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This policy covers products purchased directly through DUÉRA’s official website. Purchases made through another seller follow that seller’s policy.

Cancellation requests are reviewed according to the order’s processing and dispatch status. Keep your order reference and payment details available when requesting help.

You may raise an issue if an item arrives damaged, differs from the confirmed order, remains undelivered after investigation, or if a payment was duplicated or made in error. Include evidence of the issue when requesting a review.

A return may be declined if the item was worn, washed, or damaged after delivery, or original tags were removed without a product fault. A change of mind after dispatch or a delivery issue caused only by an incorrect address may need separate review. Any applicable customer rights still apply.

Keep your order number, a short explanation, proof of payment, and photos of the item and packaging if it arrived damaged or incorrect. These details help explain a cancellation, return, or refund question.

The result of a review and the expected refund timeline depend on the circumstances of the request. The time required to return funds also depends on the payment provider and receiving bank.

When supported by the payment provider, an approved refund can return through the original payment method. Otherwise, another traceable method may be arranged. Never share card credentials in a refund request.

Applicable shipping and transaction fees are reviewed with each request. The amount eligible for refund is confirmed after the reason for the request has been assessed.

Browse the homepage FAQ for related information about shopping, sizing, delivery, and returns.