If you purchased directly from Duux in Canada, you can request a return within 30 calendar days of delivery.
1. Contact us
Email service.ca@duux.com or fill out the contact form at the bottom of our Customer Service page. Include your order number, the product you wish to return and the reason for your return. You’ll also need proof of purchase.
2. Receive return authorization
If your request is approved, we’ll provide a Return Authorization (RMA) and return instructions. Please do not send your product back before receiving authorization. We may ask you to ship it within 14 calendar days of authorization.
3. Pay for return shipping
Return shipping must be arranged through Duux. You’ll need to pay the return shipping cost in advance before we issue your return label. You cannot arrange your own shipment or use another carrier.
4. Prepare and ship your product
Your product must be complete, clean, undamaged and suitable for reasonable resale. Include all supplied accessories, manuals, remote controls, adapters and other components. Where reasonably possible, use the original packaging and pack the product carefully.
You may open the packaging and briefly inspect or test the product, but it must not show significant or prolonged use. Additional conditions apply:
- Humidifiers: Must be clean and free from significant water residue, limescale or contamination.
- Air purifiers: Filters must not show significant use or contamination.
- Fans and heaters: Brief testing is allowed, but prolonged use is not.
- Dehumidifiers and portable air conditioners: Include all hoses, window kits and supplied accessories. The product must not show installation damage or significant use.
5. Inspection and refund
Once we receive your return, we’ll inspect it. If approved, we’ll refund the eligible amount to your original payment method where possible.
The refund normally includes the product price and applicable sales taxes. Original shipping costs and return shipping costs are normally non-refundable, unless applicable law requires otherwise.
Significant use, damage, missing components, modifications, contamination or a material loss in value may result in a reduced or refused voluntary refund where permitted by applicable law and our policy. Damage caused by inadequate return packaging may also affect your refund.
Please allow your payment provider’s normal processing time for the refund to appear in your account.
