Refund policy

Global Return & Refund Policy

Last updated: September 1, 2025

1. Right of Return – General Term
Consumers may request a return within fifteen (15) calendar days from the date of receipt of the goods.
The request must be justified only in cases where the product shows a manufacturing defect or malfunction, after the customer has properly followed the instructions for use provided by the company.

2. Conditions for Return Eligibility
To be eligible for a return, the item must:

  • Be in the same condition in which it was received: unused, unwashed, undamaged, with original tags attached, and in its original packaging;

  • Show no signs of misuse, wear, or damage;

  • Be accompanied by a receipt or valid proof of purchase;

  • Have received prior authorization from the company, including confirmation that the customer has followed the correct instructions for use.

3. Return Procedure
To initiate a return, the consumer must contact us via email at my_dreamkeeper@outlook.com, specifying the order number, the specific reason for the return, and attaching proof (photos or videos).

In cases of malfunction, videos must clearly show the product in use, in a well-lit environment, properly charged or connected (depending on the product), evidencing that it does not function.

Once the return request is approved, the customer will receive a shipping label and instructions for returning the item.
Returns sent without prior authorization will not be accepted.

4. Return Address
Items must be returned to the address provided in the return authorization communication.

5. Non-Returnable Items
Unless the product is defective or delivered in error, returns will not be accepted in the following cases:

  • If the package has been opened or tampered with;

  • If the product does not meet customer expectations (e.g., they simply did not like it, purchased it as a gift and the recipient did not like it, or their baby does not use or respond to it);

  • If the item shows signs of misuse, wear, or damage;

  • Custom-made or personalized products;

  • Personal care and cosmetic items;

  • Perishable goods, hazardous materials, flammable liquids, or gases;

  • Gift cards or items marked as “final sale.”

6. Damaged, Defective, or Incorrect Items
If the item received is defective, damaged, or incorrect, the consumer must notify us immediately upon receipt, providing photographic and video evidence so we can evaluate the issue and provide an appropriate resolution (replacement, refund, or store credit).

7. Exchanges
We do not currently offer direct exchanges. If you wish to obtain a different item, you must return the original product (if eligible) and place a new order separately.

8. Refunds
Once the returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, a refund will be issued via the original payment method within up to ten (10) business days.
Please note that additional time may be required by your financial institution to process and post the refund.

9. European Union – Right of Withdrawal
Customers residing in the European Union may exercise their right of withdrawal only within fourteen (14) calendar days and only if the reason is a product defect or malfunction, in accordance with Section 2 and upon submission of proper proof (photo or video).

10. Governing Law and Jurisdiction
This return and refund policy shall be governed by and interpreted in accordance with the applicable consumer protection laws of the jurisdiction in which the customer resides, without prejudice to any rights granted under local consumer legislation.