Returns & Exchanges
Return & Exchange
At Destello, we strive to ensure that every order reaches our customers in perfect condition. Please read our Return, Refund & Exchange Policy carefully before making a purchase.
1. Return & Exchange Eligibility
Returns, refunds, or exchanges are accepted only under the following circumstances:
Incorrect Product Received
If you receive a product that is different from the item you ordered.
Damaged Product Received
If the product arrives damaged or defective at the time of delivery.
No other return, refund, or exchange requests will be accepted.
2. Mandatory Unboxing Video Requirement
To be eligible for any return, refund, or exchange request, a clear and uninterrupted unboxing/opening video is mandatory.
The video must:
- Start before opening the package.
- Clearly show the shipping label and package condition.
- Capture the complete unpacking process.
- Be continuous and unedited.
Claims submitted without a valid unboxing video will not be accepted under any circumstances.
3. Reporting a Problem
Customers must report any issue within 48 hours of delivery.
Please email the following details to:
help@shopdestello.com
Required Information:
- Order Number
- Customer Name
- Description of the issue
- Clear photos of the product
- Mandatory unboxing video
Requests submitted after 48 hours of delivery may not be considered.
4. Verification Process
Once the claim is received:
- Our team will review the submitted evidence.
- Verification may take 2–5 business days.
- Additional information may be requested if necessary.
Destello reserves the right to approve or reject claims after review.
5. Exchange Policy
If the claim is approved and replacement stock is available:
A replacement product will be shipped at no additional cost.
If replacement stock is unavailable, a refund or store credit may be offered at our discretion.
6. Refund Policy
Approved refunds will be processed to the original payment method used during purchase.
Refund processing typically takes 5–10 business days, depending on the customer's bank or payment provider.
7. Non-Returnable & Non-Refundable Cases
Returns, refunds, or exchanges will not be accepted for:
- Change of mind
- Personal preference
- Color expectations based on screen display
- Incorrect order placed by the customer
- Delay caused by courier services
- Refusal to accept delivery
- Products reported without an unboxing video
- Requests made after 48 hours of delivery
- Minor variations in color, finish, texture, or design
8. Final Decision
The decision of Destello regarding the approval or rejection of any return, refund, or exchange request shall be final and binding.
9. Contact Us
For any return, refund, or exchange-related assistance, contact:
Destello
Website: destello.com
Email: help@shopdestello.com