Refund policy

DUORETAIL MARKETPLACE
Returns & Refunds Policy

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1. Our Return Promise

We want you to love your purchase. If you're not satisfied, most items can be returned within 30 days of delivery for a full refund (less shipping costs).

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2. Eligibility for Returns

To be eligible:
▪ Item must be unused and in original packaging
▪ No signs of wear, damage, or odor
▪ Tags attached (if any)
▪ Not on the non-returnable list below

Return window: 30 calendar days from delivery date.

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3. Non-Returnable Items

The following cannot be returned:
▪ Custom or personalized products
▪ Perishable goods (food, flowers, etc.)
▪ Intimate items (underwear, swimwear, earrings)
▪ Digital downloads or gift cards
▪ Clearance or final sale items
▪ Hazardous materials or flammable liquids

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4. How to Initiate a Return

Step 1: Log into your DUORETAIL account
Step 2: Go to "My Orders" and click "Return Item"
Step 3: Select reason for return (e.g., wrong size, damaged, not as described)
Step 4: Print the prepaid return label (if eligible)
Step 5: Pack the item securely and ship within 7 days

Return shipping fees:
▪ Buyer's fault (changed mind, wrong size): buyer pays $6.99
▪ Seller's fault (damaged, wrong item): seller pays – free return label provided

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5. Refund Process

Once we receive your return:
▪ Inspection takes 2-3 business days
▪ Approved refunds sent to original payment method
▪ Processing time: 5-7 business days (depends on bank)

Refund amount:
▪ Full product price (excluding original shipping fees)
▪ Return shipping fees are not refunded (unless seller's fault)

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6. Damaged or Defective Items

If you receive a damaged or defective item:
▪ Contact support within 48 hours of delivery
▪ Provide photos of the damage and packaging
▪ We will arrange a replacement or full refund (including shipping)
▪ No return needed for low-value defects (we may ask you to donate the item)

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7. Exchanges

We do not offer direct exchanges. To exchange an item:
▪ Return the original item for a refund
▪ Place a new order for the desired item

This ensures you get the new item faster.

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8. Late or Missing Refunds

If you haven't received a refund after 10 business days:
▪ Check your bank account again
▪ Contact your credit card company (processing may take longer)
▪ If still missing, email refunds@duoretail.com with your order number

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9. Seller-Specific Policies

Some sellers may offer extended return windows (e.g., 60 days) or different terms. Check the product listing for seller-specific policies. In case of conflict, DUORETAIL's policy applies as a baseline.

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10. Return Address

All returns (unless otherwise instructed) should be sent to:

DUORETAIL Marketplace Adress: Aleea Mizil 64, 032347 Bucharest, Romania

We recommend using a trackable shipping method.

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11. Contact Returns Team

 returns@duoretail.com

For dispute resolution between buyer and seller, we offer mediation. Contact contact@duoretail.com

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