Payment, Refund and Return Policy

The following terms and conditions apply to all orders placed on our website.

ORDER ADJUSTMENT/CANCELLATION

After finalizing the checkout of an order, you may adjust its information by contacting us via [email protected] within 24 hours. You can only cancel your order within 24 hours from purchasing time of the same day.
If you do not make any changes to your order within 24 hours, the order will be sent to production, and you will have to waive the right to adjust the order details or to cancel it.

The design of personalized items cannot be adjusted after the order is successfully finalized.

The item quantity in a discounted order and the product type of your order, you can not make changes to your ordered item’s colour and/or size unless that change results in any fluctuation in the price of the final item.

The item quantity in a discounted order and the product type of your order cannot be changed. If you have any need for these changes, please contact us to cancel the order, after which you can then place a newly revised order.

* Please note that if you cancel your order within 24 hours of order placement, you will be responsible for the full payment fee as this fee is non-refundable. Please be informed that a management, processing and transaction fee (1.5% of your total order value) will be applied for the cancellation. Full refund only applies to switching orders.

REFUND POLICY

All of our artworks, made and supervised by a professional design team, are tailored to the tastes of our customers. We allow personalization to your needs and preview the design of your choice before proceeding with the order, these are personalized products printed according to your requirements, so we do not offer returns or reprints for orders marked as delivered. Customers can contact their carrier (i.e., USPS/ UPS, DHL, FedEx etc.) for exact details on the delivery, including GPS location.

We want you to be satisfied with services provided from us. If your product is defective or not described, don’t worry. Just send us an email at [email protected] and we will make it right by offering you a replacement or refund.
Any unsuccessful deliveries due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.

Any dissatisfactions related to apparel sizing and/or colours will not be eligible for refund or replacement. Please make sure to have a look at our sizing charts on product pages or your order confirmation email within the first X hours after completing your purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time (5 business days) before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.

FULLY REFUND

Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem.
* We will give 100% refund of your receipt (Transaction Fee + Shipping Fee) or send you a replacement if your order meets the problems below.

1. Your order will be submitted to either replacement or refund if:
Your order does not arrive at your shipping address within 45 business days of order placement.
With our policy, within 5 days of you receiving the item, you can request a refund or a replacement in the following cases:
• Printed products are not clear, blurred.
• The printing position is not centered as described on the website.
• Wrong product delivered in the order, or part of the order is wrong.
• Damaged by transportation: torn, stretched.
• The product has the wrong size or color as described.
• Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.

Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 05 business days from the date of receipt with full of clear evidence as below:
• Photo(s) of quality issues and any damaged parts of the actual product received;
• Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
• Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
• Photo(s) of the original shipping label of the product received.

You can send these pieces of evidence through email support: [email protected]. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.

2. After a careful check on your order, if we confirm via email that you are eligible for a full refund, your refund will be processed by our internal team within 05 business days of refund confirmation.

If you’ve done all of this and you still have not received your refund yet, please contact us.

RETURN POLICY

Items purchased from Duturaz are custom made and printed just for you. Returns cannot be offered unless the item is defective. Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulting from your unapproved return. Thus, if you have an issue with your order, please contact us via [email protected] within 03 business days of order delivery to explain your grievance. Our customer service will then help provide a replacement or refund if deemed appropriate.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
• We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
• You will be responsible for paying for your own shipping costs for returning your item(s).
• We will issue a refund or send a replacement immediately when we check your items have full conditions of refund policies. You don’t need to return your items. The time of receiving your replacement item is the same as the time of shipping new products.

DISCLAIMERS

1. You must provide all information and/or documentation in connection with your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if you fail to provide the information and/or documentation requested or if you provide inaccurate or fraudulent information.
2. We shall not be responsible for any damage, claims, liabilities, costs, harms, inconveniences, business disruptions, or expenditures of any kind that may arise as a result of or in connection with any used or stored products purchased from our store.
After your order is completed, if you find any mistakes in the order confirmation, please contact us at [email protected] as soon as possible to receive prompt support.

CONTACT US
Please contact our support team via :
Email: [email protected]

Address: 1215 Colusa Ave, Yuba City, CA 95991