RETURN POLICY
Selecting the FREE SHIPPING (Without Tracking) method at checkout means your package will not have a tracking number. We will only supply a Proof of Shipping. This creates a real risk that the order may not reach you, and you will not be able to monitor its journey. Should 60 days pass without delivery, we will escalate your case and issue a full refund, no questions asked.
For any order exceeding $75, we strongly advise choosing STANDARD SHIPPING (With Tracking). This allows you to follow your package at every stage until it is delivered.
When You Receive a Faulty, Wrong, or Damaged Product
If you discover a defect, receive an incorrect item, or find your order was damaged in transit, you must contact our Customer Support team to start the process. Please include all of the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some situations, a video or photo of the defective product is required before we can approve a refund or replacement. Do not send anything to the address on our website. You must first email [email protected] to obtain the correct return address.
Returning an Item You No Longer Want
Contact us within a 45-day window from the date you receive your order to initiate a return. When you reach out, be ready to share your order number and the reason for your return. Our team will review the details and, if the return is approved, send you the next steps. We only process returns for items bought directly from www.diligentty.com. If your purchase was made through an authorized retailer, you will need to contact that retailer directly to handle the return.
Any return submitted without a receipt may be rejected. Diligentty maintains the right to refuse a return.
Every returned item must be sent back in its original packaging, complete with all accessories, manuals, and documentation. The product must be unused and in the exact condition it was sent. We cannot accept items with stains, folded cards, or broken seals and plastic foiling. If a returned product arrives in an unacceptable state, we reserve the right to deny a refund or exchange. Personalized products are final sale and cannot be refunded or exchanged. Certain items are not eligible for return, including products purchased through other retailers, items you ordered incorrectly, and goods damaged due to customer mishandling.
When a return is initiated due to customer preference, the customer is responsible for the return shipping cost, which will vary based on the carrier selected. If the return is due to our error—such as receiving a damaged or incorrect item—you will not be charged for the return shipping.
Changing or Canceling Your Order
To modify or cancel an order, reach out to us immediately with your order number and the specific change you need. Any cancellation placed after an order is submitted incurs a cancellation fee of 30% of the Total Price. This fee applies regardless of when the cancellation is requested, even if it is just a second later, due to non-refundable charges from our payment processor. Orders that have already been packed or shipped cannot be canceled.
Getting Your Money Back
Processing a return can take up to 14 business days from the day we receive your package. Once processing is complete, we will notify you by email.
For defective products, a full refund is credited. For non-defective items, the refund amount will exclude all shipping and handling fees.
All refunds are issued to your original form of payment. For credit or debit card payments, the refund is sent to your card-issuing bank within 14 business days of us receiving the returned item or your cancellation request. The time it takes for the credit to appear on your statement depends on your bank. If you have not yet seen the credit, contact your bank or credit card company directly, as posting delays are common.
The Only Way to Get the Return Address
To obtain the return address, you must contact our Customer service team at [email protected]. The address is provided exclusively through this channel.
