Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You’ll also need your receipt or proof of purchase.

To start a return, please contact us at hello@duiduistudio.com before sending anything back. Items sent back without first contacting us may not be accepted.

For eligible change-of-mind returns, the customer is responsible for the return shipping costs. We do not charge a return handling or restocking fee.

Please contact us at hello@duiduistudio.com for return instructions and the appropriate return address. Do not send your return to an address provided elsewhere on our website unless we have confirmed it with you.

Damages and issues

Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item.

Please include your order number and, where applicable, photos of the product and packaging so that we can assess the issue and provide an appropriate solution.

If your item is defective, damaged in transit, or incorrect, we will work with you to arrange an appropriate remedy. Where applicable, we will cover reasonable return shipping costs.

Exceptions / non-returnable items

For hygiene, safety, and product-use reasons, we cannot accept change-of-mind returns for products that have been used, chewed, scratched, washed, damaged, or otherwise used by a pet.

We also cannot accept returns for products that have been altered or damaged through improper use after delivery.

This does not affect your statutory rights if a product is faulty, damaged, or not as described.

Exchanges

We do not offer direct exchanges at this time.

If you would like a different product, the fastest option is to return the eligible unused item and place a new order for the product you want.

European Union 14-day cooling-off period

If your order is delivered to the European Union, you may have the right to cancel your order within 14 days of receiving the goods without giving a reason, in accordance with applicable consumer protection laws.

Where this right applies, the product must be returned in accordance with the applicable legal requirements. This right does not affect any additional rights you may have under applicable consumer law.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and post the refund.

For eligible change-of-mind returns, the customer is responsible for return shipping costs, and the original shipping charge may not be refundable where permitted by applicable law.

If more than 15 business days have passed since we approved your refund, please contact us at hello@duiduistudio.com.

If you have any questions about returns or refunds, please contact us at hello@duiduistudio.com.