Returns & Refunds
Return, exchange and refund rules are separated below by the reason for the return and any applicable statutory rights.
Change of mind / preference
Examples include no longer wanted, size preference, personal preference or another non-defective return.
- Request within 14 calendar days after receipt.
- Customer pays return shipping.
- For a normal exchange, customer also pays replacement shipping.
- Items may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable.
Damaged / defective / incorrect / incomplete
Where the return or exchange is caused by a problem attributable to the goods or merchant responsibility:
- Merchant pays applicable return shipping.
- For an exchange, merchant pays replacement shipping.
- No restocking fee applies.
- Mandatory statutory consumer rights remain fully available.
EU 14-day withdrawal right
Where EU distance-selling rules apply, a consumer generally has 14 days from receipt to exercise the statutory right of withdrawal without giving a reason.
- Customer may bear return shipping if clearly informed before purchase.
- Required standard original delivery costs are refunded in accordance with applicable law.
- Supplementary delivery costs above the least expensive standard option may be excluded where law permits.
Return process
Contact support
Email support@durqian.com to register the return request. Do not send a return without instructions.
Receive return instructions
Customer service provides the applicable return address and steps. The registered business address is not automatically the return address.
Send the goods back
Follow the return instructions and send the goods back within the period required by the applicable policy or mandatory law.
Review and resolution
After receipt and any necessary review, an eligible return may be refunded or exchanged according to the applicable rules.
Refund timeline
Our internal target is to process approved refunds within 7 business days after the returned goods are received and the necessary review is completed. Banks, card issuers or payment providers may need additional time to display funds.
EU statutory refund timing
For an applicable EU statutory withdrawal, the mandatory statutory refund deadline applies. Where permitted by law, the merchant may withhold reimbursement until the returned goods are received or until the consumer supplies evidence of having sent them back, subject to the applicable legal rule.
Exceptions where applicable
If made-to-order, custom-made or clearly personalised goods are offered, they may fall within a statutory withdrawal exception where applicable law allows. This does not exclude rights for defective, damaged or incorrect goods, merchant production errors, or other mandatory statutory rights.