Refund policy
Return and Refund Policy
Change-of-mind returns
You may request a change-of-mind return within 30 days after delivery.
For these voluntary returns, the product must be unused and, where applicable, unworn, with its original packaging and any included parts or accessories. It must not have been washed, altered or damaged through use.
These conditions apply to change-of-mind returns only. They do not restrict your rights under applicable consumer law when a product is faulty, damaged, incorrect or not as described.
How to start a return
Email：service@dunaverovip.com with your order number and the reason for the return. We reply within 2 business days and will confirm whether your request is approved and give you the return address.
Please do not send anything back before you have received a return confirmation from us — unannounced returns cannot be traced to your order and may not be refunded.
Return shipping costs
- Faulty, damaged, or incorrect items: we cover return shipping. Send us a photo with your request and we will arrange it.
- Change of mind, wrong size ordered, or no longer wanted: you pay the return shipping. We recommend a tracked service — we cannot refund a parcel that does not reach us.
Original outbound shipping charges are refunded only where the item was faulty, damaged, or incorrect.
We will also refund delivery charges whenever required by applicable consumer law.
Refunds
Once your return arrives and passes inspection, we issue the refund to your original payment method within 5 business days. Your bank or card issuer may take a further 5–10 business days to post the funds to your account; that part is outside our control.
We will email you when the refund is issued. If more than 15 business days have passed since that email and you still do not see the money, contact your bank first, then email us.
Exchanges
We do not process direct exchanges. If you need a different size, return the original item for a refund and place a new order. This is faster than an exchange and means the size you want is not held up waiting for your return to arrive.
Faulty, damaged or incorrect items
If an item is faulty, damaged, incorrect or not as described, contact service@dunaverovip.com with your order number and a description of the problem. Please include photos where practical to help us assess the issue.
For confirmed items that arrived damaged, faulty or incorrect, we offer a replacement or a full refund, including the applicable delivery charges. We cover reasonable return-shipping costs when a return is required.
The 30-day change-of-mind period and unused or original-packaging requirements do not limit your statutory rights. Problems discovered later may still qualify for a remedy under applicable consumer law.
Order cancellation
Orders can be cancelled for a full refund at any time before they are dispatched. Email us as soon as possible — once a parcel has left our fulfilment centre it must be handled as a return.
Statutory rights
Nothing in this policy limits any rights you have under the consumer law that applies where you live.
Contact
Email: service@dunaverovip.com
For questions about this policy or help with a return, please email us with your order number and the email address used at checkout.
For our full business contact details, please see our Contact Information page.