Return Policy

Detailed Returns and Exchanges Policy for Dreambalm

At Dreambalm, we value your satisfaction and aim to make the return and exchange process clear and efficient. This policy provides specific details on eligibility, procedures, and responsibilities, ensuring full compliance with our merchant obligations.

1. Eligibility Criteria for Returns

To be accepted for a return, the item must meet all the following mandatory requirements:

• Condition: The item must be unused, unwashed, and in the exact condition that you received it. It must be free of any stains, odors, or visible signs of wear.
• Tags and Packaging: All original tags and labels must remain attached. The item must be returned in its original packaging (e.g., polybags or branded boxes).
• Proof of Purchase: Valid proof of purchase (such as the order number or confirmation email) is required for all returns.
• Time Limit: The return request must be initiated within the 30-day return window as specified below.

Items that arrive damaged due to improper return packaging or show clear signs of use will be refused and sent back to the customer.

2. Return Window

Customers have 30 calendar days from the original delivery date to submit a return or exchange request. Any requests received after this 30-day period will not be accepted or processed.

3. How to Initiate a Return or Exchange

To begin the process, you must contact our Customer Care team by emailing us at support@dreambalm.com. Your email should include:

• Your Full Name and Order Number.
• A copy of your Proof of Purchase (order confirmation).
• The detailed Reason for the Return or Exchange.
• If the item is damaged or defective, please attach a photo or video clearly showing the issue.

Our support team will review your request and respond with specific return shipping instructions within 2–3 business days.

4. Return Shipping Responsibility and Costs

The party responsible for covering the return shipping cost is determined as follows:

• Dreambalm Responsibility (Free Return Shipping): We will provide a prepaid shipping label if the return is due to an error on our part, including: receiving a damaged or defective product, the wrong item, or the wrong size due to a fulfillment error.
• Customer Responsibility: For all other reasons, such as a change of mind, incorrect size ordered by the customer, or dislike of the product, the customer is responsible for the return shipping costs. This fee may be deducted from the final refund amount.

Please note that the original shipping fees paid during the checkout are non-refundable in all cases. We strongly advise using a tracked and insured shipping method for all returns.

5. Exchange Policy

We facilitate direct exchanges primarily for cases involving our error:

• Defective or Damaged Products.
• Incorrect Item or Size Shipped.

If your item qualifies for an exchange, please contact support@dreambalm.com. Once the return is approved and the original item is received and inspected, the replacement item will be shipped to you at no additional shipping cost.

6. Refund Method and Timeline

All approved refunds will be credited back to the original method of payment used at the time of purchase. Please allow 5–7 business days for the refund to be initiated after the returned item is inspected. Your bank may require an additional 3–5 business days to post the funds to your account.

7. Dreambalm Contact and Operating Information

For full transparency and assistance with returns, please use the following company details:

• Company Name: Dreambalm
• Physical Address: 900 AVENIDA ACASO, CAMARILLO, CA 93012, UNITED STATES
• Customer Service Email: support@dreambalm.com
• Operating Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)