Returns & Refunds

The important stuff

Returning your product online

We understand that sometimes products need to be returned. It doesn’t matter if your item has developed a fault, is damaged or is no longer required, we can help you out.

If you purchased your product online, you can arrange a refund, exchange or repair over the phone.

Damaged products

We want you to be absolutely satisfied with your product and would recommend that, where practicable, you unpack and check it for damage as soon as it arrives. If you receive a damaged product please call our customer care team as soon as the damage is discovered on 015395 63528. We will arrange an exchange or refund as soon as possible.

 

Unwanted products 

Please call the customer care team on 015395 63528 to arrange collection. To speed up the process, please have your order number to hand before calling.

You can also arrange a return by emailing hello@duralon.co.uk. Please ensure that you provide your order number before sending your email.

An unwanted product can be returned for a full refund within 14 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made online or over the phone.

Separately to the 14 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them. The goods must be returned in ‘as new’ condition and in their original packaging.

 

Faulty products

If an online purchase develops a fault, before you return a product, please check that there definitely is a fault.

You can do this a number of ways:-

Call our customer care team on 015395 63528 and depending on the product, we may be able to help solve the problem over the phone.

If the product is faulty, we will offer you either an exchange or refund. In all cases we reserve the right to inspect the product and verify the fault.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

To arrange a return, please follow these directions:

  • Please call the Customer care team on 015395 63528 to discuss return options. To speed up the process, please have your order number to hand before calling.
  • You can also arrange a return by emailing hello@duralon.co.uk. Please ensure that you provide your order number before sending your email
  • Once we have received your form, we will be in touch to arrange your return.

Any unanswered questions? Contact Us

Return Policy
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