Refund and Returns Policy

**Return & Refund Policy**

Thank you for choosing durave.com for your shopping needs. Your satisfaction is our top priority, and we are committed to providing you with an exceptional shopping experience. Please carefully review our comprehensive Return & Refund Policy to ensure you are well-informed about our procedures.

1. Returns – Eligibility Criteria

1. General Eligibility:

• Returns are accepted within 7 days from the date of purchase.
• To be eligible for a return, the item must be in brand-new, unused, and resalable condition.
• The item must be returned in its original packaging, with all tags, labels, and accessories included.

2. Non-Returnable Items:

• The following items are strictly non-returnable:
  • Perishable Goods: This includes items with a limited shelf life, such as food, flowers, or any product with an expiration date.
  • Personalized or Customized Products: Items that have been personalized or customized specifically for you cannot be returned unless they are defective or damaged upon receipt.
  • Intimate Apparel: For hygiene reasons, intimate apparel such as lingerie, swimwear, and undergarments are non-returnable.
  • Digital Products: Software, digital downloads, and virtual goods are non-returnable once the activation code has been accessed.

3. Damaged or Defective Items:

• Items that are received in a damaged or defective condition are eligible for return, provided that the issue is reported within 24 hours of receiving the product.
• Customers must provide detailed information and clear photographs documenting the damage or defect for swift resolution.

4. Apparel and Footwear:

• Apparel and footwear items must be unworn and free from any signs of use.
• Shoes must be returned in their original shoebox, which should be undamaged and free of markings or labels.

5. Electronics and Technology:

• Electronics and technology products must be returned with all original components, including cables, chargers, and instruction manuals.
• The item’s serial number must match the records to be eligible for a return.

6. High-Value Items:

• For high-value items, additional verification may be required before processing the return. This is to ensure the authenticity and condition of the item.

7. Return Merchandise Authorization (RMA):

• All returns must be initiated through our customer service team, and a valid Return Merchandise Authorization (RMA) number must be obtained before returning the item.
• The RMA number should be clearly marked on the outside of the return package.

8. Exclusions:

• Items purchased during clearance sales, flash sales, or promotions may have different return eligibility. Please check the specific terms associated with such purchases.

Note:

• Failure to meet these eligibility criteria may result in the rejection of the return.
• Customers are responsible for ensuring that the returned item complies with these criteria.

1. Initiating a Return
2. Customer Service Contact:

• To initiate a return, customers can contact our dedicated customer service team via email at [customer_service@durave.com].
• Please provide your order number, details about the item being returned, and the reason for the return.

2. From “My Account” Section:

• For added convenience, eligible items can be returned directly from the customer’s account on our website.
• Log in to your account on https://durave.com/my-account/.
• Navigate to the “Order History” or “My Orders” section.
• Locate the order containing the item you wish to return and select the specific item.
• Follow the on-screen instructions to initiate the return process.

3. Return Merchandise Authorization (RMA) Number:

• A Return Merchandise Authorization (RMA) number is required for all returns.
• Upon contacting customer service or initiating a return from your account, you will be provided with an RMA number.
• Clearly mark the RMA number on the outside of the return package.

4. Return Instructions:

• Include a copy of the original invoice or order confirmation inside the return package.
• Follow the specific return instructions provided by our customer service team or those outlined during the online return initiation process.

5. Packaging:

• Ensure that the item is securely packaged to prevent damage during transit.
• If possible, use the original packaging. If not, use packaging that provides equivalent protection.

6. Return Address:

• Ship the return to the address provided along with the RMA number.
• We recommend using a trackable shipping service and obtaining proof of postage.

7. Return Pickup Option:

• For added convenience, eligible returns can be scheduled for pickup by our courier service within 7 days of the return initiation.
• During the return initiation process, customers can opt for a scheduled pickup, specifying a suitable date and time.

8. Tracking Return Status:

• Once the return is initiated, customers can track the status of their return through the “My Account” section on our website.
• Updates on the return process, including receipt of the item, scheduled pickup, and refund processing, will be communicated via email.

