Return Window

Eligible products may be returned within 30 calendar days after confirmed delivery.

Return Eligibility

To qualify for a standard return, an item should generally:

• Be unused and in its original condition.
• Include its original parts and accessories.
• Include original packaging where reasonably possible.
• Be accompanied by valid proof of purchase or relevant order information.

How to Request a Return

Before returning an item, contact service@duwenauu.com.

Please provide:

• Your order number.
• The item you wish to return.
• The reason for the return.
• Photos or videos where relevant.

Return Address

After your return request has been reviewed and approved, our customer support team will provide the appropriate return warehouse address and return instructions.

Return Shipping Costs

Preference-based returns: If an eligible product is returned because of a change of mind, preference, or another reason not caused by a product or fulfillment problem, the customer is generally responsible for return shipping costs.

Damaged, defective, incorrect, incomplete, or materially misdescribed items: If the problem is attributable to the product or our fulfillment process, we will provide an appropriate replacement, refund, or return solution without requiring the customer to bear additional costs resulting from that error.

Return Inspection

Returned items may be inspected after receipt to verify that the applicable return requirements have been satisfied.

Refund Timing

Once an approved returned item has been received and inspected, eligible refunds are issued to the original payment method.

Our refund processing generally takes 5–10 business days. Your bank or payment provider may require additional time before the refund appears in your account.

Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives damaged, defective, incorrect, incomplete, or materially different from the product description, please contact us as soon as reasonably possible.

Provide your order number together with supporting photographs or videos where appropriate.

After reviewing the issue, we will provide a reasonable solution such as a replacement, refund, or return arrangement based on the circumstances.

Order Cancellation

If you wish to cancel an order, contact service@duwenauu.com promptly.

We will make a reasonable effort to process cancellation requests received before fulfillment begins. Cancellation cannot be guaranteed once fulfillment or shipment has started.

No cancellation fee is charged for an order that is successfully canceled before fulfillment.