Dinair® Policy Table of Contents
- 60 Day Money Back Policy- U.S. Residents Only
- Payment Policy and Options
- International Policy
- Service or Repair
- The Return and Refund Policies
- Tracking Your Order
- Lost/Non-Delivered Items
- DOA (Damaged on Arrival)
1. 60 Day Money Back Policy- U.S. Residents Only
- Returns are accepted within 60 days on new, unopened items only. All makeup and liquid products are final sale.
If you wish to return your items, please request a Return Merchandise Authorization Number (RMA):
Mon-Fri 8:00 am to 6.00 pm, Sat 9:00 am – 3:00 pm PST
- Please note: 90% of issues and concerns can fixed over the phone. Please contact us with any technical questions before submitting a return request.
- If an order needs to be cancelled or changed, please call our Customer Care Department as soon as possible during business hours. Email requests for order changes or cancellations will not be considered valid. If there are any issues with your order, please contact us within 5 business days for further investigation.
- All shipping costs are non-refundable, and the buyer is responsible for all shipping costs incurred with returned merchandise. Any opened kits are not eligible for return and are final sale. Please contact us if you have any issues with your order. Manufacture defects are eligible for free replacement. Any issues caused by user error are not returnable nor eligible for free exchange, though we do offer free training. Any orders that were damaged in-transit may be eligible for a replacement, please contact us. For any other questions, please refer to Dinair warranty.
2. Payment Policy
- We currently accept Visa, MasterCard, American Express, Discover Card, and PayPal. When your debit/credit card is authorized through our transaction, the payment is processed immediately.
- We ship internationally; some restrictions apply to Spain, Italy, Brazil and Russia*
- Duty Calculator
- Shipping Cost table/calculator
- After your order is placed, there is an in-house processing time of 2-3 business days, but it can take up to 6 business days (Monday-Friday) before your items may be shipped from our warehouse. Orders placed on Saturday and Sunday will be processed the following Monday. Only authorized purchases may be processed and shipped. (For further information, please see our Shipping Calendar).
- Once your order has been sent out for shipping, you will receive an email with your tracking number.
- You can track your order directly on UPS.com, or USPS.com. Input the appropriate tracking number into their tracking feature to find out where your order is at any given time.
4. International Policy
- All sales are final for International orders. No returns or refunds. Any taxes and duties will NOT be billed at checkout for international customers. Arrangement forpayment of duty fees and taxes will be the responsibility of the customer and can be done through a broker of their choice.
Link to Duty Calculator
- Countries that require an identification number include: Brazil, Chile, China, Ecuador, India, Israel, Peru, Qatar, South Africa, South Korea, Taiwan, and Turkey."
- *We do not ship makeup and kits to Spain, Italy, Brazil & Russia (residential addresses). Russian business addresses are accepted.
- INTERNATIONAL ORDERS: Refused packages will result in shipping/handling/ processing charges. International packages will be assessed international delivery fees. Please be aware of your countries customs fees and procedures: your country may charge you customs/tax fees. International orders may be delayed due to customs and local government laws for imported goods. Rush delivery may be subject to availability. Before purchasing, please verify the customs/tax charges for your country. We declare the actual value on your customs form. Each country has different rates. Please check with your local post office before ordering.
Warranty is only valid for our Dinair® Airbrush Compressors. (The airbrush tool is separate from the compressor.) The standard warranty for Dinair® Airbrush Compressors is one year from the date the equipment is received, unless a longer warranty has been purchased. After the standard (or extended) warranty has expired, there is a $45 (+shipping and handling) fee for the inspection and repair of a Dinair® Airbrush Compressor.
An Airbrush inspection/cleaning/service is not covered under Warranty and can be serviced at a $25 fee. (Shipping and taxes not included.)
Please call or e-mail us if you encounter any issues at 800-785-4770 or email@example.com.
- Dinair® does not cover shipping and handling fees, unless the equipment arrives defective or DOA (Damaged on Arrival), which would need to be reported within 5 business days of receiving your equipment.
- Warranty does not cover, but is not limited to the following:
- Improper operation storage
- Misuse or abuse
- Accident occurring in possession of the customer
- Neglect or physical damage
- Inappropriate contact with water
- Unauthorized service
- Unauthorized modification of the system or compressor parts in any way
- Other unlawful acts or conduct
- In no event shall Dinair® Airbrush Makeup Company be liable for the above, whether in contract or tort (including negligence), for damages after purchase of the system.
6. Service or Repair
- In the event that the product (Dinair® Airbrush compressor, case, motor, or brush/nozzle) fails, refer to the instructional materials included with your kit. If the failure cannot be rectified by perusal of instructional materials, please contact Dinair® Customer Care at:
800-785-4770 (M-F 8am - 6pm, Sat. 9am-3pm PST) or email:
One of our representatives will gladly assist you with troubleshooting the failure.
If the issue cannot be resolved by one of our representatives over the phone, we will provide you with a Replacement Authorization (RA#) and necessary instructions as to how to send the product to our factory service center for replacement or repair. Make sure to include a copy of the original packing slip and a detailed letter explaining the trouble you are experiencing when sending the item(s) for warranty repair or replacement. Any failure to meet the above guidelines will result in a delay or non-exchange.
