Return & Refund Policy
Last updated: October 1, 2026
15-day returns
DOZELIO offers a 15-day voluntary return policy for orders delivered to the United States. You have 15 calendar days from the date you receive your order to request a change-of-mind return. This policy supplements, and does not restrict, any mandatory consumer rights.
Return conditions
For a voluntary change-of-mind return, the item must be unused, unwashed, in the same condition as received, and in its original packaging, with all included components. Please provide your order number or other proof of purchase. These conditions do not prevent claims for items that arrived damaged, defective or incorrect.
How to start a return
Email lucytraveler1@gmail.com with your order number and the items you wish to return. Please request authorization before sending a voluntary return so we can identify the order and provide instructions. Prior authorization is not a condition for exercising any mandatory statutory right.
Return address:
DOZELIO Returns
Calle Océano Índico 3
29130 Alhaurín de la Torre, Málaga
Spain
Please note: returns from the United States are sent to Spain. Check the international return postage cost before sending a change-of-mind return. We recommend keeping a tracked shipping receipt.
Return shipping and original delivery charges
For voluntary change-of-mind returns, you pay the return postage and original delivery charges are non-refundable, except where applicable law requires otherwise. We do not charge a restocking fee.
If an item arrived damaged, defective or incorrect, DOZELIO covers reasonable necessary return shipping costs. Contact us first to arrange a prepaid label or an agreed reimbursement method. An approved full refund for such an issue includes the price paid for the affected item and its original delivery charges; a full affected-order refund includes the original delivery charge for that order.
Damaged, defective or incorrect deliveries: 30-day coverage
Please inspect your order on arrival and, where possible, tell us about visible damage or an incorrect item within 48 hours so we can help promptly. The 48-hour request is not a cutoff for your rights. Our 30-day damaged or defective delivery coverage allows you to report these issues within 30 calendar days of delivery. You may have additional or longer rights under applicable law.
Send your order number, a description of the issue and clear photos where reasonably possible. Once the issue is confirmed, we will offer a replacement at no additional cost or a full refund for the affected item. A replacement is subject to your agreement and availability. This coverage concerns problems present on arrival; it is not an unrestricted 30-day product trial.
Items excluded from voluntary returns
Used, washed or customer-damaged items are not eligible for change-of-mind returns. Gift cards and sale or clearance items expressly identified as final sale before purchase are excluded from voluntary returns. A discount alone does not make an item final sale. We do not treat every travel accessory as automatically non-returnable for hygiene reasons. None of these exclusions prevents a valid claim for defective, damaged, incorrect or misdescribed goods or overrides mandatory law.
Refund processing
After we receive and inspect a returned item, we will notify you of the decision and explain any refusal. Approved refunds are processed within 5–10 business days to the original payment method. If a return is not required for a confirmed issue, this period starts when we approve the refund. A shorter mandatory legal deadline takes priority. Your bank or payment provider may need additional time to show the credit. Contact us if a confirmed refund has not arrived.
Cancellations and undelivered orders
Contact us promptly to request cancellation or an address correction. We will confirm whether fulfillment can still be stopped. If your order is missing or tracking shows a delivery problem, contact us so we can investigate with the carrier and arrange the remedy required by applicable law. Return-condition exclusions do not apply to goods you never received.
Mandatory consumer rights
This policy is intended for our United States customers. It does not waive any non-excludable rights in your jurisdiction. If an order is covered by EU/EEA statutory withdrawal rules, the following rights apply regardless of the voluntary-return conditions above.
You may notify us of withdrawal within 14 days of delivery without giving a reason and return the goods within 14 days after that notice. A clear email stating your decision is sufficient; prior authorization is not required. We refund payments including the least expensive standard outbound delivery offered, subject to applicable law. Refunds are due within 14 days of your notice, but may be withheld until we receive the goods or evidence of their return, whichever occurs first, where legally permitted. You bear direct return postage if this was disclosed before purchase. Handling needed to establish the nature, characteristics and functioning of goods does not automatically remove withdrawal rights; any lawful deduction must relate to diminished value from excess handling. Original packaging is not an absolute requirement for statutory withdrawal. Hygiene exclusions apply only where the legal requirements for sealed goods unsuitable for return for genuine health or hygiene reasons are met.
Optional withdrawal notice: “I hereby withdraw from my purchase of [items], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].” Send to the email or postal return address above. Statutory remedies for faulty goods remain separate.