Refund policy

Refund and Return Policy

Last updated: July 19, 2026

We want you to be happy with your Deetay purchase. If something isn't right, here's how returns and refunds work.

Return Window & Eligibility

We accept returns and exchanges for orders delivered to Canada, the United States, the United Kingdom, Australia, and New Zealand.

30-Day Window: You have 30 days from the date of delivery to initiate a return. No returns or refund requests will be accepted after 30 days of receipt.

To be eligible for a return, items must be:

• Unused and in the same condition that you received them
• In the original packaging where possible
• Accompanied by proof of purchase (order number or confirmation email)

Your Statutory Rights (UK & Australia)

Nothing in this policy limits your legal rights. UK customers retain their right to cancel under the Consumer Contracts Regulations, and Australian customers retain their consumer guarantees under the Australian Consumer Law — including the right to a refund, repair, or replacement for items that are faulty, not as described, or damaged in transit, regardless of the return window above.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return Shipping

Customers are responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot guarantee that we will receive your returned item.

How to Start a Return

Email us at ken@deetay.com with your order number and reason for return. We'll provide instructions on where to send your item.

Refunds

Once we receive and inspect your returned item, we'll notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original payment method within 5–10 business days. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at ken@deetay.com. Please note that original shipping charges are non-refundable. If your refund is approved, only the purchase price of the returned item(s) will be refunded, excluding any original shipping costs.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery at ken@deetay.com with photos of the issue. We'll arrange a replacement or refund at no additional cost to you.

Lost Packages

If your package is not delivered after 15 business days of the expected delivery date, please contact us at ken@deetay.com. We will work with the carrier to locate your package or provide a replacement/refund.

Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery at ken@deetay.com. Provide photos or videos of the damaged item and packaging to expedite the resolution process.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (food, flowers, plants), custom or personalized products, and personal care goods (beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about a specific item.

Questions?

Contact us at ken@deetay.com for any return or refund questions.