Refund policy
Overview
At Drealy (drealy.com), your satisfaction is our priority. We stand behind the quality of our Korean Peptide Eye Patches and want every customer to feel confident in their purchase. This policy outlines the conditions under which refunds are issued.
Please read this policy carefully before completing your purchase. By placing an order on drealy.com, you agree to the terms described below.
No Returns Policy
Due to the nature of our skincare products and for hygiene reasons, Drealy does not accept physical returns. Once a product has been shipped, it cannot be returned to our facility under any circumstances.
This applies to all orders regardless of whether the product has been opened or used. We appreciate your understanding as this policy exists to protect the health and safety of all our customers.
30-Day Refund Window
While we do not accept returns, we do offer refunds under specific eligible circumstances. All refund requests must be submitted within 30 days of your original purchase date. Requests submitted after this 30-day window will not be considered, and no exceptions will be made.
The 30-day refund window begins on:
• The date your order was placed, as confirmed in your order confirmation email.
• Not the date of delivery or first use.
Eligible Refund Circumstances
Refunds will only be granted if your request falls into one of the following eligible categories:
1. Damaged or Defective Product: Your order arrived damaged, broken, or with a manufacturing defect. Photo evidence must be provided.
2. Wrong Item Received: You received a product that does not match your order. Photo evidence of the incorrect item must be provided.
3. Order Never Arrived: Your package was not delivered within the estimated shipping timeframe and tracking confirms it as lost. Refunds for lost packages are issued only after the carrier investigation is complete.
4. Severe Allergic Reaction: You experienced a documented severe adverse skin reaction upon first use. A description of the reaction and, where possible, photographic evidence must be submitted within the 30-day window.
Non-Eligible Circumstances
The following circumstances do not qualify for a refund:
• Change of mind or buyer’s remorse after purchase.
• Dissatisfaction with results after full or partial use of the product.
• Incorrect shipping address provided by the customer.
• Refund requests submitted after the 30-day window.
• Products purchased through third-party retailers or unauthorized resellers.
• Failure to follow recommended usage instructions.
How to Request a Refund
To submit a refund request, please follow the steps below:
1. Step 1 — Contact Us: Send an email to pilicecommerce@hotmail.com within 30 days of your purchase date.
2. Step 2 — Subject Line: Use the subject line: “Refund Request — Order #[Your Order Number]”
3. Step 3 — Include the Following: Your full name, order number, purchase date, reason for your refund request, and any supporting photo evidence if applicable.
4. Step 4 — Wait for Review: Our team will review your request within 3–5 business days and respond via email with our decision.
5. Step 5 — Refund Processing: If approved, refunds will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider.
Refund Processing Time
Once a refund is approved, please allow the following processing times:
• Credit/Debit Card: 5–10 business days
• PayPal: 3–5 business days
• Shop Pay / Afterpay: Up to 10 business days
Please note that processing times may vary depending on your financial institution. Drealy is not responsible for delays caused by banks or payment processors.
Contact Us
If you have any questions about this refund policy or your order, our customer support team is happy to help.
Website: drealy.com
Email: pilicecommerce@hotmail.com
Response Time: Within 24–48 hours on business days
Drealy reserves the right to update or modify this policy at any time. The most current version will always be available at drealy.com.