Refund policy

RETURNS

DUKE STORE returns policy is in addition to consumers rights under the Australian Consumer Law. Please read the following carefully to ensure customers are fully aware of their rights under this policy and DUKE STORE obligations to you. All refunds will be issued using the customers original payment method.  For change of mind return/exchange, the delivery fee/cost is non-refundable.

  

CHANGE OF MIND

If a customer wishes to return an item because they have changed their mind about the purchase, DUKE STORE will offer the customer with an exchange voucher or refund provided that:

• The customer notifies DUKE STORE within 7 days of receiving the item and return it within 14 days of purchase.
• The item is in resaleable condition including that: It is in its original packaging, including instruction manuals and all accessories; It is unworn, unopened, unused and in its original condition.

If these requirements are not satisfied DUKE STORE reserves the right not to exchange or refund for change of mind returns.

 

GOODS EXCLUDED FROM CHANGE OF MIND RETURNS

DUKE STORE will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

• Fragrances
• Hosiery
• Underwear
• Gift cards

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

 

OTHER RETURNS

DUKE STORE will accept product returns and provide customers with an exchange voucher, refund or repair where:

• The product is faulty, or
• The product is not fit for its intended purpose, or
• When a manufacturer determines a problem or fault with a product.

DUKE STORE reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect. DUKE STORE goods come with guarantees that cannot be excluded under the Australian Consumer Law. Customers are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

ASSESSMENT OF FAULT

DUKE STORE reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. Products will be sent to the appropriate claims teams for secondary assessment  This may result in a repair, exchange or refund being refused.