Refund policy
1. FAULTY PRODUCTS RETURN
1.1 We aim to provide you with products of the highest standard and quality. If you have received a product that is faulty, please contact us via contact@duxcollection.com within 30 days of purchase so we can guide you through the returns process and help resolve the problem as swiftly as possible.
1.2 If you believe your product is faulty please follow the steps in point 3.
1.3 Return, replacement or refund is not available if:
(a) you simply changed your mind
(c) knew of or were made aware of the faults before you bought the product
(b) you misused the product or service in a way that contributed to the problem
1.3 If you believe there is a problem with your product please follow the steps in point 3 within 30 days of purchase.
1.2 If the product is confirmed to have a defect, we will replace the product or refund the price of the product to your original payment method at our discretion. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.
1. 3 It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care.
2. CHANGE OF MIND POLICY
2.1 We are unable to accept a return or exchange of product due to change of mind.
2.2 Additional non-returnable items:
(a) Gift cards
(b) Downloadable software products
2.3 Nothing in this clause is intended to exclude any of your statutory rights as a consumer under Australian Consumer Law.
3. RETURNING ITEMS
3.1 To return your product, you should email the following details to contact@duxcollection.com
(a) Subject Heading: Return Item
(b) Name and Order ID Number or a photo of your receipt of purchase
(c) Reason for the return
(d) Attach any pictures of the product(s) of the fault for preliminary assessment.
(e) Once confirmed by DUX Collection, mail your product to: 23 Playfair Street The Rocks , Sydney NSW 2000, Australia
3.2 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
3.3 Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
3.4 If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
4. LATE OR MISSING REFUNDS
3.1 If you haven’t received a refund yet:
(a) first check your bank account again;
(b) then contact your credit card company, it may take some time before your refund is officially posted;
(c) next contact your bank. There is often some processing time before a refund is posted.
3.2 If you’ve done all of this and you still have not received your refund yet, please contact us at contact@duxcollection.com.