9. Refund Processing:

• Refunds will be processed within 7 days of receiving the returned item.
• Customers will receive an email notification once the refund is processed.

Note:

• Items returned without a valid RMA number may experience delays in processing.
• Customers initiating returns from the account section benefit from a streamlined process with real-time updates.

3. Return Shipping Details
4. Customer Responsible for Return Shipping:

• Customers are responsible for the cost of return shipping unless the return is due to an error on our part or the item is defective.
• For returns initiated due to customer preference, the return shipping cost will be deducted from the refund amount.

2. Return Merchandise Authorization (RMA) Number:

• Obtain a Return Merchandise Authorization (RMA) number before shipping the item back.
• The RMA number ensures a smooth and efficient processing of your return.

3. Secure Packaging:

• Ensure the item is securely packaged to prevent damage during transit.
• If possible, use the original packaging. If not, use packaging that provides equivalent protection.

4. Return Address:

• Ship the return to the address provided along with the RMA number.
• The return address will be communicated during the return initiation process.

5. Trackable Shipping:

• We recommend using a trackable shipping service for your return.
• This allows you to monitor the progress of your return and ensures its safe delivery.

6. Shipping Insurance:

• Consider purchasing shipping insurance, especially for high-value items.
• Shipping insurance provides financial protection in case the item is lost or damaged during transit.

7. Scheduled Pickup Option:

• To enhance convenience, eligible returns can be scheduled for pickup by our courier service.
• During the return initiation process, customers can opt for a scheduled pickup, specifying a suitable date and time within 7 days.

8. Proof of Postage:

• Retain proof of postage and tracking information until the return is processed.
• This documentation is crucial in the event of any issues during the return transit.

9. Return Processing Time:

• Allow for reasonable processing time once the return package is shipped.
• Refunds will be processed within 7 working days of receiving the returned item.

10. Communication on Return Status:

• Track the status of your return through the “My Account” section on our website.
• Receive email updates on the return process, including receipt of the item, scheduled pickup (if applicable), and refund processing.

Note:

• Returns without a valid RMA number may experience delays in processing.
• Customers have the option to choose between standard return shipping or scheduled pickup for added flexibility.
• We recommend reaching out to our customer service team if you encounter any issues or require assistance during the return shipping process

4. Inspection and Processing
5. Return Receipt Confirmation:

• Upon receiving your return package, we will send you an email to confirm the receipt of the item.
• This email will acknowledge that your return has been physically received at our facility.

2. Initial Inspection:

• Our team will conduct an initial inspection of the returned item to ensure it meets the return eligibility criteria.
• This includes checking for any signs of wear, damage, or missing components.

3. Verification of Return Merchandise Authorization (RMA) Number:

• The RMA number provided during the return initiation process will be verified to ensure accuracy and proper tracking of the return.

4. High-Value Item Verification:

• For high-value items, additional verification steps may be taken to authenticate the product, matching it with the records.

5. Communication on Inspection Outcome:

• If the item passes the inspection, you will receive an email notification confirming that the return has been approved.
• This email will outline the details of the approved return and provide information on the next steps in the refund process.

6. Rejection and Communication:

• If the item does not meet the return eligibility criteria, you will be notified via email, providing detailed information on the reason for rejection.
• Common reasons for rejection may include signs of use, missing tags, or damage not covered by our return policy.

7. Refund Processing:

• Upon successful inspection, the refund process will commence.
• Refunds will be processed within 7 days to the original payment method used during the purchase.

8. Refund Confirmation:

• You will receive an email confirmation once the refund has been processed, indicating the refunded amount and any deductions if applicable.

9. Store Credit Option:

• In some cases, customers may choose to receive the refund in the form of store credit instead of the original payment method. This option will be communicated during the return process.

10. Continuous Communication:

• Throughout the inspection and processing stages, you can track the status of your return through the “My Account” section on our website.
• Email updates will be sent at each critical stage, ensuring you are informed about the progress of your return.

