Refund policy

Return & Refund Policy

At Durazza, we take pride in our handcrafted, made-to-order products. Because each item is custom-printed specifically for you, we have established the following guidelines to ensure a sustainable and fair return process.

1. Order Cancellations

Because we begin the custom-printing and handcrafting process shortly after an order is placed, we offer a 12-hour cancellation window.

  • Within 12 Hours: You may cancel your order for a full refund to your original payment method.

  • After 12 Hours: Once an item has moved into production, we are unable to cancel or modify the order. At this point, the order will be processed and shipped according to our standard lead times.

2. Return Windows & Eligibility

We offer a 30-day return window for most items in original, unused, and unwashed condition.

Return eligibility is based on the date the return shipment is sent, as shown by the carrier’s tracking scan, and is calculated from the delivery date of the order.

    • Days 1–14 from Delivery: Eligible for a refund to the original payment method, less any applicable restocking fees.

    • Days 15–30 from Delivery: Eligible for Store Credit only, less any applicable restocking fees.

    • Final Sale: Returns are not accepted at any point after delivery.

    • Authorized Returns Only: Items sent back to us without first requesting and receiving return approval will not be accepted.

    • Product Condition: To be eligible for a return, products must be in original condition (new), unwashed, unworn, and in the original packaging.

    3. Restocking Fees

    To support our small-batch, eco-friendly production model, a 15% restocking fee is applied to the following custom items:

    • Duvet Sets & Comforters

    • Pillow Shams 

    • Wall Art

    Note: Standard pillow covers, blankets, candles, and puzzles are currently exempt from restocking fees.

    4. Return Shipping

    The buyer is responsible for arranging and paying for return shipping.

    • Method: We recommend using a trackable shipping service and purchasing shipping insurance. Durazza is not responsible for items lost or damaged during return transit.

    • Original Shipping: Original shipping costs are non-refundable. If you paid for shipping on the original order, you will be refunded the item price and tax only.

    • Prepaid Label Option (USA Only): If you have difficulty arranging shipping, we can provide a prepaid label and deduct the cost from your refund.

      • Example: $25.00 Item - $5.00 Label = $20.00 Refund.

    • Refund Calculation: Original shipping costs are non-refundable. If you received "Free Shipping" on your original order, the actual shipping cost incurred by Durazza may be deducted from your final refund.

    5. Damaged or Defective Items

    If your product arrives damaged or with a manufacturing defect, we will make it right at no cost to you.

    • Reporting: You must notify us at hello@durazza.com within 7 days of delivery.

    • Documentation: Please include your order number, clear photos of the defect, and photos of the outer and inner packaging.

    • Color Variance: Please note that slight color variations are a natural part of the digital printing process on textiles and are not considered manufacturing defects.

    6. Product Care & Condition

    To be eligible for a return or a "defective item" claim, products must be in their original, unwashed condition.

    • Follow Care Instructions: Please refer to the specific care guide on the product page (e.g., cold wash cycles, low heat) to ensure the longevity of your handcrafted items.

    • Washing Damage: Durazza is not responsible for damage caused by improper laundering, high-heat drying, or the use of harsh chemicals/bleach. Items that have been washed or used are considered Final Sale.

    7. International & EU Orders (GPSR Compliance)

    For our customers in the European Union and United Kingdom:

    • Custom Goods Exception: Under EU law, "made-to-order" or "clearly personalized" goods are exempt from the standard 14-day right of withdrawal.

    • Our Guarantee: While legally exempt, Durazza chooses to honor our standard 14-day return policy (subject to the 15% restocking fee) for our international customers to ensure your satisfaction.

    8. Important Shipping Disclaimers

    • Address Accuracy: We are not responsible for incorrect addresses provided at checkout. If an item must be reshipped, the customer is responsible for the additional shipping charge.

    • Carrier Delays: Durazza is not responsible for delays or lost packages caused by the shipping carrier.

    Customer Care If you have not received an approved refund after checking with your bank and credit card company, please contact us:

    • Email: hello@durazza.com

    • Call/Text: 239-791-2084