Refund policy

Return & Refund Policy

Article 1 – Purpose

This Return and Refund Policy defines the conditions under which customers may return, exchange or obtain a refund for products purchased from Diatomite, in accordance with applicable consumer protection laws.

Article 2 – Right to Cancel (Cooling-Off Period)

You have the right to cancel your order within 14 calendar days from the day you receive your goods, without giving any reason.

To exercise this right, you must notify us by email at contact@diatomite.store or via the contact form on our website.
You will then receive a return form which must be completed and included in the return parcel.

Returned products must be:

  • unused

  • unwashed

  • in their original condition

  • with original packaging and labels

We reserve the right to refuse any return that does not meet these conditions.

Article 3 – Return Conditions

You must notify us of your intention to return within 14 days of delivery.

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
Original delivery fees are not refundable.

Your return package must include:

  • your order number (e.g. LS1122)

  • the list of returned items

  • your request: refund, exchange or store credit

Returns sent without prior approval may be rejected.

Article 4 – Inspection of Returned Goods

All returned products are inspected upon receipt.
Items that are damaged, used, washed, incomplete or missing labels will not be accepted and may be sent back to the customer at their expense.

If the return is accepted, a refund, exchange or store credit will be issued according to your request.

Article 5 – Processing Fee & Refunds

For accepted non-faulty returns, a $5 fixed handling fee will be deducted from the refunded amount.
This fee covers the real operational costs of:

  • administrative processing

  • return label generation

  • reverse logistics

  • quality control

  • reconditioning

  • restocking

This fee is not a penalty and does not apply when:

  • the product is defective

  • the wrong item was sent

The remaining balance will be refunded using the original payment method within 10 working days after the return is approved.

Original and return shipping costs remain the responsibility of the customer unless the return is due to a seller error or a defective product.

Article 6 – Faulty or Incorrect Products

If you receive a defective or incorrect item, you must notify us within 48 hours of delivery by emailing contact@diatomite.store, including photos and a description of the issue.

After verification, you will be entitled to:

  • a full refund

  • a replacement (subject to availability)

  • or store credit

Return shipping costs in this case will be covered by the seller, subject to prior approval.

Article 7 – Custom-Made and Made-to-Measure Products

Products made to order, custom-cut or personalised cannot be cancelled or returned, except in the case of a manufacturing defect.

For cut-to-size products, a tolerance of ±4 cm applies.
Any variation within this margin is considered compliant and not eligible for refund or replacement.

Article 8 – Warranty

All products are covered by the statutory rights under applicable consumer protection laws.

We also provide a 10-year commercial warranty covering manufacturing defects only.
This warranty does not cover:

  • normal wear and tear

  • fading

  • loss of grip

  • moisture damage

  • misuse or improper care

Article 9 – Payment Processing Time

Refunds are processed within 10 working days after the return has been approved.
Bank processing times depend on your payment provider and are outside our control.

Article 10 – Returns Contact

All return or complaint requests must be sent to:

Diatomite Returns Department
📧 contact@diatomite.store

No cash-on-delivery returns are accepted.
Returns sent without prior authorisation will not be processed.