Duomirra Return & Refund Policy
Details the conditions for returning, replacing, or refunding products purchased from Duomirra.
This Return & Refund Policy details the conditions under which products purchased from Duomirra may be returned, replaced, or refunded. By purchasing a product from us, you agree to this policy.
1. General Policy Overview
Our policy for returns and refunds is strictly divided based on the product type: **Non-Customizable** (ready-to-ship) and **Customizable** (made exclusively for you) items.
2. Policy for Non-Customizable Products
Non-customizable, ready-to-ship products are eligible for a return or refund under the following conditions:
- Eligibility Window: The return request must be initiated within 7 calendar days of the delivery date.
- Condition of Item: The product must be unused, undamaged, and in its original, resalable packaging. Any product that shows signs of use, wear, or damage will not be accepted for return or refund.
- Initiating a Return: To request a return for a non-customizable item, please contact our Customer Service team at duomirra@gmail.com with your order number and the reason for the return.
- Refund Processing: Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed, and a credit will automatically be applied to your original method of payment within 10–14 business days.
3. Policy for Customizable Products
ATTENTION: Customizable products are made exclusively for the customer and are NOT eligible for return or refund.
- Customer Responsibility: Customers are strongly encouraged to verify all spelling, names, photos, and other personalization details before confirming the order.
- Errors in Customization: Duomirra is not responsible for errors caused by incorrect information submitted by the customer. A product cannot be returned or refunded if the error is a result of incorrect details provided on the customer’s part.
- Exception (Manufacturing Error): If the customized product arrives with a personalization error that deviates from the confirmed details submitted by the customer, please refer to the Repair & Replacement section below.
4. Repair & Replacement Policy (Defects and Damages)
For products (both customizable and non-customizable) that are defective, malfunctioning, or damaged upon delivery, Duomirra offers repair or replacement:
- Reporting Time: You must contact Duomirra immediately (ideally within **48 hours of delivery**) to report any issues with defective or damaged products.
- Assessment: Our team will assess the issue and provide guidance on repair, replacement, or next steps within 24–48 hours of receiving your report. Clear photographic or video evidence may be required for assessment.
- Electronic Warranty: Electronics (LEDs, adapters, remotes) are covered under a limited warranty for **manufacturing defects only**. This warranty does not cover damage caused by misuse, accidents, tampering, modification, or negligence (as per Section 9, which is implied as general T&Cs not listed here).
- Voided Eligibility: Any misuse, modification, or damage caused by negligence will void the warranty and any eligibility for free repair or replacement.
- Fragile Parts: Duomirra ensures secure packaging; however, we are not responsible for damages to glass, wood, or other fragile parts that occur during shipping or subsequent handling by the customer.
- Cost of Repair/Replacement: Repairs or replacements not caused by manufacturing defects (e.g., customer negligence, accidental damage) may incur additional charges which will be quoted to the customer before proceeding.
5. Shipping Costs for Returns
- Manufacturing Defect/Duomirra Error: If the return is due to a verifiable manufacturing defect or an error on the part of Duomirra, **we will cover the return shipping costs**.
- Customer Change of Mind: For eligible non-customizable products returned due to a customer's change of mind, the **customer will be responsible for all return shipping costs**, and the original shipping fee will not be refunded.
6. Inspection Upon Delivery
Customers are required to inspect the product immediately upon delivery and report any issues, including visible packaging damage, to our customer service team immediately. Failure to report damages promptly may affect your eligibility for a replacement.