Refund and Return Policy of E&M Duka

Last updated: 10.07.2024

At E&M Duka, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, which is why we have established a simple and fair return and refund policy. Please read this policy carefully to understand how to return a product or obtain a refund."

1. General Conditions for Returns

  • Return Period : You have 10 calendar days from the date of receipt of your order to return an item. After this period, we will not be able to accept returns.
  • Product Condition : To be eligible for a return, the item must be unused, unworn, unwashed, and in the same condition as you received it. It must also be in its original packaging with all tags intact.
  • Non-Returnable Products : :
    • Customized or made-to-order items.
    • Pierced jewelry (earrings) for hygiene reasons.
    • Gift cards.
    • Items on sale or promotion, unless otherwise stated.

2. Return Process

  • Return Request : To initiate a return, please contact us at contact@emduka.com, providing your order number, the item(s) you wish to return, and the reason for the return. We will then provide you with detailed instructions for the return.
  • Return Fees : Return shipping costs are the responsibility of the customer, except in cases where the return is due to an error on our part (defective or incorrect item). In such cases, we will provide you with a prepaid return label.
  • Return Shipping : Carefully pack the items and send them to the return address we provide. We recommend using a tracked delivery service to ensure the package reaches us safely. We are not responsible for returns that are lost or damaged in transit.

3. Refund Policy

  • Item Inspection Once your return is received and inspected, we will send you an email to notify you of its receipt and whether your refund has been approved or rejected.
  • Refund Timeframe : If your return is approved, your refund will be processed, and a credit will be automatically applied to your original payment method within 7 to 10 business days. Please note that processing times may vary depending on your bank or card issuer.
  • Refund Amount : The refund amount will include only the price of the returned items, excluding initial shipping fees, unless the return is due to an error on our part.

4. Exchanges

We do not offer direct exchanges at this time. If you would like to exchange an item, we recommend returning the original item for a refund and placing a new order for the desired item.

5. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us immediately at contact@emduka.com with photos of the item and a description of the issue. We will send you a prepaid return label and are committed to sending you a replacement or providing a full refund.

6. Promotional or Sale Items

Promotional or sale items are subject to the same return policy, unless otherwise specified on the product listing. However, refunds for these items will only be issued as store credit, unless the item is defective or incorrect.

7. Questions and Support

If you have any questions regarding our return and refund policy, please do not hesitate to contact us at contact@emduka.com. Our customer service team will be happy to assist you and address all your concerns.