Returns & Refunds policy
Last Updated: June 06, 2026
Thank you for shopping with DURELLE. This Return and Refund Policy explains when and how eligible products purchased through www.durelle.ca may be returned, refunded, or addressed where there is an issue with an order.
This Policy forms part of, and should be read together with, DURELLE’s Terms of Use, Shipping Policy, Pre-Order Policy, and Privacy Policy. In this Policy, “DURELLE,” “Durelle,” “we,” “us,” and “our” refer to Durelle Inc. “You” and “your” refer to the customer or person making a purchase through our Website.
Please review this Policy carefully before placing an order. By purchasing products from DURELLE, you agree to this Policy.
1. Scope of this Policy
This Policy applies only to products purchased directly from DURELLE through www.durelle.ca or any official DURELLE checkout page. It does not apply to products purchased from unauthorized sellers, third-party marketplaces, resellers, or any other platform not operated by DURELLE.
DURELLE currently sells online. Unless DURELLE expressly provides otherwise, returns must be initiated online by contacting us at contact@durelle.ca. We do not accept walk-in returns or unauthorized returns.
2. Return Window
Eligible products may be returned within fourteen (14) days of delivery.
For the purpose of this Policy, “delivery” means the date on which the carrier’s tracking information shows that the order was delivered to the shipping address provided at checkout.
Return requests submitted after the 14-day return window may be refused, unless applicable law requires otherwise or DURELLE agrees in writing to make an exception.
3. Return Eligibility Conditions
To be eligible for a return, the product must be returned in its original condition. This means the product must be:
new, unused, unwashed, unaltered, and undamaged;
free from stains, scents, makeup, deodorant marks, pet hair, odours, pulls, tears, or other signs of wear;
returned with all original tags, labels, packaging, garment bags, inserts, and accessories attached or included;
returned with proof of purchase or order confirmation; and
returned in accordance with the return instructions provided by DURELLE.
DURELLE reserves the right to inspect any returned product before approving a refund. If a product does not meet the return conditions, DURELLE may refuse the return and may return the product to you at your expense.
4. Items Not Eligible for Return
The following items are final sale and are not eligible for return, refund, or exchange:
items marked “Final Sale” or otherwise identified as non-returnable at the time of purchase;
gift cards, store credits, or promotional credits;
customized, altered, personalized, made-to-measure, or specially modified items;
intimate, hygiene-sensitive, or body-contact items where return would be inappropriate for health or hygiene reasons;
items received as gifts-with-purchase, giveaways, or promotional items;
items damaged by misuse, improper care, negligence, normal wear and tear, or failure to follow care instructions; and
any item returned after the applicable return window.
Sale or discounted items may also be designated as final sale at the time of purchase. Where an item is designated as final sale, that designation will govern.
5. Pre-Order Items
Pre-order items are subject to DURELLE’s Pre-Order Policy. Unless otherwise stated at the time of purchase, DURELLE’s estimated pre-order processing time is approximately eight (8) to twelve (12) weeks before shipment.
Once an eligible pre-order item has been delivered, it may be returned within fourteen (14) days of delivery if it satisfies the return conditions in this Policy and was not marked final sale, customized, altered, or otherwise excluded from return.
Cancellation of pre-orders before shipment is governed by DURELLE’s Pre-Order Policy and any specific terms disclosed at the time of purchase.
6. Exchanges
DURELLE does not currently offer direct exchanges. If you would like a different size, colour, or product, you should return the eligible product in accordance with this Policy and place a new order for the preferred item.
Because DURELLE products may be limited in quantity or available by pre-order, we cannot guarantee that a replacement size, colour, or item will be available when your return is processed.
7. How to Start a Return
To start a return, contact DURELLE at contact@durelle.ca within fourteen (14) days of delivery and include:
your full name;
your order number;
the email address used for the order;
the item or items you wish to return;
the reason for the return; and
clear photographs of the item.
If your return request is approved, DURELLE will provide return instructions and the return shipping address. Do not send products back until DURELLE has approved the return request and provided instructions.
Unauthorized returns, returns sent to the wrong address, returns sent without sufficient identifying information, or returns sent after the return window may be refused.
8. Return Shipping
Unless DURELLE confirms that the product was defective, damaged on arrival, or incorrect due to DURELLE’s error, you are responsible for the cost of return shipping and for ensuring that the returned product reaches us safely.
We recommend using a trackable shipping service and retaining proof of shipment. DURELLE is not responsible for returns that are lost, delayed, damaged, misdirected, or not delivered to us.
DURELLE does not accept cash-on-delivery returns or returns requiring payment on delivery. Any such package may be refused.
9. Refunds
If your return is approved after inspection, DURELLE will issue a refund to the original payment method used for the purchase, unless otherwise required by applicable law or agreed by DURELLE in writing.
Original shipping fees, return shipping fees, customs duties, import taxes, brokerage fees, tariffs, and other third-party charges are non-refundable, unless the return is due to DURELLE’s error.
Refunds are usually processed within seven (7) to ten (10) business days after DURELLE receives and approves the returned item. Your bank, card issuer, or payment provider may require additional time to post the refund to your account. DURELLE is not responsible for delays caused by financial institutions or payment processors.
10. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact DURELLE at contact@durelle.ca within forty-eight (48) hours of delivery. Your message should include your order number, a description of the issue, and clear photographs showing the product, packaging, and any visible damage or error.
DURELLE will review the information provided and may, at its discretion and subject to product availability and applicable law, offer a repair, replacement, refund, store credit, or other appropriate solution.
Damage caused by misuse, improper washing or care, alterations, normal wear and tear, or failure to follow care instructions is not considered a product defect.
11. International Returns
DURELLE ships worldwide and accepts eligible international returns, subject to this Policy. International customers are responsible for return shipping costs, customs documentation, duties, taxes, brokerage fees, and any other charges associated with returning the product to DURELLE, unless the return is due to DURELLE’s error. DURELLE is not responsible for customs delays, refused packages, unclaimed packages, or fees imposed by customs authorities, postal services, couriers, or other third parties.
12. Order Cancellation
If you wish to cancel an order, contact DURELLE at contact@durelle.ca. We may be able to cancel a regular order if it has not yet been processed, packed, or shipped. Once an order has been processed, packed, or shipped, it cannot be cancelled and must be handled as a return if eligible.
Pre-order cancellations are governed by DURELLE’s Pre-Order Policy and any specific terms disclosed at the time of purchase.
13. Refused, Unclaimed, or Undeliverable Packages
If a package is refused, unclaimed, returned to sender, or undeliverable because of an incorrect or incomplete address, missed delivery, unpaid customs charges, or any other reason not caused by DURELLE, we may deduct from any refund the original shipping cost, return shipping cost, carrier fees, customs charges, and any other costs incurred by DURELLE.
14. Chargebacks and Payment Disputes
If you have a concern about an order, please contact DURELLE first at contact@durelle.ca so that we can review and attempt to resolve the issue. DURELLE reserves the right to suspend or restrict future purchases where a customer initiates an improper chargeback, payment dispute, or fraudulent claim.
15. Changes to this Policy
DURELLE may update or modify this Policy at any time by posting a revised version on the Website. The revised Policy will apply from the date it is posted, unless otherwise stated. Your continued use of the Website or purchase of products after changes are posted constitutes your acceptance of the revised Policy.
16. Contact Us
If you have questions about this Return and Refund Policy or wish to start a return, please contact us at:
Durelle Inc.
Email: contact@durelle.ca
Location: Canada