Return and Refund Policy

Defenni's 90-Day 100% Money-Back Guarantee

At Defenni, your satisfaction is our top priority. That's why we proudly offer a 90-day satisfaction guarantee on all Defenni products. If, within 90 days of receiving your order, you are not satisfied with the product or the results, you may return it for a full refund.

To ensure fair application of the return policy, we suggest users follow the recommended usage stated in the manual for at least one month before submitting a return request. After about a month, you should see noticeable results. We also recommend extending your personal trial period to the full 90 days, as individual results may vary. If the period of use is less than one month or the recommended usage stated in the manual is not followed, the return policy is considered void.

Please note that our products may not be effective for every individual, depending on their specific condition. Therefore, we recommend consulting with a healthcare professional before purchasing if you have any concerns. If you have any questions about our products or the return process, please contact our customer service team at support@defenni.com.

Return and Refund Process

To request a return and receive a refund, please follow the steps below and provide all necessary information.

  1. Pre-Approval: Returns must be pre-approved for consideration of a refund or exchange. Items returned without prior approval may not be accepted, and you may be responsible for any associated shipping costs.

  2. Condition: The device you wish to return must be in the same condition as when you received it, including the original packaging. Failure to meet these conditions may result in additional expenses or make it impossible to return the product altogether.

  3. Timing: The return request must be made within 90 days from the date of purchase.

  4. Information Required:

    • Your order number.
    • A valid reason for your return or exchange.
    • The quantity of products you intend to return.
    • For exchanges, the desired color and model.
    • Clear photos of the product(s) to enable us to assess their condition, including the original packaging if available. If the original packaging is not available, please mention this in your email or form description for further assessment.

Non-Acceptable Return Conditions

  1. Any product not purchased from defenni.com.
  2. Missing or damaged original product, accessories, manuals, cables, or other included items.
  3. Any product that exhibits physical damage or obvious misuse by the user.
  4. Any product that appears stained (scratches, food or oil stains, etc.)
  5. Orders that exceed 90 days from the date of reception.

Return Steps

  1. Contact Us: Fill out the return form or contact us via email at support@defenni.com. After approval, we will send you a printable shipping label that includes our return address and basic information about your returned order.

  2. Attach the Return Label: Pack your return item(s) properly into the original box, and affix the provided return label to the outside of the box.

  3. Send Back the Package: Mail the item(s) back to us using your local post office. Due to the high value of the product, we strongly recommend personally handing the package to a post office employee for acceptance. Defenni is not responsible for any lost packages, and refunds will not be processed in such cases. If you need expedited handling of your returned parcels, please contact us and provide the tracking number for your shipment.

  4. Notification Upon Receipt: We will process your return within 1-3 business days upon receipt of the package.

  5. Refund Process: Your refund will be issued to your original payment method as soon as we confirm that your package meets the return standards. Please allow 10-15 business days for the refund to reflect in your bank account (processing time may vary depending on your bank).

Defective Products

Defenni's products undergo thorough inspection before reaching our customers to ensure the highest quality. However, there may still be instances where products are damaged during transportation or other unforeseen circumstances. If you receive a damaged product, please refrain from using it and promptly take a photo for evidence. Send the photo to our customer service representatives, who will promptly arrange for a replacement shipment. Additionally, kindly return the damaged product to help us identify and rectify the issue to prevent any recurrence.

Order Cancellation

To cancel your order, please reach out to our customer support representative at support@defenni.com.

  • Free cancellation is applicable for products that have not been shipped.
  • For products that have already been shipped and received, and are in their original packaging, our customer support representative will provide you with the return address.
  • Cancellations filed after delivery will be treated as a returned product case, and the return policy will be applied in this scenario.

Price Match

A price match adjustment may occur if a customer purchases a product and later finds that the price has been reduced for the same product. We will consider offering a price match under the following conditions:

  • Price adjustments are eligible only for lower prices that occur within 7 days from the date of your original order delivery.
  • Clearance and Final Sale products are not eligible for price match adjustments.
  • If we approve the adjustment, the price difference will be refunded to the original payment method within 7 to 10 business days.

Refunds

After we receive the returned product in good condition, the order amount will be refunded to your original payment method within 10-15 business days.

Late or Missing Refunds: If you haven’t received a refund yet, please first check your bank account. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often a processing delay before a refund is posted. If you have completed these steps and still have not received your refund, please contact us.

For any further questions or assistance, please contact our customer service team at support@defenni.com.

Thank you for choosing Defenni!