Return & Refund Policy

At DEX SARL, we aim to provide our customers with the best shopping experience. If you are not satisfied with your purchase, our Returns and Refunds Policy outlines how we can assist you.

1. Eligibility for Returns

• 1.1 Time Frame: Returns are only accepted if requested before the item arrives at our warehouse.
• 1.2 Condition: Items must be in their original condition, unused, and with all original packaging intact.
• 1.3 Exclusions: The following items are non-returnable:
  • Products valued over $500
  • Customized or personalized products
  • Items marked as final sale
  • Items from websites that do not offer return services
  • Perishable goods (e.g., food, flowers)

2. Return Process

• 2.1 Initiation: To initiate a return, contact us at info@mydex.shop or call +961 81 795 000.
• 2.2 Documentation: Provide your order number, proof of purchase, reason for return, and the tracking number from the original supplier.
• 2.3 Shipping: Customers are responsible for return shipping costs, unless the item received was defective or incorrect.

3. Refunds

• 3.1 Eligibility: Refunds are only applicable if the item is damaged or incorrect.
• 3.2 Process:
  • If the product was ordered by DEX on your behalf, we will contact the supplier and handle the refund process.
  • If the product was ordered directly by the customer, the customer is responsible for contacting the supplier for a refund.
• 3.3 Disbursement: Refunds will only be issued once the supplier processes and confirms the refund. Upon confirmation, DEX will transfer the refunded amount to the original payment method within 7–10 business days.
• 3.4 Deductions: Any applicable restocking fees or shipping costs may be deducted from the refund.

4. Exchanges

• 4.1 Eligibility: Items eligible for exchange must meet the same conditions as returns.
• 4.2 Process: Contact us at social@destinators.com to arrange an exchange. Availability of replacement items depends on stock.

5. Damaged or Incorrect Items

• 5.1 Notification: If you receive a damaged or incorrect item, notify us within 48 hours of delivery.
• 5.2 Resolution: We will arrange for a replacement or refund at no additional cost to you.

6. Contact Information

• Email: social@destinators.com
• Phone: +961 81 795 000
• Address: Verdun Street, Verdun 732, 9th floor
• WhatsApp: Available at +961 81 795 000