Return and Refund Policy

Last Updated: October 27, 2026

At DXURY™, we want you to feel confident when shopping for journals, stationery, and creative accessories. This Return & Refund Policy explains how to request a return, report a product issue, arrange an exchange, understand return shipping responsibilities, and learn how eligible refunds are processed.

Please review this policy before sending any item back. All returns must follow the applicable authorization and shipping procedures described below, subject to mandatory consumer protection laws.

1. Return Eligibility

You may request a return within 30 calendar days of receiving your order, subject to the conditions outlined in this policy and any mandatory consumer rights that apply to your purchase.

To qualify for a standard voluntary return, returned products should generally meet the following requirements:

• Original Condition: Items should be unused and undamaged, except for reasonable inspection of the product.

• Packaging and Accessories: Original packaging, labels, and included accessories should be retained where reasonably possible.

• Proof of Purchase: Provide your order number, order confirmation, or another reasonable record of purchase.

• Product Completeness: Include all components originally supplied with the item, where applicable.

• Product Identification: The returned item must be identifiable and match the original order.

Products that show signs of excessive use, damage caused after delivery, unauthorized modification, or missing components may require additional review before a voluntary return can be approved.

If you are unsure whether your stationery item qualifies, contact us before arranging a return.

These conditions do not limit any mandatory rights or remedies relating to defective, damaged, incorrectly supplied, or otherwise non-conforming products.

2. How to Initiate a Return

Please contact DXURY™ and obtain return authorization before shipping any product back, except where applicable law provides otherwise.

Customer Support Email: service@dxury.com

To help us review your request, please include:

1. Your order number.

2. The email address used at checkout.

3. The name of the product you wish to return.

4. The reason for your request.

5. Clear photographs if the item is damaged, defective, incomplete, or different from what you ordered.

Our customer support team will review the information and confirm whether the return can be accepted. If approved, we will provide the applicable return instructions, including the authorized return destination, shipping arrangements, and any required documentation.

Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

A. Personal Reasons and Change-of-Mind Returns

If you wish to return a product because you changed your mind, no longer need it, selected the wrong design or color, ordered an unsuitable product, or otherwise no longer want an item that was supplied correctly and is not defective, you are responsible for the direct return shipping costs, unless otherwise required by applicable law or expressly agreed by DXURY™.

Before you proceed, our team will explain the applicable return arrangements and any known shipping charges.

Actual return shipping costs may vary depending on the carrier, package dimensions, weight, destination, and any special packaging requirements.

Original outbound shipping charges, if any, will be handled in accordance with the applicable order terms and consumer protection laws.

B. Damaged, Defective, or Incorrect Products

If a product arrives damaged, has a confirmed manufacturing defect, is missing components because of a fulfillment error, or differs from the product you ordered due to an error on our part, DXURY™ will cover the reasonable return shipping costs or provide an appropriate prepaid return shipping label, as applicable and subject to applicable law.

Please contact us with your order number, a description of the issue, and supporting photographs before arranging shipment.

Do not independently arrange an expensive return shipment for a damaged, defective, or incorrectly supplied product without first contacting our team. If return postage is necessary and has been approved, retain the shipping receipt and tracking information so the costs can be reviewed.

Depending on the circumstances, the resolution may include replacement components, a replacement product, an authorized return and refund, or another appropriate remedy under applicable law.

These arrangements do not restrict any mandatory consumer rights or remedies.

3. Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order after delivery to make sure the products received match your purchase.

If an item arrives damaged, has a defect, is missing components, or differs from what you ordered, contact service@dxury.com as soon as reasonably possible.

To help us review the issue, please provide:

• Your order number and the name of the affected product.

• A short description of the problem.

• Clear photographs of the item and packaging, where applicable.

• Any additional information that may help us assess the issue.

Our team will review the information and explain the available resolution in accordance with the circumstances and applicable law. Depending on the issue, this may include replacement components, a replacement product, an authorized return and refund, or another appropriate remedy.

Return Shipping Responsibility for Product Issues

When our review confirms that a product arrived damaged, has a manufacturing defect, is incomplete because of a fulfillment error, or was incorrectly supplied by DXURY™, we will cover the reasonable return shipping costs or provide a suitable prepaid return shipping label, as applicable.

If return postage has been incurred with our prior approval, please provide the relevant receipt and tracking information for review.

If the reported issue cannot be confirmed and the request is ultimately treated as a personal-reason return, the shipping cost rules in Section 2 will apply, subject to applicable law. We will explain the applicable arrangements before asking you to proceed.

