Refund policy

Cancellation Policy & Returns

Last updated: 13 July 2026

Page title: Cancellation Policy & Returns · Shopify slug: refund-policy

Your 14-Day Cancellation Right

When you buy goods online as a consumer, you may usually cancel the contract without giving a reason within fourteen days after the day on which you, or a person nominated by you other than the carrier, receives the goods. For split deliveries, the period normally begins after receipt of the last item.

To cancel, send an unambiguous statement to DUREXA at contact@durexa.com. You may use the model form below, but you do not have to.

Your notice is in time when it is sent before the cancellation period expires.

Consequences of Cancellation

We will reimburse payments received for the cancelled goods, including the cost of our least expensive standard delivery option, no later than fourteen days after the day we are informed of your decision. For sales of goods, we may withhold reimbursement until the goods are returned or you provide evidence of return, whichever occurs first.

Repayment is made using the original payment method unless another method is expressly agreed. We do not charge a refund fee.

You must send the goods back no later than fourteen days after telling us that you are cancelling. Unless the goods are faulty or we agree otherwise, you bear the direct return cost.

You may be responsible for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Exclusions

The statutory cancellation right may not apply to:

  • bespoke or clearly personalised goods;
  • goods liable to deteriorate or expire rapidly;
  • sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed;
  • goods inseparably mixed with other items after delivery;
  • sealed audio, video or software products once unsealed.

Model Cancellation Form

To: DUREXA Email: contact@durexa.com I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods: Goods: ______________________________ Ordered on / received on: ______________________________ Order number: ______________________________ Name of consumer(s): ______________________________ Address of consumer(s): ______________________________ Signature (only if submitted on paper): ______________________________ Date: ______________________________ Delete as appropriate.

Return Process

  1. Email contact@durexa.com with your order number and a clear cancellation or return request.
  2. Wait for the return address and any relevant packing instructions.
  3. Pack the goods securely, including accessories and documentation where applicable.
  4. Send the parcel within fourteen days and retain proof of postage.
  5. After receipt and inspection, we will arrange the applicable refund or remedy.

Refund Timing

Once issued by us, a refund commonly appears within five to ten working days, depending on the bank or payment provider. This banking period is separate from the statutory deadline governing when we must initiate or make the reimbursement.

Faulty, Damaged or Incorrect Goods

Please contact us as soon as possible and preferably within seven days of receipt, with photographs and your order number. The seven-day request helps us investigate quickly but does not replace or shorten any statutory rights. Where goods are faulty, damaged in transit or incorrectly supplied, we will provide the remedy required by law and cover reasonable return costs where applicable.