Refund policy

Refund Policy

Last updated: 2026

At DIXVER.UP, we want customers to feel confident when shopping with us. Please read our refund and return policy carefully before placing an order.

Right of Return

Customers located within the European Union have the right to request a return within 14 days of receiving their order, in accordance with applicable consumer protection laws.

To qualify for a return:

  • items must be unused, unworn, and returned in their original condition,
  • items should include original packaging where possible,
  • proof of purchase or order confirmation may be required.

Non-Returnable Items

Certain products are not eligible for return, including:

  • custom made or personalized items,
  • products created specifically upon customer request,
  • items showing signs of wear, use, or damage caused after delivery,
  • hygiene sensitive items where return is not suitable for health or hygiene reasons.

Return Request

To initiate a return, customers must contact us at:

Email: dixver.up@seznam.cz

Please include:

  • order number,
  • full name,
  • reason for the request,
  • photos if the item arrived damaged, defective, or incorrect.

Return Shipping Address

Matěj Hruška
Rájec-Jestřebí, Na Vyhlídce 588
679 02
Czech Republic

Unless otherwise required by law, customers are responsible for return shipping costs.

We strongly recommend using a tracked shipping service, as we cannot guarantee responsibility for returns lost during transport.

Refunds

Once the returned item has been received and inspected, customers will be notified about the approval or rejection of the refund.

If approved, refunds will be processed to the original payment method within 14 business days.

Original shipping costs may not be refunded unless:

  • required under applicable law,
  • the item was defective,
  • or an error occurred on our side.

Damaged, Incorrect, or Defective Orders

If an item arrives damaged, defective, or incorrect, customers should contact us within 48 hours of delivery.

Please send:

  • photos of the product,
  • photos of the packaging,
  • and a description of the issue.

We will work to resolve the situation as quickly as possible.

Exchanges

We currently do not offer guaranteed direct exchanges. In most cases, customers may place a new order after the return process has been completed.

Contact

DIXVER.UP
Email: dixver.up@seznam.cz
Phone: +420 731 372 658