Returns & Refund Policy
Overview
First of all, take a deep breath and relax. We are here to assist you and will do everything in our power to ensure that you are fully satisfied with your purchase. If you are considering canceling or making any changes to your order, please reach out to us as soon as possible within 24 hours. Please note that our brand cares about the environment, and all of our products are handcrafted to order. Therefore, we can only offer cancellations before the custom-made production starts, which generally happens the day after your order has been placed.
It is important to note that all of our products are HANDCRAFTED CUSTOM MADE and our policy lasts for 30 days. If it has been over this time since your delivery has arrived, unfortunately, we cannot offer you a refund. Also, please be aware that refunds cases are reviewed individually, and if you would like to request a return, please use the provided link: www.digitalduds.shop/returns
Shipping Returns
In the event that you receive defective items, please take a photo or video and contact us via email as soon as your parcel arrives. Please note that after 5 business days our system will automatically mark your order as completed, so it’s important to contact us before this deadline to process a faster replacement order for you.
To be eligible for a return, your item must be unused and in the same condition that you received it, including the original packaging. If the item is not in its original condition, is damaged, not due to our error or after our 30 days policy, you will not be qualified for a refund or in certain situations where maybe only partial credit may be granted. We will not reimburse you for shipping fees. If you receive a refund, the cost of return shipping will be deducted from your refund.
Due to our made-to-order production process, a 20% restocking fee will be charged for returns. This is because our facilities are not equipped for stocking products. In the case of returns, a third-party company is used for storage. If the return is the result of a mistake on our part, we will cover the shipping costs and provide a store credit or send a replacement product at no cost to you. However, if the return is not due to a company error, the buyer assumes responsibility for shipping costs and any other conditions outlined in our return policy. A portion of the product’s value, equal to the 20% restocking fee, will be deducted from the refund.
Please don’t forget to include a printed copy of your order confirmation or your packing slip in your return package that lists your items that were ordered.
By placing an order with the Company, the User acknowledges and agrees to these terms regarding the returns and refunds policy. The Company reserves the right to refuse a refund or return request if the User fails to meet these terms and conditions.
Please note that we are not responsible for any damages or losses suffered by the User as a result of the shipping process of the return or replacement product.
Please note that if the product was purchased on SALE, we do not accept returns!
Please click here and we will be more than happy to assist you with the return.
Exchanges
As all products offered by the Company are handcrafted custom to order, we only replace items if they are defective or damaged. If you need to exchange an item for a different size or model, you will need to place a new order.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Returned to Sender
For all orders that are returned to our warehouse as a result of the order being “Returned to Sender” by the post office, we offer the option for the recipient to:
- Receive a refund, less shipping costs and the restocking fee or,
- Receive store credit, less the shipping costs.
With the exception of if you decline to pay duties and taxes due to the carrier upon delivery of your order (or you may have failed to pick-it up within the allowable timeframe), the package may be considered abandoned, destroyed, or returned to our distribution centre (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.
Customs Duties
Be aware that shipments may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. If happens to you to be charged for any custom duties or taxes, please be aware that you’re responsible to pay for these charges. Any occasional fees must be paid to appropriate customs agency by the end customer.
