Refund policy

 EXCHANGE & REFUND POLICY

Exchanges can be made subject to the following conditions:

  1. Only full-priced items in the original packaging, have not been worn, washed, damaged or altered in any way. 
  2. Size exchange (which is subject to availability). Kindly note that items exchanged can only be made for the same design, unless stated otherwise.
  3. Shipping and handling fees incurred when returning an item to The DUO are bourne by the customers and we are not liable until item reaches our office. 
  4. We will bear the shipping and handling fee for instances when an item was wrongly shipped only.
  5. There will be no refund given should the piece of your purchased item exceed the price of the exchanged items.
  6. The customer will be required to pay the difference should the amount of the exchanged item exceed the price of the purchased item. 
  7. Exchanges can only be made once, and all exchanges are final.
  8. All products on SALE are final are non-exchangeable or refundable.

 We do not provide refunds, only exchange of items. Kindly find the exchange policy as above.

 
How to Exchange :

  • Email us at heyduo@theduolabel.com or WhatsApp us within 14 days of receiving the parcel. Please state the invoice number, along with the item of exchange.
  • Once your exchange request is approved, we will email you an Exchange Authorization Reference number and provide you with all the details.
  • To ensure safe delivery, all exchange items must be sent using a courier service with tracking. The DUO will not be liable for any loss of exchange items in transit. Kindly email us the tracking number.
  • All exchange items must be approved by The DUO with an Exchange Authorization Reference. Any items received without prior approval will not be accepted.

 

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.

CONTACT US

If you have any questions regarding our products or otherwise, contact us at 
heyduo@theduolabel.com

or Whatsapp us at +6010-2709808.