Refund policy

 


Return & Exchange Policy

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DUVERA



At DUVERA, we take pride in delivering premium products with exceptional service. If for any reason your purchase does not meet expectations, we offer a discreet and structured return process.



Return Eligibility



Returns are accepted within 14 days of confirmed delivery. To qualify for a return:


  • The item must be in its original, unused condition.
  • All original packaging, branded case, cloth, tags, and accessories must be included.
  • Products must not show signs of wear, alteration, or damage.



All returns require prior authorization from DUVERA Client Services. Unauthorized returns may be refused.


To initiate a return, please email info@duvera.us with your order number and reason for the return. Our team will respond within 1–2 business days.



Exchanges



We are pleased to offer exchanges for eligible items, subject to product availability. The original item must first be returned and approved under the same return conditions.



Non-Returnable Items



For hygiene and quality assurance purposes, any item that is used, worn, or returned without its original packaging and accessories will not be eligible for return or exchange.



Return Shipping Responsibility



The cost of return shipping is the responsibility of the customer, unless the product received was defective or incorrect due to an error on our part.


 

Late or Missing Refunds

 

 

 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company—it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at info@duvera.us


Exchanges fall under the same 14-day policy that applies to returns. Please follow the instructions listed above if you wish to exchange for a different style.


 

 

Unclaimed Packages & Failed Deliveries


If a customer fails to receive their package due to an incorrect address, refusal to accept delivery, or failure to pick up the parcel from the local post office within the carrier’s holding period, we reserve the right to deny a full refund. In such cases, shipping fees and a restocking fee (if applicable) may be deducted, or the refund may be declined entirely if the package is not returned or arrives damaged.

 

 


Damaged or Defective Items


 

In the rare event your item arrives damaged or with a defect:


  • You must notify DUVERA within 48 hours of delivery.
  • You are required to provide both photos and a video clearly showing the issue, including the product, packaging, and shipping label.
  • Email your documentation to info@duvera.us with your order number.



Once verified, we will issue a prepaid return label and offer a full replacement or refund, at no cost to you.


Claims without visual evidence or submitted beyond 48 hours may not be honored

 

 

 


Refund Policy




At DUVERA, every product is inspected with care. However, if a refund is approved under our return or defect policy, the following terms apply:



Refund Approval



Once your return is received and inspected:


  • You will receive an email confirming the outcome of the inspection.
  • If the return meets all conditions, a refund will be issued to your original payment method.
  • The refund process may take 10-14 business days, depending on your bank or card provider.




Refund Conditions



  • Shipping charges are non-refundable, unless the return is due to a verified defect or shipping error.
  • DUVERA reserves the right to deny a refund if the returned item does not meet our return standards (e.g. used, damaged, missing accessories).
  • Refunds can only be issued after the product is physically received and assessed by our fulfillment team.




Partial Refunds 



In rare cases, partial refunds may be issued if:


  • The item is returned with missing components (e.g., branded case or cleaning cloth).
  • The product shows signs of handling, wear, or damage not previously reported.




Refund Confirmation



Once the refund is processed, you will receive an email confirmation. Please allow additional time for the amount to reflect on your statement, depending on your financial institution.