Refund policy

Warranty Policy

The warranty period for our garments is 30 days, counted from the date the customer receives the product. Once the claim is received, the product will be reviewed, and a response will be provided within a maximum of 15 business days.

If the garment has a defect and can be repaired, we will proceed with the repair. If the garment cannot be repaired, the product will be exchanged. If the defect persists, the customer can choose between receiving a new exchange or an alternative solution.

Important note: Promotional products, purchased during events such as "VAT-Free Day," or at special prices, are not subject to exchanges or returns.

Procedure to report a warranty claim:

• You must email us at info@duluva.com and include the following text in the subject line: WARRANTY INVOICE # (insert your invoice number here).
  
• In the body of the message, you must provide your personal information, explain the reason for your claim, and attach one or more photos of what happened to the garment.
  
• As soon as we receive your email, we will send the information to the quality department, where we will evaluate the situation and inform you of the next steps.

Without prejudice to the foregoing, the legal warranty on the product is subject to the provisions of Dutch consumer law, as laid down in Book 7 of the Dutch Civil Code and the relevant EU directives on consumer protection.

Exchange and Return Policies

At Duluva, we want you to be completely satisfied with every item you purchase. Therefore, we offer you up to 30 calendar days to request an exchange if the product does not meet your expectations.

To process your request, it is important that the items meet the following conditions:

• Garments must be unworn, in perfect condition, with tags attached, and in their original packaging.
  
• For safety and hygiene reasons, returns of panties, tops, and bras are not accepted. This exception is regulated in Article 6:230p(e) of the Dutch Civil Code, which stipulates that products that are not suitable for return for health or hygiene reasons are not covered by the right of withdrawal.

However, if any of these products have a manufacturing defect, we will apply the terms described in our Warranty Policy.

Exchange Options:

For products of the same value: We will exchange them without additional charges or refunds.
For products of lower value: We will send you a coupon for the remaining balance, which you can use through our WhatsApp channel.
For products of higher value: You will only have to cover the difference between the products.

Value applied to exchanges: If the product was purchased with a discount or promotion, the value that will be taken into account will be the actual price paid, not the original price.

Exchanges will be processed within 8 business days of receiving the product at our facilities.

If the product requested for exchange is out of stock, a coupon for the value of the product will be issued via WhatsApp.

At Duluva, our goal is to support you and ensure you have a unique experience every step of the way.

We're here to help!