Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

PLEASE DOWNLOAD THE FORM BELOW AND PACKAGE IT WITH YOUR RETURN. (ORDERS SENT BACK WITHOUT THE REFUND/EXCHANGE FORM THAT CANNOT BE IDENTIFIED WILL NOT BE FAULT OF DUCO ACTIVE PTY LTD.)

>> Duco Active Customer Return/ Exchange Form <<

To start a return, you can contact us at contact.us@ducoactive.com.au. 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.

You can always contact us for any return question at contact.us@ducoactive.com.au.

All sales on CLEARANCE & SALE PERIODS and ITEMS are FINAL and WILL NOT be refundable or exchangeable, unless it is a manufacturing fault.

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

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Balling of the material between the thighs will not be a reason for a refund as it is common for these areas to ball in all materials, if balling is found anywhere else, then and only then will a refund be considered. Please get in touch if you have questions or concerns about your specific item.

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

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. If the exchange is due to a change of mind or an incorrect size was purchased, the cost of the return will be placed onto the customer. If however, the item received is a fault of DUCO Active Pty Ltd, the cost will be borne by us.

 

Refunds
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.