At DUMAN Customs, our top priority is ensuring customer satisfaction. If you are not satisfied with your purchase, we will make every effort to address your concerns and ensure that you are happy with our products and services. Please don’t hesitate to contact us regarding any questions or issues you may have. We will gladly assist you in organizing returns or resolving problems. You may reach us by email at [email protected].
If you have received an incorrect or damaged item, please contact us immediately by phone or email so that we can promptly resolve the issue and make things right.
Overview
We understand that sometimes items may need to be returned, and we want to make it as easy as possible for you. With this in mind, we accept returns within 14 days of delivery. Please note that we cannot offer a refund or exchange for any items that were purchased more than 14 days ago.
To be eligible for a return, your item must meet certain criteria. It must be unused, unopened, and in the same condition that you received it.
Please note that there are certain types of goods that cannot be returned. This includes perishable items such as food, flowers, newspapers, and magazines. Additionally, we cannot accept returns for intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Please also note that there are certain non-returnable items as well, such as gift cards and downloadable software products.
If you need to return an item, please contact us first. Please do not send the item back to the manufacturer before speaking with us. Our team is here to help make sure that your return is processed as smoothly as possible.
We hope this helps clarify our return policy further. If you have any questions or concerns regarding your purchase, please don’t hesitate to reach out to us.
Refunds
Once we have received and inspected your returned item, we will send you an email to confirm that we have received it. We will also inform you whether or not we have approved your refund.
If your return is approved, we will process your refund, and the appropriate credit will automatically be applied to your credit card or original method of payment. Please note that it may take a certain amount of time for the refund to show up on your account.
Please be aware that we are unable to refund shipping costs. Additionally, if you receive a refund, we will deduct the cost of return shipping from your refund.
Late or missing refunds
If you are expecting a refund but have not yet received it, please check your bank account again. Refunds are typically credited back to the original payment method.
If you still have not received your refund and have confirmed that it has not been processed, please reach out to your bank directly for more information. It may take some time before a refund is officially processed and appears on your account.
If you have completed these steps and still have not received your refund, please don’t hesitate to contact us at [email protected]. Our team is here to help make sure that you receive the support you need.
Sale items
Please note that only regular priced items are eligible for refunds. Sale items, unfortunately, cannot be refunded. We apologize for any inconvenience this may cause. Our return policy aims to provide a transparent and fair process for our customers, and we appreciate your understanding.
Exchanges
We will gladly replace any items that are found to be defective or damaged upon arrival. However, if the damage or defect was due to your own fault, we cannot offer a free replacement. Please reach out to us directly if you have any questions about this.
If you need to exchange it for the same item, send us an email at [email protected].
Gifts
If the item you wish to return was originally marked as a gift when purchased and shipped directly to you, you will be eligible to receive a gift credit for the value of your return. Once we receive the returned item, we will issue a gift coupon to you via mail.
However, if the item was not initially marked as a gift during purchase, or if the gift giver had the order sent to themselves before gifting it to you, we will process a refund directly to the original purchaser.
Returns
Our physical address for returns is:
DUMAN Customs
Slootsekuilen 7
5986 PE Beringe
Nederland
When returning your item, please ensure to include either a copy of your packing slip, order confirmation, or a note that provides your name, address, phone number, order number and reason for the return.
Please note that you will be responsible for any shipping costs incurred while returning the item. This includes shipping and handling fees as well as any associated taxes or customs duties.
The time it takes for your exchanged product to arrive may vary depending on your location and shipping method used.
For items that are relatively expensive, we recommend considering a trackable shipping service or purchasing shipping insurance. Please note that we cannot guarantee receipt of returned items, and any losses or damages incurred during transit will be the customer’s responsibility.
International Returns
For any queries related to returns, please feel free to reach out to our support team at [email protected]. International customers are especially encouraged to contact us with their questions and concerns.
Wholesale Returns
If you are a wholesale customer please call +31 (0) 6 407 246 26 or mail [email protected] for all questions regarding returns.
Need help?
Contact us at support@dumancustoms.com for questions related to refunds and returns.