If your Duux product is not functioning correctly, email service.ca@duux.com or fill out the contact form at the bottom of our Customer Service page.
1. Report the problem
Describe the issue. We may ask for proof of purchase, your order number, the product model, a serial number where applicable, and photos or a video showing the problem.
2. Troubleshooting and assessment
We may first help you troubleshoot or, where appropriate, send a part you can replace yourself. If the defect is confirmed, we’ll explain the next steps.
3. Follow the approved instructions
A physical return is not always required. For confirmed defective products that qualify for replacement or refund, we may use Field Destruction to avoid unnecessary return transportation.
This means Duux may instruct you to permanently disable the product using a method specified for your product and provide photographic evidence. Do not disable, damage or dispose of your product without specific authorization from Duux. If the procedure cannot be performed safely, we’ll provide an alternative solution.
4. Submit evidence and receive your resolution
For Field Destruction, we may request photos showing the complete product, its identification label and serial number where applicable, the approved disabling method, and your Return Authorization or case number next to the product.
Your replacement or refund may only be processed once the required evidence has been received and approved.
5. Dispose of the product responsibly
Wait until Duux confirms that your evidence has been accepted before disposing of the product. Follow applicable local or provincial recycling requirements, including any special requirements for batteries, refrigerants or other regulated components.
