Return & Refund Policy
RETURN & REFUND POLICY
At DEPATERRASE, we select practical home, household, and everyday products with the goal of making daily routines easier and more enjoyable.
We understand that a purchase may occasionally not be the right fit. When an eligible item needs to be returned, our customer support team is available to guide you through the process in accordance with the terms below.
1. 30-Day Return Window
Eligible purchases may be submitted for return within 30 days after the date the order is delivered to you.
To qualify for a return, the merchandise must meet the following requirements:
- The product must remain unused and in the condition in which it arrived.
- Original packaging, product tags, included accessories, and other accompanying materials must be returned with the item.
- A valid receipt, order confirmation, or other acceptable proof of purchase must be available.
Products that do not satisfy these conditions may not qualify for return.
2. Requesting a Return
Before sending any merchandise back, please submit a return request to our customer service team:
Email: support@depaterrase.com
After reviewing your request, we will let you know whether the return has been authorized.
For an approved return, we will provide:
- An applicable return shipping label; and
- Instructions explaining where and how the merchandise should be returned.
Please do not ship an item back before receiving authorization from us.
Packages returned independently or without prior approval will not be accepted under this policy.
3. Damaged, Defective, or Incorrect Products
We recommend checking your merchandise shortly after delivery.
If your order arrives damaged, contains a defective product, or includes an item different from what you ordered, please contact us promptly at:
Our support team will review the circumstances and available information so that we can determine an appropriate resolution as quickly as reasonably possible.
4. Items That Cannot Be Returned
Certain types of merchandise are excluded from our standard return program.
Unless otherwise required by applicable law, returns are not accepted for:
- Customized or personalized merchandise;
- Personal-care or hygiene-related products;
- Sale or clearance merchandise; or
- Gift cards.
The original shipping charge paid at checkout is also non-refundable.
If you are uncertain whether your purchase falls within one of these categories, please contact our support team before attempting to return the product.
5. Exchanges
DEPATERRASE does not currently process direct product exchanges.
If you would like another item, size, version, or replacement product, the recommended process is to:
- Request authorization to return the original eligible item; and
- Submit a separate new order for the product you would like to receive.
Handling the transactions separately allows the new purchase to move through fulfillment without waiting for the original return to complete.
6. European Union Orders — 14-Day Cancellation Right
For qualifying orders delivered within the European Union, customers have the right to cancel or return their purchase within 14 days, without needing to provide a reason, subject to applicable legal requirements.
To qualify, returned merchandise must:
- Remain unused and in its original condition;
- Include its original packaging and tags; and
- Be accompanied by acceptable proof of purchase.
Nothing in this section is intended to limit mandatory consumer rights provided under applicable European Union law.
7. Refund Processing
After an authorized return reaches the applicable return facility, the merchandise will be inspected.
We will then notify you whether the refund request has been approved or declined.
When approved, the applicable refund will be submitted to the original payment method within 10 business days.
Please keep in mind that your bank, credit-card issuer, or payment provider may require additional time to post the refunded amount after we have initiated it.
If more than 15 business days have passed since your refund was approved and the funds have not appeared, please contact:
Our customer support team will assist you in reviewing the refund status.
8. Order Cancellations, Refused Shipments & Payment Disputes
If you want to cancel an order, request a refund, or address another payment-related concern, please contact us as soon as possible at:
We encourage customers to contact DEPATERRASE before opening a chargeback or payment dispute with their bank or card issuer.
Starting a chargeback before contacting us may make the investigation and resolution process take longer.
Our goal is to review legitimate order and payment concerns directly and work toward a fair and efficient resolution.
9. Delayed or Missing Refunds
If an approved refund has not yet appeared in your account, we recommend taking the following steps:
- Review your bank or payment account again to confirm that the refund has not already posted.
- Contact your credit-card provider, as refunded transactions may require additional posting time.
- Check with your bank or financial institution to determine whether the refund is still being processed.
If you have completed these steps and the refund remains unavailable, please contact us at:
We will provide reasonable assistance in reviewing the status of the transaction.
10. Return Location & Customer Assistance
Return merchandise should not automatically be sent to the corporate business address shown on the DEPATERRASE website.
Our return facility may vary according to the customer's location, product, order, or applicable fulfillment arrangement.
Before shipping any return, contact our customer support team so we can provide the appropriate authorized return warehouse address and return instructions for your order.
Email: support@depaterrase.com
Phone / SMS: (224) 802-3460
Typical Response Time: We aim to respond to customer inquiries within 24–48 hours.
Please wait until you have received the applicable return instructions before mailing your merchandise. Unauthorized returns or merchandise sent to an incorrect location may not be accepted.
Business Information
Brand: DEPATERRASE
Operating Company: HONGKONG PROPEROUS LIMITED
Business Address:
ROOM 70, 7/F, WOON LEE COMMERCIAL BUILDING
7-9 AUSTIN AVE
TSIM SHA TSUI, HONG KONG
Customer Support: support@depaterrase.com
Phone / SMS: (224) 802-3460