Refund policy
All of our Products are designed and made with great care and, of course, we want you to be delighted with your purchase. However, if you are not entirely satisfied for any reason please follow these guidelines:
You are entitled to cancel your order, providing your order has not been dispatched. The customer may not cancel any orders for custom products or services once production has commenced. Dupenny must be notified by email on hello@dupenny.com.
RETURNS / EXCHANGES
If you purchased our Products via our Website, we operate under the Distance Selling Regulations. Please contact us within 7 (seven) days of receiving your goods to arrange an exchange or refund and return the item to us in its original condition and packaging within 14 (fourteen) days of receiving your goods.
If you purchased our Products in person at one of our events, we operate an exchange service only. Please contact us within 14 (fourteen) days from the date of purchase to arrange an exchange and return the item to us in its original condition and packaging within 30 (thirty) days from the date or purchase.
We ask that you take reasonable care when handling the Products and return the Products unopened, unused and in their original packaging.
When returning the Products, please package the Products properly and securely to ensure the Products are not damaged in transit.
We recommend that you return any Products via a recorded delivery service, whatever the reason for the return. Proof of posting will assist you in tracking any shipment which is reported as lost, damaged, mislaid or otherwise undelivered/undeliverable. Please note that we are not liable for any loss or damage to returned Products in transit.
If returned Products are lost or damaged in transit, we reserve the right to charge you (or refund you any amounts attributed to) such loss or damage.
Please note that the original postage costs and PayPal fees will be deducted from your refund unless the fault lies with Dupenny.
Returns can be sent to: Dupenny, Unit 27, Level 6 North, New England House, New England Street, Brighton, East Sussex BN1 4GH.
EXCLUSIONS
We regret that we are unable to issue refunds and exchanges for the following, unless fault lies with Dupenny:
Sale items
Used or damaged goods if signed for
Made to order items, such as fabric
Bespoke products/services that have been customized to suit your specific requirements
Intimate items, such as lingerie and cosmetics.
FAULTY / DAMAGED ITEMS
We never knowingly ship damaged goods. Occasionally, however things do get lost or damaged in transit. For this reason, our shipping charges include insurance where we deem necessary.
We retain proof of all postage. Dupenny is only responsible for goods until they are delivered to you, your dedicated safe place or your nominated neighbour. Once goods have been accepted and signed for, you are responsible for them.
If your parcel arrives and looks damaged we advise you to ask the courier to wait whilst you inspect the contents. In the event that the goods are damaged please tell the courier you wish to reject the parcel. If you are unable to open the package in the presence of the courier, please sign for it as “Damaged package; goods not yet inspected” or similar. This will warn the courier that an insurance claim may be forthcoming.
On delivery please check all Products carefully within 24 (twenty-four) hours for any possible defects or missing pieces. If you believe any of our Products may be defective or of unsatisfactory quality please notify us immediately so that we can send replacement goods.
Please retain all relevant documentation. Proof damage to the packaging and Product(s), for example photographs of the damage, may be required for our couriers.
We ask that you take reasonable care of the Products while your claim is being investigated. Please do not return damaged or defective goods until requested to do so as this may incur unnecessary additional costs.
Dupenny cannot entertain a claim for goods lost or damaged in transit if the above has not been adhered to.
We will not be liable for any direct or indirect loss of profits or any other financial loss or damage arising out of defective, damaged, or wrongly delivered goods, over and above the value of the goods themselves.
‘Defective products’ does not cover wear and tear, neglect, abuse or misuse of your goods, loss or damage, fire, smoke, explosion, lighting, sunlight, infestation by animals or boring insects, theft or loss or accidental damage caused by a third party.
REFUNDS
Once your return is received and inspected to our satisfaction, we will issue a refund within 7 days.
Refunds can only be made via the payment method originally used to purchase the goods.
If the Product(s) are confirmed defective we will reimburse you for reasonable return postage costs.
If all Products confirmed defective constitute the entire order or if all Products were faulty or damaged, the original delivery charge will be reimbursed.
There are certain situations where only partial refunds are granted:
Any item not in its original condition
Any item that is damaged or missing parts for reasons not due to our error
If you have any questions or concerns regarding a return or refund please contact us at hello@dupenny.com.