Return policy

Return policy

¿HOW DO I RETURN A ORDER?

 If you are not satisfied with your purchase and wish to return an item, please contact us within 14 days of receipt of your order as long as it is unused and you keep your tags, original packaging and receipt. After this time, your product will not be accepted for return. 


(According to art. 44 of Law 7/1996 of 15 January on the Regulation of Retail Trade amended by Law 47/2002 of 19 December).

If you decide to return an order, you will be responsible for the shipping costs.


Exceptionally, for orders confirmed on Christmas dates (between December 1 and January 4), the deadline for returns is extended until January 19.

Please indicate your order number as well as the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.

Once you receive the return instructions, you will have 3 working days to send us your package.

No changes will be accepted on packages received in more time than described.

Returned items must be in certified packaging, be in their original packaging, including any accessories, manuals and documentation. In case of loss/loss, the customer will take care of the formalities with the relevant transport company. If Diuty is lost or misplaced, we reserve the right not to return the product(s).

Returned items must be unused, in the same condition as when we sent them to you, and in their original packaging. Stains, folded cards, broken seals or broken plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Products that have been customised cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and products damaged due to customer mishandling or products for intimate use.

Returns made without a receipt may be refused. Diuty reserves the right to refuse any return.

To make a return please contact:
info@diuty.com

¿HOW DO I EXCHANGE A PRODUCT FOR ANOTHER?

If you wish to make a change in your order, please contact us within 14 days of receiving your order, after which time your product will not be accepted for exchange.


If you decide to exchange a product, you will be responsible for the shipping costs.

Please indicate your order number as well as the reason for the exchange. Our customer service team will review the exchange request.

Once you receive the instructions to make the change, you will have 3 working days to send us your package. No changes will be accepted on packages received in more time than described.

Returned items must be in certified packaging, be in their original packaging, including any accessories, manuals and documentation. In case of loss/loss, the customer will take care of the formalities with the relevant transport company. If Diuty.com is lost or misplaced, we reserve the right not to return the product(s).

Returned items must be unused, in the same condition as when we sent them to you, and in their original packaging. Stains, folded cards, broken seals or broken plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Products that have been customised cannot be refunded or exchanged.

Non-returnable/non-exchangeable items include items purchased through retailers, incorrect products purchased, and products damaged due to customer mishandling and products for intimate use.

Exchanges made without a receipt may be refused. Diuty reserves the right to refuse any exchange or return.

To make an exchange please contact: info@diuty.com

¿WHAT TO DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?

Please contact our customer service team to initiate the return or exchange process. Please include the following information:

  • Order Number
  • Proof of Purchase
  • Video or photo of the product to be returned (if applicable)
  • Complete shipping address
  • Phone number

In some cases, you may be required to include a video or photo of the defective product as proof in order to be reimbursed or replaced. If such proof is not received within 14 days your product will not be accepted for return.

Once you receive the return instructions, you will have 3 working days to send us your package.

No returns will be accepted if the products have signs of damage that are NOT due to manufacturing defects, such as accidental damage that occurred after purchase, as well as damage to the goods made intentionally or caused by normal wear and tear.

By way of example, manufacturing defects, among others, are not considered:

  • Signs of misuse, excessive use or lack of care
  • Machine-washed and/or heat-dried shoes or clothing
  • Those caused by normal wear of the footwear, such as rubbing against the surface or another shoe, cuts in the seams, fabrics, tongue, etc. as well as broken laces or eyelets caused by incorrect tying of the shoes. Also not considered manufacturing defects are those possible deformations caused by the introduction of external elements (insoles, spikes ...) or by the acquisition of an inappropriate size.
  • Perforated air chambers
  • Sewn after use
  • Problems with templates
  • Damage caused by abrasive or chemical agents or by sharp points, stained footwear or clothing
  • Signs of excessive shoe damage
  • Damage caused by excess moisture or having had shoes or clothing submerged in water for a long time. (These General Conditions do not derogate from your rights as a consumer)

    ¿HOW LONG DOES IT TAKE?

    Returns may take up to 14 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed.

    For returned items, a full refund will be credited for the products returned For non-defective items, the refund excludes all shipping and handling costs .

    ¿WHEN I WILL RECEIVE MY ORDER?

    All refunds will be credited through a purchase voucher of the same amount of the order to be returned. The duration of this gift voucher will be 12 months from its issue.

    Once we receive your returned package, after verification, our customer service team will send you via email your gift voucher, valued at the same amount of your purchase.

    Any insurance and/or processing method contracted at the time of purchase cannot be refunded as the service offered has been used and enjoyed by the buyer in their order.

    For any additional information we are at your disposal at:
    info@diuty.com

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