Refund policy

At DC Envíos, operated by DC Envios LLC ("we," "us," "the Company"), a company registered in the State of Florida, USA, we want your shopping experience to be safe and satisfying. Due to the nature of our products, the following policy applies:

Opened or used products

For hygiene and health safety reasons, we do not accept returns or exchanges on products that have been opened, used, or removed from their original sealed packaging. This policy applies to our entire intimate wellness catalog, without exception, and protects both your health and that of future customers.

Unopened products

If the product remains in its original, sealed, unused packaging, you may request a return within 7 days of the delivery date. The product must be in the same condition in which it was received. Return shipping costs are the customer's responsibility, unless the return is due to our error.

Defective or damaged products

If your product arrives defective or damaged, you have a 7 to 14 days window from delivery to request a replacement or refund. To process your request, we need:

• Clear photos or video showing the defect or damage
• Order number 
• Description of the issue

Once this evidence is received and validated, we will process the replacement or refund within 5–7 business days.

Shipping damage

If the package arrives visibly damaged, document the condition of the package (photos of the exterior and interior) before fully opening it, and contact us within the first 48 hours of receipt.

How to request a return or replacement

Email us at support@dcenvios.com with your order number and the corresponding evidence. Our team will respond within 3–5 business days.

Refunds

Approved refunds are processed to the original payment method within 5–10 business days of approval.