Returns & Refunds Policy - Canada

Last updated: October 2026

This policy applies to products purchased directly from Duux in Canada. It covers both Change of Mind Returns and Defective Products, and applies in addition to any mandatory consumer rights under applicable Canadian law.

 

We want you to be happy with your Duux product. This Returns & Refunds Policy explains how returns are handled for products purchased directly from Duux in Canada.

There are two main types of returns:

1.     Change of Mind Returns - where the product is not defective, but you no longer wish to keep it.

2.     Defective Products - where the product does not function as intended.

This policy is in addition to any rights you may have under applicable Canadian federal, provincial or territorial consumer protection laws.

1. Change of Mind Returns

If you change your mind about a purchase, you may request a return within 30 calendar days from the date your order was delivered.

Return conditions

To qualify for a Change of Mind return:

·        the return request must be submitted within 30 days of delivery;

·        proof of purchase must be provided;

·        the product must be complete;

·        all accessories, manuals, remote controls, adapters and other supplied components must be included;

·        the product must be clean and undamaged;

·        the product must not show signs of significant or prolonged use; and

·        the product must be in a condition that allows it to be reasonably resold.

You may open the packaging and inspect the product. However, the product should only be handled to the extent reasonably necessary to inspect it and determine whether it is suitable for you.

Where reasonably possible, please return the product in its original packaging.

Product-specific conditions

For certain products, additional conditions apply.

Humidifiers: The product should be returned clean and free from significant water residue, limescale or contamination.

Air Purifiers: Filters should not show signs of significant use or contamination.

Fans and Heaters: The product may be briefly tested but should not show signs of prolonged use.

Dehumidifiers and Portable Air Conditioners: The product must be returned complete, including hoses, window kits and other supplied accessories, and must not show installation damage or significant signs of use.

2. How to Request a Change of Mind Return

Before returning a product, please contact Duux Customer Service and provide:

·        your order number;

·        the product you wish to return; and

·        the reason for the return.

If your return is accepted, we will provide you with a Return Authorization (RMA) and return instructions.

Please do not send products back without first receiving return authorization.

We may ask you to ship the product within 14 calendar days after receiving your return authorization.

3. Return Shipping for Change of Mind Returns

For a Change of Mind return, the return shipment must be arranged through Duux.

Once your return request has been approved, Duux will provide you with a return label.

The cost of the return label is the responsibility of the customer and must be paid in advance before the return label is issued.

Customers may not arrange their own return shipment or use an alternative carrier.

Once payment for the return shipping has been received, Duux will provide the return label and shipping instructions.

Please package the product carefully and follow the return instructions provided by Duux.

Damage caused by inadequate return packaging may affect your refund where permitted by applicable law.

4. Inspection of Change of Mind Returns

Returned products will be inspected after receipt.

If the product is complete, clean, undamaged and meets the conditions of this policy, the applicable refund will be processed.

If a returned product:

·        has been significantly used;

·        is damaged;

·        is incomplete;

·        has missing accessories;

·        has been modified;

·        is contaminated; or

·        has otherwise materially decreased in value,

Duux may reduce or refuse the voluntary Change of Mind refund where permitted by applicable law and this policy.

If our inspection shows that the product is defective rather than simply unwanted, the return may be transferred to our defective product procedure.

5. Refunds for Change of Mind Returns

Once the returned product has been received and approved, we will refund the eligible amount to the original payment method where possible.

An approved Change of Mind refund normally includes:

·        the full amount paid for the returned product, including applicable sales taxes.

Unless required by applicable law, the following are normally not refundable for a voluntary Change of Mind return:

·        return shipping costs; and

·        original shipping costs.

Please allow normal payment-provider processing time for the refund to appear on your account.

DEFECTIVE PRODUCTS

6. Reporting a Defective Product

If your Duux product is not functioning correctly, please contact Duux Customer Service.

We may ask you to provide:

·        proof of purchase;

·        your order number;

·        product model;

·        serial number, where applicable;

·        a description of the problem; and

·        photographs or video showing the issue.

We may first provide troubleshooting assistance or, where appropriate, send a consumer-replaceable spare part.

