Refund policy

 

Thank you for choosing Dew Theory! We strive to make your shopping experience seamless and enjoyable. Below, you’ll find detailed information about our order processing, shipping, returns, and other policies. If you have any questions, feel free to reach out to us at hello@dewtheory.com.

Returns & Refunds

We want you to love your purchase! If something isn’t quite right, we accept eligible returns within 7 days (Up to 14 days for EU customers) of your order being marked as delivered.


Eligibility Requirements:

  • Items must be in the same condition as when you received them: unopened, unused, and in their original packaging.
  • A receipt or proof of purchase is required.
  • All original packaging, documentation (boxes, manuals, etc.), and seals (where applicable) must be included.


Refund Details:
The customer is responsible for covering the return shipping costs to our warehouse in South Korea. We highly recommend using a tracked shipping method to ensure the safe return of your item and to expedite the refund process.

Refunds will be issued for the cost of the returned item(s), minus the original shipping costs and any non-refundable processing fees. Once we receive and inspect your return, we’ll notify you of the refund status. If approved, your refund will be processed to the original payment method. Please note that it may take additional time for your bank or credit card company to post the refund.


How to Initiate a Return:
Contact us at support@dewtheory.store with your order number. If your return is approved, we’ll provide instructions on where and how to send your package. For EU customers, manage your returns from your account by clicking this link.

Right of Withdrawal (EU Customers)

In compliance with EU regulations, we provide a dedicated "Withdrawal Button" on the Orders page of your account. This allows EU customers to easily exercise their 14-day cooling-off period. Please note that while this facilitates the withdrawal process, our standard refund and return policies will still govern the final resolution of your return.

Order Issues & Damages

We take pride in delivering your orders in perfect condition. If you receive a defective, damaged, or incorrect item, please inspect your order immediately upon arrival and contact us at support@dewtheory.store with your order number and any supporting evidence (e.g., photos of the issue, unboxing video etc.)

Please Note:
Damage to the outer shipping box or product packaging does not qualify for a return or refund if the item itself is unharmed.

Exchanges

While we don’t offer direct exchanges, you can return your item(s) for a refund and place a new order for the item you’d like. Once your return is accepted, you’re welcome to repurchase the correct or alternative item.

Cancellations

We’re unable to cancel orders once they’ve begun processing. However, if you’d like to cancel an order that hasn’t yet shipped, please contact us at support@dewtheory.store within 24 hours of placing your order. If cancellation is possible, we’ll refund the original amount, minus any non-refundable processing fees.

Failed Deliveries

To ensure successful delivery, please provide accurate shipping information and be available to receive your package. We are not liable for failed deliveries due to:

  • Incorrect or incomplete shipping address, contact information, recipient name etc.
  • Not responding to contact attempts from the carrier or Dew Theory regarding delivery issues.
  • Refusing delivery of a package.

In such cases, we are unable to provide refunds.

If you find that your order information is wrong, please follow the Shipping Address Change instructions below.

Shipping Address Changes

Customers are responsible for ensuring their shipping address is accurate and complete at checkout, including proper formatting (e.g., abbreviations, apartment/suite numbers, and other routing details). We cannot be held responsible for lost or misdelivered packages due to incorrect, incomplete or misspelled addresses. We use the provided address exactly as entered to generate the shipping label. Unsuccessful deliveries due to insufficient/incorrect shipping addresses are not eligible for refunds.

If you need to update your shipping address, please email us at support@dewtheory.store as soon as possible with your order number and “Shipping Address Change” in the subject line. We’ll confirm if the change was successful.

Example Subject Line:
Order #1324 Shipping Address Change