Returns & Exchanges
DARKAI guarantees the highest level of care and quality control before processing and preparing your order. While being extremely confident that you will love your new DARKAI item, we are gladly at your service to solve any issue that may arise, please contact us at support@darkai-lab.com after consulting the list below for a guide on how to proceed based on each case:
- Full price products: We accept returns and exchanges within 14 days from the date you received your order with no further information required to justify the reason for the return. Any unwanted items must be shipped/postmarked within 14 days of receipt. You must return the item in unused condition with the original packaging, tags and the order confirmation/invoice. Returns are free on orders above 400€ while customers are responsible for the return shipping costs for values below 400€. Refunds will be processed within 3-5 banking days depending on your financial institution, Store credit will be processed immediately.
- Sale products: We accept returns and exchanges within 14 days from the date you received your order with no further information required to justify the reason for the return. Any unwanted items must be shipped/postmarked within 14 days of receipt. You must return the item in unused condition with the original packaging, tags and the order confirmation/invoice. Customers are responsible for the return shipping costs. Refunds will be processed within 3-5 banking days depending on your financial institution, Store credit will be processed immediately.
- Sale products with extra discount: Products purchased at a discounted price with an additional discount are meant as final sale, therefore returns are not accepted, please contact support@darkai-lab.com to evaluate an exchange with a product or a store credit of the same value. Customers are responsible for the exchange shipping costs.
- Faulty products: Please contact support@darkai-lab mentioning your order number, a detailed explanation of the issue and if possible attach a picture of the defect so we can assist you in either replacing your jewel with a new unit or return the jewel free of charge. Note that our laboratory will evaluate the defect and will accept the return or exchange once it is confirmed not being caused by improper use.
If you wish to proceed with your return request please reach out to us at support@darkai-lab and our team will guide you with the right procedure based on your order.
In most cases, you will have to ship the order back to us, please note that national postal services are to be avoided - we recommend you to ship your return via DHL, UPS or FedEx. We are not responsible for the damage or loss of any items during transit back to DARKAI. We will process the return as soon as the parcel is delivered to us. DARKAI is not responsible and will not refund additional duties, taxes, or any other charges that may occur for shipments outside the EU, including duties and taxes that DARKAI may face when importing the product back as return from your country.
For any further information or request on the matter do not hesitate to contact us at support@darkai-lab.com.
