Exchange, Return & Cancellation
At DÜRÜST, we value thoughtful craftsmanship and customer satisfaction alike. Our support team is always available to assist you regarding exchanges, order concerns, or general assistance.
Eid Exchange Policy
Customers wishing to request an exchange or report a concern are kindly requested to contact our support team within 7 days of receiving the parcel.
Please note that all Eid-related exchange requests will be processed after Eid holidays.
We appreciate your patience and understanding during this time.
Exchange Eligibility
Articles purchased online are eligible for exchange within 7 days of delivery, provided the following conditions are met:
- The article remains unused and unwashed
- Original tags and packaging are intact
- The original invoice is available
- A valid reason for exchange is provided
Eligible Exchange Reasons May Include:
- Damaged or defective article
- Wrong item delivered
Important Notice
Customers are advised to inspect their order carefully upon delivery.
Any Concern Regarding:
- Missing items
- Incorrect articles
- Damaged or defective products
must be reported within 24–48 hours of receiving the parcel.
Unfortunately, claims made after this timeframe may not be accommodated.
Exchange Conditions
If an exchange is requested due to personal preference or dissatisfaction with color or fabric, shipping charges will be the responsibility of the customer.
Items Not Eligible for Exchange
The following items are not eligible for exchange or return:
- Unstitched articles once stitched
- Sale or discounted items
unless the item received is damaged, defective, or incorrect.
Packaging Notice
For claim purposes, customers are advised to take clear pictures of the parcel and invoice before opening the package and retain them until the order has been fully reviewed.
Return Policy
DÜRÜST currently does not offer direct returns.
Eligible concerns may be facilitated through our exchange process according to the policy outlined above.
Refund Policy
Cash refunds are not offered.
Where applicable, customers may receive:
- Store credit
- Exchange options
- Voucher codes of equal value for future purchases
Order Cancellation
Cancellation requests for prepaid orders must be submitted within 24 hours of placing the order.
Once the order enters processing, it cannot be cancelled or refunded and will be dispatched according to the stated delivery timeline.
After dispatch, the order will fall under the applicable exchange policy.
DÜRÜST Reserves the Right to Cancel Orders Under Circumstances Including:
- Product unavailability
- Pricing or listing inaccuracies
- Payment authorization failure