Last updated on October 5, 2024

 

1. Claims for Misprints, Damages, or Defective Items
All claims for misprinted, damaged, or defective items must be submitted within 30 days of receiving the product. For packages lost in transit, claims must be submitted no later than 30 days after the estimated delivery date. Any errors on our part will be covered at our expense.

 

2. Reporting Issues
If you notice any problems with the products or order, please submit a problem report. We will investigate and respond promptly.

 

3. Wrong Address
If an insufficient or incorrect address is provided, the shipment will be returned to the facility. You will be responsible for the cost of reshipping after confirming the updated address.

 

4. Unclaimed Shipments

Unclaimed shipments will be returned to our facility, and you will be liable for the cost of reshipping the items. Unclaimed returns will be donated to charity after 30 days.

 

5. Non-Returnable Goods
For health and hygiene reasons, we do not accept returns for sealed goods such as face masks. These items will not be reshipped and will be disposed of if returned.

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6. Customer Returns
Before returning any products, please contact us. We do not offer refunds for buyer’s remorse, except for customers in Brazil. Size exchanges or returns for other items are at your expense.

*For Brazilian customers, you must contact us within 7 days of receiving your product and provide a photo of the item. Refunds will not be possible if the product has been used or damaged.*

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7. EU Consumer Rights
According to Article 16(c) and (e) of Directive 2011/83/EU, personalized goods and sealed goods unsealed after delivery are not eligible for return.

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For further questions, please refer to our FAQs or contact help@dualcultura.com.