At Durance UK, we are committed to ensuring that you are completely satisfied with your purchase. If for any reason you wish to return or exchange a product bought through our website, please follow the guidelines outlined below.

Request: To initiate a return or exchange, send an email to info@durance-uk.com with your order number in the subject line.

1. Returns & Eligibility
   • Products can be returned within 30 days of delivery.
   • Items must be unused, unopened, and in original packaging.
   • For hygiene and safety reasons, opened beauty, skincare, cosmetic, and personal care items cannot be returned unless faulty.
2. Faulty, Damaged or Incorrect Items
   • If you receive a faulty, damaged, or incorrect item, notify Customer Support within 7 days of delivery.
   • Evidence such as photos may be required for verification before approval of a refund or replacement.
3. Return Shipping & Cancellations
   • Customers are responsible for return shipping costs for unwanted items.
   • Return shipping for faulty or incorrect items may be covered where applicable.
   • Orders can be cancelled before dispatch; once dispatched, they must follow the return process.

Precautions to Be Taken By Customer if:

• If the outer packaging is damaged, tampered with, or appears opened at the time of delivery, do not accept the parcel and reject the delivery immediately.
• Where open-box delivery is available, customers should verify the contents before acceptance.
• Request the delivery person to take clear photos of the parcel and items if any issue is noticed.
• Claims for missing items must be raised at the time of delivery or within the specified return window for eligible products.
• Claims made after delivery acceptance without valid evidence may not be approved.

Return Address: Unit 4, Innovation Park, 89 Manor Farm Rd, Wembley HA0 1BA, United Kingdom

Once the stock is received, we will process the refund..

Refunds

1. Refunds & Processing
   • Refunds are issued once the returned item is received and inspected.
   • Refunds are made to the original payment method.
   • Please allow 3–7 working days for the refund to reflect after processing.
   • Original delivery charges are non-refundable, unless the return is due to an error.
2. Business Days: Our business days are Monday to Friday, excluding holidays.

Queries

For any questions regarding our return and refund policies, please email us at info@durance-uk.com with “Return & Exchange” in the subject line.

Thank you for shopping with Durance UK.