions. If returning the item is necessary, we will arrange or cover the applicable return shipping cost.
For preference-based returns, original shipping charges are generally not refundable unless otherwise stated by us or required by applicable law.
We do not impose an additional restocking fee on an eligible standard return unless a particular charge was clearly disclosed before purchase and is permitted under applicable law.
Refund Processing and Timing
After an authorized return reaches the designated return location, the item may be inspected to verify its condition and eligibility.
Please allow approximately 5–10 business days after the authorized return has been received for inspection and refund processing.
If your refund is approved, it will generally be issued to the original payment method used for the purchase.
After we issue a refund, your bank, credit card issuer, or payment provider may require additional time to process the transaction and display the funds in your account. Processing times controlled by those financial institutions are outside our direct control.
Where permitted by applicable law and appropriate under the circumstances, the amount refunded may be adjusted if the returned product is missing components or has suffered damage, alteration, excessive use, or another reduction in value after delivery.
Any adjustment will be determined based on the condition of the returned item and the circumstances of the return.
Exchanges
Exchange availability depends on current inventory and the product involved.
If you would like a different product, model, variation, or other available option, please contact service@dwellivoa.com before returning the original item.
Depending on availability and the circumstances, we may recommend returning the eligible original item under this policy and placing a separate order for the replacement product.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible after completing your purchase.
We will make reasonable efforts to accommodate cancellation requests before the fulfillment process begins.
Once an order has entered processing, packing, fulfillment, or shipment, we may no longer be able to cancel or modify it.
If the package has already been shipped, you may need to wait until it has been delivered and then request an eligible return under this Return & Refund Policy.
We do not charge a cancellation fee for an order successfully cancelled before fulfillment unless a specific charge was clearly disclosed before purchase and is permitted by applicable law.
Consumer Rights
This Return & Refund Policy is intended to describe our standard store procedures.
Nothing in this policy is intended to exclude, restrict, or replace any mandatory refund, cancellation, withdrawal, warranty, conformity, or other consumer rights that apply to you under applicable law.
Where mandatory consumer protection law provides rights that are more favorable than the standard procedures described in this policy, those mandatory rights will apply.
Contact Us
Dwellivoa and dwellivoa.com are owned and operated by Chengdu Jiazhiky Trading Co., Ltd.
For questions concerning returns, refunds, exchanges, damaged or defective products, incorrect or missing items, or order cancellations, please contact us using the following information:
Brand Name: Dwellivoa
Website: dwellivoa.com
Legal Company Name: Chengdu Jiazhiky Trading Co., Ltd.
Business Address: No. 526, 5th Floor, 1st Unit, Building 1, West Shunxi Street, Huazhao Bi Lane, Jinniu District, Chengdu City, Sichuan Province
Customer Support Email: service@dwellivoa.com
When contacting us about an existing order, please include your order number and the email address used during checkout so that we can locate your purchase and assist you efficiently.
We aim to respond to customer inquiries within 1–2 business days.