Returns, refunds & cancellations

Policy scope

This policy covers physical products purchased directly from dblucky.com by adult customers in the United States and Australia. The voluntary 30-day period starts on the date the product is delivered to you. Mandatory consumer rights take priority and may apply beyond 30 days.

30-day unopened returns and exchanges

You may request a return or exchange within 30 calendar days of delivery if the product remains unopened, unused and in its original sealed product packaging. Contact support within that period with proof of purchase. Opening the outer shipping parcel alone does not constitute using the product; keep the product’s hygiene packaging sealed.

Because this is a personal-care product, opened or used products are not eligible for a change-of-mind return or exchange. This hygiene restriction does not exclude remedies for a fault, incorrect delivery or misdescription where applicable law requires them.

Free replacement for a quality fault within 30 days

If a confirmed product quality fault causes the device to fail within 30 calendar days of delivery, we will provide a new replacement free of charge, including replacement shipping. Contact support with the order reference and a description of the failure. Damage caused solely by misuse is not covered by this voluntary replacement offer.

This offer is additional to statutory rights. It does not require you to accept a replacement instead of a refund where the law gives you that choice, and it does not end applicable rights after 30 days.

How to request help

1. Email support@dblucky.com with your order reference, delivery date, proof of purchase and requested return, exchange or remedy.
2. For a product problem, describe the fault and provide relevant photographs or an unboxing video where available. Stop using a faulty or unsafe product.
3. We will assess the request and confirm the remedy, return destination, shipping arrangements and any inspection requirements in writing.
4. Follow the agreed instructions before sending anything. The registered business address is not an automatic return destination.

Evidence and privacy

An unboxing video can help assess a delivery issue, but is not the only acceptable evidence. Missing video or original packaging does not by itself remove a statutory remedy. Record only the parcel and product. Never send intimate footage, the product in personal use, identity documents or payment-card details. Contact support for large-file arrangements.

Return shipping and inspection

For a confirmed quality fault, we will arrange or cover reasonable necessary return shipping where a return is needed. We will explain the arrangement before you ship. Do not incur unusual shipping charges without contacting us.

Before buying, contact support to confirm responsibility for return postage and treatment of the original shipping charge for a voluntary unopened return. We will not impose an undisclosed charge after purchase or reduce a mandatory remedy.

Refund amount and method

An eligible full product refund is based on the price actually paid for that product. Any required refund of shipping, taxes or other charges will be included in accordance with the purchase terms and applicable law. A partial-order refund covers the affected item and other amounts required by law. Any voluntary partial settlement must be explained and agreed; it cannot replace a mandatory full refund.

Approved refunds are returned to the original payment method whenever possible. If it cannot receive a refund, we will agree a lawful alternative securely. We do not require another payment to release a refund or impose store credit instead of a refund required by law.

Refund processing time

Approved refunds are initiated within 48 hours of approval. We will notify you when the refund is submitted. The time for funds to appear in your account depends on your payment provider, card issuer or bank and may be longer.

Where a return is required, we will explain the inspection and approval steps. The 48-hour processing period begins when the refund is approved. The 30-day return-request window is measured separately from delivery. Any shorter deadline required by applicable law takes priority.

Cancellation requests

Email support as soon as possible with the order reference to request cancellation before dispatch. We will check the dispatch status and confirm the result in writing. If cancellation of the entire unshipped order is confirmed, the refund includes the product payment and shipping paid for goods not dispatched. After dispatch, the return policy applies, together with any rights to cancel for delay, non-delivery or another legally protected reason.

If we cannot supply an order and cancel it, we will refund the payments due for that cancelled order.

Email: support@dblucky.com
Telephone: +86 17817725217

Limitations and responsibility

Hygiene restrictions apply to voluntary change-of-mind returns, not mandatory consumer remedies. We do not exclude liability or consumer guarantees that cannot lawfully be excluded, restrict payment disputes, or require a video as the sole evidence for a statutory claim.

Australia and United States consumer rights

Where the Australian Consumer Law applies, a major failure may entitle you to choose a refund or replacement and to compensation for reasonably foreseeable loss. A minor failure requires an appropriate remedy within a reasonable time, with further rights if unresolved. Opening the product does not remove these guarantees.

Applicable US federal and state rights for faulty, damaged, incorrect, misdescribed or undelivered goods also remain available. The voluntary 30-day policy does not shorten a statutory claim period. See our consumer information.

Policy changes and notice

Updates will be dated on this page. The policy in effect when you place an order applies to that order, subject to applicable law. Material changes affecting an existing order will be communicated directly where required; later changes cannot retroactively remove an existing entitlement.

Disputes and applicable law

These website terms are governed by the laws of the People’s Republic of China applicable in mainland China, where the operator is registered, to the extent permitted by applicable law. Mandatory conflict-of-laws rules and non-excludable consumer protections take priority, including applicable rights in the United States and Australia. This clause does not deprive a consumer of protections or access to courts required by the law that applies to their transaction.

Contact support with the issue and remedy requested. You may also approach the relevant payment provider, consumer authority or competent court. For purchases from another retailer, contact that retailer with its order information.

Email: support@dblucky.com
Telephone: +86 17817725217