D.TOX Refund and Replacement Policy

At D.TOX, we are dedicated to providing high-quality, made-to-order products and exceptional customer service. While we don’t offer refunds on purchases, we are committed to ensuring your satisfaction by offering replacements for faulty or damaged items, under certain conditions.

Refunds:

We do not offer refunds on any purchases. However, if you encounter issues with your product, we will review your case and, where applicable, replace the item in accordance with our replacement policy.

Replacement for Faulty or Damaged Products:

If you receive a product that is faulty, damaged, or not as described, we are happy to replace it at no additional cost. To qualify for a replacement, please contact our customer service team within 30 days of receiving your order with the following details:

  • Order number

  • A description of the issue

  • A photo of the damaged item

We will review your request and promptly send a replacement if the issue is deemed valid.

Damage Due to Improper Care:

Our products are designed to be durable, but they must be properly cared for to maintain their quality. If an item is damaged due to improper cleaning, handling, or use that does not follow our official Cleaning Protocol, it will not be eligible for a replacement.

To avoid damage, please follow the Cleaning Protocol provided with your product or available on our website. This includes specific instructions on how to properly clean, store, and maintain your item to prevent any unnecessary wear or damage.

Made-to-Order Variations:

Because all of our products are made-to-order, slight variations in color, texture, and appearance may occur from item to item. These minor differences are part of the unique nature of each product and are not considered defects. We take great care to ensure every product meets our quality standards.

How to Request a Replacement:

To request a replacement, please send an email to our customer support team at support@detroit-tox.com within 30 days of receiving your product. Include your order number, a detailed description of the issue, and any photos showing the damage (if applicable). Our team will assess the issue and get back to you as soon as possible.

We are committed to providing quality products and excellent customer service, and we appreciate your understanding of our policies.