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Returns Policy

Updated March 31, 2026

To request a partial or full refund, the CUSTOMER must contact the Customer Service team at contacto@dlived.com within 24 hours of the order approval date. Cancellations will only be accepted for complete orders before delivery.

When requesting a cancellation and return, the CUSTOMER is obligated to inform the recipient of the purchase so they do not accept the products. If a cancellation request is made and the recipient has already received the products, they must return them in their original, sealed packaging and in perfect condition, just as received. Otherwise, the return will not be processed.

The CUSTOMER will be refunded within 72 hours of DLIVED receiving the returned products. DLIVED will issue the refund using the same payment method the CUSTOMER used for the purchase. The CUSTOMER will not pay any fees for this refund. Likewise, when a refund is due, the amount will be reimbursed to the CUSTOMER in the same currency used for the original payment. The exchange rate charged by the card issuer will be applied to this amount, if applicable. “DLIVED” will not be responsible for any difference in the amount refunded.

“DLIVED” reserves the right to refuse or cancel your order at any time for certain reasons, including but not limited to the following:

  • Product availability.
  • Errors in product descriptions or prices.
  • Errors in your order.

The CUSTOMER will not have the right to cancel a delivery order for the following products:

  • Products customized or made to your specifications.
  • Products whose nature prevents return, deteriorate rapidly, or are already expired.
  • Products unsuitable for return for health or hygiene reasons and that were not sealed upon receipt.
  • Products whose nature, after delivery, was inseparably mixed with other products.
  • Products obtained through raffles, contests, or promotions: Products delivered to the CUSTOMER as a result of raffles, contests, promotional activities, or any other free or subsidized activity are not eligible for a monetary refund under any circumstances, as they do not constitute a purchase. If the received product is damaged, defective, or deficient, the CUSTOMER may request an exchange only for another product with similar characteristics. If the originally awarded product is not available in stock, DLIVED reserves the right to substitute it with the product(s) it deems most suitable, without this giving rise to any right to financial compensation.
Product Guarantee

Products will be considered to conform to the contract if they match the description provided by “DLIVED” and possess the qualities presented on this website, are suitable for the purposes for which products of the same type are normally used, and offer the usual quality and benefits that can reasonably be expected of a product of the same type. In this regard, if any product does not conform to the contract, you must notify “DLIVED” through any of the communication channels provided for this purpose.

All products sold on the website are covered by the legal guarantee of conformity and the guarantee against hidden defects (in accordance with applicable regulations), which allows the CUSTOMER to return products at no cost and to have their account charged for any defective or non-conforming products delivered.

Warranty Exclusions

Products modified, repaired, integrated, or added by the CUSTOMER are excluded from the warranty. The warranty does not cover apparent defects. The warranty does not apply to products damaged due to misuse.

Consequences of warranty enforcement

Within the framework of the statutory warranty of conformity, “DLIVED” undertakes, at the CLIENT's option:

  • Replace the product with an identical one, subject to availability.
  • Refund the product price if a replacement is not possible.