Shipping & Exchange Policy

• Please provide unboxing videos, photos, and receipts in your exchange inquiry. This is compulsory for all cases. We cannot process or resolve exchange requests without an unboxing video showing the package being opened from its sealed condition.
• Items must be in their original condition with all tags attached. Where provided, belts and any packaging such as zipped bags must also be returned.
• We recommend using a secure and trackable shipping service when returning items. Please pack your item securely and lightly to avoid damage. You are responsible for the item until we receive it. We are not liable for any damage that occurs during return transit.
• After shipping, please submit proof of dispatch and the tracking number. This helps us follow up with the delivery and ensure a smooth exchange process.
• If we don’t receive the tracking information from the customer in advance and the shipment is lost in transit, we do not take any responsibility for tracking and finding the package. Customers must take full responsibility for contacting the courier/customs and finding the shipment. No exchange will be made until we successfully receive the package

All returns or exchanges must be authorized by our team in advance. Please contact info@bydenio.com before sending anything back.

If an item is returned without confirmation:

• It may be rejected at the warehouse and returned to sender (at your cost), or
• It may be discarded or untraceable, especially in international cases where customs clearance is not properly documented.

In such cases, DeNio is not responsible for any loss, delays, or costs incurred, and no refund or exchange will be issued.

Please contact our customer care to start the Exchange process. Our friendly staff will quickly review your request and respond with further instructions on how to proceed. Please include the following details in your message:

• Order number.
• Proof of purchase.
• Video / photo of the products in their current condition.
• Your complete delivery address.
• Contact phone number.

You may exchange goods bought online by post. Items bought online cannot be exchanged in-store. Please make sure you send the goods back in accordance with the Conditions of Exchange Items above - we will not be able to accept items that are sent back in an unsuitable condition. Please also note that you are responsible for the delivery costs of the parcel unless you send back a defective product.

To initiate an exchange, you have 3 days from the date of delivery to follow the steps below:

1. Contact us via the email you used to place the order and provide: the order number, the products you want to return, the reasons why you want to return the products (e.g. sizing problem). We will reply with exchange instructions including an address within 1-2 working days.
2. Send back the products you would like via a carrier of your choice. We are not responsible for dealing with your selected carrier in case the back products arrive damaged or get lost.
3. Contact us via the email you used to place the order and provide: the order number, the proof of postage of your delivery, a working tracking number, and the replacement item(s) you want.
4. Upon receiving the parcel, our quality assurance team will inspect the items and confirm whether they fit our Eligibility & Conditions.

• If the Eligibility & Conditions are NOT met, we will inform you via the email you used to place your order. You have 3 days to inform us if you want us to deliver the items back to you. If you decide to forego the items or fail to reply within 3 days, we reserve the right to discard the items and consider the exchange request complete.
• If the Eligibility & Conditions are met, we will inform you via the email you used to place your order that the exchange starts to be processed. In case you do not provide us with the needed information to process the exchange, your exchange request will be closed after 30 days from the date we receive your returned item. We reserve the right to discard the items and consider the exchange request complete.

The value of the exchanged merchandise will reflect the original purchase price, excluding any intermediary fees, shipping charges, and applicable taxes or duties. Shipping and customs costs (both ways) are the customer’s responsibility. You will be responsible for any price difference.

If the item you wish to exchange is of higher or lesser value than the new item you'd like to receive, the exchange process will proceed as follows:

• If you choose an item of higher value for the exchange, you will be required to pay the difference.
• If the new item is of lesser value, we will provide store credit for the balance.

***The balance is only issued to your Store Credits as a Discount Code or Gift Card. This type of credit can be used to place the next order in our store; however, this credit is only available after we have received your send-back item(s), implemented a quality control procedure and calculated delivery costs & taxes (if any) and valid within 60 days.

We offer refunds in the following cases:

• You received a faulty, damaged, or defective item upon delivery.
• You received the wrong product, size, color, or style.
• Your order qualifies under our 30-Day Money Back Guarantee (see below).

