14-Day Return & Refund Policy

Dnsys offers a 14-day return and refund policy. The following return and refund policy (hereinafter referred to as "this Policy") applies only to products purchased from Dnsys's official website dnsys.ai(excluding accessories and Dnsys Carbon Pro). English and other language versions of this policy can be found on this page. In the event of a conflict between different translations of these terms, the English version shall prevail.
By using your Dnsys X1, you agree to be bound by these policies. If you are not eligible or do not agree to any terms, please do not activate and use your Dnsys X1.
Countries/regions supported by the return policy include:
  • North America:Main Land of the United States(Excluding Hawaii, Alaska, and Guam).
  • Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
    If you purchased from other channels, we recommend that you contact your point of purchase for return and refund assistance.
    If your address is filled in incorrectly, such as not filling in the street and house number correctly, resulting in the package being unable to be properly delivered and returned, and you apply for a 14-day no-reason return or exchange after the second shipment, you need to pay double the return logistics fee.
    Please note that Carbon Pro includes custom services and does not offer returns or exchanges. Additionally, all our products do not offer exchange services. If you have purchased the wrong product, you will need to request a return and refund, and place a new order.

    Cancel the order

    You can request to cancel your order and get a refund within 2 hours after placing your order, if within this time frame, please contact support@dnsys.ai
    If the apply exceeds this time frame, we cannot cancel your order, and you can only apply for a return and refund after receiving the goods.

    You can apply for a return if you meet the following conditions

    • Within 14 natural days from 0:00 hours the day after the customer receives the goods, products must remain unopened and unactivated, with all packaging, gifts, and instruction manuals intact. Additionally, there should be no signs of human damage, and the products must not have been activated or used, ensuring that they remain in a condition suitable for resale.
    • Within 14 natural days from 0:00 on the day after the customer receives the product, if a performance defect that is not caused by human damage is discovered
    • The product serial number is clearly visible
    If you return a product based on a reported issue, the product will be inspected before the refund is processed. If the returned product is confirmed to have no such issue as reported after all appropriate tests are conducted by Dnsys, Dnsys will charge the shipping fee for each returned item. The shipping fee will be deducted from the total refund amount.
    Shipped goods have to be returned to our warehouses/designated places before we proceed with the refund.

    We have the right to refuse customers' return requests in the following situations

    • Those who request a return within 14 natural days from 0:00 on the day after receiving the goods.
    • The returned items are incomplete, the outer packaging, accessories, gifts, instructions are incomplete, or the appearance is damaged due to artificial reasons.
    • Collisions caused by non-product quality problems, as well as product quality problems caused by unauthorized modification, foreign objects (water, oil, sand, etc.), incorrect installation, and failure to use and operate according to the instructions.
    • Tear up, alter labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.
    • Products damaged due to unavoidable factors such as fire, flood, lightning strike, traffic accident, etc.
    • After contacting Dnsys to confirm the return service, the corresponding item was not shipped within 7 natural days.
    • Please note that returns that are not caused by quality issues will incur logistics fees for the returned products, which will be deducted from your final refund. The specific cost details can be found in the table below Shipping fee for different countries/regions.
    • In addition, we will refuse to refund packages that do not meet the return conditions, and if you need us to return the returned package, you need to bear the shipping costs yourself.

    Shipping fee for different countries/regions

    Non-product quality issues are returned

    Country/region Logistics Provider Estimated return logistics fee(USD） Return receiving area (contact customer service for specific address)
    United States UPS Ground 12 Los Angeles
    Germany DHL Paket 5 Frankfurt
    Spain UPS Standard 18 Frankfurt
    Italy UPS Standard 22 Frankfurt
    France UPS Standard 17 Frankfurt
    Austria UPS Standard 13 Frankfurt
    Belgium UPS Standard 14 Frankfurt
    Netherlands UPS Standard 15 Frankfurt
    Poland UPS Standard 17 Frankfurt
    Denmark UPS Standard 19 Frankfurt
    Portugal UPS Standard 17 Frankfurt
    Czech Republic UPS Standard 21 Frankfurt
    Sweden UPS Standard 19 Frankfurt
    Finland UPS Standard 22 Frankfurt
    Luxembourg UPS Standard 20 Frankfurt
    European Union countries not listed on this tablet
    		 DPD 40 Frankfurt

    Product quality problem return

    Country/region Logistics Provider Return logistics fee(USD） Return receiving area (contact customer service for specific address)
    United States UPS Ground 0 Los Angeles
    Germany DHL Paket 0 Frankfurt
    Spain UPS Standard 0 Frankfurt
    Italy UPS Standard 0 Frankfurt
    France UPS Standard 0 Frankfurt
    Austria UPS Standard 0 Frankfurt
    Belgium UPS Standard 0 Frankfurt
    Netherlands UPS Standard 0 Frankfurt
    Poland UPS Standard 0 Frankfurt
    Denmark UPS Standard 0 Frankfurt
    Portugal UPS Standard 0 Frankfurt
    Czech Republic UPS Standard 0 Frankfurt
    Sweden UPS Standard 0 Frankfurt
    Finland UPS Standard 0 Frankfurt
    Luxembourg UPS Standard 0 Frankfurt
    European Union countries not listed on this tablet
    		 DPD 0 Frankfurt

    How to return and refund

    1. Please contact us via support@dnsys.ai for detailed return instructions. The email must include the order number, reason for return, Serial Number, and any necessary proof (such as pictures and videos). The serial number position is a string of pure digital codes printed on the front and rear dials.
    2. Dnsys will reply within 1 working day. Once your return or exchange request is approved, we will provide you with a shipping label. Please use this label for returns and return the product with its original packaging (including all accessories and manuals) to the designated address provided by us.
    3. Please notify us by email after the parcel has been sent: support@dnsys.ai.
    4. Our staff will inspect the package within 2 working days after receiving it.
    5. Once the warehouse inspection confirms that the product is in good condition, we will arrange a refund within 5 working days.
    6. After successfully arranging a refund, we will notify you of the refund progress by email within 1 working day.

    Refund processing time

    The warehouse will verify the returned products within 2 working days. Once verified, the refund will be processed within 5 working days. The actual arrival time of the refund is expected to be 10 working days. (The specific time depends on the processing time of different banks)

    Contact Us

    We appreciate your patience and cooperation throughout this process. Our team is dedicated to ensure a seamless return and refund experience for you. If you have any questions about returns, please email support@dnsys.ai