Return Policy
30-Day Return Policy
Our commitment to satisfaction allows for returns within 30 days of receiving your item. To qualify for a return, items must be in the same condition as received: unworn, unused, with tags, and in original packaging, accompanied by the receipt or proof of purchase.
Initiating a Return
To initiate a return, please contact us at support@duraluxe.co. Customers are responsible for the cost of return shipping. Upon acceptance, we will provide detailed instructions for the return shipment. Returns without prior request will not be accepted. If there are any issues with the product, customers are required to send a video of the issue for our review to validate eligibility for a refund. Please note, we do not cover the cost of return shipping labels.
Damages and Issues
Upon receiving your order, please inspect it immediately. If you find any defects, damages, or incorrect items, contact us right away so we can evaluate and rectify the issue. Please provide a video of the defect or damage to support your claim.
Non-returnable Items
We cannot accept returns on perishable goods, custom products, personal care goods, hazardous materials, flammable liquids, or gases. Returns on sale items or gift cards are also not accepted. For questions about specific items, please contact us.
Exchanges
We do not offer exchanges on opened or used items due to the nature of the product and hygiene concerns. Exchanges are only possible for unopened items. To exchange an item, return the original unopened item, and once accepted, place a new order for the desired item.
Refunds
We will notify you upon receiving and inspecting your return. If approved, refunds are processed to the original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.
Order Cancellations and Modifications
Orders cannot be cancelled more than 15 minutes after placement. Ensure the accuracy of your shipping address, as changes cannot be made once the order is processed. Address changes are possible until a tracking number is assigned. Size or color changes are not feasible post-order; a new order must be placed after canceling the original within the 15-minute window.
Returns for Hygiene Reasons
Only items in their original packaging and condition are eligible for return, in adherence to our hygiene standards.
Damaged Orders
For damaged items, please send photos and videos to our email. We will replace damaged items free of charge.
Lost in Transit and Stolen Packages
If your package is lost in transit or stolen, please contact us at support@duraluxe.co within 30 days of the expected delivery date. We will offer a free replacement or a refund after investigating and confirming the loss for customers with insured shipping. Please provide any necessary proof, such as a report from the shipping carrier or a police report for stolen packages.
Customs, Duties, and Taxes
DuraLuxe Blanket is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). However, since our product is a blanket, 99% of cases have no customs charges.
Shipping Labels for Returns and Refunds
Please note that we do not provide shipping labels for returns or refunds. Customers are responsible for the cost of return shipping.
Steps for Refunds
As part of our refund policy, we kindly ask you to follow these steps:
- Provide specific details about the issues you encountered with the products.
- Share a video of the product explaining the issue.
- Give a short explanation of how you expected the product to be.
Your insights will be invaluable for our team to address these concerns and enhance the quality of our offerings. Please ensure to include a video of the issue for our review, as this is now a requirement for validating eligibility for a refund. We have implemented this measure due to instances of misuse of our policy.
Once we receive your feedback, we will promptly initiate the return process. We aim to make this as hassle-free as possible for you. Your decision to make a purchase with us is greatly appreciated, and we regret that the experience did not live up to your expectations. Your insights will be instrumental in helping us improve our products and services.
We appreciate your understanding and adherence to our policy, designed to ensure a smooth and satisfactory experience with DuraLuxe Blanket. For any further assistance, please reach out to support@duraluxe.co.