Política de reembolso

Dawn / Dusk 

Effective Date: January 1, 2025  ·  Last Revised: June 1, 2025

Dawn / Dusk is committed to delivering thoughtfully curated products backed by dependable service. We want every order to feel considered and seamless. In the event that a purchase does not meet your expectations, this Refund Policy sets out your options and our obligations clearly and in full.

Section 1 — Definitions

For the purposes of this Refund Policy, the following definitions apply:

Order

A request submitted by you to purchase one or more Products through the Services.

Shipped Order

An Order for which a shipment has been dispatched and a tracking number has been issued.

Unshipped Order

An Order that has been placed and payment collected, but for which no shipment has yet been dispatched.

Final Sale Item

A Product designated as “Final Sale” at the time of purchase, explicitly marked as such on the product page and at checkout.

Subscription or Membership

The Dawn or Dusk Club recurring subscription program, as described in our Terms of Service.

Section 2 — Standard Refund Window

You may request a refund for an Unshipped Order within thirty (30) calendar days of the date on which your Order was placed. To be eligible for a refund under this section, all of the following conditions must be satisfied at the time your request is received:

(a)  Your Order must not yet have been dispatched (i.e., no tracking number has been issued);

(b)  Your request must be submitted within thirty (30) calendar days of the original Order date; and

(c)  The item must not be a Final Sale Item, a Subscription fee, or another non-refundable charge listed in Section 4.

 

Once an Order has been dispatched, it is in transit and cannot be canceled, redirected, or recalled. Shipped Orders are not eligible for refund under this section, subject to the specific exceptions set out in Sections 5 and 6 below.

Approved refunds will be issued to the original payment method used at checkout. Please allow five (5) to ten (10) business days for the credit to appear on your statement, depending on your financial institution.

 

Section 3 — How to Request a Refund

To submit a refund request, please contact our support team using any of the methods listed in Section 12. All refund requests must include the following information to be processed:

1.     Your full name as it appears on the Order;

2.     Your Order number or order confirmation number;

3.     The email address used to place the Order;

4.     A description of the reason for your refund request; and

5.     Where applicable, photographic evidence of any defect, damage, or discrepancy (see Section 5).

 

Incomplete requests may result in delays. We aim to respond to all refund inquiries within two (2) to three (3) business days of receipt. Submitting a refund request does not guarantee that a refund will be approved; all requests are subject to verification and the eligibility conditions set out in this policy.

Section 4 — Non-Refundable Items and Charges

The following items and charges are non-refundable under all circumstances, except where explicitly required by applicable law:

 

Final Sale Items

Products designated as “Final Sale” at the time of purchase are not eligible for return, exchange, or refund under any circumstances. This designation will be clearly indicated on the product page and at checkout. By completing the purchase of a Final Sale Item, you expressly acknowledge and accept that no refund or exchange will be available.

Shipping and Handling Fees

All shipping and handling fees charged at checkout are non-refundable, including in cases where an Order is partially refunded, returned, or canceled, unless the return or cancellation is solely due to a verified error on our part.

Subscription and Membership Fees

Fees paid in connection with a Dawn or Dusk Club Membership or any other subscription product are non-refundable once the applicable billing period has commenced, subject to the limited exception described in Section 7. This applies regardless of whether the Membership benefits were used during that period.

Expired Tracking and Stale Orders

If tracking information associated with your Order is more than ninety (90) days old and no delivery has been confirmed, reshipment and refunds will no longer be available. We strongly encourage you to contact us promptly if you believe your Order has been delayed or lost in transit.

Digital Products and Accessed Downloads

Any digital product, file, or download that has been accessed or downloaded after purchase is not eligible for refund.

Orders Canceled Outside the Refund Window

Refund requests submitted after the thirty (30) day window described in Section 2 will not be eligible for a refund, except in the circumstances described in Sections 5 and 6.

Section 5 — Defective, Damaged, or Incorrect Items

If you receive a Product that is defective, materially damaged in transit, or materially different from what you ordered, you may be entitled to a replacement or refund regardless of whether the Order has been shipped, subject to the conditions and procedure set out below.

Eligibility Conditions

To be eligible for a remedy under this section, all of the following must apply:

(a)  The defect, damage, or discrepancy must be reported to us within fourteen (14) calendar days of the confirmed delivery date;

(b)  The issue must be attributable to Dawn / Dusk (e.g., a manufacturing defect, packing error, or carrier damage where we arranged the shipment); and

(c)  You must provide the documentation set out below.

Required Documentation

Your request must include:

6.     Your Order number;

7.     A description of the defect, damage, or discrepancy;

8.     Clear photographic evidence showing the issue, including the packaging and the affected Product; and

9.     Confirmation of the delivery date.

Available Remedies

Where a claim under this section is verified and approved, we will, at our sole election:

(a)  Send a replacement of the affected Product at no additional cost to you; or

(b)  Issue a full or partial refund to your original payment method.

 

The Company’s determination as to whether a defect, damage, or discrepancy exists, and the appropriate remedy, shall be final and binding. We reserve the right to request additional information or evidence before making a determination.

Section 6 — Lost or Missing Orders

If your Order appears to be lost or missing in transit, please contact us as soon as possible using the details in Section 12. We will work with the relevant carrier to investigate the status of your shipment.

