Last updated: June 2026

These General Terms and Conditions of Sale (GTC) govern all purchases made on the DEXSENT online store. By placing an order on our site, you accept these conditions.

1. Order Shipping

All orders are shipped from Japan via Japan Post or DHL.

Depending on the nature of the products ordered (size, weight, destination, or applicable regulations), some items may require a specific shipping method. In such cases, separate orders may be necessary.

Orders are generally prepared and shipped within 4 to 7 business days after payment confirmation. This period may be extended during peak seasons, holidays, or in exceptional circumstances.

2. Delivery Times

Delivery times vary depending on the destination country, customs formalities, and the carrier used.

Indicative delivery times are:

• Europe: approximately 5 to 15 business days
• North America: approximately 5 to 12 business days
• Oceania: approximately 5 to 12 business days

These times are indicative and do not constitute a delivery guarantee.

3. Shipping Costs

Shipping costs are automatically calculated during the order validation process based on the weight, dimensions, destination, and applicable shipping method.

The exact amount is displayed before final payment validation.

4. Customs Duties, Taxes, and Import Fees

DEXSENT ships its products from Japan to many countries.

Unless otherwise stated during checkout, international orders are shipped on a DDU/DAP (Delivered Duty Unpaid / Delivered At Place) basis.

Therefore, customs duties, VAT, GST, import taxes, customs clearance fees, administrative fees, or any other sum that may be required by the customs authorities or the carrier in the destination country are not included in the price of the products or the shipping costs.

These charges are determined exclusively by the competent authorities of the destination country and are entirely the responsibility of the customer.

Depending on local regulations, payment may be requested before delivery or upon receipt of the package.

For certain destinations, additional information may be required by customs authorities. For example, for shipments to Mexico, an RFC or CURP number may be requested. If necessary, DHL will contact the recipient directly.

In case of refusal of the package, refusal to pay duties and taxes, absence of necessary customs clearance information, or return of the package for any other reason attributable to the customer, DEXSENT may deduct from any refund the initial shipping costs, return costs, storage fees, carrier administrative fees, and any other costs incurred by this return.

5. Order Tracking

A tracking number is sent by email upon shipment of your order.

This number allows you to track the package until its delivery.

6. Delivery Delays

DEXSENT cannot be held responsible for delays caused by, but not limited to:

• customs controls;
• customs clearance procedures;
• weather conditions;
• carrier disruptions;
• strikes;
• or any other event beyond our control.

7. Lost or Damaged Packages

If your package arrives damaged or appears lost during transit, please contact us as soon as possible at contact@dexsent.com.

We will open an investigation with the carrier to determine the most appropriate solution.

8. Returns

You may request a return within 14 days of receiving your order.

To be accepted, the product must:

• be unused;
• be returned in its original condition;
• be accompanied by its original packaging when possible;
• show no damage resulting from misuse or excessive handling.

Before any return, you must contact us at contact@dexsent.com, providing:

• your full name;
• your order number;
• the reason for your request.

No return can be accepted without prior authorization.

9. Right of Withdrawal (European Union)

In accordance with European regulations, consumers residing in the European Union have a period of 14 days from the receipt of their order to exercise their right of withdrawal, without having to provide any justification.

The customer can use the withdrawal form or button available on our online store, or contact us directly.

After notification of withdrawal, the customer has an additional 14 days to return the products concerned.

A confirmation of receipt of the request will be sent automatically by email.

10. Return Shipping Costs

Except in the case of an error on our part, a defective product, or a product damaged during transport, return shipping costs are the responsibility of the customer.

As products are shipped from Japan, international return costs can be significant. We strongly recommend using a tracked shipping service.

DEXSENT cannot be held responsible for packages lost or damaged during their return.

11. Defective Products or Order Errors

If you receive a product that is:

• damaged;
• defective;
• or different from the one ordered,

please contact us within 7 days of receiving your order, attaching photographs of the issue found.

After reviewing your case, DEXSENT may offer, depending on the situation:

• a replacement;
• a partial refund;
• or a full refund.

In this situation, return shipping costs will be covered by DEXSENT.

12. Non-Returnable Products

The following products cannot be returned:

• personalized or custom-made products;
• products made according to customer specifications;
• gift cards;
• products damaged due to misuse, accident, or improper maintenance.

13. Refunds

Upon receipt and inspection of returned products, we will inform you of the acceptance or refusal of your request.

If the refund is accepted, it will be processed using the payment method used for the order.

Refunds are generally processed within 10 business days after validation, subject to the timelines applied by your bank or payment provider.

Initial shipping costs are non-refundable, except in the case of a DEXSENT error or a defective product.

Customs duties, import taxes, VAT, GST, customs clearance fees, or other administrative fees collected by the authorities of the destination country are not refunded by DEXSENT.

14. Order Cancellation

An order can be canceled free of charge as long as it has not been handed over to the carrier.

Once the package has been shipped, the order can no longer be canceled and must follow the return procedure provided by these General Terms and Conditions of Sale.

15. Contact

For any questions regarding your order, a return, a refund, or these General Terms and Conditions of Sale, you can contact us at:

DEXSENT
Tokyo, Japan

Email: contact@dexsent.com