At Duvety, we are committed to ensuring your satisfaction with every purchase. If you need to return a product or request a refund, please review our policy below to understand the process and eligibility criteria.

1. General Return Policy

• Return Period: You may return most items within 30 days of receiving your order. The item must be unused, in its original packaging, and in the same condition as when you received it.
• Return Process: To initiate a return, please contact our customer service team at support@duvety.store. Provide your order number, the reason for the return, and any relevant details. Our team will guide you through the return process.

2. Return and Refund Scenarios

a. Damaged or Defective Items:

• Process: If you receive a damaged or defective item, please contact us within 7 days of receiving the product. Include photos of the damage or defect along with your order number.
• Resolution: We will provide instructions for returning the damaged or defective item. Upon receiving the returned item, we will issue a full refund or send a replacement, depending on your preference and product availability.

b. Incorrect Item Received:

• Process: If you receive an incorrect item, please contact us within 7 days of receiving the product. Provide details of the incorrect item and your order number.
• Resolution: We will arrange for the return of the incorrect item and send you the correct item at no additional cost. If the correct item is not available, we will issue a full refund.

c. Order Not Received:

• Process: If your order does not arrive within the expected delivery timeframe, please contact us to investigate the issue.
• Resolution: We will track the shipment and provide updates. If the order is confirmed lost, we will offer a replacement or a full refund.

d. Change of Mind or Incorrect Size:

• Process: If you change your mind or order the wrong size, you may return the item within 30 days of receipt. The item must be unused and in its original packaging.
• Resolution: You will be responsible for return shipping costs. Upon receipt and inspection of the returned item, we will issue a refund for the item price, excluding original shipping charges. Exchanges for different sizes or products are subject to availability.

e. Order Cancellation:

• Process: If you wish to cancel an order, please contact us immediately. We can only cancel orders that have not yet been processed or shipped.
• Resolution: If the order is successfully canceled, we will issue a full refund. If the order has already been processed or shipped, you will need to return the item according to our return policy.

3. Refund Process

• Refunds: Once we receive and inspect the returned item, we will process your refund within 7 business days. Refunds will be issued to the original payment method used for the purchase.
• Shipping Costs: Original shipping costs are non refundable, except in cases of damaged, defective, or incorrect items.

4. Return Shipping Costs

• For Damaged, Defective, or Incorrect Items: We will cover the cost of return shipping and provide a prepaid return label.

5. Contact Us

For any questions or to initiate a return or refund request, please contact our customer service team:

Duvety Customer Service
Email: support@duvety.store

Thank you for shopping with Duvety. We are dedicated to ensuring your satisfaction and look forward to assisting you with your return or refund needs.