Returns & Refunds

Effective date: 9 September 2026

DearDew — Canadian online beauty retailer
17 Dunraven Ave, St. Catharines, ON L2M 6A6, Canada
Email: contact@deardew.com
Phone: +1 (905) 935-4827
Support: Monday–Friday, 9:00 AM–5:00 PM ET

1. Your rights

Nothing in this policy limits mandatory consumer rights, legal guarantees or remedies under the laws that apply to your purchase, including protections in your country of residence where applicable. If a mandatory rule provides greater protection, that rule takes priority.

2. Our 14-day return window

For a change of mind, notify us at contact@deardew.com within 14 days after delivery and send the item back within 14 days after notifying us. Include your order number or another proof of purchase and the items you wish to return. For our voluntary return offer, products must be unused, in their original packaging and with seals intact. Mandatory rights may allow reasonable inspection or a longer claim period.

3. Beauty products and hygiene

Sealed products that are unsuitable for return for genuine health protection or hygiene reasons cannot be returned for a change of mind once unsealed, where this exception is permitted by law. This may apply to cosmetics and personal-care products with a hygiene seal. It does not exclude claims for defective, damaged, unsafe, incorrect or misdescribed goods. A sale or discount does not remove statutory rights.

4. UK and EU/EEA consumers

Where distance-selling withdrawal rights apply, you may cancel without giving a reason within 14 days of receiving the goods, subject to legal exceptions. You then have 14 days to return them. For a single order delivered in separate lots, the statutory period generally starts when the last lot arrives. An unequivocal cancellation notice is sufficient; our approval is not required to exercise a statutory right.

For a full-order statutory withdrawal, we refund the standard outbound delivery charge; an optional premium delivery supplement need not be refunded. You pay direct return postage if disclosed before purchase. Refunds are due within 14 days of cancellation notice, but may be withheld until we receive the goods or evidence of their return, whichever occurs first, where permitted. Deductions for reduced value are limited to handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, as allowed by law. The sealed hygiene exception above may apply.

5. How and where to return

Email contact@deardew.com for return instructions. Our return address is DearDew, 17 Dunraven Ave, St. Catharines, ON L2M 6A6, Canada. Do not use an overseas supplier address printed on the original parcel. An alternative return location will only be used by agreement and will not reduce your statutory rights. Contacting us for practical instructions does not make a valid statutory cancellation dependent on prior approval.

For change-of-mind returns, the buyer pays return postage, including international postage to Canada. Use a suitable service and retain proof of dispatch. Ask the carrier about restrictions before returning liquids or fragrances. We do not charge a restocking fee.

6. Damaged, defective or incorrect items

Please contact us promptly with your order details and a description of the issue. Photos can help where available. The 14-day change-of-mind window does not restrict longer statutory claims. We will arrange the applicable remedy, which may include replacement or refund, and cover reasonable necessary return costs when the issue is our responsibility or the law requires it.

7. Refunds

We assess returned items and confirm the outcome by email. Approved refunds are issued to the original payment method, unless another method is agreed without additional cost to you. Our usual processing target is 5–10 business days, subject to any shorter legal deadline. Your payment provider may take additional time to post the credit. Store credit is optional and does not replace a legally required monetary refund without your agreement.

Outside mandatory withdrawal or fault-related refunds, the original shipping charge is not refunded for a change of mind. Duties, taxes or brokerage paid directly to customs or a carrier are not funds held by DearDew; ask that authority or carrier about reclaiming them. We will refund taxes collected by us as required by law.

8. Cancellations, non-delivery and refused parcels

Contact us as soon as possible to cancel before dispatch. If the order cannot be stopped, return rights may still apply. For non-delivery or refused parcels, see our Shipping & Delivery policy. No blanket “no refund” rule applies to lost orders, unpaid customs charges or returned-to-sender parcels; statutory remedies and any legally permitted costs will be assessed for the circumstances.

9. Optional cancellation form

You may use this form or send any clear cancellation statement to contact@deardew.com or our Canadian address:

To DearDew: I hereby give notice that I cancel my contract for the following goods: [items].
Order number: [number]. Ordered on / received on: [dates].
Customer name and address: [details].
Date: [date]. Signature: [only if submitted on paper].