Last Updated:<\/strong> 28\/ 06\/ 2026<\/p>\n This Return and Refund Policy explains the conditions under which DIMEX processes requests related to shipment returns, service cancellations, refunds, damaged shipments, lost shipments, and customer claims.<\/p>\n DIMEX is an international shipping and package forwarding company. We provide logistics services only and are not<\/strong> the seller, manufacturer, distributor, or retailer of the products purchased by our customers.<\/p>\n Accordingly, product returns are governed primarily by the policies of the merchant or seller from whom the goods were purchased.<\/p>\n This Policy applies only to services provided by DIMEX, including:<\/p>\n This Policy does not govern warranty claims, defective products, or disputes between customers and merchants.<\/p>\n Customers may request cancellation of a shipping service before shipment processing has begun.<\/p>\n If DIMEX has already started processing, handling, packaging, customs preparation, or transportation of the shipment, cancellation may no longer be possible.<\/p>\n DIMEX reserves the right to deduct charges for services already performed before approving any refund.<\/p>\n Refunds may be considered in the following circumstances:<\/p>\n Approval of a refund request is at the sole discretion of DIMEX, subject to applicable law.<\/p>\n Refunds will generally not<\/strong> be provided where:<\/p>\n DIMEX may assist customers in returning merchandise to the original seller when requested.<\/p>\n However:<\/p>\n If a shipment arrives damaged, customers should notify DIMEX as soon as reasonably possible.<\/p>\n Customers may be asked to provide:<\/p>\n Each case will be investigated individually.<\/p>\n If a shipment appears to be lost during transportation, DIMEX will cooperate with the shipping carrier to investigate the matter.<\/p>\n Customers may be required to provide relevant shipment documentation.<\/p>\n If compensation becomes available under the carrier’s policies or applicable insurance coverage, DIMEX will process the claim in accordance with those procedures.<\/p>\n DIMEX cannot guarantee compensation beyond the limits established by the carrier or applicable law.<\/p>\n Customers wishing to submit a claim should contact DIMEX using the contact information provided below.<\/p>\n Claims should include:<\/p>\n Incomplete claims may require additional information before review.<\/p>\n DIMEX reviews each request individually.<\/p>\n Depending on the circumstances, additional documentation may be requested.<\/p>\n Where carriers, customs authorities, insurance providers, or merchants are involved, the review process may take additional time.<\/p>\n Customers will be informed of the outcome after the investigation is completed.<\/p>\n If a refund is approved, DIMEX will generally process the refund using the same payment method used for the original transaction whenever possible.<\/p>\n Processing times may vary depending on:<\/p>\n DIMEX is not responsible for delays caused by financial institutions after the refund has been initiated.<\/p>\n DIMEX’s responsibility is limited to the logistics services it provides.<\/p>\n DIMEX shall not be liable for:<\/p>\n DIMEX shall not be responsible for delays, suspension of services, or failure to perform obligations resulting from events beyond its reasonable control, including but not limited to:<\/p>\n DIMEX reserves the right to amend this Return and Refund Policy at any time.<\/p>\n The latest version will be published on www.dimex.am<\/a><\/strong> and becomes effective immediately upon publication unless otherwise stated.<\/p>\n If you have any questions regarding this Return and Refund Policy or wish to submit a refund or compensation request, please contact us:<\/p>\n DIMEX<\/strong><\/p>\n 53 Arshakunyats Avenue<\/p>\n Yerevan, Republic of Armenia<\/p>\n Phone: +374 60 751555<\/p>\n Mobile: +374 91 349491<\/p>\n Email: info@dimex.am<\/a><\/p>\n1. Introduction<\/h2>\n
\n2. Scope of This Policy<\/h2>\n
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\n3. Service Cancellation<\/h2>\n
\n4. Refund Eligibility<\/h2>\n
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\n5. Non-Refundable Services<\/h2>\n
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\n6. Product Returns to the Merchant<\/h2>\n
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\n7. Damaged Shipments<\/h2>\n
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\n8. Lost Shipments<\/h2>\n
\n9. Claims Procedure<\/h2>\n
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\n10. Review of Claims<\/h2>\n
\n11. Refund Method<\/h2>\n
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\n12. Limitation of Liability<\/h2>\n
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\n13. Force Majeure<\/h2>\n
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\n14. Changes to this Policy<\/h2>\n
\n15. Contact Information<\/h2>\n