Refund Policy
Last Updated: July 15, 2025
At drixeno, we want every DIY experience to feel enjoyable from the moment you choose a project to the moment your handmade creation is complete. Our store offers thoughtfully selected DIY craft kits, embroidery projects, handmade accessories, seasonal crafts, decorative projects, and other creative supplies. Please review the following policy carefully before completing your purchase.
If you experience an issue with your order, please contact our customer support team directly at support @ drixeno . com and include your:
• Order Number (Example: 015SHOP-1218)
• Order Email Address
Our team will review your request and provide assistance based on the circumstances of your order.
Frequently Asked Questions
Q: What is your return policy?
A: Because many of our products include DIY craft components, project materials, and individually packaged creative supplies, purchases are generally considered final sale. We do not accept standard returns or exchanges based solely on personal preference, change of mind, incorrect style selection, or choosing the wrong product variation.
However, if your order arrives with a confirmed manufacturing defect, significant shipping damage, missing essential components, or an incorrect product, our team will review the issue and determine an appropriate resolution.
Q: What should I do if I receive a damaged, faulty, incomplete, or incorrect item?
A: If something is wrong with your DIY craft order, please contact us promptly so our team can review the issue.
Please follow these steps:
1. Contact Us Within 7 Days
Inspect your DIY kit, craft materials, accessories, and included components after delivery. If you identify damage, a defect, missing essential parts, or an incorrect item, please notify us within 7 days of confirmed delivery.
2. Send the Following Information
Contact our support team at support @ drixeno . com and provide:
• Your Order Number and Order Email
• A clear description of the problem
• Clear photographs or video showing the damaged, defective, incomplete, or incorrect product
• Photographs of the packaging or shipping label when relevant to the claim
3. Wait for Claim Review
After receiving the required information, our team will review the circumstances and supporting evidence. Depending on the nature of the approved claim, the available resolution may include:
• A replacement product or replacement component
• A partial refund
• A full refund
Q: Do you offer exchanges for different designs, colors, sizes, or craft variations?
A: No. drixeno does not normally provide elective exchanges for alternative designs, colors, sizes, styles, patterns, or DIY kit variations after an order has been fulfilled.
Replacement products or components are generally limited to approved claims involving merchandise that arrived damaged, defective, incomplete, or materially different from the item ordered.
Q: Can I return an item without contacting support first?
A: No. Please do not send any DIY products, craft kits, materials, or accessories to a warehouse, office, or business address without first receiving written authorization from our customer support team.
Unauthorized return shipments may be refused and may not qualify for a refund, replacement, or reimbursement of shipping charges.
If an authorized return is necessary, our support team will provide the applicable instructions before the product is shipped back.
Q: How can I contact customer support?
A: Our customer service team can assist with questions regarding DIY craft products, order details, shipping, damaged items, missing components, or other eligible after-sales concerns.
📧 Contact Email: support @ drixeno . com
📞 Customer Service Phone: +1 9096396795
For faster service, please include:
• Your Order Number (Example: 015SHOP-1218)
• The email address used during checkout
• A brief description of your question or order issue
Corporate Information
drixeno is an online store specializing in DIY craft kits, embroidery projects, handmade accessories, seasonal crafts, decorative handmade projects, and other creative products designed for enjoyable hands-on experiences.
• Legal Operator: Ningbo Shangcheng Digital Technology Co., Ltd.
• Business License Entity: Ningbo Shangcheng Digital Technology Co., Ltd.
• Registered Address: Room 008, Centralized Office, A1018, Building 2, No. 8 Xingye Avenue, Xinqi Subdistrict, Beilun District, Ningbo City, Zhejiang Province, China
• Customer Service Phone: +1 9096396795
• Customer Support Email: support @ drixeno . com
We appreciate your understanding and thank you for choosing drixeno for your creative DIY projects.