Returns Policy

DUKES-POL-003 Returns, Exchanges & Refunds Policy

1. Purpose

This Returns, Exchanges & Refunds Policy outlines the process for returning or exchanging items purchased from DUKES The Brand (“DUKES”, “we”, “our”, “us”).
We are committed to complying with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) and to ensuring our customers are treated fairly and transparently.

 

2. Returns

We accept returns for change of mind if the following conditions are met:

  • The item is unused, unworn and undamaged;
  • The item is in the same condition as when received;
  • The original hangtags are attached and in packaging; and
  • The item is returned within 14 days of delivery.

Returns that do not meet these criteria may be refused.

 

3. Sale and Custom Items

Sale items and custom-made items are final sale and cannot be returned, exchanged, or refunded unless required by law (for example, if the product is faulty).

 

4. Process for Returns or Exchanges

Please return your item with a completed returns slip provided in your order.

Email a copy of your returns form to returns@ddapparrel.net within 14 days of delivery.
Include your order number, the item(s) you wish to return, and the reason for return.
Once approved, you will receive instructions on how and where to send the item(s).

Items must be returned to the address provided on the return slip included with your order.

 

5. Return Shipping Costs

Customers are responsible for all return shipping costs, except where the item is faulty or incorrect due to an error by DUKES.
We recommend using a tracked shipping service as we are not responsible for items lost or damaged in transit.

 

6. Faulty or Incorrect Items

If you believe you have received a faulty or incorrect item, please contact us within 7 days of delivery with your order number and clear photographs showing the issue.
We will assess the claim and, if approved, provide a replacement, exchange, or full refund (including return postage).

 

7. Refund Method

Approved refunds will be processed via the same method used for payment within a reasonable timeframe after the returned item is received and inspected.
Shipping costs are non-refundable except where required under Australian Consumer Law.

 

8. Exchanges

Exchanges will be processed once the original item has been received and approved for return.
If the requested item is unavailable, a refund or store credit will be issued instead.

 

9. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact our customer team at returns@ddapparrel.net.