Investigation Process

Upon receiving your report of a lost or missing Order, we will:

10.  Initiate a trace or investigation with the applicable carrier;

11.  Keep you informed of the progress and outcome of that investigation; and

12.  Advise you of the available remedies once the investigation is complete.

Remedies for Confirmed Lost Orders

If a shipment is confirmed as lost by the carrier following investigation, we will, at our election, arrange a replacement shipment or issue a store credit or refund, depending on the circumstances. We are not liable for packages confirmed as delivered by the carrier to the address you provided at checkout.

Timing of Reports

Lost Order reports must be submitted no later than ninety (90) calendar days from the Order date. Reports submitted after this period will not be eligible for investigation or remedy. We strongly encourage you to monitor your tracking information and contact us promptly if a delivery is delayed beyond the estimated timeframe.

Incorrect Shipping Address

You are solely responsible for providing a complete and accurate shipping address at checkout. Dawn / Dusk is not liable for non-delivery, loss, or delay resulting from an incorrect or undeliverable address provided by you. We are unable to offer replacements or refunds in such circumstances.

Section 7 — Subscription Cancellations and Refunds

The following terms apply specifically to the Dawn or Dusk Club Membership and any other subscription products offered through the Services. These terms are supplemental to, and should be read together with, the subscription terms set out in our Terms of Service.

Cancellation

You may cancel your Subscription at any time by contacting us at hi@dawnordusk.com or by calling +1 (844) 561-1380, prior to the commencement of your next billing cycle. Cancellation requests submitted after a billing cycle has already commenced will take effect at the end of that billing period. Upon cancellation, your access to the Dawn or Dusk Club and its benefits will remain active until the end of the current billing cycle.

Refund Eligibility for Subscription Fees

Subscription fees are generally non-refundable once a billing cycle has commenced. However, cancellations made within the first two (2) billing cycles of a new Subscription may be reviewed for a partial refund on a case-by-case basis, at the Company’s sole discretion. To request such a review, contact us at hi@dawnordusk.com with your account details and the reason for your request.

No refunds will be issued for Subscription fees relating to billing cycles that commenced more than two (2) months prior to the date of your cancellation request. Subscription fees are non-transferable and may not be applied to other products or services.

Trial Period Cancellations

If you cancel your Membership during the three (3) day free trial period before it converts to a paid Subscription, no charge will be applied. If you fail to cancel before the trial period ends, your Membership will convert to a paid Subscription and the applicable fee will be charged. Please refer to our Terms of Service for full details of the trial period terms.

Fraudulent or Unauthorized Subscription Charges

If you believe your payment method was charged for a Subscription without your authorization, please contact us immediately at hi@dawnordusk.com. We will investigate the claim and, where an unauthorized charge is confirmed, arrange an appropriate remedy in accordance with applicable law.

Section 8 — Exchanges

We do not offer direct product exchanges at this time. If you wish to receive a different product, you should request a refund in accordance with the applicable section of this policy (where eligible) and place a new Order separately.

In circumstances where a defective or incorrect item is being replaced under Section 5, the Company may, at its discretion, arrange for the replacement item to be a different variant, color, or size of equivalent value if the original item is no longer available.

Section 9 — Refund Processing and Timelines

Approved Refunds

Refunds approved under this policy will be issued to the original payment method used at the time of purchase. We do not issue refunds in the form of cash or alternative payment methods unless required by applicable law.

Processing Time

Once a refund is approved and processed by us, please allow the following timeframes for the credit to appear:

•        Credit and debit cards:  Five (5) to ten (10) business days, depending on your card issuer.

•        Digital wallets and third-party payment processors:  Three (3) to seven (7) business days.

•        Buy now, pay later services:  Subject to the terms and processing timelines of the relevant provider.

 

Dawn / Dusk is not responsible for delays caused by your financial institution or payment provider once a refund has been initiated on our end. If you have not received your refund within fifteen (15) business days of our approval confirmation, please contact us.

Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund — for example, where only part of an Order is affected by a defect or discrepancy, or where a deduction is made for non-refundable charges such as shipping fees. We will clearly communicate the basis for any partial refund at the time of approval.

 

Section 10 — Disputes and Appeals

If you disagree with a decision made under this Refund Policy, you may request a review by contacting us at hi@dawnordusk.com with the subject line “Refund Appeal” and a clear explanation of the basis for your appeal. We will endeavor to review all appeals within five (5) business days.

Submitting an appeal does not guarantee a change in outcome. Our review of an appeal is final. Nothing in this section limits any statutory rights you may have under applicable consumer protection law.

For disputes that cannot be resolved through our internal process, please refer to the Dispute Resolution and Arbitration provisions set out in our Terms of Service.

Section 11 — Changes to This Policy

We reserve the right to revise and update this Refund Policy at any time in our sole discretion. All changes are effective immediately upon posting to the Services. Where changes materially affect your rights, we will provide at least thirty (30) days’ advance notice via email or a prominent notice on the website.

Your continued use of the Services following the posting of any revised Refund Policy constitutes your acceptance of those changes. We encourage you to review this policy periodically.

Section 12 — Contact Us

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an Order, please contact our support team using any of the channels below. We aim to respond to all inquiries within two (2) to three (3) business days.

 

Email:  hi@dawnordusk.com

Phone:  +1 (844) 561-1380

Website:  www.dawnordusk.com

 

Thank you for shopping at Dawn / Dusk — we’re grateful to be part of your experience.