Cancel the order

• Order Cancellation Window: 
  Generally, you may request to cancel your order during our business hours except between 02:00 AM and 06:00 AM PT (Pacific Time) as that is when orders enter the shipping process. 
• Please Note:
  • To avoid any issues, please contact our customer support via support@dnsys.ai for confirmation before submitting your cancellation request. 
  • Upon order cancellation, the following transaction fees will be deducted from your refund: 
    • PayPal Users: A service fee of 4.4% of the refunded amount.
    • Other Payment Methods: Minimum 3.4% + 0.30 USD per refund (Note: Final fee may vary depending on your bank/card issuer policies).

  * The transaction fees are collected and retained by third-party payment processors (e.g., PayPal, credit card providers), which makes them non-refundable.

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

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

• Those who request a return exceeding 14 natural days from 0:00 on the day after receiving the goods.
• The product has been opened and used, but no quality defects have been identified.
• 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. 
• 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.

Return Cost for different countries/regions

Non-product quality issues are returned

Product quality problem return

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

Contact Us