Cancellation Policy

Right of withdrawal – Diamond

Our returns and refunds policy has been designed to offer you a simple, clear, and transparent process.
Please read the information below carefully to understand the conditions, steps, and timeframes related to returns, refunds, and exchanges.

Contact – Returns & Refunds

If you have any questions regarding a return or a refund, you can contact us:

Email: support@diamondsmileteeth.es
Phone: +49 176 45897951

Policy summary

• Return period: 14 days from the delivery date
• Return costs: Paid by the customer, except in the case of a defective or damaged product
  
• Exchange: Return costs are paid by the customer
• Return method: Postal return
• Refund processing time: 5 working days after receipt and verification of the returned product
• Restocking fees: None

Order cancellation

You can cancel your order within 12 hours of purchase by contacting our customer support.
If the order has already been dispatched, cancellation will unfortunately not be possible.

Return conditions

• Timeframe: Returns are possible within 14 days of receipt.
• Product condition: Items must be new, unused, in their original packaging, and with all tags attached.
• Proof of purchase: Required for any return.
• Exceptions: For hygiene reasons, opened, used, or personalised products cannot be returned or exchanged.

Return process

1. Contact customer support

Send an email to support@diamondsmileteeth.es stating:

• Your order number
• The reason for the return
• Photos if necessary

2. Receive return authorisation

Our team will review your request and send you a return authorisation with all necessary instructions.

3. Pack the product

Pack the item carefully in its original packaging, with all tags attached.
Include the return form inside the parcel.

4. Send the parcel

Send the parcel using a trusted carrier, with a tracking number, to the return address provided.

Refund policy

• Inspection: Once we receive your parcel, we will check the condition of the returned product.
• Timeframe: You will be informed of the approval within 5 working days.
• Refund: If the return is approved, the refund will be issued automatically using the same payment method used for the purchase.
• Confirmation: You will receive a confirmation email.

Exchange policy

An exchange is possible in the case of a defective or damaged product.
Please contact us within 14 days of delivery — in this case, we will cover the return shipping costs.

If you ordered the wrong variant or size, you will need to follow the standard return process and place a new order.

Exceptions & special cases

Damaged or defective product

Please inform us within 48 hours of receipt.
We will arrange a free return and offer you a replacement or a refund.

Wrong product received

We will cover the return costs and send the correct product immediately.

Lost parcel

If your parcel does not arrive within the expected delivery time, please contact us so we can start an investigation with the carrier.

Important timeframes

• Start of the return process: Within 14 days of receipt.
• Refund processing: Within 5 working days after verification.

Return address

Limitless eCom GmbH
Warthestraße 21
14513 Teltow, Brandenburg
Germany

Legal information

Store name: Diamond
Trading name: Diamond
Registration number: HRB 35582
EU VAT number: DE341434749

Address:
Limitless eCom GmbH
Warthestraße 21
14513 Teltow, Brandenburg, Germany

E-mail: support@diamondsmileteeth.es

Phone: +49 176 45897951

Customer support: Monday – Saturday, 09:00 – 20:00 (GMT+01:00 CET)
Order cut-off time: 14:00 (GMT+01:00 CET)