REFUND AND RETURN POLICY

Last Updated: May 22, 2025

At Duchess Apparel, we are committed to ensuring your satisfaction with our unique products. Due to the intimate and sensitive nature of the items we sell (women’s leather harnesses, leather toys like whips and restraints, and masks), we have a strict policy regarding returns and exchanges to ensure hygiene, safety, and the integrity of our merchandise.

Please read this policy carefully before making a purchase. Your purchase constitutes your agreement to this Refund and Returns Policy.

1. ELIGIBILITY FOR RETURNS & EXCHANGES

1.1. Returns (Unopened Packages ONLY):

• Condition: We accept returns exclusively for items that are in their original, sealed, unopened, and untampered packaging. The product must be completely unused, undamaged, and in a condition suitable for resale.
• Reason: Returns are accepted if the product is defective upon receipt (while still sealed) or if you have simply changed your mind, provided the package remains unopened and meets all other conditions.
• Hygiene & Safety: Due to the intimate nature of our products, any item where the original sealed packaging has been opened, broken, or tampered with will NOT be eligible for return or refund, under any circumstances. This policy is strictly enforced for health and hygiene reasons.

1.2. Exchanges (Mixed-Up Orders ONLY):

• Condition: Exchanges are only permitted if you received an item that was incorrect in terms of color or size compared to what you originally ordered. The product must be completely unused, in its original, unopened packaging (if applicable to confirm the error without compromising hygiene), and in a perfectly resalable condition.
• Notification Window: You must notify Duchess Apparel of the discrepancy within 48 hours of receiving your order. Notifications received after this timeframe may not be eligible for an exchange.

2. ITEMS NOT ELIGIBLE FOR RETURN OR EXCHANGE

The following items are NOT eligible for return, refund, or exchange under any circumstances:

• Any product where the original sealed packaging has been opened, broken, or tampered with.
• Products that show any signs of use, wear, or damage.
• Products not returned in their original condition and packaging.
• Items where the customer has simply changed their mind after opening the package.
• Items reported for exchange beyond the 48-hour notification window.

3. RETURN & EXCHANGE PROCESS

3.1. Initiate Your Request:

• To request a return or exchange, please contact our Customer Care team immediately via email at sales@duchessapparell.co.ke.
• In your email, please include:
  • Your full name and contact information.
  • Your Order Number.
  • A clear explanation of whether you are requesting a return or an exchange.
  • For exchanges, specify the incorrect color/size received and the correct color/size you ordered. Providing clear photos of the incorrect item (especially showing the sealed packaging and the discrepancy) will expedite the process.

3.2. Authorization:

• Our Customer Care team will review your request based on the eligibility criteria outlined above.
• If your request is approved, you will receive instructions on how to return the item. Do NOT send any items back without prior authorization. Unauthorized returns may not be accepted or refunded.

3.3. Packaging & Shipping the Item Back:

• Securely package the item in its original, sealed, and undamaged packaging.
• Include a copy of your original invoice or order confirmation.
• You will be responsible for the shipping costs associated with returning the item for a refund.
• For eligible exchanges due to our error (mixed-up order), Duchess Apparel will cover the shipping costs for sending the correct item back to you.
• We recommend using a trackable shipping service, as we cannot be responsible for items lost during return transit.

3.4. Inspection:

• Upon receipt of the returned item, our team will thoroughly inspect it to ensure it meets all eligibility criteria (e.g., unopened packaging, unused condition).

4. REFUNDS

• Refunds will only be processed for items that meet all the conditions for an eligible return (Section 1.1).
• Once your returned item has been inspected and approved, your refund will be processed to your original method of payment.
• Please allow 5-10 business days for the refund to appear on your statement, depending on your bank or payment provider.
• Shipping costs from the original order are non-refundable, unless the return is a direct result of an error on our part (e.g., you received a defective item that was unopened, or a mixed-up order where a refund was agreed upon instead of an exchange).

5. DAMAGED OR DEFECTIVE ITEMS (Upon Receipt, Sealed)

If you receive a product that is damaged or defective while still in its original, unopened, and sealed packaging, please contact our Customer Care team at sales@duchessapparell.co.ke within 48 hours of receipt. We will work with you to assess the issue and provide a suitable resolution, which may include a replacement or refund, subject to verification of the damage/defect without compromising hygiene.

6. CONTACT US

For any questions regarding our Refund and Returns Policy, please do not hesitate to contact our Customer Care team:

Email: sales@duchessapparell.co.ke