Refund policy

REFUNDS AND RETURNS

We Want you to be delighted with your purchase and the service you receive and rely on repeat custom. If you have any problems you can always contact us for any return question at support@duratribe.co.uk. 

We always strive to ensure customer satisfaction and are 100% certain that customers will be delighted with their purchase. However in an unlikely event, should you want to return an item to us you have up to 30 days to return your purchase for a full refund minus collection, restocking and repackaging fees where applicable. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

REFUNDS

To start a return, you can contact us at support@duratribe.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and refund will be refused.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We reserve the right to deny return on any items that are hand crafted or custom made. In cases where item is damaged or faulty, we have the right to either replace it or to collect it back and issue full refund. In case of mattresses toppers and pillows, we reserve full right to deny return if the packaging has been opened or tempered with due to hygiene reasons (with exception of products with free sleep trial). See Mattresses, Mattress Toppers, Pillows section for further details.

UNWANTED GOODS

If you are not happy with your item for any other reason you want to return the purchased goods you may send it back to us in the original unassembled and unused condition and packaging and get a refund.

Should you wish to return your unwanted goods you must notify us within 14 days of receiving goods.

We will refund the purchase price of the returned goods including standard cost of shipping to you if you have paid any, if the returned item meets conditions set out in this section. We will not refund the cost of expedited or non-standard shipping.

You must return the unwanted goods to us within 30 days of the delivery.

You, the buyer, is responsible for the carriage costs involved when returning unwanted goods. Transporting large and fragile goods carefully is expensive and we respectfully request that customers make themselves aware of these potential charges before purchasing.

You, the buyer, is responsible for making sure that returned good are well packed (either in original packaging of equivalent standard) and they get back to us undamaged, in a saleable condition.

If you would like us to collect the item via our delivery van we are happy to do so at additional cost depending on the type, size and weight of the item (typically ranging between £25 and £60) . Please note that our delivery vans have limited slots/days.

We reserve the right to charge you repackaging cost of up to £25 per item if the packaging has been damaged when opening the goods or damaged during transit back to us and not in resalable condition.

We will credit your original source of payment (card or bank account) with the net refund within 14 days of us receiving the returned items and upon satisfactory inspection by us.

Refunds will not be processed unless:

(a) The returned goods are in there original, undamaged packaging. It must be in resalable condition (as you received them)

(b) The returned goods are accompanied by a fully completed returned goods form and affixed or placed inside the packaging

(c) If returning a mattress or mattress topper, it must be unopened, unused and sealed. We are unable to accept returned mattress if they are taken out of their original packaging for hygiene reasons

If item has been used, we may or may not accept return depending upon the item. See the item specific terms for related items below.

DAMAGES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, so that we can evaluate the issue and make it right.

We inspect all items before we send them to you to make sure they are delivered in pristine condition. However we do understand that goods may be damaged in transit and in this case we offer a fast replacement for any damaged item at our cost. On arrival of goods, you MUST inspect the exterior of the goods before signing for any visible signs of damage. If goods appear damaged, either reject the goods or accept them and sign for as DAMAGED (write on the delivery receipt and give it back to the delivery company).

Goods received damaged must be reported to us within 48 hours of delivery to enable us to process your replacement/refund as quickly as possible. You may notify us via email.

We would be unable to accept liability if you fail to report goods received damaged within 48 hours of such delivery.

Using the damaged goods intentionally will void the warranty and we will not be able to entertain any claims later on, or accept liability.

We will send you the replacement goods free of charge if they are in stock. In the event where they are out of stock for unreasonable duration and discontinued, we may issue you full refund including delivery cost if originally paid.

EXCEPTIONS/NON-REFUNDABLE ITEMS

We are unable to accept returns on custom made or handcrafted furniture or other items. They are specifically made to your requirements which means we are unable to offer them as custom made to another customer.

Unfortunately, we cannot accept returns on sale items or gift cards.

Of course we will send a replacement where the item is faulty or damaged, and collect damaged goods at our own cost.

Updated March 2023