If your case meets these conditions, you may be eligible for either:

• A full refund to your original payment method, or
• A store credit, or
• A replacement item, at no additional cost (upon request)

We only offer a full refund of the original payment and return shipping fee in case your item(s) are faulty or defective upon arrival or if we send the incorrect items. With defective items, we expect customers to notice and provide evidence within 3 days of receipt of delivery. Evidence must be included:

• Unboxing video
• Photos

And the refund will be processed within 30 days from the date your request is approved.

For your information, upon your request and in the case where a full refund is applicable as outlined above, instead of such a refund, we can also send a replacement at no additional cost to you if that's your wish.

Note: You MUST contact us to verify if your order is eligible for a refund before sending the items back. Once we accept your request, we will give you an address to ship the items. If you ship the items back to the wrong address before talking to us, you will NOT be eligible.

To begin your refund request:

1. Contact us at info@bydenio.com within 3 days of delivery.
2. Include the following:

• Your order number
• A clear description of the issue
• Supporting photos and an unboxing video

Once approved, we will provide return instructions and shipping details. Do not send back your item without prior approval.

To be eligible for a refund, please make sure the items satisfy all requirements below:

• The items must be returned to us within 30 days from the date of delivery.
• The items must be in their original packaging, including all accompanied accessories, tags, labels, manuals and documentation.
• The items must be unused, unwashed and in the same condition as we sent to you. We do not accept items that have been impaired or damaged by customer's mishandling (e.g. stains, scratches, broken seals, taken apart, etc.).
• The items must not be damaged, personalized, altered or engraved by a third party.
• If your item is faulty or defective upon arrival, we will give you a full refund (including shipping cost). In other cases, if we accept a refund, you need to return the items to us. Besides, there will be a restocking fee of 50% of your order value and all shipping costs are non-refundable.
• Unfortunately, due to the strict health and hygiene regulations, we cannot refund or exchange all cosmetics and grooming products as well as on-body products such as in-ear/canal headphones, nosebuds, etc.
• Please also take note that some products are one-size-fit-most by design (i.e. they fit most people but do not fit everyone). If you decide to purchase such items, we do not accept return & refund requests if they don't fit you.

Note: Our team will carefully inspect & verify all items before we send out a replacement or refund. We reserve the right to refuse any replacement and refund if it does not meet the above criteria.

We are unable to accept returns or issue refunds for:

• Items marked as Final Sale, On Sale, or Custom-Made
• Items returned without prior authorization
• Products that show signs of wear, damage, or tampering
• One-size-fits-most items that do not fit (unless defective)

• Refunds are processed within 14 business days after receiving and inspecting your return.
• You will receive an email confirmation once your refund is complete.
• If approved for refund to the original payment method, it may take additional time depending on your bank or credit card provider.

If your return is accepted but not eligible for a full refund (e.g. change of mind), we will issue:

• A store credit (via digital gift card or code), valid for future purchases
• Store credit becomes available after the returned item passes quality control
• Shipping and customs fees are non-refundable

***This type of credit can be used to place the future purchases only at www.bydenio.com; however, the credit is only available after we have received your returned item(s) implemented a quality control procedure following the Eligibility & Exchange above and calculated delivery costs & taxes (if any).

You're eligible under our guarantee if:

• You receive the wrong items (e.g. size, style, color, etc.)
• You receive an item that's broken or faulty upon arrival
• Please note that we do NOT provide warranty for any products unless specifically mentioned on the product page

After we receive your returned items, we will process them within 14 business days. A confirmation email will be sent to you once the process is complete. Refunds are only issued to your original payment method in cases where the items are confirmed to be defective or incorrect upon arrival. The credited amount will appear on your next bank or card statement, depending on your issuing bank and billing cycle.

1. Check your bank or card account
2. Contact your card provider for processing updates
3. If the issue persists, contact our support team at info@bydenio.com

• Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down.
• The discounted prices are exclusive of additional taxes, fees, and surcharges if any.
• The discounted price products cannot be exchanged. Please check our size chart on product pages carefully before purchasing.
• Please be aware that when you purchase our discounted-price products, you agree to our Promotion Policy.