1. General Overview
This returns and refunds policy outlines the conditions and procedures for returning items purchased through this website for delivery within Australia.
Our store is committed to providing a clear and transparent process in accordance with applicable Australian consumer protection regulations.
2. Returns Eligibility & Conditions
Customers may request a return within 15 days of receiving their order.
A return will only be accepted if the product:
- Is in its original condition, unused and undamaged;
- Is returned with original packaging, accessories, and instructions where applicable;
- Includes the corresponding order number.
Products showing signs of use, assembly, or damage will not be accepted.
A return label is included in your parcel, and customers will find the return shipping label inside the package upon delivery.
3. Returns & Exchange Handling
To ensure proper verification, direct replacements are not automatically processed.
- Each returned item will be individually inspected upon receipt.
- If you wish to obtain a different item, you may place a new order through this website after the refund has been confirmed.
4. Returns Request Procedure
To initiate a return request, customers should follow these steps:
Contact customer support and provide the order number.
Wait for confirmation and corresponding instructions from our team.
Send the item back following the provided instructions.
Once the returned item has been received and verified, the refund will be processed according to the stated conditions.
5. Return Shipping Costs
Under normal circumstances, return shipping costs are the responsibility of the customer, except in cases where the item received is incorrect or damaged.
Customers are advised to use a suitable shipping method for returns. Our store is not responsible for any loss or damage that may occur during the return transit.
6. Refund Timeframes & Method
After the returned item has been received and verified, refunds will be processed within 3–7 business days.
- Refunds will be issued using the same payment method used for the original order.
- Actual processing times may vary depending on your financial institution or payment provider.
7. Contact & Customer Support
For assistance related to returns, exchanges, refunds, or general enquiries, please contact our customer support team:
Email: help@dengobase.com
Phone: +81 (902) 393 17 54
Address: 403, 1-11 NAGATA NISHI 4-CHOME, HIGASHIOSAKA-SHI, OSAKA 577-0016, JAPAN
Business Hours: Monday to Friday, 10:10 AM – 3:10 PM
Service Area: Australia
Customer support is available during business hours to assist with orders, returns, and general enquiries.
