Return Policy
Refund, Replacement & Final Sale Policy
Last Updated: July 25, 2025
Thank you for choosing Duskpawi. We value every purchase and are committed to handling order-related concerns through a clear and consistent review process.
If there is an issue with your order, please contact our customer support team before taking any additional action. To allow us to identify your purchase efficiently, please provide your order number (for example, 015SHOP-1218) together with the email address used when completing checkout.
We recommend reviewing the policy below carefully before placing an order or submitting a claim.
1. Final Sale Conditions
Purchases made through Duskpawi are generally treated as final sale.
We do not normally accept returns, issue refunds, or provide exchanges when the request is based on reasons such as:
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A change of mind after the order was placed
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Choosing an incorrect size, color, style, model, or product option
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Deciding that the item is no longer wanted or required
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Personal preference after the merchandise has been delivered
Duskpawi may review a claim where one of the following circumstances applies:
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The item has a confirmed manufacturing or quality-related defect
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The merchandise was damaged when delivered
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The product received is different from the product that was ordered
2. Damaged, Defective, or Incorrect Product Claims
Duskpawi takes reasonable steps to maintain product quality and accurate order fulfillment.
If you receive merchandise that is damaged, defective, or different from your original order, please contact us as soon as possible so the issue can be reviewed.
Customers should inspect their package and merchandise shortly after delivery.
Eligible problems must be reported within 7 days from the delivery date recorded by the shipping carrier.
To submit a claim, please contact us at:
Your claim should contain the following information:
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Order number
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Email address associated with the purchase
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Clear description of the problem
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Photos or video that clearly demonstrate the defect, damage, or incorrect merchandise
If the information or supporting documentation provided is incomplete, we may request additional evidence before reaching a decision.
Insufficient documentation may also result in a longer review period or may prevent the claim from qualifying for a remedy.
Once all required information has been received, Duskpawi will evaluate the claim on a case-by-case basis.
Where a claim is approved, an appropriate resolution may include:
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Sending a replacement product
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Providing a partial refund
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Providing a full refund
The remedy offered will depend on the circumstances of the claim, order records, and supporting evidence submitted.
3. Processing of Approved Refunds
When Duskpawi approves a full or partial refund, the approved amount will be returned to the same payment method originally used to complete the purchase.
Refunds that have been successfully approved and processed will generally appear within approximately 7–12 business days.
The actual time required for the funds to appear may vary depending on your:
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Bank
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Credit card issuer
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Debit card provider
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Payment processing company
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Other financial institution
After Duskpawi has successfully submitted the refund, any additional banking or payment-provider processing period is outside our direct control.
4. Replacement and Exchange Conditions
Duskpawi does not offer routine exchanges based on preference, sizing choices, color selection, or other non-defect reasons.
A replacement may be considered only where an item has been verified as arriving:
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Damaged
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Defective
Before a replacement can be issued, the associated claim must be submitted to our customer service team and successfully reviewed and approved.
5. Returns Without Prior Authorization
Please do not return merchandise to Duskpawi unless our customer service team has specifically instructed you to do so.
Customers must first contact us and complete the applicable claims procedure before sending any item back.
Returning merchandise without prior authorization does not automatically entitle the sender to:
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A refund
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A replacement
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Store credit
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Reimbursement
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Any other form of compensation
Unauthorized return shipments may be refused or rejected.
We are also unable to guarantee that merchandise sent back without approval will be received, identified, stored, processed, or shipped back to the customer.
For this reason, always obtain instructions from Duskpawi before returning a product.
6. Evidence Required for Claims
Supporting documentation is important when evaluating claims involving damage, manufacturing defects, or incorrect products.
Depending on the nature of the issue, Duskpawi may request evidence including:
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Clear photographs of the merchandise
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Video demonstrating the reported problem
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Images of the external shipping package
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A photograph of the shipping or delivery label
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Additional information relating to the order or delivery
We may request further documentation if the evidence initially provided does not clearly establish the reported issue.
If requested evidence is not supplied, we may be unable to verify the claim.
This may affect whether the customer qualifies for a replacement, partial refund, or full refund.
7. Contact Duskpawi
For assistance concerning an existing purchase, defective merchandise, damaged goods, incorrect products, refund claims, or approved replacements, please contact our customer support team.
To help us locate and review your order efficiently, include both your order number and the email address used at checkout.
Email:
support@duskello.com
We aim to respond to customer email inquiries within 24 hours.
Phone:
+1 (725) 330-4587
Company:
NovoVita (Hong Kong) Limited
Business Address:
6/F, LUK KWOK CENTRE
72 GLOUCESTER ROAD
WAN CHAI
HONG KONG
For claims involving a damaged, defective, or incorrect product, we recommend contacting us by email as the first method of communication, since email allows you to attach photographs, videos, shipping information, and other supporting documents required for the review process.