Last Updated: 15 July 2026

At Dura Home, customer satisfaction is important to us. If you’re eligible for a refund, we’ll process it as quickly and fairly as possible.

This Refund Policy explains when refunds are available, how they are processed, and what you can expect once your refund has been approved.

Refund Eligibility

Refunds may be approved under the following circumstances:

• You received a defective or faulty product.
• You received an incorrect item.
• Your order cannot be fulfilled due to stock unavailability.
• Your parcel has been confirmed as lost in transit after investigation.
• A return has been approved in accordance with our Return & Exchange Policy.

All refund requests are subject to review and approval by Dura Home.

Refund Methods

Once your refund has been approved, it will be issued using one of the following methods:

• Original Payment Method – Wherever possible, refunds will be processed back to the payment method used for the original purchase.
• Store Credit – Where agreed upon, or where the original payment method is no longer available, refunds may be issued as Dura Home store credit for future purchases.

Store credit is non-transferable and may only be used on purchases made through the Dura Home website.

Refund Processing Time

Approved refunds are generally processed within 5–7 business days.

Please note that while Dura Home processes refunds promptly, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.

Partial Refunds

In certain situations, Dura Home may approve a partial refund rather than a full refund.

Examples may include:

• An item returned with minor missing accessories or components.
• A product that has experienced a reduction in value due to handling beyond what is reasonably necessary to inspect it.
• Other circumstances where a full refund is not considered appropriate.

Each request will be assessed fairly and on its own merits.

Non-Refundable Items

Refunds will generally not be approved for:

• Products that have been used.
• Products damaged due to customer misuse, negligence, or improper handling.
• Items returned without original packaging where the packaging forms part of the product or is necessary for resale.
• Sale or clearance items marked as non-refundable, except where required by South African law.
• Products that do not meet the requirements set out in our Return & Exchange Policy.

Shipping Charges

Original shipping charges are non-refundable once an order has been dispatched, unless:

• The refund is due to an error made by Dura Home;
• An incorrect item was supplied;
• A product is confirmed to be defective upon inspection; or
• A refund of the shipping cost is required under applicable South African consumer law.

Where a customer is responsible for return shipping costs, those costs are also non-refundable.

Cancelled Orders

If you cancel your order before it has been dispatched, you may be eligible for a full refund.

If your order has already been dispatched, the return process outlined in our Return & Exchange Policy will apply.

Failed Deliveries

If an order cannot be delivered because:

• An incorrect or incomplete delivery address was provided;
• The customer could not be contacted after reasonable delivery attempts; or
• The parcel is returned to Dura Home through no fault of our own,

the original shipping charges will not be refunded.

Additional delivery charges may apply if the customer requests that the parcel be shipped again.

Promotional Purchases

Products purchased using promotional discounts, vouchers, or coupon codes remain eligible for refunds where applicable.

Refunds will be based on the actual amount paid after any discounts have been applied, not the product’s original selling price.

Chargebacks

If you believe there has been an issue with your order or payment, we encourage you to contact Dura Home before initiating a payment dispute or chargeback with your bank or payment provider.

Most concerns can be resolved quickly through our customer support team.

Fraud Prevention

To protect both our customers and our business, Dura Home reserves the right to decline refund requests that appear fraudulent, abusive, or inconsistent with this policy.

Where necessary, additional information may be requested before a refund is approved.

Consumer Rights

Nothing in this Refund Policy limits or excludes any rights you may have under applicable South African consumer protection laws.

Where required by law, Dura Home will honour all statutory obligations relating to refunds for defective, damaged, or incorrectly supplied products.

Need Assistance?

If you have any questions regarding refunds or payment-related queries, please contact us.

Refunds & Payment Queries
📧 payments@durahome.co.za

General Support
📧 info@durahome.co.za

Phone
📞 +27 69 684 1377

Thank you for shopping with Dura Home. We value your trust and are committed to providing a fair and transparent shopping experience.