Refund policy

Effective Date: July 30, 2026

At Duovia, customer satisfaction is our top priority. We are committed to providing high-quality products and a smooth shopping experience.

If you are not completely satisfied with your purchase, we are happy to assist you with a return or refund request according to the terms outlined in this policy.

Please carefully review the following Return & Refund Policy before submitting a return request.

1. Return Eligibility

Duovia accepts return requests within:

30 days from the date your order is delivered

To be eligible for a return, your item must meet the following requirements:

  • The item must be unworn

  • The item must be unwashed

  • The item must remain in original condition

  • Original tags must be attached when applicable

  • The item must be free from stains, odors, makeup marks, pet hair, or any signs of use

  • The item must not be altered, damaged, or modified

Customers may try on items to check size, fit, and style. However, returned items must not show any signs of wear or use.

All returned items will be inspected before a refund is approved.

2. Non-Returnable Items

For hygiene, safety, and product quality reasons, certain items cannot be accepted for return, including:

  • Items that have been worn beyond normal try-on

  • Items that have been washed

  • Items with stains, odors, makeup marks, or visible wear

  • Items that have been altered, damaged, or modified

  • Items returned without original tags when tags are required

  • Items returned after the 30-day return period

If you receive an item that is defective, damaged, or incorrect, please contact us as soon as possible. We will review your request and provide an appropriate solution.

3. Return Request Process

Before returning any item, customers must contact Duovia customer service for return authorization.

Please contact us at:

Email:
info@duovia.shop

Please include the following information:

  • Order number

  • Customer name

  • Email address used for purchase

  • Reason for return

  • Photos or videos of the product (if applicable)

After reviewing your request, our customer service team will provide return instructions and the appropriate return information.

Please do not send items back before receiving approval from Duovia.

Unauthorized returns may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item received is defective

  • The wrong item was shipped

  • The item was damaged during delivery

For approved returns caused by an error on our side, Duovia will provide appropriate assistance.

Original shipping fees are non-refundable unless the return is due to an error made by Duovia.

5. Refund Process

Once your returned item is received and inspected, we will send you an email confirming the return status.

If your return is approved:

  • Your refund will be issued to the original payment method

  • The eligible product amount will be refunded

  • Original shipping fees will not be refunded unless otherwise stated

Refund review and processing time:

3-5 business days after receiving and inspecting the returned item

After the refund is processed, your bank or payment provider may require additional time to complete the transaction.

Typical refund posting time:

5-10 business days

6. Exchanges

Currently, Duovia does not offer direct exchanges.

If you would like to receive a different size, color, or style, we recommend:

  1. Returning your original item according to this policy

  2. Placing a new order for the desired item

This process allows customers to receive their preferred product faster.

7. Damaged, Defective, or Incorrect Orders

We carefully inspect all products before shipment.

If you receive:

  • A damaged product

  • A defective item

  • The wrong product

  • A missing item

Please contact us within:

7 days after delivery

Please provide:

  • Order number

  • Description of the issue

  • Photos or videos showing the problem

Our team will review your request and provide a suitable resolution.

8. Order Cancellation Policy

If you need to cancel your order, please contact us as soon as possible.

Orders can only be canceled before they enter the fulfillment or shipping process.

Once an order has been processed or shipped, cancellation may no longer be available.

Customers may request a return after receiving the order according to this policy.

9. Refund Delays

If you have not received your refund within the expected timeframe, please check:

  • Your bank account

  • Your credit card statement

  • Your payment provider account

If your refund is still missing, please contact us:

Email:

info@duovia.shop

Our team will assist you in checking the refund status.

10. Customer Responsibility

Customers are responsible for:

  • Providing accurate shipping information

  • Selecting the correct size and product options

  • Reviewing product descriptions and sizing information before purchase

Duovia provides detailed product information to help customers make informed purchasing decisions.

11. Contact Information

For any questions regarding returns, refunds, or orders, please contact us:

Email:info@duovia.shop

Customer Service Hours:Monday – Friday 12:00 PM – 6:00 PM Arizona Time (MST)

Duovia

1801 E Camelback Rd Ste 102,Phoenix, AZ 85016,United States