Returns & Refunds
Your satisfaction is our priority. Learn about our return and refund policy below.
!Quick Summary
Return Policy
At DuoXpress, we want you to be completely satisfied with your purchase. If you're not happy with your order, you can return most items within 30 days of delivery for a full refund.
Eligible Items for Return:
- Electronics in original packaging with all accessories
- Phone accessories unused and in original condition
- Jewelry items with original packaging and tags
- Home decor products in original condition
Non-Returnable Items:
- Personalized or custom-made items
- Items damaged by misuse or normal wear
- Products returned after 30 days
- Items without original packaging or tags
How to Return an Item
Contact Us
Email us at support@duoxpress.store with your order number
Get Return Label
We'll send you a return authorization and instructions
Ship It Back
Package securely and ship to our returns center
Refund Information
Once we receive your return, we'll inspect the item and notify you of the approval or rejection of your refund. If approved, your refund will be processed automatically.
Refund Timeline:
- • Credit cards: 5-10 business days
- • PayPal: 3-5 business days
- • Bank transfers: 7-14 business days
Please note that original shipping charges are non-refundable, and you'll be responsible for return shipping costs unless the item was defective or we made an error.
Exchanges
We currently don't offer direct exchanges. If you need a different size, color, or model, please return the original item for a refund and place a new order for the desired item.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of delivery. We'll arrange for a replacement or full refund, including return shipping costs.
For Damaged Items, Please Include:
- • Photos of the damaged item and packaging
- • Your order number
- • Description of the damage
International Returns
International customers are responsible for return shipping costs and any customs fees. We recommend using a trackable shipping service for returns.
Need Help with a Return?
Our customer service team is here to help you with your return or refund:
Email:support@duoxpress.store
Phone:+254 792 334 790
Response time: Within 24 hours
Support hours: Mon-Fri, 9AM-6PM EAT