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Returns policy

We hope you are pleased with your Duronic product(s). However we understand that sometimes you may change your mind and may wish to return an item. Here at Duronic, we pride ourselves on providing customer satisfaction and make every effort to be fully transparent at all times. Accordingly, we have created a Returns Policy to ensure that you are fully aware of your rights and our obligations to you with respect to returns and refunds.

We endeavour to cater for all of our customers around the globe with our multilingual team, consisting of English, French, German, Italian, Spanish, Danish, Swedish, Norwegian and Turkish customer care representatives.

Changed your mind?

If you change your mind about your order before it is dispatched, we may be able to cancel it if you contact us immediately by email. Please be aware that depending on the time of your order, your item could be dispatched within a matter of hours. The sooner you are able to contact us regarding a cancellation, the more likely it will be that we can prevent your order from being dispatched and issue your refund immediately.

If you change your mind after you have received your order, you are entitled to a money back guarantee if the product is returned to us within 14 days, as long as it is unused and in its original condition. Alternatively, we can also exchange your product or a part of your order if you have purchased multiple items within this 14 day period. Please remember to contact us before making any returns.

After the 14 day return period, we invite you to contact us if you need a repair/replacement. All repairs will be made at our own expense when the product is within its warranty period. In the case where the product is out of warranty, the repair cost must be covered by the customer.

Please take reasonable care of the items you are returning - if you fail to do so then this will result to misuse through damage or deterioration. In this case, we reserve the right to deduct a compensation of up to 50% if the item is not in its original condition and/or if any elements (including the package) are missing.

How to return your order

Please contact us via the contact us form. We will then provide you with all the information needed to proceed with the return of your order based on your location.

Faulty Products

In the unlikely event that your product becomes faulty, please contact us immediately so that we can look into providing you a replacement or refund. Please keep in mind that refunds will only be issued if the product is returned within 14 days following receipt of your parcel. If the 14 day period has surpassed, we will be happy to provide replacement spares or complete units so that we can get your product up and running again within the warranty period.

Return Costs

Please note that return costs are not pre-paid. The postage or other return costs will be the customer’s responsibility and will only be reimbursed by us in the case of damaged, faulty or incorrectly supplied goods. It is the customer’s responsibility to cover the return cost of any unwanted goods.

We can provide all of our customers within Western Europe with a cost-effective solution in regards to using our own prepaid return labels. The cost of the label will then be deducted from the refund if applicable. For all customers outside the Western Europe zone, we may be able to assist you with a return solution depending on the country.

Please note you MUST contact us before returning an item to us. It is upon contacting us that you will be given full details on the best way to return an item back to us. If you do not contact us before returning an item, there is no guarantee that we will be able to process your return and issue a refund or replacement.

Where are the items returned?

All items are returned to our Returns Laboratory where our team of fully trained technicians are located.

Do you offer a collection service?

We do offer collection services for most countries within Western Europe. Please contact us for further information.

When will I get my refund?

Our returns department duly inspects all returns and we aim to issue a refund within 5 working days following the reception of the product. Delay may occur during certain periods, please contact us if you have not received your refund or been offered a replacement 5 days after we have received your return.

I'm having a problem and can't find the answer here. What should I do?

Please use the Contact us link located at the bottom and the top of the page.