Refunds and returns, clearly stated.
When you can return a product, what to do if something arrives faulty, and how and when refunds are issued. Prepared with reference to the EU Consumer Rights Directive (2011/83/EU) and accepted international e-commerce practice.
01Introduction
This Refund and Return Policy explains when and how you can return Retail Products purchased from duphouse and how refunds are issued. It applies to purchases made through our website. For OEM/ODM manufacturing projects, quality, non-conformance and deposit terms are governed by the applicable Order Confirmation or sales contract (Section 11).
This Policy is prepared with reference to the EU Consumer Rights Directive (2011/83/EU) and accepted international e-commerce practice. Nothing in it limits mandatory consumer rights under the law of your country of residence.
02EU / UK 14-Day Withdrawal Right
If you are a consumer in the European Union, the United Kingdom or another jurisdiction that grants an equivalent right, you may withdraw from a distance purchase of Retail Products within 14 calendar days of receiving the goods, without giving a reason.
To withdraw, notify us before the period expires. We will refund the price paid and the standard delivery cost within 14 days of receiving the returned goods (or, if earlier, of evidence that you have returned them). You must return the goods within 14 days of notifying us.
03Non-Returnable Items
The withdrawal right and our general return acceptance do not apply to:
- goods made to your specifications or clearly personalized, including all OEM/ODM products (Article 16(c) of the EU Consumer Rights Directive);
- sealed goods that have been unsealed after delivery and are not suitable for return for health or hygiene reasons (for example, certain earrings or eyewear items);
- gift cards and other stored-value products; and
- any product that we state at the time of purchase as non-returnable.
04Faulty, Damaged or Incorrect Items
If you receive a product that is defective, damaged on arrival or not as ordered, contact our customer service team at service@duphouse.com within 14 days of delivery, with your order number, a description and photos. We will arrange repair, replacement or a refund, as appropriate and as required by applicable law. Statutory rights for defective goods are not affected by this Policy.
05Return Conditions
- Goods must be returned in their original condition — unused, with all tags, certificates and packaging — unless they were faulty or damaged on arrival.
- Where the value of goods has diminished because you handled them more than necessary to establish their nature and characteristics, we may make a deduction from the refund, as permitted under applicable law.
- Please include your order number and the return authorization we issued.
06How to Start a Return
- Contact us at service@duphouse.com with your order number and reason for return.
- We will issue a return authorization and instructions, including the return address. Please do not send items back before receiving them.
- Return the goods within 14 days of notifying us (for EU/UK withdrawal) or within the time we state in the return authorization.
07Refunds and Timing
- For EU/UK withdrawal, we refund within 14 days of receiving the returned goods (or, if earlier, of evidence that you have returned them).
- For faulty, damaged or incorrect items, we refund after we confirm the issue; where we arrange a replacement or repair, timing is confirmed with you.
- Refunds are issued to your original payment method and may take a few additional days to appear depending on your bank or card issuer.
- We may withhold the refund until we have received the returned goods, or until you provide evidence of return.
08Exchanges
Where a product is faulty, damaged or not as ordered, we will repair, replace or refund as appropriate. Where you wish to exchange an eligible product (for example, a different size), contact us at service@duphouse.com; exchanges are subject to availability and to the return conditions in Section 5.
09Return Shipping Costs
- EU/UK withdrawal. You bear the direct cost of returning the goods, unless we agree otherwise or applicable law provides otherwise.
- Faulty or incorrect items. We will reimburse reasonable return shipping costs, or provide a prepaid return label where available.
- International returns. We recommend a trackable method; we are not responsible for items lost in return transit unless we arranged the return shipment.
10Warranty Claims
Claims under our quality warranty are handled separately from returns. Within the warranty period stated on the product page or in the warranty documentation, contact us at service@duphouse.com with your order number, a description and photos. We will, at our option, repair, replace or refund the affected product, consistent with applicable consumer law. See our Terms and Conditions (Section 11) for warranty scope and exclusions.
11OEM / ODM Orders
OEM/ODM products are made to your specifications and are not returnable under this Policy. Quality, non-conformance and inspection terms, including any inspection window of [30] days after delivery, are set out in the applicable Order Confirmation or sales contract. Deposits and payment terms follow that contract; refunds of deposits are governed by its terms. Please review the Order Confirmation before production begins.
12Contact Us
Returns, refunds or warranty questions: service@duphouse.com.
General note. This Policy is a general description prepared with reference to the EU Consumer Rights Directive (2011/83/EU) and accepted international e-commerce practice. It does not constitute legal advice and does not limit mandatory consumer rights under the law of your country of residence.