Refund and Return Policy

At dmtofficialshop.com, customer satisfaction is our top priority. We strive to provide the highest quality products and an exceptional shopping experience. However, if you are not completely satisfied with your purchase, our flexible and transparent Refund and Return Policy ensures a smooth and hassle-free process. Please review the following guidelines for returns, exchanges, and refunds.

Returns:

We offer a 30-day return window from the date of delivery. If, for any reason, you are not happy with your purchase, you may return the item under the following conditions:

  • The item must be unused, in its original packaging, and in the same condition as when you received it.
  • Products that have been opened, used, or tampered with are not eligible for return unless they are defective or damaged.
  • For safety and health reasons, certain items such as consumables (e.g., cartridges, vapes) cannot be returned once opened unless there is a manufacturing issue.

How to Initiate a Return:

  1. Contact Us: To begin the return process, please email our support team at sales@dmtofficialshop.com with your order number and the reason for the return.
  2. Return Authorization: After reviewing your request, we will provide you with a return authorization and shipping label. Please note that return shipping costs may apply unless the product is defective or there was a shipping error.
  3. Ship the Item: Pack the item securely and send it back using the return label provided.
  4. Inspection and Refund: Once we receive the returned product, our team will inspect it to ensure it meets the return eligibility criteria. Refunds will be processed within 5-7 business days of receiving the item.

Exchanges:

If you wish to exchange a product for a different item, please follow the same return steps mentioned above. Once the returned item is received and inspected, we will process the exchange, and you will be notified when the new product is shipped.

Refunds:

We offer full refunds for eligible returns that meet our policy criteria. Refunds will be issued to the original payment method used for the purchase. In the case of damaged, defective, or incorrect items, we will also refund shipping costs. However, please note:

  • Refunds may take 5-7 business days to appear in your account, depending on your bank or payment provider.
  • Items that do not meet our return eligibility or are returned after the 30-day window may not qualify for a refund.

Non-Returnable Items:

Certain products cannot be returned or refunded due to hygiene, safety, or regulatory reasons, including:

  • Opened or used vape cartridges and liquids
  • Opened or used psychedelic products

Damaged or Defective Products:

In the rare event that you receive a damaged or defective item, please contact us within 48 hours of receiving the package. We will arrange for a replacement or refund at no additional cost to you. Please provide photographic evidence of the damaged item along with your order number to expedite the process.

Cancellations:

You can cancel your order as long as it has not yet been shipped. If you wish to cancel an order, please contact us immediately. Once your order has been dispatched, you will need to follow the return process to obtain a refund.

Late or Missing Refunds:

If you haven’t received your refund after the stated processing time, please:

  1. Check your bank account or payment provider again.
  2. Contact your credit card company, as it may take some time before the refund is officially posted.
  3. If the issue persists, please contact us at sales@dmtofficialshop.com, and we will assist in resolving it.