Refund policy
Return & Refund Policy — DELSER (USA)
Last updated: 2026
Business / Store Name: Delser Group LLC
Website: www.delser.us
Email: info@delser.us
Phone / WhatsApp: +1 (510) 418-5336
Address: 1514 Broadway, Alameda, California 94501, United States
At DELSER (USA), we aim to provide a clear and safe shopping experience. Please read this policy carefully before purchasing. This policy applies only to purchases made on www.delser.us.
1) Currency (USD) + Shipping / Export Costs
All prices, refunds, shipping fees, handling fees, and export-related costs are calculated and displayed in U.S. Dollars (USD).
Shipping, handling, and export costs are non-refundable, except when the issue is our error or the product arrives damaged/defective (see Section 6).
For international orders: taxes, duties, customs fees, and destination-country charges are not controlled by DELSER and are generally non-refundable.
2) Return Request Window (7 Days)
We accept return/refund requests within 7 calendar days from the delivery date.
To start a request, email info@delser.us with:
Order number
Full name
Reason for the request
Clear photos (required if the item arrived damaged/defective or the wrong item was sent)
Important: If you contact us after the 7-day window, we may be unable to approve a return/refund, except in special cases at DELSER’s discretion.
3) Eligibility Requirements
Due to hygiene and safety (cosmetic and personal care products), to be eligible:
The product must be unused, unopened, with any seal intact (if applicable), and in its original packaging.
The return must include any accessories, promotional gifts, or samples originally included (if applicable).
We do not accept returns for:
Products that are opened, used, have broken seals, or show signs of tampering (except when damage/defect is verifiable).
Gift cards.
Items marked Final Sale.
Products damaged due to customer handling (e.g., spills, improper storage, extreme heat exposure, product contamination, etc.).
4) No Refunds for Expected Results, Misuse, or Personal Preference
Because hair-care/cosmetic results vary from person to person:
We do not guarantee identical results for all customers. Results depend on individual factors (hair type, porosity, chemical history, routine, consistency, scalp condition, etc.).
We do not issue refunds for:
“It didn’t work as I expected”
Lack of consistent use
Incorrect use (applying more/less than recommended, combining with incompatible products, etc.)
Reactions related to individual allergies/sensitivities when patch testing was not performed (see Section 5)
If you need help using the product correctly, contact us—our team will gladly guide you.
5) Safety, Allergies & Recommendations
We recommend performing a patch test before first use.
If irritation occurs, discontinue use and consult a healthcare professional.
In the event of an adverse reaction, we may request additional information to evaluate the case.
6) Damaged, Defective, or Incorrect Items (Priority Handling)
If your order arrives damaged, defective, or you received the wrong item:
Contact us within 48 hours of delivery.
Include photos of the product, outer packaging, inner packaging, and shipping label.
In these cases, DELSER may offer (as applicable):
A free replacement, or
A full refund (including paid shipping), or
Shipment of the correct item at no additional cost
Note: If the carrier marks a package as “delivered” but you did not receive it, we will review the case and may request additional evidence and/or open a claim with the carrier. Resolution depends on the carrier’s investigation outcome.
7) Return Process
1. Email info@delser.us to request return authorization.
2. If approved, we will provide instructions and the return address.
3. Once received, we will inspect the item and notify you of approval or rejection.
Do not send items back without authorization, as it may delay or prevent your refund.
8) Return Shipping Costs
If the return is due to customer preference (e.g., “I changed my mind,” “I ordered the wrong item”), the return shipping cost is the customer’s responsibility.
If DELSER provides a return label, its cost may be deducted from the refund. The amount will be disclosed in USD before the label is issued.
If the reason is our error or a damaged/defective item, DELSER will cover return shipping or provide an equivalent resolution as appropriate.
9) Refunds
If your return is approved:
Refunds are issued to the original payment method.
Refunds are typically processed within 10 business days after we receive and inspect the returned item.
Your bank/payment provider may take additional time to post the credit.
Partial refunds may apply (or the refund may be denied) if:
The item does not meet eligibility requirements (opened/used)
Packaging, contents, or included gifts/samples are missing
The item is damaged for reasons not attributable to DELSER or the carrier
10) Exchanges
For hygiene reasons, most exchanges are handled as an approved return + new purchase (to ensure inventory and correct shipping details).
If the exchange is due to our error, we will handle it as a replacement at no cost.
11) Order Cancellations
If your order has not been processed or shipped, we will attempt to cancel it if you contact us in time.
If the order has already shipped, the return process in this policy applies.
If you refuse delivery, a refund may be issued minus shipping/return costs, when applicable.
12) Unusual Activity, Fraud, or Chargebacks
To protect both our customers and DELSER:
We reserve the right to request additional verification for high-risk orders.
If a chargeback is filed without contacting us first, we may pause resolution efforts until the payment provider completes its review.
13) Contact
Questions about returns or refunds?
Delser Group LLC
1514 Broadway, Alameda, CA 94501, United States
Email: info@delser.us
Phone/WhatsApp: +1 (510) 418-5336
Website: www.delser.us