Return & Refund Policy

1. Return Period

We want customers to feel comfortable with their purchase. Eligible decorative ornaments may be returned within 30 days of receiving your order, based on the delivery date shown by the applicable carrier tracking information.

Return requests submitted outside the applicable 30-day return period cannot be accepted unless otherwise required by applicable law.

2. Return Eligibility and Condition

Ornaments may be carefully unpacked and reasonably inspected after delivery to confirm their appearance, dimensions, finish, and general condition. Reasonable inspection alone will not affect return eligibility.

To remain eligible for return, the item should be clean and in a resalable condition and should not show damage or deterioration caused after delivery, including scratches, chips, cracks, stains, moisture damage, deformation, unauthorized repair or alteration, excessive handling, or other conditions that materially affect its original appearance or resale condition.

Original packaging, protective materials, accessories, included components, and any accompanying items should be returned with the product where applicable and reasonably available.

3. Return Process

Our customer service team is available to assist with returns. Customers may contact us at support@duvnexo.com or through our Contact Us page within the applicable 30-day return period.

The return information provided by our customer service team will include the applicable return instructions and return destination. Customers should follow the provided instructions before sending an item back so that the returned order can be correctly identified and processed.

4. Return Shipping Costs

For returns based on personal preference, appearance preference, change of mind, or another reason unrelated to an error or defect, the applicable return shipping cost is generally the customer's responsibility.

If the return results from an incorrect item, damaged item, defective item, or another verified issue attributable to us, we will cover the applicable return shipping cost. Any return shipping arrangements or charges will be communicated clearly as part of the return assistance process.

5. Damaged, Incorrect, or Problematic Items

If a decorative ornament arrives damaged, incorrect, defective, or with another delivery-related problem, customer support is available at support@duvnexo.com or through our Contact Us page.

We ask that these issues be reported within 48 hours of delivery so that we can review the circumstances promptly.

Order information and clear photographs of the item and packaging, where applicable, can help us verify the issue and determine an appropriate resolution. Depending on the circumstances, available resolutions may include a replacement, return, or refund.

6. Refund Review and Processing

Once an eligible return is received, it will be reviewed to confirm its condition and return eligibility. If the return is approved, the refund will be issued to the original payment method within 7 business days.

After a refund has been issued, the time required for the funds to appear in the customer's account may also depend on the bank, card issuer, PayPal, or other payment provider involved.

7. Payment Method and Refund Destination

Payments on our website may be processed through Stripe or PayPal, depending on the payment method selected at checkout. Approved refunds are returned to the original payment method used for the corresponding order.

For payment security and transaction consistency, refunds are not normally redirected to a different card, bank account, PayPal account, or alternative payment method. If the original payment method is no longer available, our customer service team can assist with reviewing the situation in accordance with the applicable payment provider's procedures.

8. Exchanges, Exceptions, and Customer Support

Where an exchange is requested, availability may depend on current inventory and the circumstances of the original order. When a direct exchange is not available, the return may be handled under this policy and a new order may be placed separately.

Nothing in this policy is intended to limit rights or remedies that cannot be excluded under applicable consumer protection laws. If there are questions regarding return eligibility, refunds, damaged items, or an existing return, our customer service team can be reached at support@duvnexo.com or through our Contact Us page.