Refund Policy
Last Updated: November 3, 2026
At a glance
You may request a return within 30 calendar days after delivery. For an eligible approved return, duotico provides a prepaid label and pays return shipping; we charge no restocking fee and do not offer exchanges. Refunds return to the original payment method. For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.
Checking decorative pieces on arrival
Open and inspect a vase, sculpture, basket or tray soon after delivery. A crack, chipped finish, missing included piece, wrong option or materially different item should be reported with the order number and a description. Photographs can help us identify a packing or product issue, but an inability to provide them does not remove applicable consumer rights. Keep the item and packaging where reasonably possible until we give instructions.
Problems with a delivered item
Tell us whether the issue is damage, a defect, a wrong item, a missing included part or a material difference from the product page. We will review the order and explain the appropriate remedy and any return instructions. Eligible return shipping is at our expense, with a prepaid label, and no restocking fee applies. Change-of-mind conditions do not limit rights for defective or misdescribed goods.
Which items qualify
For a change-of-mind return, the item must be unused and undamaged with all included accessories. Keep packaging where reasonably available to protect the shipment. We do not impose an undisclosed product-category exclusion. Rights relating to defective goods or goods that do not match their description are not limited by a change-of-mind condition or this policy.
Start a return before shipping it
Email support@duotico.com with the order number, item, reason and, when useful for a problem, photographs. Do not send sensitive card information. We will review eligibility and provide the correct return destination and a prepaid label for an approved return. Contact us first: our mailing address is not an automatic return address. Pack securely, attach the provided label and retain your shipping receipt and tracking. Contact us if the label or instructions cannot be used.
What happens after you contact us
We confirm eligibility and provide the correct return address and prepaid label for an approved return. Pack the item to prevent further damage, attach the label and retain the tracking receipt. If the label cannot be used, tell us before purchasing shipping yourself. Our Garland correspondence address is not an automatic return destination.
Inspection and credit timing
For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer, or payment provider may require additional time to post the credit to your account. We will notify you of the inspection result and refund decision. We do not charge a restocking fee. Contact us with the return tracking if the timeline has elapsed; contact your payment provider if an issued credit has not posted. Any proposed refusal or adjustment will be explained; applicable non-waivable consumer rights remain available.
Before dispatch and alternative items
Contact us immediately to cancel or change an order. If it has not shipped and cancellation can be completed, we will cancel it and initiate a prompt original-method refund; the receiving-and-inspecting-return timeline does not apply to an unshipped cancellation. Once shipped, follow the return process. We do not offer exchanges; request an eligible return and place a separate order if you want a different item.
Contact duotico
Email: support@duotico.com
Phone: +1 (214) 370-9257
Mailing address: 810 Castleglen Dr Apt 203, Garland, Texas 75043, United States. This is a correspondence address, not a retail store, pickup location, or authorized return destination. Contact us before sending a return.