Refund policy


Return and Refund Policy…
Thank you for shopping with Djurdjura Store. We maintain a highly regulated return process to ensure the authenticity and security of our global fulfillment network. Please read our policy carefully before initiating a return or refund claim.

1. Statutory Right to Cancel (UK & EU Only)
In strict compliance with the UK Consumer Contracts Regulations and the EU Consumer Rights Directive, consumers residing in the UK or European Union have the right to cancel their purchase and return an item for any reason within 14 calendar daysfrom the exact date the item was physically delivered to your address.
To exercise this right, you must formally notify us of your intent to cancel at info@djurdjurastore.com within this 14-day window. Once notified, you have an additional 14 calendar days to safely return the physical items to our international fulfillment facility.

2. Global Return Shipping Costs & Liabilities
  • Customer Responsibility: For all standard, change-of-mind, or incorrect size/style returns, all return shipping fees are the sole financial responsibility of the customer. We do not offer free or prepaid return shipping labels.
  • International Processing Facility: Items cannot be returned to domestic sorting centers. All returns must be shipped directly back to our central international processing warehouse. Return shipping to this facility involves specialized carrier services, customs clearance documentation, and international freight rates. These total logistics fees are non-refundable and will frequently exceed the commercial value of the product itself.
  • Tracking Requirement: All returns must be sent using a trackable, signature-required shipping service. You must email us your tracking number immediately upon dispatch. We accept no responsibility or liability for items lost, delayed, or damaged in transit back to our international warehouse.

3. Strict Conditions for Eligibility
To qualify for a refund under your statutory right, the item must be returned to us in its original commercial condition. Every return undergoes a rigorous multi-point professional inspection upon arrival at our international facility.
A return will be rejected outright, or subjected to a heavy statutory financial deduction, if it fails any of the following parameters:
  • The product shows any signs of handling beyond what is strictly necessary to establish its nature, characteristics, or basic function.
  • The product shows signs of wear, washing, usage, cosmetic staining, odor, or alteration.
  • The product is missing its original tags, product barcodes, user manuals, protective films, or components.
  • The item is not enclosed in its complete, undamaged original retail packaging.

Statutory Value Deductions: Under law, we reserve the absolute right to make a proportional deduction from your final refund amount if the value of the goods has been diminished due to unnecessary handling, testing, or damage caused to the product or its packaging while in your possession.

4. Legally Exempt Non-Returnable Items
In accordance with local legislation, several product categories are completely exemptfrom the 14-day cooling-off period. No cancellations, returns, or refunds will be processed under any circumstances for:
  • Hygiene & Personal Care Products: Earrings, undergarments, swimwear, body jewelry, cosmetics, skincare, and unsealed personal health products where the protective or hygiene seal has been broken or altered after delivery.
  • Custom & Personalized Goods: Any products manufactured, printed, tailored, or altered specifically to a customer’s personalized specifications.
  • Perishable Goods: Items that deteriorate rapidly, including food, beverages, and floral arrangements.
  • Sealed Media & Software: Audio, video recordings, or software where the packaging seal was broken post-delivery.

5. Defective, Faulty, or Damaged Items
If your product arrives fundamentally broken, defective, or is completely incorrect relative to your order, you are fully protected by your statutory rights under the UK Consumer Rights Act 2015.
To file a valid claim:
  1. You must contact us at info@djurdjurastore.com within 30 days of physical delivery.
  2. You must provide your order number alongside undeniable, high-resolution photographic and video evidence clearly demonstrating the defect, damage, or discrepancy.
  3. Fulfillment Review: Once our technical team verifies the defect, we will coordinate with our supply chain to arrange a replacement free of charge or issue a refund. Do not ship defective items back without explicit, written return authorization. Unauthorised shipments will be rejected.

6. Official Claims Process
  • All returns must be officially authorized by our support desk before shipping. Any package sent to our addresses without a verified Return Merchandise Authorization (RMA) number issued by info@djurdjurastore.com will be immediately discarded at the facility door, and no refund will be issued.
  • Approved refunds are processed back to the original method of payment within 10 business days of our facility confirming physical receipt and successful inspection of the items. Note that processing delays by your bank or credit card provider are outside of our control