Refund policy

Your right to cancel

If you're in the UK or EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to return the goods to us. Products must be returned unopened and with any seals intact.

Hygiene exception

For hygiene and safety reasons, we cannot accept returns of opened or used skincare products unless they are faulty, damaged, or incorrect. This is standard practice across the cosmetics industry and does not affect your statutory rights.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, contact us within 30 days of delivery and we'll put it right — replacement or full refund, including shipping costs.

Please email duacosmetics04@gmail.com with your order number and a photo of the issue. We aim to respond within 1–2 business days.

How to return

Don't send anything back before contacting us. Email us first and we'll send return instructions.

Return shipping

If you're exercising your statutory right to cancel an unopened order, return postage is your responsibility. If the item arrived faulty, damaged or incorrect, we cover the return cost.

Refunds

Once we receive and inspect your return, we'll refund your original payment method within 5–10 business days.

Nothing in this policy affects your statutory rights.