- If the product is past warranty period, it is not eligible for replacement.
- Package must be returned in its original package or in a plain box. Make sure the merchandise is properly packaged to avoid damage during transit. Return the package, and email us a tracking number.
*Any failure to comply with the above requirements may result in refusal of repair and your product may end up being filed as a return.
7. The Return and Refund Policies
- 7a. Return Policy Details
- Our 60-day return policy starts from the day your product is received or expires 35 days from the date we actually ship the products to you. A Return Authorization number must be obtained within the 60 day return period as mentioned above. The shipping, handling and processing costs are non-refundable. You will be responsible for paying all return shipping costs to deliver the merchandise to our facility.
- Return or a replacement requires:
- Your order number, Return Authorization number (RMA), your complete name, address, phone number and email address along with original packing slip.
- Please write your RMA# clearly on the outside of your box.
- Include a detailed explanation regarding your reason for returning the items, and if you would like a refund or Dinair Credit.
- Return all original packaging and items, to avoid cost deductions.
- Important Additional Return/refund Terms And Conditions:
- All items must be returned in their original packaging along with all accessories, parts, and instruction manuals/DVD(s) that were shipped with your original order. Returns received without original packaging will be charged a 15% restocking fee per unit. Make sure the merchandise is properly packaged to avoid damage during transit. Email us a tracking number for your returned package at firstname.lastname@example.org.
*Any failure to comply with the above requirements may result in refusal of repair and your product may end up being filed as a return.
- Dinair Airbrush Makeup assumes no responsibility for merchandise damaged by carrier transporting and delivering returned merchandise. Returns received with damaged merchandise may be denied any refund whatsoever and customer may be held responsible to pay full value of product.
- Returns with missing parts or intentional misuse or loss will be charged a flat $25 incomplete return fee per unit. Please make sure all liquids are securely sealed.
- Any package returned missing an RMA# will be charged a 15% restocking fee.
- RETURNS RECEIVED 14 DAYS AFTER THE RMA ISSUE DATE, WILL BE CONSIDERED "EXPIRED" AND SHALL BE SUBJECT TO REFUSAL AND RETURNED TO SENDER AT SENDER'S EXPENSE WITHOUT ANY REFUND.
- If an item is returned as a result of an incorrect address provided by you, we can reship the product to the correct address at an additional cost to you. (Note: there is a fee charged by the carrier.)
- If a return does not meet our guidelines, no refund will be issued, and the package may be returned to you at your expense. All shipping costs are non-refundable, and the buyer is responsible for all shipping costs incurred with returned merchandise.
- Dinair® makes every effort to ensure that customers are matched with a personal color match, and that the equipment used will be free from manufacture defect. We will gladly accept returns within the first 60 days from date of purchase, provided the item is in new or like-new condition. Please note that Makeup and liquid purchases are final sale and non-refundable. To return, simply contact the Dinair® Customer Care Center by calling 800-785-4770 or by email, email@example.com and:
- Request a Return Merchandise Authorization Number (RMA#).
Please write your RMA# clearly on the outside of your box, and include a detailed explanation regarding your reason for return, and if you would like a refund or Dinair Credit.
Any package returned missing an RMA# will be charged a 15% restocking fee.
Returns received 14 days after the RMA# issue date will be considered "Expired" and will be subject to refusal and returned to sender at sender's expense without any refund.
- 7b. Refund Policy Details
- Refunds will be processed only after the product is received and inspected. Refunds are not issued at the time of RMA# issuance. The process can take 7 to 21 business days. Any return missing items, or containing damaged items will be subject to cost deduction according to item. We are not responsible for any error during transit caused by the shipping carrier.
- 7c. Refund Process
- Refunds for merchandise returned in accordance with the Dinair® return policy shall be processed immediately upon completion of all procedures and requirements referenced in our Policy statements. All refunds will be submitted to Dinair's refund department within 3 weeks of completion of all policies indicated herein. Approved refunds processed by Dinair® to the customer are required to be credited to the original payment instrument provided (i.e. credit / debit card on file), no exceptions can be made. For cash transactions, refunds will be made to customer by check. Allow up to 8 business weeks for refund to appear on your credit card statement. If you do not see the refund amount appear on your statement after 8 business weeks, please contact Dinair® immediately at
800-785-4770 before calling your credit card company. Customer must be able to provide P.O.D. (proof of delivery) that returned product was actually received by our returns facility.
- Due to sanitary and health code guidelines, all makeup is reserved to its own final sale policy. We do not issue refunds on makeup/cosmetics. We do, however, offer a one-time color exchange on your first purchase of makeup if you have previously participated in a Color Match. If this is the case, please call our Customer Care Center at 800-785-4770. One of our representatives will help you in choosing a color that better suits you. And if upgrading, will charge you the additional cost of the product and difference in shipping charges. (Upgraded kits require a higher shipping fee.) Please note:
- You must return the originally purchased merchandise in order to receive an exchange. (Please see our return process for further information.)