7. Field Destruction for Defective Products

For confirmed defective products, Duux generally aims to avoid unnecessary return transportation.

Where a product qualifies for replacement or refund and physical return is not required, our standard procedure may be Field Destruction.

This means that instead of returning the defective product, you may be instructed by Duux to permanently disable it and provide photographic evidence.

Important: Do not disable, damage or dispose of your product unless Duux has specifically authorized you to do so. Destroying a product before receiving authorization may affect our ability to process your claim.

8. Field Destruction Procedure

If Field Destruction is authorized, Duux will provide specific instructions for your product.

For suitable mains-powered appliances, this may include:

1.  switching the product off;

2.  unplugging it completely from the electrical outlet;

3.  ensuring it is no longer connected to any power source;

4.  permanently disabling the product using the method specified by Duux, which may include cutting the external power cord; and

5.  providing the requested photographic evidence.

You must never:

·        cut a power cord while the product is connected to electricity;

·        open or dismantle the appliance unless specifically instructed;

·        access internal electrical wiring;

·        puncture or damage a battery;

·        interfere with a refrigerant circuit;

·        dismantle a compressor; or

·        perform any other action not specifically authorized by Duux.

If Field Destruction cannot be performed safely, we will provide an alternative solution.

9. Evidence Required for Field Destruction

We may ask you to provide photographs showing:

·        the complete product;

·        the product identification label and serial number, where applicable;

·        the approved destruction method; and

·        the 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.

10. Disposal and Recycling

Once Duux has confirmed that the Field Destruction evidence has been accepted, you may dispose of the product.

Electrical and electronic products should be taken to an appropriate local or provincial recycling or e-waste collection facility where required or available.

Products containing batteries, refrigerants or other regulated components must be disposed of in accordance with applicable local or provincial requirements.

11. Safety-Related Defects

Different procedures apply if the reported defect could present a health or safety risk.

Examples include:

·        fire;

·        smoke;

·        melting;

·        electric shock;

·        serious overheating;

·        burns;

·        damaged or swollen batteries; or

·        another potentially unsafe failure.

If you experience a potential safety issue:

·        stop using the product;

·        disconnect it from electricity if it is safe to do so;

·        contact Duux Customer Service; and

·        do not destroy or dispose of the product unless Duux instructs you to do so.

Duux may need to preserve the product for investigation or comply with Canadian product safety reporting requirements.

12. Product Recalls

If your product is subject to an official safety recall or corrective action, the instructions provided for that specific recall take precedence over this Returns & Refunds Policy.

Depending on the recall, you may be offered:

·        repair;

·        replacement;

·        refund;

·        product return;

·        Field Destruction; or

·        another appropriate remedy.

13. Products Purchased from Another Retailer

This policy applies primarily to products purchased directly from Duux Canada.

If you purchased your Duux product from another retailer, please contact that retailer first regarding a Change of Mind return.

For defective products, you may have rights against the retailer, Duux, or both, depending on the applicable consumer protection laws and warranty arrangements.

14. Incorrect or Damaged Deliveries

If:

·        you received the wrong product;

·        an item is missing from your order; or

·        your product arrived damaged,

please contact Duux Customer Service as soon as possible.

These situations are not treated as Change of Mind returns.

Where the issue is caused by Duux or by delivery of the order, Duux will provide the appropriate return, replacement or refund instructions and will normally cover reasonable return shipping costs.

15. Statutory Consumer Rights

Our 30-day Change of Mind return policy is a voluntary Duux policy.

It does not replace or limit any mandatory rights you may have under Canadian federal, provincial or territorial consumer protection laws.

In certain circumstances, applicable law may provide additional cancellation, warranty, repair, replacement or refund rights.

Where mandatory law provides you with greater rights than this policy, those statutory rights will apply.

This includes any applicable rights available to consumers in Québec and other Canadian provinces or territories.

16. Contact Us

To request a return, report a defective product or ask a question about this policy, please contact:

Duux Customer Service
Email	service.ca@duux.com
Website	https://duux.ca/pages/customer-service

Please include your order number whenever possible so we can assist you efficiently.