Refund policy
Refund & cancellation policy
Last updated: 19 October 2026
Pre-orders: cancel anytime before shipping
You can cancel a pre-order for a full refund at any time before your order ships. Email duelight.help@gmail.com with your order number, or reply to your order confirmation email. We refund to your original payment method within 3 business days.
If we can't ship your order within the time we stated, we'll email you a new estimated date and you can choose to cancel for a full refund.
30-day returns
Not right for you? You can return your item within 30 days of delivery for a full refund of the item price.
- Email us first at duelight.help@gmail.com with your order number and we'll send you the return address.
- Items must be unused, clean and in their original packaging.
- Return shipping is paid by the customer, unless the item arrived damaged or we sent the wrong item.
- We refund within 5 business days after we receive the return. Your bank may take 5 to 10 business days to show it.
Damaged or faulty items
If your item arrives damaged or faulty, email us within 30 days of delivery with your order number and photos. We'll send a replacement or a full refund, and you don't need to send the item back.
UK and EU customers
You also have the legal right to cancel your order within 14 days of receiving it.
Lost or undelivered orders
Contact us within 14 days of the estimated delivery date and we'll investigate with the carrier and make it right.