General Principle
Duralex offers 30-day hassle-free returns. You have 30 calendar days from receipt of your order to request a return.
We do not offer direct exchanges. If you would like a different item, we invite you to return the product in question and place a new order. This method is faster: you receive your new item without waiting for the return to be processed.
Return Conditions
To be accepted, the returned product must be:
- Unused, in perfect resalable condition
- In its original packaging, complete (instructions, accessories, protection)
- Defective or damaged: if the product has a defect or was damaged during shipping, the return is also accepted, and we cover all costs.
Products that are clearly used, damaged by the customer, or incomplete may be refused.
Return Costs
| Situation | Return cost | Prepaid label |
|---|---|---|
| Change of mind (withdrawal) | Free | Yes, provided by Duralex |
| Defective product or our error | Free | Yes, provided by Duralex |
Duralex charges no restocking fees, no handling fees, and no refurbishment fees. Returns are free in all cases.
Return Procedure
- Contact us at info@duralex.it.com within 30 days of receipt, stating your order number and the reason for the return.
- Receive your prepaid label: we send you a prepaid return label by email to print.
- Drop off the parcel: hand it to La Poste or the drop-off point indicated on the label.
- Track your return: keep the return tracking number until receipt is confirmed.
Return Address
Returns must be sent to:
Duralex – Returns Department
9 route du Musée de Magnette, United States
Refunds
Upon receipt of your return, we process the refund within 1 to 2 business days. The refund is issued to the original payment method. The time for the amount to appear on your account depends on your bank or PayPal: generally 7 to 10 business days after our validation.
Non-Returnable Products
For hygiene and safety reasons, certain items cannot be returned once opened or used. This restriction is indicated on the relevant product page.