• Refund policy

Refund policy

Returns & Refunds Policy

We want you to feel confident shopping with Duska. Because many of our products are intimate, personal-care items, our returns process is built around hygiene and safety — please read this policy carefully before placing an order.

1. Our Hygiene & Safety Policy

For health and safety reasons, intimate products cannot be returned or exchanged once they have been opened, used, or removed from their original sealed packaging — even if only for inspection. This applies regardless of reason, including change of mind.

This policy exists to protect the health and safety of all our customers, and is standard practice across the sexual wellness industry. It does not affect your right to a refund or replacement if an item arrives faulty, damaged, or incorrect (see Section 4 below).

2. Unopened Items — 14-Day Return Window

If your item is still sealed in its original, unopened packaging, you may return it for a refund within 14 days of delivery, provided that:

  • The item is unused and in its original condition
  • All original packaging, seals, and hygiene liners are fully intact
  • You have proof of purchase (order confirmation or receipt)

To start a return, email hello@theduska.com with your order number and the reason for return. We'll confirm eligibility and send you return instructions within 2 business days.

3. Non-Returnable Items

The following cannot be returned or refunded under any circumstances:

  • Any item that has been opened, used, or removed from its sealed packaging
  • Items marked "Final Sale" at checkout
  • Gift cards and digital products
  • Items returned without prior authorisation from our team

4. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or different from what you ordered, we will always make it right — this is not affected by the hygiene policy above.

Please email hello@theduska.com within 48 hours of delivery, including:

  • Your order number
  • A description of the issue
  • Photos or video showing the fault or damage

Once reviewed, we'll offer a free replacement or a full refund, including any original shipping costs. In most cases, you will not need to return the faulty item.

5. Refunds

Approved refunds are processed to your original payment method within 5–10 business days of approval. Depending on your bank or card provider, it may take a few additional days for the refund to appear on your statement.

Original shipping costs are only refunded when the return is due to our error (faulty, damaged, or incorrect item). For approved change-of-mind returns of unopened items, return shipping is the customer's responsibility unless otherwise stated.

6. Exchanges

We currently don't offer direct exchanges. If you'd like a different size, scent, or product, please return your unopened item for a refund (see Section 2) and place a new order.

7. Your Statutory Rights (UK Customers)

If you are a consumer based in the UK, nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Under the Regulations, you normally have a 14-day right to cancel an order for a full refund. However, this right does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, once they have been unsealed after delivery — which is why our hygiene policy in Section 1 applies even within the standard cancellation period.

8. International & US Customers

Orders shipped outside the UK, including to the United States, are subject to the same hygiene and returns policy outlined above. Customers are responsible for any customs duties or import taxes on returned parcels; we recommend using a trackable shipping method, as we cannot issue refunds for returns lost in transit.

9. Questions?

If you're unsure whether your item is eligible for return, or you'd like help with an order, email us at hello@theduska.com — we're happy to help before you buy, not just after.

This policy was last updated in 2026. Duska reserves the right to update this policy at any time; changes will not affect orders placed before the update.