Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the original order number to request the return.

To start a return, you can contact us at shop@dioramo.com. Please note that the customer provides return shipping.

Items sent back to us without first requesting a return will not be accepted. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Defective items returned will be tested.

 

IMPORTANT

Unfortunately, we cannot accept returns on electrical items that had DIY (Do-It-Yourself) connections made to them. DIY connections to any item operating on electricity are performed at the buyer's own risk. Each electrical item is quality control tested and in working condition before shipment. Returned electrical items will be tested to determine if the malfunction is the result of an improper DIY connection (like a short circuit, incorrect voltage, or current). If so, a replacement or refund will, unfortunately not be issued.

Exchanges
No exchanges are allowed. Please order the desired item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being 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. As above, you are responsible for the return shipping charges, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds or Replacements
We will notify you once we’ve received and inspected your return, and let you know if the refund or replacement was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days, or a replacement sent out. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Note:

Shipping charges will not be refunded under any circumstances. If the seller used the "Free Shipping" option, or Dioramo paid for the shipping of their order, the actual shipping cost will be deducted from the refunded amount.