Please retain the affected item and its packaging until you receive further instructions. Do not discard relevant components or attempt substantial repairs before the issue has been reviewed, unless applicable law requires otherwise.

Your statutory consumer rights remain unaffected by this process.

4. Items That May Be Excluded from Standard Returns

Certain products or circumstances may not qualify for a standard voluntary change-of-mind return where permitted by applicable law.

Examples may include:

• Personalized Products: Items made to a customer's individual specifications or clearly personalized, where a lawful exclusion applies.

• Gift Cards: Gift cards, except where a refund or other remedy is required by law.

• Used or Incomplete Products: Items that do not meet the applicable conditions for a voluntary return, subject to mandatory statutory rights.

• Items Clearly Identified as Non-Returnable: Products subject to a disclosed restriction, where such a restriction is legally permitted.

• Requests Outside the Applicable Return Period: Requests submitted after the standard return window, subject to mandatory statutory rights.

Because DXURY™ offers stationery and creative paper goods, eligibility may also depend on the product's condition and any specific restrictions disclosed at the time of purchase.

Promotional pricing or a sale designation does not automatically eliminate a customer's legal rights. An item purchased at a discount may still qualify for a legally required remedy if it is defective, damaged, or incorrectly supplied.

If you are uncertain about an item's eligibility, contact service@dxury.com before proceeding.

5. Exchanges

If you would like a different product, color, or design, please contact us at service@dxury.com to discuss the available options.

Where a direct exchange is unavailable, you may be asked to return the original item under the approved return procedure and place a separate order for the replacement.

Our standard exchange process is:

1. Contact our support team with your order number and preferred replacement product.

2. Wait for confirmation of the applicable return conditions and instructions.

3. Return the original product according to the approved procedure, if required.

4. Place a separate order for the replacement product if instructed to do so after the return arrangements have been confirmed.

Shipping Costs for Exchanges

For exchanges requested for personal reasons, such as a change of preference or an incorrect product selection by the customer, the customer is generally responsible for the direct return shipping costs, subject to applicable law.

If the exchange is required because a product arrived damaged, has a confirmed manufacturing defect, or was incorrectly supplied by DXURY™, we will cover the reasonable return shipping costs or provide an appropriate prepaid return shipping label, as applicable.

Any price difference, additional shipping charge, or other applicable cost will be explained before the replacement purchase is completed.

Replacement availability depends on current stock and the product selected. Please wait for confirmation from our team before shipping your original purchase.

Your statutory rights regarding defective or non-conforming products remain unaffected.

6. International Orders – EU Customers

Customers in the European Union may have a statutory right to withdraw from eligible distance purchases within 14 days of receiving the goods, without providing a reason, subject to applicable law and any relevant legal exceptions.

The withdrawal period generally begins when the customer, or a designated third party other than the carrier, receives the goods. Special rules may apply to orders containing multiple items delivered separately.

To exercise an applicable withdrawal right, contact service@dxury.com within the legally applicable period and clearly state that you wish to withdraw from the purchase. Include your order number so we can identify the transaction and provide the appropriate return instructions.

Return Shipping Costs for EU Customers

Where an EU consumer exercises a statutory withdrawal right, the customer may be responsible for the direct return shipping costs if the applicable legal requirements have been met, including any required prior disclosure of this responsibility.

Where goods are defective, damaged, incorrectly supplied, or otherwise subject to a seller-paid remedy under applicable law, the relevant statutory rules regarding return shipping costs will apply.

For eligible withdrawals, refunds will be handled in accordance with applicable statutory requirements. Where required by law, refunds will include the applicable amounts paid for the goods and standard outbound delivery costs. Additional charges for a more expensive delivery option may not be refundable.

Products should be handled with reasonable care while being inspected. Any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product may be addressed as permitted by applicable law.

Certain products or transactions may be subject to legal exceptions, including specific rules for personalized goods.

The statutory withdrawal right is separate from our standard 30-day return policy. Any additional voluntary return period does not reduce the rights provided by applicable consumer law.

For purchases outside the European Union, applicable return and cancellation rights depend on the laws governing the transaction.

7. Refunds

Once an authorized return has been received at the designated return destination, we will review the item and determine the appropriate outcome under this policy and applicable law.

If a refund is approved:

• Refund Method: Refunds will generally be issued to the original payment method unless another method is agreed upon or required by applicable law.

