Last Updated: October 2023
At The Dua Brand, we craft each fragrance with meticulous attention to detail, from our exquisite Amber Vanilla to our refreshing Aromatic Aquatic collections. We want you to be completely satisfied with your luxury fragrance experience. If for any reason you are not entirely happy with your purchase, our Returns & Exchanges policy is designed with the same sophistication and care that defines our brand.
Returns & Exchanges Eligibility
We accept returns and exchanges within 15 days of your receipt of the items. To be eligible for a return or exchange:
- Items must be in their original, unopened condition with seals intact
- Products must be in their original packaging
- A proof of purchase or order number is required
Non-Returnable Items
For health and safety reasons, we cannot accept returns or exchanges on:
- Opened fragrance bottles
- Products with broken seals
- Used testers or samples
This policy ensures the integrity and quality of our luxury fragrances for all our valued customers.
Return & Exchange Process
To initiate a return or exchange, please follow these steps:
- Contact Our Customer Experience Team: Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
- Receive Return Authorization: We will provide you with a Return Authorization Number and detailed instructions.
- Package Your Items: Securely package the items in their original condition and packaging.
- Ship Your Return: Send the package to our address at:
The Dua Brand
5814 Carriage Brook Road
Montgomery, US 36116 - Include Documentation: Please include your order number and Return Authorization Number with your shipment.
Refund Information
Once we receive and inspect your returned items:
- Refunds will be processed within 5-7 business days of receipt
- Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Original shipping charges are non-refundable
- Return shipping costs are the responsibility of the customer, unless the return is due to our error
Exchange Information
If you wish to exchange an item for a different fragrance from our collections:
- Exchanges are subject to product availability
- Price differences will be refunded or charged accordingly
- We will cover the shipping costs for your exchange item
- Processing time for exchanges is typically 7-10 business days after we receive your return
Return & Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear The Dua Brand Customer Experience Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Order]
Product(s) to Return/Exchange: [Product Name(s)]
Reason for Return/Exchange: [Please provide details]
For exchanges, I would like to exchange for: [Preferred Product Name, if applicable]
Customer Information:
Full Name: [Your Full Name]
Email Address: [Your Email Address]
Phone Number: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]Damaged or Incorrect Items
If you receive a damaged item or incorrect product, please contact us immediately at [email protected]. We will arrange for a replacement at no additional cost to you, including covering all shipping expenses.
Contact Us
If you have any questions about our Returns & Exchanges policy, please contact our Customer Experience Team:
Email: [email protected]
Address: The Dua Brand, 5814 Carriage Brook Road, Montgomery, US 36116
We appreciate your understanding of our policy, which helps us maintain the exceptional quality standards that define The Dua Brand luxury fragrance experience.