Refund policy
Return & Refund Policy
Durazza offers a combination of made-to-order designs, personalized products, and carefully selected curated merchandise. Because production and fulfillment methods vary by product, cancellation and return eligibility may depend on the type of item purchased. Please review the following policy before placing your order.
1. Order Cancellations
Made-to-Order Products: Cancellation requests must be submitted within 12 hours of placing the order.
- Within 12 Hours: You may request cancellation for a full refund to your original payment method.
- After 12 Hours: Once production has begun, the order cannot be canceled or modified.
Curated and In-Stock Products: These products may enter fulfillment within only a few hours. Cancellation requests are accepted only before tracking information has been uploaded. Once tracking has been issued, the order can no longer be canceled.
Submitting a cancellation request does not guarantee cancellation. We will confirm whether the order was stopped successfully.
2. Return Windows & Eligibility
Most eligible products may be returned within 30 days of delivery. Return eligibility is based on the date the return shipment is accepted by the carrier, as shown by its tracking scan.
- Days 1–14 After Delivery: Eligible returns may receive a refund to the original payment method, less any applicable restocking or prepaid-label fees.
- Days 15–30 After Delivery: Eligible returns may receive store credit, less any applicable restocking or prepaid-label fees.
- Authorization Required: You must contact Durazza and receive return approval before sending a product back. Unauthorized returns will not be accepted.
- Product Condition: Returned products must be new, unused, unwashed, unworn, and free from odors, stains, pet hair, damage, or other signs of use. Original product packaging should be included whenever reasonably possible.
Durazza does not currently offer direct exchanges for ordinary returns. If you would like another product, size, or design, please return the eligible item and place a separate order.
3. Final Sale, Discontinued & Personalized Products
Products clearly marked Final Sale or Discontinued are not eligible for returns, exchanges, or store credit. A discounted price alone does not make a product final sale unless it is clearly identified as such.
Products genuinely personalized with a customer’s name, photograph, wording, or other customer-requested customization are also nonreturnable.
These restrictions do not apply when an item arrives damaged, defective, or materially different from what was ordered. Please contact us so we can review the issue and provide an appropriate resolution.
4. Restocking Fees
A 15% restocking fee applies to eligible returns of the following products:
- Duvet Covers
- Framed Wall Art
- Product Bundles
Pillow shams, unframed wall art, blankets, decorative pillows and covers, candles, diffuser reeds, journals, and jigsaw puzzles are currently exempt from restocking fees unless sold as part of a bundle.
Restocking fees do not apply to approved claims involving products that arrived damaged, defective, or incorrect. They also do not apply where prohibited by applicable law.
5. Bundle Returns
Bundles must be returned in full. Partial bundle returns are not accepted. Every item included in the bundle must meet the return-condition requirements above.
Eligible bundle returns are subject to a 15% restocking fee. If any bundle component is missing, used, washed, damaged, or otherwise ineligible, the bundle return may be refused.
6. Return Shipping
For ordinary change-of-mind returns, the customer is responsible for arranging and paying for return shipping.
- Tracking: We strongly recommend using a trackable shipping service and purchasing shipping insurance. Durazza is not responsible for customer-arranged return packages that are lost or damaged while traveling back to us.
- Optional Prepaid Label for U.S. Returns: In limited circumstances, Durazza may provide a prepaid return label upon request. The label cost will be deducted from the customer’s refund or store credit.
- Original Shipping: Original expedited or upgraded shipping charges are nonrefundable except where required by applicable law.
- Durazza Errors: Durazza will cover approved return or replacement shipping costs when an item arrives damaged, defective, or incorrect.
7. Damaged, Defective, Incorrect or Missing Items
If an item arrives damaged, defective, incorrect, or with an item missing from the shipment, please contact us at hello@durazza.com within seven days of delivery so we can investigate promptly.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the outer and inner packaging when relevant
Depending on the circumstances, the resolution may include a replacement, repair, refund, store credit, or another appropriate remedy. Durazza will not charge return or replacement shipping for an approved claim.
The seven-day reporting request helps us investigate carrier and production issues quickly. It does not limit any rights provided by applicable consumer law.
Color Variance: Colors may appear different across screens and lighting environments. Slight color or placement variations resulting from the printing process are not generally considered manufacturing defects.
8. Product Care & Condition
Please follow the care instructions shown on the applicable product page.
Durazza is not responsible for damage caused by improper laundering, high heat, bleach, harsh chemicals, incorrect cleaning methods, misuse, or failure to follow the provided care instructions.
A product that has been used or washed is not eligible for an ordinary change-of-mind return. However, if a possible manufacturing defect becomes apparent after the product has been cared for correctly, please contact us so the issue can be reviewed.
9. Return Inspection & Refund Processing
We will notify you after the returned product has been received and inspected. If approved, the refund will be issued to the original payment method or as store credit, depending on the applicable return window.
Approved U.S. refunds are generally issued within 10 business days after inspection. Your bank or card provider may require additional time to post the refund to your account.
If more than 15 business days have passed since an approved refund was issued, please contact us at hello@durazza.com.
10. International, EU & UK Consumer Rights
Customers outside the United States may have mandatory consumer rights that differ from this policy. Where applicable law provides greater rights, those legal rights will take precedence.
Eligible European Union and United Kingdom customers may generally have a statutory right to notify us of withdrawal from an eligible online purchase within 14 days of receiving it, followed by an additional period in which to return it.
A standard Durazza product is not treated as legally personalized solely because it was produced after the order was placed. Products made specifically with a customer’s name, photograph, requested wording, or other genuinely individualized specifications may be excluded from statutory change-of-mind rights where permitted by law.
For eligible statutory withdrawals:
- Required standard outbound delivery costs will be refunded where applicable.
- The customer is responsible for return shipping where permitted and properly disclosed.
- Automatic restocking fees will not be charged where prohibited.
- A deduction may be made where legally permitted if handling or use has reduced the product’s value beyond what is reasonably necessary to inspect it.
Nothing in this policy limits rights relating to faulty, damaged, unsafe, incorrectly described, or incorrect goods under applicable law.
11. Shipping Issues
- Address Accuracy: Customers are responsible for providing a complete and accurate shipping address. If an order is returned or must be reshipped because of an incorrect address supplied at checkout, additional shipping charges may apply.
- Carrier Delays: Carrier delivery dates are estimates and may change after shipment. If tracking shows a significant delay or possible loss, please contact Durazza so we can investigate with the carrier.
- Production or Fulfillment Delays: If we become unable to ship within the stated timeframe, we will provide updated information and any cancellation or refund options required by applicable law.
12. Customer Care
To request a cancellation, return, or assistance with an order, contact us before sending anything back:
- Email: hello@durazza.com
- Call/Text: 239-791-2084
Please include your order number so we can assist you as efficiently as possible.