Refund policy

RETURN & PACKAGES LOST OR DAMAGED IN TRANSIT POLICY

This Return governs the terms and procedures related to returns, packages lost, and packages damaged in transit for The Dua Brand ("The Dua Brand," "we," "us," or "our"). By utilizing our products and services, you acknowledge and agree to adhere to the terms outlined in this Policy. Please read this Policy carefully before making any purchases.

Return Policy:

  1. Refunds and Exchanges: 

    The Dua Brand, like many fragrance companies and distributors, does NOT accept returns of any kind for refund or exchange.

    Once a product has been delivered and opened, it cannot be resold by The Dua Brand as we do not sell used items. 

  2. Quality Assurance: We stand behind the unsurpassed quality of our ingredients and due to the highly subjective nature of smell, we cannot offer exchanges or refunds for fragrances that you dislike. 
  3. Reselling Option: If you are interested in reselling or swapping your item(s) with other Dua customers, please join our Facebook group designed for these types of customer-to-customer transactions. https://www.facebook.com/groups/resellswapduafragrances 

Route Package Protection and Packages Lost/Damaged/Stolen 

  • The Dua Brand is proud to announce our partnership with Route Package Protection to assist our customers with package delivery issues. 
  • If you purchased Route Package Protection for your order, please file a claim directly with Route to resolve issues related to being lost/damaged in transit or stolen if photographic proof of delivery is provided by the carrier. 
  • For information on how to file a claim, please use the link below. 
  • https://shoppers.help.route.com/hc/en-us/articles/6027109569943-How-to-file-a-claim 
  • Orders that are placed WITHOUT Route package protection purchased will not be replaced, refunded, or given store credit if the package is damaged, lost, or stolen. 
  • Please be aware that Route Package Protection only offers replacement or Store Credit as resolution to package issues. 
  • Packages shipped via UPS or FedEx that DO NOT have Route protection added at checkout may be replaced upon claim approval by the carrier. 
  • Orders with claims that are NOT approved will NOT be replaced, and the claims process can take several weeks to complete. 
  • FedEx claims take up to 14 days, while UPS claims can take up to 60. 
  • Claim submissions with FedEx and UPS are limited to a 60-day window, and any issues reported outside of this timeframe are not eligible for claim submission and therefore will not be replaced. 
  • Orders shipped via USPS are NOT covered under any kind of inherent insurance and will not have claims filed with the Postal Service. 
  • Products that arrived damaged inside, but the packaging is not visibly damaged on the outside, can be submitted to support@theduabrand.com for review and resolution. 
  • If your package is missing items, please send photos of EVERYTHING you received including: the shipping packaging, your original packing slip, and all items received. 
  • To expedite assistance with missing items, please provide the aforementioned items as attachments to your original email and be sure to reference your order number in the subject line. 
  • Customers not covered by Route Package Protection have 7 days from the date of receipt to report any/all issues with their order to be considered for replacement or store credit. 

Legal Notice and Jurisdiction

  • This website operates under the laws of the United States, including allowances for comparative advertising and nominative fair use.
  • The Dua Brand does not offer sales or shipping to customers in the European Union (EU) or the United Kingdom (UK).
  • References to other brands are made solely for the purposes of comparison and description. All trademarks are the property of their respective owners.
  • The Dua Brand is not affiliated with or endorsed by any of the brands mentioned on this website.

Contact Information:

For any questions, concerns, or inquiries regarding our Return & Packages Lost or Damaged in Transit Policy, please reach out to us at support@theduabrand.com.

Last updated: 15/08/2023