Refund policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please read the following guidelines carefully to ensure a smooth return process.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

• Must be unused, in the same condition as received, and in its original packaging.
• Must include the receipt or proof of purchase.

Customers are responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item without tracking.

To initiate a return, please contact us at info@downlowusa.com. Returns sent without prior approval will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon arrival. If you receive a defective, damaged, or incorrect item, contact us immediately so we can resolve the issue.

Email us at info@downlowusa.com with your order number and a photo of the issue, and we will work quickly to provide a resolution.

Non-Returnable Items

Certain types of items cannot be returned, including:

• Custom-made or personalized products
• Gift cards
• Sale or clearance items

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Refunds

Once we receive and inspect your return, we will notify you if the refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@downlowusa.com.

Return Address

To protect your privacy, we do not list a public return address. All returns must be requested and approved before sending. Once your return is approved, we will provide the return address along with further instructions.

Customers are responsible for return shipping costs. We do not provide prepaid return labels at this time.

European Union 14-Day Cooling-Off Period

For orders shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Items must still be unused, in their original packaging, and include proof of purchase.

If you have any questions, please don't hesitate to reach out to us at info@downlowusa.com. We are happy to assist you!