1. Returns & Withdrawal
In accordance with EU consumer protection laws, you have the right to withdraw from your purchase within 14 days from the date you receive your order, without giving any reason, and request a refund.
2. Condition of Items
To be eligible for a return, your item must be:
- Unworn, unwashed, and in original condition. (T-shirts)
- In its original packaging (cardboard sleeve or plastic).
- Accompanied by the order number or proof of purchase.
Please note: CDs must be returned in good condition and without signs of misuse. We reserve the right to refuse returns that show signs of damage, excessive use, or improper handling.
3. Shipping Costs
- Customer’s Responsibility: If you change your mind, choose the wrong size, or simply no longer want the item, return shipping costs are at your expense.
- Our Responsibility: If we made a mistake (wrong size or item sent), we will cover the return shipping costs or send a replacement at no extra charge.
4. Damaged or Defective Items
We take great care in packaging your order.
- Action required: If your package arrives visibly damaged, please refuse it or take photos before opening.
- Report: Any issues should be reported to merch@dualisis.com within 48 hours of delivery with photos of the packaging and the product for faster handling. We will assist you in resolving the situation or filing a claim with the carrier.
5. How to Start a Return
Contact us at merch@dualisis.com with your Order Number. We will provide the return address and instructions. Do not send items back without contacting us first.
6. Refunds
Once we receive and inspect the return, we will process your refund to your original payment method within 7 to 10 business days. Shipping fees from the original order are non-refundable.