Returns & Refund Policy
At Duares, we are committed to providing you with products that help temporarily relieve your pain and improve your quality of life. We believe in the effectiveness of our products, that’s why we are offering a 90-day guarantee. Read 90-day guarantee terms here.
Returns, Refunds, and Exchanges Policies and Common Questions:
WHERE CAN WE REACH YOU?
Our Customer Service (CS) team is always available and will respond within 24 hours. Reach them at:
- Email: support@duares.com
To expedite the process, please make sure to clearly state your order number, your issue/concern, your email, and first and last name when you made the purchase. We will get back to you within 24 hours.
Please also be aware that some companies pose as Duares. If you have ordered some items and we can’t locate the order ID in our system, it’s most likely ordered from a company pretending to be Duares.
FOR FREE REPLACEMENT/EXCHANGE
You have 14 days upon receiving the product to request a FREE replacement for:
- Missing parts from your order.
- You were sent the wrong size or color.
- The item you received is not the one you ordered.
- The product you received is heavily damaged. We may require you to send proof/photo of the item to be qualified for a refund.
Please note: We cannot offer exchanges if you do not like the way that it looks.
FOR REFUNDS
We allow full refunds upon delivery of the item with the following conditions:
- The item has not arrived and it has been in transit for over 21 days. Alternatively we will send you another order completely for free.
If you would like to refund due to other issues, we will need you to ship it to our office. It must be in original condition or we will not credit it. However we will not cover shipping costs due to being a new small business without the infrastructure to support it yet.
We will not take accountability for any customer remorse.
I RECEIVED A DAMAGED ITEM. WHAT SHALL I DO?
If the purchased product is damaged, reach out to us through email within 7 days after the delivery date. Please provide a brief description and video/picture of the damaged product. We will immediately issue a replacement. To expedite the process, please make sure to follow this format when emailing our Customer Support team:
Subject line: Damaged or Defective product
Order No.:
Full name:
Description and photo or preferably a video of the defective product
Contact email address:
MY PRODUCT WAS LOST IN TRANSIT, OR WAS STOLEN.
If you have purchased Porch Pirate Protection to cover theft and products lost during transit, we will immediately issue a replacement. To expedite the process, please make sure to use this format when emailing our customer support team:
Subject line: Stolen, lost in transit order with porch pirate protection
Order No.:
Full name:
Contact email address:
Our CS team will immediately initiate a replacement for you.
MY ORDER WAS LOST IN TRANSIT/STOLEN, AND I DID NOT PURCHASE THE SHIPPING PROTECTION:
We advise you to reach out to your post, local carrier and state what has happened. We cannot guarantee a full refund or replacement for the lost or stolen items.
HOW DO I SHIP BACK THE ITEMS?
For instructions on how to ship the returned products, refer to the email received after placing the return request. *Note: Customers are responsible for shipping their returns back, we do not provide return labels. Please also do not return the product without prior consultation with our team.
WHAT ARE MY REFUND OPTIONS?
The following refund options are supported:
- Refund to the original payment method
- Refund to the store credit (if applicable)
HOW SOON WILL I GET MY REFUND?
As soon as you returned the product and it was inspected by our team, we will send an email about the approval or rejection of your refund request. Items must be in good working condition, and all the manuals and other accessories are included there in.
LATE OR MISSING REFUNDS
If you have not yet received a refund, please follow these steps to resolve the issue:
- Double-check your bank account to ensure that the refund has not been credited yet.
- Contact your credit card company, as it may take some time for the refund to be officially posted.
- Reach out to your bank as there is usually a processing period before the refund is posted.
If you have completed these steps and still haven't received your refund, please feel free to contact us at support@duares.com.
Thank you for choosing Duares. We appreciate your business and look forward to helping you manage your pain and improve your quality of life.
Have questions?
Don’t hesitate to email us at support@duares.com