REFUND & RETURN POLICY

1. Return Period
   We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

2. Return Conditions

   • To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.
   • You’ll also need the receipt or proof of purchase.
   • To start a return, please contact us at duha.service.officiel@gmail.com. We will provide you with the return address by email.
   • If your return is accepted, it is the customer’s responsibility to ship the item back to us. We do not cover return shipping costs, except for returns originating from France.
   • Any items sent back to us without first requesting a return will not be accepted.
   • For hygiene reasons, underwear (including panties) cannot be returned or refunded.

3. Damages and Issues

   • Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and work to make it right.
   • Damaged Items:
     • You may request a return or exchange.
     • As a customer benefit, you can keep the damaged item
     • Refunds for damaged items are not provided.
     • Exchange or Gift Card: You may choose to exchange the damaged item for another product, or receive a gift card instead.

4. Exceptions / Non-Returnable Items

   • Custom Products (like special orders, personalized, or custom-made items—including the Lady Diana collection) are generally not eligible for returns or refunds, except in cases of defects or errors on our part.
   • Sale or Promotional Items: Items purchased on sale or during site-wide promotions (applied automatically, without a promo code) are not returnable or exchangeable.
   • Personal Care Goods (like beauty products), hazardous materials, flammable liquids, or gases are not returnable.
   • If you have questions or concerns about any specific item, please contact us at duha.service.officiel@gmail.com.

5. Exchanges

   • The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
   • For size exchanges, you must return the original item (shipping at your expense). After we receive and inspect it, we will ship the correct size at no additional cost.

6. Return Shipping Costs

   • As an international shipping company, we do not cover return shipping costs except for returns from France.
   • Customers are responsible for sending products back in acceptable condition.
   • Items that do not meet our return standards (e.g., worn, stained, missing tags) will be refused and not refunded or exchanged.

7. Refunds vs. Gift Cards

   • Gift Card (Default Method): For most approved returns, we provide a store credit/gift card (valid for 2 years) instead of a direct refund. If you choose this option, you may keep your original item (where applicable).
   • Exceptional Direct Refund: If you prefer a direct refund and do not wish to keep the item, you can request one in writing. Direct refunds are granted only in exceptional cases and are not guaranteed.
   • For custom-made or Lady Diana items, refunds are generally not available unless there is a serious defect or special circumstance.

8. Refund Timeline

   • Once we’ve received and inspected your return, we will notify you if the return is approved.
   • If a direct refund is approved, you’ll be automatically refunded on your original payment method within 7–30 days, depending on your bank’s processing time.
   • If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at duha.service.officiel@gmail.com.

9. European Union 14-Day Cooling Off Period

   • If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
   • As stated above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging—and you’ll need the receipt or proof of purchase.

---

Contact Information
For any additional questions about our Return & Refund Policy, please reach out to us at:
duha.service.officiel@gmail.com

Last Updated: 01/02/2025