Last Updated: 15 July 2026

At Dura Home, we want you to shop with confidence. If you’re not completely satisfied with your purchase, we’re here to help. This Return & Exchange Policy outlines the conditions under which products may be returned or exchanged.

Our goal is to provide a fair, transparent, and hassle-free process while ensuring the quality and integrity of the products we sell.

Return Eligibility

Customers may request a return within 14 days of receiving their order, provided the item meets the following conditions:

• The item is unused and in its original condition.
• Original tags are still attached (where applicable).
• The item is returned with all accessories, manuals, and any complimentary items included with the purchase.
• The product is securely packaged to prevent damage during return transit.

Items that do not meet these requirements may not qualify for a return or exchange.

Exchange Eligibility

We gladly offer exchanges for eligible products.

If you would like to exchange an item:

• The product must meet the return eligibility requirements outlined above.
• You may exchange it for a different product available on our website.
• If the replacement item is of a higher value, you’ll simply pay the difference.
• If the replacement item is of a lower value, the remaining balance may be refunded or issued as store credit at Dura Home’s discretion.

Replacement items are subject to stock availability.

Non-Returnable Items

To maintain product quality and fairness for all customers, the following items cannot be returned or exchanged:

• Products that have been used.
• Products damaged due to misuse, negligence, or improper handling by the customer.
• Sale or promotional items marked as non-returnable.
• Clearance items.
• Products returned without original tags (where applicable).
• Products returned outside the applicable return period, unless required by South African consumer law.

Faulty, Damaged or Incorrect Items

If you receive an item that is:

• Damaged during delivery;
• Defective upon arrival; or
• Different from what you ordered,

please contact us as soon as reasonably possible after receiving your order.

Where possible, include:

• Your order number.
• A description of the issue.
• Clear photographs of the product.
• Photographs of the packaging (if applicable).

After reviewing your request, Dura Home will arrange collection of the affected item where appropriate.

Once the item has been inspected and the fault confirmed, we will, at no additional cost to you:

• Replace the item with the same product (subject to stock availability); or
• Offer a suitable alternative if agreed; or
• Provide a refund or store credit if a replacement is not available.

Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Dura Home will cover return shipping costs if:

• The incorrect item was sent.
• The item arrived damaged.
• The item is confirmed to be defective.

Customers may be responsible for return shipping costs if:

• They change their mind.
• The incorrect product was ordered.
• The product is being exchanged for personal preference.

Any applicable shipping charges will be communicated before the return process begins.

Inspection of Returned Items

All returned products are inspected upon arrival.

If the returned item meets the conditions outlined in this policy, we’ll proceed with the approved exchange or refund.

If the item does not meet our return requirements, we may decline the return and arrange for the product to be sent back to the customer.

How to Start a Return

To request a return or exchange, please contact our support team with:

• Your order number.
• Your full name.
• A brief explanation of the reason for the return or exchange.
• Supporting photographs where applicable.

Our team will guide you through the next steps and provide return instructions.

Consumer Rights

Nothing in this 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 consumer rights relating to defective or incorrectly supplied products.

Need Assistance?

If you have any questions about returns or exchanges, we’re happy to assist.

General Support
📧 info@durahome.co.za

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

Phone
📞 +27 69 684 1377

Thank you for choosing Dura Home. We appreciate your trust and are committed to making every shopping experience a positive one.