You are responsible for the shipping charges of the product you are sending out for the exchange.
All approved exchanges will be reshipped with no shipping cost to the customer unless you are purchasing an upgrade.
Upgrade exchanges require an additional shipping fee.
- How to Exchange
6215 Laurel Canyon Blvd.
North Hollywood, CA 91606 tel: 800-785-4770
- Things to include:
- Complete Exchange reason on the backside of the invoice
- Your Order Number
- Full Name
- Phone Number
- The Original Packing Slip
- Package must be returned in its original package or in a plain box. Make sure the merchandise is properly packaged to avoid damage during transit. Return the package, and email us a tracking number.
- All items must be returned in their original packaging along with all accessories, parts, and instruction manuals/DVD(s) that were shipped with your original order.
- Any failure to meet the above guidelines will result in a delay or non-exchange.
9. Tracking Your Order
- When your order has been sent you will receive an email confirming that it has been shipped and will include a UPS, or USPS. You can track your order directly on www.UPS.com , or www.USPS.com. Input the appropriate tracking number into their tracking feature to find out where your order is at any given time.
- We are not responsible for any lost, stolen, or damaged packages during transit. If there is information from your local post office to show that the package was delivered and you say that you did not receive the package, you will need to contact the appropriate shipping carrier yourself to initiate a claim for the lost package. Once a package has left our facilities, it is the responsibility of the shipping carrier as they are a separate business from our own.
10. Lost/Non-Delivered Items
- 10a. Lost/Non-delivered Items
- We are not responsible for any lost, stolen, or damaged packages during transit. If you didn’t receive the package, please check your neighborhood and contact local post office. If unable to locate, please contact us for help with investigation.
- Most often, our delivery carriers (UPS, USPS) have a signature release waiver on Standard-Ground shipment, and will leave packages at their own discretion (front porch, back door, neighbor, other secure location, etc.) Expedited shipments may require a signature depending upon the carrier. Delivery tracking information is provided on all packages. If you have not received your product, please contact our Customer Care Center at 800-785-4770 and will open a claim. Delivery times cannot always be guaranteed due to outside forces during its transit. If the shipping carrier delays your transit due to the following, we (and the shipping carrier) is not responsible: Acts of God, weather conditions, environmental or dangerous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, application of security regulations imposed by a government or otherwise applicable to the shipment, acts or omissions of customs officials, authority of law, quarantine, riots, strikes, work stoppages or slowdowns, or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond the shipping carrier's control, disruption or failure of communication and information systems, disruption or failure of utilities, or any circumstances beyond the shipping carrier's control. We are not responsible for delays due to "missent" errors on items shipped with UPS and USPS.
In the case of the above events, you may contact our Customer Care Center at 800-785-4770 and we will help you out.
- A decision made by Dinair Airbrush Makeup due to loss or damage is contingent upon carriers "loss / damage" claim investigation which shall be initiated by
- Customer notification to Dinair via email/phone
- Cooperating with any pertinent request by a DINAIR customer service representative for details regarding the circumstances surrounding the loss / damage.
- The carrier's (UPS/ USPS/ FedEx / DHL) inquiries to determine the ultimate disposition of the merchandise delivered, or claimed as not delivered, or delivered as damaged.
- Agree that the carriers decision is final and unless appropriate and reasonable arrangements are made to secure the merchandise upon delivery shall accept carriers claim decision as final and thereby agree to pay for the merchandise as requested.
- 10b. Missing Items
- In the rare event that an item is missing from your order, you must notify customer service within 72 hours. All orders are photographed to ensure the proper products are shipped out. Please contact our Customer Care Center at 800-785-4770. Missing items will be sent out after an investigation of the claim.
11. DOA (Damaged on Arrival)
If damage is determined to be caused by the carrier who shipped the merchandise, refer to RETURN PERIOD AND SHIPPING TERMS below. Allow up to 2 weeks after the item is received for condition investigation and refund.
- Customer must be able to provide P.O.D. (proof of delivery) that returned product was actually received by our returns facility. No refund is issued without confirmation of:
- Product return.
- All merchandise is received as originally delivered with all equipment in working condition and all packaging originally provided. We MUST be able to verify that the merchandise received is accounted for and attributable to a specific outgoing order shipment. Send all returns via a shipping method that can be tracked (tracking number) with proof of delivery confirmation via (UPS/ USPS/ FedEx / DHL, or OnTrac), insurance is recommended.
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- This Web site (the "Site") and all other Web sites owned, operated or maintained directly or indirectly by Dinair Airbrush Makeup Systems, Inc., including, without limitation,
dinair.com, airbrushmakeup.com, and Dinairinc.com (the "Dinair Sites") are provided by Dinair Airbrush Makeup Systems, Inc, and/or its
affiliated companies (collectively "Dinair") for your information, personal entertainment and non-commercial enjoyment, subject to these Terms and Conditions of Use and all
modifications hereto, in addition to all applicable laws and any other policies that may be posted from time to time on the Dinair Sites applicable to your use of the Dinair
Sites (as amended by Dinair from time to time, the foregoing being collectively referred to as the "Terms and Conditions").
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