• Processing Time: For approved voluntary returns, we aim to initiate refunds within 10 business days after the returned item has been received and the refund approved, where practicable. Mandatory statutory deadlines take precedence.

• Financial Institution Delays: Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

• Refund Confirmation: We will provide relevant confirmation when the refund has been processed, where applicable.

• Deductions or Adjustments: Any deduction or adjustment will be made only where permitted by applicable law and the relevant return terms.

The time required to inspect a returned item may vary depending on the circumstances. Statutory refund deadlines, including those applicable to EU withdrawal requests, take precedence over our standard processing target.

If more than 15 business days have passed since we confirmed that your refund was processed and the funds have not appeared, please contact service@dxury.com. Include your order number and any available refund reference so we can help investigate.

8. Unauthorized Returns and Incorrect Return Destinations

All physical returns must be authorized by DXURY™ before shipment, except where applicable law provides otherwise.

An unauthorized return includes a product shipped back without prior approval, a parcel sent before return instructions have been issued, or a shipment sent to an address other than the designated return destination confirmed by our customer support team.

If an unauthorized return is received or identified, the following procedures apply:

1. Shipment Identification: We will attempt to identify the order using the information supplied with the parcel or the associated order records.

2. Customer Notification: Where contact information is available, we will contact the customer to clarify the reason for the shipment and request any missing order or tracking details.

3. Return Verification: We will review the order, the reason for the return, the shipment status, and the applicable return conditions before determining the next steps.

4. Handling of the Parcel: Where permitted by law and the carrier's procedures, we may refuse delivery or temporarily hold the parcel while attempting to identify the shipment and contact the customer. If the parcel has already been received, we will explain whether it can be accepted for processing, needs to be redirected, or requires another appropriate arrangement.

5. Refund Processing: Shipping a parcel back does not automatically mean that a refund has been approved. The return must be identified and assessed in accordance with the applicable return procedure. Mandatory statutory refund obligations remain unaffected.

6. Additional Shipping Costs: If a parcel must be redirected, returned to the sender, or shipped again because the customer used an unapproved destination or failed to follow the provided instructions, the customer may be responsible for the resulting reasonable additional shipping costs where permitted by applicable law.

7. Delivery Delays or Loss: A parcel sent to an unapproved destination may be delayed, refused, or difficult to locate. We cannot guarantee that it will reach the appropriate return processing location.

If you have already shipped an item without authorization, contact service@dxury.com immediately and provide your order number, tracking number, carrier details, and the address used.

Our team will review the circumstances and explain the available next steps. Any recovered or identified parcel will be handled in accordance with applicable law and the carrier's procedures.

These procedures are intended to ensure that returned products can be identified and processed correctly. They do not waive or restrict any mandatory consumer rights or remedies.

9. Return Address and Authorized Shipping Instructions

Please contact service@dxury.com and obtain return authorization before shipping any product.

After reviewing your request, our customer support team will confirm the appropriate return destination and provide the applicable shipping instructions.

The company's business address is provided below for company identification and correspondence. It is not automatically an authorized return destination unless our team specifically confirms this in writing.

Do not send merchandise to an unconfirmed address or assume that the original shipping address is the correct return destination.

If a parcel has already been sent to an unapproved address, contact us promptly with your order number and tracking details. We will review the shipment status and explain the available next steps.

10. Contact Information

For questions about returns, refunds, exchanges, or order issues, please contact DXURY™ using the details below.

Brand: DXURY™

Legal Company Name: Xuzhou Mengxihe E-Commerce Co., Ltd.

Business Address: Room 212, Building 3, Zhenhe Street, Huanglou Subdistrict, Gulou District, Xuzhou, Jiangsu Province, China

Email: service@dxury.com

Phone: +86 17817593950

Customer Service Hours: 8:00 AM–10:00 PM daily

Time Zone: Pacific Time (US & Canada), GMT−08:00 during standard time and GMT−07:00 during daylight saving time.

When contacting us, please provide your order number and a brief explanation of your concern. Do not include passwords or full payment card details in your message.

The business address above is provided for company identification and correspondence. It is not automatically an authorized product-return destination. Please use only the return address confirmed by our customer support team for your specific request.

DXURY™ is committed to handling return and refund requests fairly, communicating shipping responsibilities clearly, and providing practical assistance throughout the resolution process.

Thank you for choosing our stationery collection and allowing us the opportunity to assist you.

DXURY™ — Make Space for Your Creativity.