Refund policy
Dineza – Return & Refund Policy
At Dineza, we’re committed to delivering practical, stylish, and high-quality kitchen accessories designed to make cooking, serving, and organizing easier in your everyday life. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.
✅ Eligibility for a Refund
You may request a return or refund within 14 days of receiving your order if:
You contact us within this timeframe
The item is unused and in its original packaging
The item is damaged, defective, or incorrect
🚫 Non-Refundable Items
We do not accept returns for:
Items that have been used, washed, or altered after delivery
Items returned without original packaging
Custom or made-to-order products
Final sale or discounted items
Products marked non-returnable at checkout
Items damaged due to misuse, improper handling, or excessive force
📝 How to Request a Return
To start a return, please contact our support team with:
Your order number
A brief explanation of the issue
Clear photos of the product and packaging, where applicable
Return Address:UNIT 903A, 9/F., CAMERON COMM
CENTRE, 458-468 HENNESSY
ROAD, CAUSEWAY BAY
HONG KONG
Order Cancellation
Customers may request to cancel an order within 1 calendar day (24 hours) of placing it.
Dineza normally requires 1–3 business days to process an order before it is prepared and handed over to the shipping provider.
An order can be cancelled when:
- The cancellation request is submitted within 24 hours of placing the order; and
- The order has not yet been shipped or handed over to the courier.
If both conditions are met, the order will be cancelled and the payment will be refunded to the original payment method.
Once an order has been shipped, it cannot be cancelled. The customer may request a return after receiving the order, subject to the conditions of our Return & Refund Policy.
We recommend contacting our support team as soon as possible because submitting a cancellation request does not guarantee cancellation if the order has already been processed or dispatched.
Refund Processing Time
Once a cancellation or returned product has been reviewed and approved, Dineza will issue the refund to the customer’s original payment method within 5–7 business days.
After the refund has been issued, the customer’s bank, card provider, PayPal, or payment processor may require an additional 3–10 business days to credit the refunded amount to the customer’s account.
The total time required for the refund to appear may vary depending on the payment method and financial institution.
- If the return is caused by the consumer, consumer should be responsible for the shipping fee. 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, and the consumer is not required to bear the shipping fee for this reason.
🔄 Return & Refund Process
1. Review & Approval
Our team will review your request and may ask for additional information if needed.
2. Return Instructions
If your request is approved, we will provide:
Return address
Shipping instructions
📦 Return shipping costs are the customer’s responsibility unless:
The item is defective
The item arrived damaged
The wrong item was delivered
3. Refund Issuance
Once your return is received and approved:
Your refund will be issued to the original payment method
Processing time is typically 5–7 business days, depending on your payment provider
📌 Important Notes
All returns must be pre-approved
Items must be returned in original condition
Shipping fees are non-refundable unless the item is faulty
Returns showing signs of use, damage, or missing packaging may be rejected
Excessive or suspicious return requests may be declined
💬 Need Help?
We’re here to support you every step of the way.
If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your Dineza experience remains smooth, simple, and worry-free.