Note:

• The inspection process is designed to maintain the quality of our products and adhere to our return policy.
• Transparent communication is maintained at every step to keep you informed about the status of your return.
• If you have any questions or concerns about the inspection outcome, please contact our customer service team for clarification.

5. Refund Methods

1. Original Payment Method:

• Refunds will be issued to the original payment method used during the purchase.
• If the original payment method is still valid and accessible, the refunded amount will be credited back to that account.

2. Refund Timing:

• Refunds will be processed within 7 days of the approval of the return and successful completion of the inspection process.
• The actual time for the refund to reflect in your account may vary depending on your financial institution.

3. Credit Card Refunds:

• For purchases made using a credit card, the refunded amount will appear on your credit card statement.
• The timing of the refund posting on your statement is subject to the policies of your credit card issuer.

4. Debit Card Refunds:

• If the original payment method was a debit card, the refunded amount will be credited back to the associated bank account.
• The timing of the refund appearing in your bank account is subject to the policies of your bank.

5. Store Credit Option:

• In certain cases, customers may opt to receive the refund in the form of store credit instead of the original payment method.
• This option may be presented during the return process, and if selected, the store credit will be made available for use on our website.

7. Communication on Refund Completion:

• Once the refund has been processed, you will receive an email confirmation.
• This email will detail the refunded amount, the original payment method used, and any additional information relevant to the refund.

8. Continuous Communication:

• Throughout the refund process, you can track the status of your return through the “My Account” section on our website.
• Email updates will be sent at each critical stage, ensuring you are informed about the progress of your refund.

Note:

• The timing of the refund appearing in your account may vary depending on your financial institution or payment provider.
• If you encounter any issues or discrepancies with the refund, please contact our customer service team for prompt assistance.
• The store credit option provides an alternative for customers who prefer to use the refunded amount for future purchases.

### ** Refund Exceptions

1. Non-Returnable Items:

• Certain items are strictly non-returnable, and refunds will not be issued for these items unless they are defective or damaged upon receipt.
• This includes, but is not limited to, personalized or customized products, perishable goods, intimate apparel, and digital downloads.

2. Perishable Goods:

• Perishable goods, such as food items or flowers, are non-returnable.
• Refunds or replacements may be offered if the perishable item is delivered in a damaged or unsatisfactory condition.

3. Personalized or Customized Products:

• Items that have been personalized or customized according to your specifications are generally non-returnable.
• Exceptions will be made if the product is found to be defective or does not meet the agreed-upon specifications.

4. Digital Downloads:

• Digital products, including software, downloads, and virtual goods, are non-returnable.
• Refunds may be considered in the event of a technical issue or if the product is not as described.

5. Intimate Apparel:

• For hygiene reasons, intimate apparel such as lingerie, swimwear, and undergarments is non-returnable.
• Exceptions may be made if the item is defective or damaged upon receipt.

6. Clearance or Final Sale Items:

• Items marked as clearance or final sale are typically non-returnable and non-refundable.
• Please review the terms associated with these purchases before completing your order.

7. Software Activation:

• Once software is activated or its seal is broken, it becomes non-returnable.
• Refunds may be considered if the software is defective or does not perform as expected.

8. High-Value Items:

• For high-value items, additional verification steps may be taken before processing a refund.
• This is to prevent fraudulent returns and ensure the authenticity of the returned product.

9. Restocking Fee:

• In certain cases, a restocking fee may apply for returns that require substantial processing or repackaging.
• The restocking fee, if applicable, will be communicated during the return initiation process.

10. Failure to Meet Return Criteria:

• If a returned item does not meet the specified return eligibility criteria, a refund may be partially or fully denied.
• This could include items with signs of use, missing tags, or damage not covered by our return policy.

Note:

• Refund exceptions are outlined to ensure fair and transparent practices.
• Customers are encouraged to review product details and return policies before making a purchase to avoid potential refund exceptions.

