RETURN & EXCHANGE

We hope you love your items as much as we do. However, if you need to make a return or exchange for any reason, please review the following guidelines:

ELIGIBILITY FOR RETURN & EXCHANGE

To request a return or exchange, the following conditions apply:

  • Timeframe: Return or exchange requests must be initiated within 14 calendar days, starting from the day your order is delivered (the delivery date counts as Day 1).
    For example: If your order is delivered on August 1st, the last day to return the item is August 14th.
    The return package must be handed over to a courier no later than Day 14, and a dated drop-off receipt must be provided as proof.
  • Product Condition: Items must be unused, in their original packaging, with all tags attached, and free from stains, damage, or signs of wear.
    Returned items will be inspected upon receipt. Products showing signs of use, alteration, or damage not reported prior to return will not be accepted for exchange or return.
  • Proof of Purchase: A copy of the original order confirmation email or receipt must be included.
  • Tracking information: Return shipments must be sent via a trackable courier, with tracking details shared upon dispatch.
  • Documentation: Photo or videos of the item showing its condition are required. Clear photographs or video of the item are required to verify its condition. While optional, unboxing documentation is encouraged to support any claims.

HOW TO RETURN OR EXCHANGE

To begin the return process, please email contact@studio-dua.com with the following:

  • Your full name and order number
  • Supporting images or videos
  • Confirmation that the item meets all return conditions.
    If approved, we will provide return instructions. Please note return shipping costs are the responsibility of the customer.

INCORRECT, FAULTY, OR DAMAGED ITEMS

If you receive an incorrect, faulty, or damaged item:

  • Contact us immediately at contact@studio-dua.com with your order number and photos/videos showing the issue.
  • Unboxing videos/photos are highly recommended to expedite the claim process.
  • Once verified, we will offer a replacement or issue store credit.

IMPORTANT NOTES

  • International Returns: Shipping fees, customs duties, or import taxes incurred during the return process are not covered by Studio Dua.
    Customers are fully responsible for ensuring that all return shipments are prepaid and correctly declared.
    Returns sent as “Freight Collect”, “Cash on Delivery”, or with unpaid import charges will not be accepted.
    We reserve the right to request proof of payment for any shipping or customs fees related to your return.
  • Return Window: Returns or exchanges cannot be accepted after the 14-day period from delivery has passed.If the return was not posted by Day 14, the return will be declined.
  • Change of Mind: Returns based on change of mind are not accepted.
  • Final Sale Items: Items marked as final sale or purchased at a discount are not eligible for return or exchange.

REFUNDS & COMPENSATIONS

Studio Dua does not offer monetary refunds for change-of-mind returns.
Approved returns for non-faulty items will be issued as store credit.

In the case of verified product faults, damage in transit, or incorrect items, customers may choose between:

  • A replacement (subject to availability), or
  • A monetary refund to the original payment method

Store credit is valid for 12 months from the date of issue and will be sent via email.
Refunds or store credit are processed within 5–7 business days after return approval.