Return & Refund Policy
At Dury Dury, we strive to provide top-quality durian products and excellent service. If you are unsatisfied with your purchase, our return and refund policy outlines the conditions and procedures for eligible returns and exchanges.
Eligibility for Returns
To be eligible for a return:
- The item must be unused and in the same condition that you received it.
- The item must be in its original packaging.
- Returns must be initiated within 30 days of delivery.
Refund for Service Fees / Shipping Costs
We believe in transparency and fairness. At Dury Dury, there are no hidden service fees. However, shipping costs for returns must be borne by the customer.
Partial Refunds (If Applicable)
Partial refunds may be granted in the following cases:
- Items not in their original condition, damaged, or missing parts due to reasons not caused by our error.
- Items returned more than 30 days after delivery.
Refund Process
- Once your return is received and inspected, we will notify you via email that we have received the returned item.
- You will be informed whether your refund request is approved or rejected.
- Approved refunds will be processed, and a credit will be applied to your original method of payment within 5-10 business days.
Late / Missing Refunds
If you have not received your refund:
- Check your bank account or credit card statement again.
- Contact your credit card company, as refunds may take time to process.
- Contact your bank to verify the transaction status.
If you have completed these steps and still do not receive your refund, contact us at info@durydury.com or +(60)11 – 1302 9885.
Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item:
- Email us at info@durydury.com.
- Send your item to: 20, Jln Tong Shin, Bukit Bintang, 50200 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.
Gifts
- If the item was marked as a gift when purchased and shipped directly to you, a gift credit for the value of the return will be issued.
- If the item was not marked as a gift, or the gift giver had the order shipped to themselves, the refund will be sent to the gift giver.
Shipping for Returns
To return your product, mail it to: 20, Jln Tong Shin, Bukit Bintang, 50200 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.
Shipping costs for returning items are non-refundable unless the return is due to our error.
Responsibility for Secure User Information
We are committed to protecting your personal information during the return and refund process. All customer data, including payment details and contact information, is processed securely and protected by SSL encryption to ensure privacy. We do not sell or share your personal information with third parties.
For any questions about this policy or assistance with returns and exchanges, contact us at info@durydury.com or +(60)11 – 1302 9885.
Thank you for choosing Dury Dury, where we are committed to delivering a premium durian experience.