Refund Policy

Overview

We want you to be happy with DUO CLAY. If something is not right with your order, please review the return, exchange, and refund terms below.

7-Day Return Window

You may request a return or exchange within 7 days of receiving your order, subject to the following conditions:

• The product must be unused, undamaged, and returned in its original condition.
• Original packaging, inserts, and proof of purchase should be included where available.
• Returns may be refused for items that are broken after delivery, altered, incomplete, or not in resellable condition.

Refunds

Once the returned item is received and inspected, we will inform you whether the refund is approved.

If approved, refunds are typically processed within 3 to 7 working days through the original payment method or bank transfer for eligible COD orders.

Shipping charges are non-refundable unless the wrong item was sent or the product arrived damaged because of our error.

Exchanges

We offer exchanges for defective, damaged, or incorrectly delivered items, subject to stock availability.

If the same item is unavailable, we may offer a replacement, store adjustment, or refund depending on the situation.

Return Process

1. 1Contact us by WhatsApp or email with your order number, city, and reason for the return request.
2. 2Our support team will confirm eligibility and guide you through the next steps.
3. 3You may be asked to share photos or videos of the item and packaging before approval.
4. 4Once approved, the product may need to be sent back through a courier service or arranged pickup where available.
5. 5After inspection, we will process the refund or dispatch the approved replacement.

Non-Returnable Situations

• Change-of-mind returns after the 7-day window.
• Items damaged because of misuse, mishandling, or improper storage after delivery.
• Bulk or promotional orders marked as final sale, if clearly communicated at checkout.