At Denshall, your satisfaction is important to us. While we do not offer cash refunds, we are happy to provide replacements for eligible items within a specific timeframe if your order arrives damaged, defective, or incorrect.

1. Our Replacement Policy at a Glance

  • No Cash Refunds: Please note that Denshall operates on a strict replacement-only policy. We do not offer cash refunds for returned items.
  • 7-Day Replacement Window: You can request a replacement for an eligible item within 7 days from the date your order was delivered.
  • Eligibility: Items are eligible for replacement only if they are:
    • Damaged during transit.
    • Defective (not working or faulty).
    • Incorrect (wrong item/size/color sent).

2. Eligibility Criteria for Replacements

To be eligible for a replacement, your item must meet the following conditions:

  • Timeframe: The replacement request must be initiated within 7 calendar days of your order delivery date.
  • Condition: The item must be unused, unwashed, and in the exact same condition that you received it.
  • Original Packaging: The item must be returned in its original product packaging, including any protective plastic, boxes, manuals, and accessories.
  • Tags & Labels: All original tags, labels, and seals must be intact and attached to the item.
  • Proof of Purchase: You must provide your Denshall order number.
  • Clear Reason: The request must be due to damage, defect, or an incorrect item received.

3. Items Not Eligible for Replacement

Unfortunately, certain items cannot be replaced, including:

  • Items requested for replacement beyond the 7-day window.
  • Items that have been used, worn, washed, or altered in any way.
  • Products without their original packaging, tags, labels, or accessories.
  • Items damaged due to misuse, neglect, or improper handling by the customer.
  • Products for which a change of mind is the reason for the request.
  • Personal care items, intimate apparel, cosmetics, perfumes, or similar products, for hygiene reasons, if their original seal or packaging has been opened or tampered with.
  • Any item not in its original condition, is damaged, or has missing parts for reasons not due to our error.

4. How to Initiate a Replacement Request

Follow these simple steps to request a replacement:

  1. Contact Us Immediately: As soon as you discover an issue (damaged, defective, or incorrect item), contact our customer support team within the 7-day replacement window.
    • WhatsApp or Call: 03201273676 (Our preferred and fastest method)
    • Email: support@denshall.com
  2. Provide Details: When you contact us, please provide:
    • Your Denshall Order Number.
    • A clear description of the issue (e.g., “damaged screen,” “missing part,” “wrong color sent”).
    • Clear photos or a short video of the item showing the damage, defect, or the incorrect item received.
  3. Await Instructions: Our customer support team will review your request and provide you with specific instructions on how to proceed. This may include arranging a pick-up of the item or guiding you on how to return it.

5. The Replacement Process

Once your replacement request is approved and the original item is received by us (if required), here’s what happens next:

  1. Item Inspection: We will inspect the returned item to verify the issue and ensure it meets our eligibility criteria.
  2. Replacement Dispatch: If the item passes inspection, a brand-new replacement for the same product will be dispatched to you.
  3. Tracking: You will receive new tracking information for your replacement order once it has been shipped.

6. Replacement Timeline

  • Once we receive and approve your returned item (if applicable), replacements are typically processed and dispatched within 5-7 business days.
  • The delivery of your replacement item will then follow our standard shipping timelines (3-5 business days for major cities, 5-7 business days for other areas).

7. Important Notes

  • The decision regarding replacement eligibility rests solely with Denshall, based on our policy and inspection of the returned item.
  • We reserve the right to refuse a replacement if the item does not meet the eligibility criteria.

8. Need Further Assistance?

If you have any questions about our replacement policy or need help with a specific order, please reach out to our customer support team.

  • Phone/WhatsApp: 03201273676
  • Email: support@denshall.com
  • Business Hours: 10:00 AM – 8:00 PM PKT

Thank you for shopping with Denshall! We appreciate your understanding and cooperation.