Overview

This policy explains the general process for requesting a return, having an item inspected, and receiving an eligible refund. It applies to purchases made through druxen and should be read together with product-specific information and mandatory consumer rights. Contact us before sending a parcel so the return can be identified and handled correctly.

Return Period

A return request should generally be submitted within 14 calendar days after delivery unless a longer period is displayed for the order or required by applicable law. The request date and delivery record may be used to determine timeliness. After approval, the parcel should be dispatched within the return instructions provided.

Return Eligibility

An eligible item should be unused, unworn, unwashed, unaltered, and in resalable condition with original labels, packaging, and included components where applicable. Items with customer-caused stains, odors, wear, washing, damage, or missing parts may be rejected or reduced in value where law permits. Proof of purchase and the order reference are required.

Return Process

Start the request through contact us and identify the order, item, quantity, and reason for return. Provide photographs for damage, incorrect items, missing components, or packaging problems. Wait for return instructions, securely pack the item, include any required identification, and use a trackable service when recommended.

Inspection of Returned Items

Returned items are inspected to confirm identity, condition, completeness, and compliance with the approved request. Inspection may compare the item with order records, photographs, labels, and packaging. If the return does not meet eligibility requirements, we will explain the outcome and any options available under applicable law.

Refund Process

Once a return is approved after inspection, the eligible amount is submitted to the original payment method. The refund may reflect the item price and any other amounts that must be returned by law or under the approved resolution. We do not normally issue cash, transfer funds to a different card, or redirect a refund to an unrelated account.

Refund Processing Time

Once your returned item has been received and approved after inspection, we will process your refund within 7 business days. The refund will be issued to your original payment method.

After the refund has been processed, your bank, credit card issuer, or payment provider may require an additional 3–10 business days to post the funds to your account, depending on their internal processing procedures.

If you have not received your refund after this period, please contact our Customer Service team and we will be happy to assist you.

Exchanges

Direct exchanges may not be available for every product or destination. Where an exchange cannot be processed, the usual solution is an eligible return followed by a separate new order for the preferred item or size. A replacement for a verified fulfillment error or damaged item may be offered as a specific resolution.

Non-Returnable Items

Personalized, custom-made, altered, final-sale, hygiene-sensitive, worn, washed, or customer-damaged products may be non-returnable unless defective or otherwise protected by mandatory law. Gift cards, digital items, or services, if offered, may also have specific exclusions. Product-page notices take priority where they provide a lawful, more specific restriction.

Damaged, Incorrect, or Missing Items

Report a damaged, incorrect, or incomplete delivery promptly after receipt and before use or washing. Provide clear images of the outer parcel, shipping label, product, defect, and all contents so the issue can be assessed. After verification, the available resolution may include replacement, missing-part shipment, partial adjustment, or refund as appropriate.

Return Shipping Costs

When a return results from preference, sizing choice, or change of mind, the customer is generally responsible for return shipping unless law or the order terms state otherwise. For a verified wrong, damaged, or defective item, reasonable return-shipping arrangements may be provided or reimbursed according to instructions. Unauthorized premium shipping costs may not be reimbursed.

Order Cancellations

Cancellation requests must be submitted as soon as possible. A request may be accepted before processing, production, personalization, or dispatch begins, but cancellation cannot be guaranteed once fulfillment has progressed. If cancellation is approved after payment authorization, the eligible amount will be reversed or refunded to the original payment method.

Contact

Submit return, refund, exchange, damage, or cancellation requests through the Contact Page at contact us. Include the order reference and all relevant facts in one message. Do not return a parcel to the company address unless that address is specifically confirmed in return instructions.