Refund policy

Last updated: October 30, 2026

We want you and your pet to love your Dualuz order. If something isn't right, here's how we'll help.

30-day returns

You can request a return within 30 days of delivery. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. For hygiene reasons, items that have been used by a pet (for example beds, brushes, bowls or lick mats with signs of use) cannot be returned unless they arrived damaged or defective.

How to start a return

Email us at info@dualuz.com with your order number and the reason for the return. We'll reply with return instructions and the return address. Please do not send items back without contacting us first, as returns sent to the wrong address cannot be processed.

Return shipping costs

If you're returning an item because you changed your mind or chose the wrong size or color, return shipping is the customer's responsibility. If your item arrived damaged, defective or incorrect, return shipping is on us.

Damaged, defective or wrong items

Please inspect your order on arrival. If anything is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and a photo of the issue. We'll send a replacement or issue a full refund — in most cases you won't need to send the item back.

Exchanges

The fastest way to get a different size or color is to return the item you have and place a new order for the one you want.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear.

If more than 15 business days have passed since we approved your refund and you haven't received it, please contact us at info@dualuz.com.

Cancellations

You can cancel your order free of charge before it ships. Once an order has shipped, the return process above applies.