Refund policy
We want you to be confident in your Durvela purchase. If you need to request a return, report damage, or resolve an issue with your order, please contact us at hello@durvela.com.
30-Day Return Policy
You may request a return within 30 days after receiving your order.
To be eligible for a return, the product must be:
- unused and uninstalled;
- in the same condition in which it was received;
- complete with all included parts and accessories; and
- in its original packaging or shipping materials, where applicable.
You will also need your receipt or other proof of purchase.
To request a return, contact hello@durvela.com before sending the product back. Returns sent without prior authorization may not be accepted.
Return Shipping
For returns resulting from a change of mind, ordering the wrong product, or another reason not caused by a defect, shipping damage, or an error by Durvela, the customer is responsible for return shipping costs.
Where applicable, Durvela may provide or arrange a return shipping label or freight service. Any return shipping charges for which the customer is responsible will be communicated before the return is authorized.
If your order arrives damaged, defective, or incorrect, Durvela will cover the applicable shipping costs associated with an approved repair, replacement, or return.
Freight Returns
Durvela composters and other large products may be delivered by LTL or other freight services and cannot necessarily be returned using standard parcel shipping.
If you need to return a product that was delivered by freight, contact Durvela before arranging shipment. We will provide return instructions and, where appropriate, help coordinate the freight return.
The product must be appropriately secured and packaged for return transportation. Where the customer is responsible for return freight costs, the applicable cost will be communicated before the return is authorized.
Do not send a freight product back without receiving return instructions from Durvela.
Damaged, Defective, or Incorrect Orders
Please inspect your shipment when it arrives.
If your order is damaged, defective, incomplete, or you receive the wrong item, contact hello@durvela.com as soon as possible so we can evaluate the issue.
Please retain the product, packaging, shipping crate, and any relevant shipping documents while the issue is being reviewed. We may request photographs or other information to help document shipping damage or a product issue.
Where appropriate, Durvela will arrange a repair, replacement, return, or refund. For an approved claim involving a damaged, defective, or incorrect product, Durvela will cover the applicable shipping costs.
Exceptions and Non-Returnable Items
Certain products may not be eligible for return, including:
- custom or personalized products;
- products manufactured or modified to customer specifications;
- special-order products identified as non-returnable before purchase;
- gift cards; and
- items explicitly identified as final sale before purchase.
Products that have been used, installed, materially altered, damaged after delivery, or returned incomplete may not qualify for a standard return.
Please contact hello@durvela.com before purchasing if you have questions about the return eligibility of a particular product.
Exchanges
We do not process direct exchanges in the same manner as a standard retail exchange.
If you would like a different product, contact us to arrange the return of the original item. Once the return is accepted, you may place a separate order for the replacement product.
If the product you received was incorrect or defective, contact us first so we can determine the appropriate replacement or other resolution.
Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Your bank, credit card provider, or payment processor may require additional time to process and post the refund to your account.
If more than 15 business days have passed since Durvela approved your refund and you have not received it, please contact hello@durvela.com.
Original shipping charges and customer-paid return shipping charges are non-refundable, except where the return results from a damaged, defective, or incorrect product or where otherwise required by law.
European Union 14-Day Cooling-Off Period
If merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, without providing a reason, in accordance with applicable consumer-protection laws.
Except where applicable law provides otherwise, returned products must be unused and in the same condition in which they were received, with all included parts and accessories and their original packaging where applicable. Proof of purchase may also be required.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
Questions About Returns or Refunds
For return authorization, damaged shipments, refund questions, or questions about a product's eligibility for return, contact:
Durvela
Email: hello@durvela.com
Phone: 1-866-387-8352