Refund policy

Last updated: 30th April 2026

Duo Vela - Return & Refund Policy

At Duo Vela, we want you to feel confident in every purchase. If you are not completely satisfied, we are here to help.

1. Returns

You have the right to return your item within 14 days of receiving your order.

To be eligible for a return:

* The item must be unused and in its original condition
* The item must be returned in its original packaging
* Proof of purchase is required

Please contact us at Duovela@outlook.com before returning any item. Return instructions will be provided, as return addresses may vary depending on the product.

2. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 working days.

3. Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

4. Damaged or Faulty Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible (ideally within 48 hours of delivery) with photos where possible.

We will arrange a replacement or refund in line with our fulfilment processes.

5. Non-Returnable Items

We do not accept returns on:

* Items that have been used
* Perishable goods
* Personalised or made-to-order items (if applicable)

6. Exchanges

We do not currently offer direct exchanges. If you would like a different item, please return your original purchase (following our returns process) and place a new order.

7. Additional Information

In some cases, returns and refunds may be handled in line with our fulfilment partners’ processes. We will always manage this on your behalf and keep you informed throughout.

If you have any questions, please contact us at Duovela@outlook.com.