Refund policy

 

RETURNS & REFUNDS

We strive to deliver you the best in quality and value. For any reason, you are not satisfied with your order, we are happy to take back the product and issue you a full refund of your purchase within 30 days of delivery of the last item in the order; the window extends to weekends and holidays.

1. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer, will not be eligible for a refund.
2. For situations such as when the customer purchased the wrong product, it doesn't fit, or they no longer want the item, the customer is responsible for the return postage cost.
3. For the defective products, we'll accept the return at no cost.
4. You can place your return request here: Request a Return or by emailing support@duostones.com with a detailed reason for return and pictures or a video of the product that supports your reason. Upon approval, we'll send you the address of the closest warehouse where you can mail the product you would like to return.
5. To assure your refund, please use the trackable mail service; we will not be responsible for lost or missing packages.
6. Upon receipt of your package, your products will be examined, and a full refund will be issued to your original method of payment. 

LATE OR MISSING REFUNDS

Please understand that we issue refunds as soon as your product examination is completed - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been returned to the card. If you’ve done all of this and you still have not received your refund yet, please contact us.

How long does delivery take?

All orders are shipped within 1-3 business days.  If your order hasn’t arrived within the estimated delivery times, please contact our support team at support@duostones.com

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

Can you provide me with a tracking number?

All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.

I've entered the wrong shipping address. Can I change it?

If this happens to you, email us as soon as possible, and we might be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and shipped out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.

We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically processes orders and just follows what you supplied.

Can I cancel my order after it has been placed?

Unfortunately, we’re unable to cancel an order once it has been fulfilled and/or shipped. If you send us your cancellation request before the order is fulfilled, we’ll be happy to cancel it at no additional cost.

For any queries, you can contact us.

Contact Information