### ** Exchanges

1. Direct Exchanges:

• We do not facilitate direct exchanges. If you wish to exchange an item for a different size, colour, or variant, please follow the return process outlined below and place a new order for the desired item.

2. Return Process:

• Initiate a return for the item you wish to exchange by contacting our customer service team or initiating the return from the “My Account” section on our website.
• Follow the return instructions provided, including obtaining a Return Merchandise Authorization (RMA) number and shipping the item back to us.

3. Eligibility for Exchange:

• Ensure that the item being returned is eligible for exchange based on our return policy.
• Eligible items for exchange should be in new, unused, and resalable condition, with all original packaging, tags, and accessories intact.

4. Refund or Store Credit:

• Upon receiving the returned item and completing the inspection process, we will issue a refund to the original payment method or provide store credit, depending on your preference.
• You will receive an email confirmation once the refund or store credit is processed.

5. Placing a New Order:

• Once the refund or store credit is issued, you can place a new order for the desired item on our website.
• This ensures a faster processing time for the exchange and allows you to secure the replacement item promptly.

6. Applying Store Credit:

• If you opt for store credit, the credited amount will be available for use on our website during the checkout process.
• Apply the store credit towards the new order to offset the cost.

7. Tracking Return Status:

• Throughout the exchange process, you can track the status of your return through the “My Account” section on our website.
• Email updates will be sent at each critical stage, ensuring you are informed about the progress of your return and subsequent exchange.

8. High-Value Items:

• For high-value items, additional verification steps may be taken before processing the refund or store credit to prevent fraudulent returns.

9. Contacting Customer Service:

• If you have any questions or require assistance during the exchange process, please feel free to contact our customer service team for prompt support.

Note:

• The exchange process outlined above ensures a clear and efficient method for customers to obtain the desired replacement item.
• Placing a new order for the replacement item allows for faster order processing and ensures the availability of the desired variant.

### ** Damaged or Defective Items

1. Reporting the Issue:

• If you receive an item that is damaged or defective, please contact our customer service team within 24 hours of receiving the product.
• Provide detailed information about the issue and include clear photographs that clearly show the damage or defect.

2. Contact Channels:

• Reach out to our customer service team through email at [customer_service@durave.com].
• Clearly communicate your order number, the specific item with the issue, and the nature of the damage or defect.

3. Assessment and Resolution:

• Our customer service team will assess the information provided and may request additional details or images to better understand the issue.
• Depending on the assessment, we will work with you to determine an appropriate resolution, which may include a replacement, refund, or other suitable options.

4. Return Authorization (RMA) for Damaged or Defective Items:

• If a return is necessary, our team will provide a Return Merchandise Authorization (RMA) number specifically for damaged or defective items.
• Clearly mark the RMA number on the outside of the return package.

5. Return Shipping for Damaged or Defective Items:

• Customers will not be responsible for return shipping costs for damaged or defective items.
• We may provide a prepaid shipping label or arrange for a courier service to pick up the item.

6. Replacement or Refund:

• Upon receiving the damaged or defective item, we will promptly assess the condition and provide a replacement or issue a refund based on your preference.
• If a replacement is requested, we will ensure that a new, undamaged item is dispatched to you at the earliest convenience.

7. Communication on Resolution:

• You will receive email updates throughout the process, providing information on the status of your damaged or defective item claim.
• If a refund is issued, you will receive confirmation detailing the refunded amount and the method of refund.

8. Continuous Communication:

• Our team is committed to continuous communication to keep you informed about the resolution process and ensure your satisfaction.

Note:

• It is crucial to report issues with damaged or defective items promptly within 48 hours to facilitate a swift resolution.
• Providing clear photographs and detailed information assists our team in efficiently assessing and resolving the issue.

### **Contact Information**

If you have any questions or concerns about our Return & Refund Policy, please do not hesitate to contact us at:

[Your Company Name]

[Address]

[Email]

[Phone]

This Return & Refund Policy is effective as of 01-01-2024 and may be updated periodically without notice. Please review this policy regularly for any changes.