Refund policy
Returns
We accept returns within 30 days of delivery.
To be eligible, the item must be unused, undamaged, and in the same condition you received it — with original packaging and all included accessories. Cables must not show signs of installation damage, such as bent or deformed connectors, cut or stripped jackets, or missing screws and mounting hardware.
How to start a return
Email sunkeel@gmail.com with:
- Your order number
- The item you want to return
- The reason for the return
- Photos of the item and its packaging
We reply within 1 business day. Returns must be authorised before shipping — please do not send anything back before you receive our Return Authorisation and the return address. Unauthorised returns cannot be accepted or refunded.
Sale and discounted items
Items purchased on sale or at a discounted price are covered by the same 30-day return policy as full-price items.
Custom and OEM orders
Made-to-order cables (custom lengths, custom pinouts, custom labelling, OEM branding) cannot be returned for change of mind. They remain fully covered by our warranty against manufacturing defects.
Who pays return shipping
- Change of mind (wrong length ordered, no longer needed): return shipping is paid by the customer. Original shipping charges are non-refundable.
- Our fault (defective, damaged in transit, or wrong item shipped): we cover return shipping, or we may ask you to keep the item and send a replacement at no cost. For low-value items we usually ship a replacement directly — no return needed.
No restocking fee is charged.
Damaged, defective, or wrong items
Please inspect your order on arrival. If anything is defective, damaged in transit, or not what you ordered, contact us within 7 days of delivery with photos. We will arrange a replacement or a full refund, including shipping.
Refunds
Once your return arrives and passes inspection, we email you to confirm approval. Approved refunds are issued to your original payment method within 10 business days of approval. Your bank or card issuer may need additional time to post the credit. If more than 15 business days have passed since approval, contact us at sunkeel@gmail.com and we will chase it with the payment provider.
We cannot refund:
- Items returned without authorisation
- Items damaged by misuse, incorrect installation, or modification
- Items returned after the 30-day window
Exchanges
The fastest way to exchange an item is to return the original (once approved) and place a new order for the item you need — this avoids waiting for the return to travel back to us before the replacement ships. If the exchange is due to our error, we ship the replacement immediately and cover shipping both ways.
Warranty — 24 months
All DiLiVing cables and adapters carry a 24-month warranty from the date of delivery against manufacturing defects.
What is covered
- Broken or intermittent conductors
- Connector failure under normal use
- Signal integrity faults present from manufacture (link training failures, dropped drives, errors under load)
- Incorrect pinout or wiring on a standard part number
What is not covered
- Physical damage from force, drops, or incorrect insertion
- Cuts, kinks, or modifications to the cable
- Damage caused by faulty power, lightning, or electrical surges
- Damage from improper installation, wrong port type, or use outside the published specification
- Normal cosmetic wear
- Products not purchased from diliving.net
How to claim
Email sunkeel@gmail.com with your order number, a description of the fault, photos or a short video of the connector and cable, and — where relevant — the server, motherboard, or RAID controller model you are using. Most claims are resolved within 2 business days.
For verified warranty claims within the warranty period we ship the replacement at our cost. If the same item is unavailable, we offer an equivalent product or a full refund.
Limitation of liability
Our liability under this policy is limited to the purchase price of the product. We are not liable for indirect or consequential losses, including lost data, lost profit, or business interruption. We recommend keeping a spare cable on hand for production systems.
European Union — 14-day right of withdrawal
If you are a consumer in the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. The item must be in the same condition as received, with original packaging and proof of purchase. To exercise this right, email sunkeel@gmail.com. Return shipping for withdrawal is paid by the customer unless the item is faulty.
This right is separate from, and does not limit, our 30-day return policy or 24-month warranty.
Questions
Any question about returns, warranty, or compatibility: sunkeel@gmail.com. We reply within 1 business day, Monday to Friday.