Return & Refund Policy

Last Updated: September 28, 2026

At Duravex, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, we offer a 30-day return and exchange period for eligible products.

1. 30-Day Return & Exchange Period

You may request a return or exchange within 30 days of the date your order is delivered.

To be eligible for a return or exchange, the item must:

• Be unused and in its original condition.

• Be in the original packaging, where applicable.

• Include all accessories, parts, manuals, and other items originally included with the order.

• Not be damaged due to misuse, improper installation, modification, or normal wear and tear.

Certain products may not be eligible for return if they are clearly identified as non-returnable on the product page.

2. Free Returns and Exchanges

Eligible returns and exchanges are provided without a restocking fee.

If the return is due to a defective, damaged, incorrect, or incomplete item, Duravex will provide appropriate return instructions and cover reasonable return shipping costs.

For other eligible returns, please contact our customer service team before sending the product back. We will provide return instructions based on your order and location.

Please do not send products to the return address without first contacting us.

3. Damaged or Incorrect Items

Please inspect your order when you receive it.

If your order arrives damaged, defective, incomplete, or you receive the wrong product, contact us within 7 days of delivery and provide:

• Your order number

• A description of the issue

• Clear photographs of the product and packaging

• Any other information reasonably required to verify the issue

After reviewing the information, we may offer a replacement, exchange, repair, or refund, depending on the circumstances.

4. How to Request a Return

To request a return or exchange, contact us at:

Email: PhyllisAspen4281@outlook.com

Please include:

• Order number

• Name used when placing the order

• Reason for the return or exchange

• Photos or other supporting information when applicable

Our customer service team will provide the next steps.

5. Refund Processing

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method.

Depending on your payment provider or financial institution, it may take additional business days for the refunded amount to appear in your account.

Shopify Payments notes that, after a refund is initiated, the customer's bank may require additional processing time before the funds are received.

6. Exchanges

If you would like to exchange an eligible product for another available item, please contact us within the 30-day return period.

Exchange availability depends on product availability. If the requested replacement is unavailable, we may offer a refund or another appropriate solution.

7. Non-Returnable Situations

A return may be declined if the product:

• Has been used beyond reasonable inspection.

• Has been intentionally damaged.

• Has been modified or altered.

• Is missing essential components or accessories.

• Shows damage caused by improper use, installation, or maintenance.

• Is returned outside the applicable return period.

These restrictions do not affect any mandatory consumer rights that apply under applicable law.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to cancel an order before it enters the fulfillment or shipping process. Once an order has been shipped or fulfillment has begun, cancellation may no longer be possible and the order may need to be handled through our return process.

9. Contact Us

For questions regarding returns, exchanges, or refunds, please contact:

Duravex
Email: PhyllisAspen4281@outlook.com

We aim to respond to customer inquiries as soon as reasonably possible.

Important: Nothing in this policy limits any mandatory consumer rights provided by applicable law.