Refund policy

At Durre, we are committed to ensuring your complete satisfaction with every purchase. If you are not entirely happy with your order, please review our refund and exchange policy below.

Returns & Refunds

  • Customers within the United Arab Emirates (UAE) may request a return or refund within 24 hours of receiving their order.
  • Refunds will be processed to the original payment method once the returned item has been received and successfully inspected.
    • Returned items must be:
    • Unused and unworn.
    • In their original condition.
    • Returned with all original packaging, tags, certificates, and accessories.
  • Delivery charges and return shipping fees are non-refundable and will be deducted from the refund amount unless the return is due to a damaged, defective, or incorrect item delivered by Durre.
  • If more than three (3) items from the same order are returned, a separate return shipping fee may apply to each item.

Exchanges

  • Customers may request an exchange within 24 hours of receiving their order.
  • Exchanges are subject to product availability and may be requested for:
    • A different size (where applicable)
    • A different colour
    • Another available product
    • The item must be returned in its original, unused condition with all original packaging and tags attached.
  • If the requested replacement item is unavailable, a refund will be offered in accordance with this policy.
  • Shipping charges for exchanges will apply unless the exchange is due to an error on our part or a manufacturing defect.

Return & Exchange Process

To request a return or exchange:

  1. Contact our customer support team within 24 hours of receiving your order.
  2. Provide your order number along with the reason for the return or exchange.
  3. Our team will arrange the return collection or provide further instructions.
  4. Once the returned item has been inspected and approved, your refund or exchange will be processed.

Processing Time

  • Return Collection: Usually within 1–3 business days.
  • Refund Processing: Typically completed within 5–10 business days after the returned item has been inspected and approved. Processing times may vary depending on your payment provider.

Non-Returnable Items

The following items cannot be returned or exchanged unless they arrive damaged or defective:

  • Products showing signs of wear or use.
  • Items without original packaging or tags.
  • Customized or personalised jewellery.
  • Gift cards.
  • Items marked as Final Sale (if applicable).

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery with clear photos of the product and packaging. We will arrange a replacement or full refund at no additional cost.

Contact Us

If you have any questions regarding returns or exchanges, please contact our customer support team:

Email: support@durre.com

WhatsApp / Phone: +971 558316741 

Our team will be happy to assist you.