Refund policy

Return, Replacement & Refund Policy

Effective Date: September 18, 2026

At DURREVA, we want you to feel confident when shopping with us. Every order is carefully processed and fulfilled through our logistics and fulfillment partners.

This Return, Replacement & Refund Policy explains when a return, replacement, or refund may be available and how to request assistance.

By placing an order with DURREVA, you acknowledge and agree to the terms of this policy, subject always to any rights that cannot legally be excluded under applicable law.

1. Damaged, Faulty, Incorrect or Broken Products

If you receive a product that is:

  • Damaged during delivery

  • Faulty or defective

  • Broken

  • Incorrect or different from what you ordered

please contact us as soon as possible.

For eligible cases, DURREVA may arrange a replacement at no additional cost, subject to verification of the issue and availability of the replacement product.

2. Reporting a Problem

To help us resolve your issue quickly, please contact our customer support team within 30 days from the date of delivery.

For damaged, faulty, broken or incorrect products, we may ask you to provide:

  • Your order number

  • Clear photos of the product and packaging

  • A short video clearly showing the issue

  • Any other information reasonably required to verify the claim

A video may be particularly important for products where the issue cannot be adequately demonstrated through photographs.

Please keep the product, original packaging and accessories until our support team advises you otherwise.

3. Free Replacement Period

Where a product is confirmed to be incorrect, faulty, broken or damaged, a replacement requested within 7 days from delivery will generally be arranged free of charge, subject to eligibility and verification.

Requests made after 7 days may be subject to additional replacement or delivery charges, where permitted by applicable law.

The availability and method of replacement may depend on the product, location and fulfillment requirements.

4. Replacement Procedure

Once your claim has been reviewed and approved, DURREVA may arrange the replacement through its fulfillment and delivery partner.

Depending on the circumstances, you may be asked to:

Option 1 — Return Before Replacement

You may be required to return the affected product in its original packaging, together with its accessories, before the replacement is dispatched.

Once the returned product is received and verified, the replacement will generally be processed within the applicable fulfillment timeframe.

Option 2 — Courier Collection

In some cases, DURREVA may arrange for a courier to collect the affected product while arranging the replacement.

The applicable collection and replacement timeframe will be communicated to you after your claim has been approved.

5. Change of Mind

DURREVA does not generally accept returns or replacements simply because a customer has changed their mind, selected the wrong product, or no longer wants the item, except where a return, cancellation or refund is required under applicable law.

If you believe your order qualifies for a statutory cancellation or return right, please contact us promptly so that we can review your request.

6. Unused and Eligible Returns

Where applicable law provides a cancellation or return right for an unused product, the product should be returned in accordance with the applicable requirements.

Unless otherwise required by law, products that have been used, altered, damaged after delivery, or returned without the required accessories or packaging may not qualify for a discretionary return.

Certain products may also be subject to legal or practical restrictions on return due to their nature, including products that have been opened or used for hygiene or health-related reasons, where permitted by applicable law.

7. Refunds

DURREVA does not provide refunds for ordinary change-of-mind requests unless required by applicable law or expressly approved by DURREVA.

However, if a refund is required under applicable law, or if DURREVA approves a refund after reviewing a particular case, the refund will be processed in accordance with the applicable requirements and the payment method used for the original transaction, where applicable.

Where a refund is approved, the time required for the funds to appear in your account may depend on your payment provider, bank or payment processor.

8. Products That Cannot Be Returned Due to Customer-Caused Damage

A return, replacement or refund may not be available where the problem resulted from:

  • Improper use or misuse

  • Accidental damage caused after delivery

  • Failure to follow the product's instructions

  • Unauthorized modification or alteration

  • Normal wear and tear

  • Damage caused after the product was delivered to the customer

This does not limit any rights the customer may have under applicable law.

9. Product Availability

If an approved replacement is unavailable, DURREVA will communicate the available resolution to the customer.

Depending on the circumstances and applicable law, this may include a replacement with an equivalent product or another appropriate remedy.

10. Shipping and Return Costs

For an approved replacement relating to an incorrect, faulty, broken or damaged product within the applicable free-replacement period, DURREVA will generally arrange the replacement without charging the customer for the replacement itself.

Where a return is required because of a customer-requested return or another situation not caused by DURREVA, the customer may be responsible for applicable return or delivery costs, where permitted by law.

11. How to Request a Return, Replacement or Refund

To request a return, replacement or refund, please contact DURREVA Customer Support at durreva.care@gmail.com.

Order Number:
Customer Name:
Product Name:
Description of the Issue:
Photos/Video:

Our support team will review your request and, where applicable, coordinate with our fulfillment and logistics partners to determine the appropriate next steps.

Please do not send any product back to an address or return it to our fulfillment partner unless DURREVA Customer Support has provided you with specific return instructions.

Once your request has been reviewed, we will inform you of the applicable return, replacement or refund procedure and any required next steps.

DURREVA will remain your primary point of contact throughout the process.

12. Important Notice

This policy is intended to explain DURREVA's standard return, replacement and refund procedures. It does not remove, restrict or replace any mandatory rights or remedies available to consumers under applicable laws and regulations.

Where applicable law provides a customer with rights that differ from this policy, those legal rights will apply.

DURREVA reserves the right to update this policy from time to time. The version published on our website at the time of the customer's purchase will generally apply, subject to any mandatory legal requirements.

Thank you for choosing DURREVA.