Returns

A. All sales are final. If for any reason you are not satisfied with your order you can request a return here. All returns must be authorised by us before sending merchandise back. A return must be requested within 14 days of receiving your order. After a return is requested and accepted, the return must be shipped back to us within 14 days. The order number must be clearly written on the outside or contain your order number inside the package. Returns should be shipped with a traceable carrier as we are not responsible for delayed or lost packages. We may refuse a refund request, if we find evidence of fraud, refund abuse, or other manipulative behaviour. Any returns received without an order number, that do not comply with the above, or that for any other reason Duance & Co. deems unacceptable may be denied at the discretion of Duance & Co. To qualify for a return, your item must be unused, in its original packaging with the attached tag. 

B. Once your return is approved, we will provide you with instructions on how and where to send the package. Please note that we cannot accept items sent back to us without prior return authorisation, return postage may be the responsibility of the customer, depending on the return situation.

C. Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Duance & Co. box and delivery package, including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way.

D. All returns will be subject to strict Quality Control ("QC") by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable exchange

 

E. You must keep a proof of return shipment and we accept no liability in the event that such proof cannot be produced. Notwithstanding anything to the contrary, this section shall not apply towards any customised products.

 

To initiate a return, please visit: https://duanceandco.com/pages/contact

Damage issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Merchandise showing any sign of use will not be accepted and will be sent back to the customer.

Refunds

Original shipping fees and tax and customs of the return are not refundable. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 

Refunds will be issued after we receive and inspect your return.

We will inform you about the approval of your refund. If approved, the refund will be automatically processed to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund.

Pre-order Policy

In the event we introduce a pre-order opportunity, it shall be publicly available to all. You may cancel your pre-order at your discretion by contacting us. However, please be advised that cancellations may incur a cancellation fee of 2.5% (Unless stated otherwise) due to Inventory management, Opportunity and logistics coordination costs. Kindly note that the shipping dates are estimates and are subject to change due to unforeseen circumstances.

• Release dates are subject to change, possible delays, and cancellations. If we are unable to stock/fulfil an item, we will issue a full refund for that item.

 

Fraudulent Order Policy:

To safeguard our community, we implement various detection and prevention measures. These include:

• Verification processes for orders.
• Advanced fraud detection software that flags unusual activity.
• Regular audits and reviews of transactions.

For your security, you may be required to undergo additional verification. This could involve:

• Confirmation emails requiring your response.
• Phone verification for high-value or suspicious orders.
• If we do not hear back from you within 2 business days, we'll be forced to cancel your order

Order Cancellation and Blacklisting

Suspected fraudulent orders will be cancelled. Those involved in fraudulent activities may face blacklisting and legal action.

Cancellation Fee for Fraudulent Orders

To cover the costs associated with handling and processing suspected fraudulent orders, we may impose a cancellation fee of 2.5%. This fee is designed to:

• Recoup costs related to fraud detection and order processing.
• Deter fraudulent attempts.
• Compensate for potential lost business opportunities. This fee will be clearly communicated and only applied in accordance with our terms and conditions, ensuring compliance with applicable laws.
  
  

 

Unclaimed Packages

• If a package remains unclaimed and is returned to us, we will promptly notify you via email. In this notification, we will offer to reship the item at no additional cost to you. Please respond to this email within 24 hours if you wish for us to reship your item. If we do not receive a response from you within this timeframe, you will be considered to have forfeited the item. Consequently, we will process a refund for your order and relist the item for sale. Please note, a shipping label fee of $20 and a restocking fee equivalent to 10% of your order amount will be deducted from your refund. These fees cover the costs incurred by us in handling the unclaimed package.

 

We encourage you to monitor your email and respond promptly to ensure smooth processing of your orders and to avoid any unnecessary fees.

 

 

Liability and Disputes

Duance & Co. is not liable for losses from unauthorised or fraudulent transactions. For disputes, please visit: https://duanceandco.com/pages/contact

Acknowledgement

By placing an order, you agree to have read and understood this policy.