Return Policy
Return & Refund Policy
Return conditions and refund information for purchases made through duwenauu.com.
1. Return window
A return may be requested within 30 calendar days after confirmed delivery. Authorization is required before anything is sent back; unauthorized packages may be delayed, refused, or returned.
2. Eligibility
Preference-based returns may only be handled as reasonably needed for evaluation. Products must be clean, complete, undamaged, and returned with included components, accessories, instructions, original packaging, and proof of purchase from duwenauu.com. Returns may be declined or reasonably reduced where permitted by law for misuse, accidental damage, unauthorized changes, excessive wear, missing parts, contamination, or use contrary to instructions.
3. Non-returnable items
Gift cards, digital items, personalized or custom products, opened hygiene-sensitive consumables where applicable, final-sale items, and products not purchased directly from duwenauu.com are excluded unless applicable law requires otherwise.
4. Damaged, defective, or incorrect orders
Contact us within 7 days of delivery when reasonably possible and provide the order number plus clear product, packaging, and shipping-label photos. After review, an appropriate remedy may include parts, replacement, authorized return, or refund.
5. Return shipping and refunds
Customers pay trackable return shipping for preference-based returns. Duwenauuโข covers reasonable authorized return shipping for confirmed damage, defects, or shipping errors. Approved eligible returns have no separate restocking fee. Original expedited shipping is not refundable unless required by law or caused by our error.
Authorized returns are targeted for inspection within 5 business days after receipt. Approved refunds go to the original payment method; financial institutions may need another 3โ10 business days.
6. Exchanges and cancellations
Exchanges depend on inventory. If unavailable, complete an authorized return and place a new order; price differences apply. Contact us promptly for cancellations or changes, although changes cannot be guaranteed after payment review, warehouse processing, or shipment.