Return and Refund Policy

Last updated: October 26, 2026

How we help with order issues, replacements, and refunds.

1. About this policy

If something is wrong with your gift when it arrives, we are here to help put it right. This Return and Refund Policy explains how DUDU Gifts, operated by DUDU Home LLC, handles quality and fulfillment issues for orders delivered within the United States.

Report an eligible issue within 30 calendar days of delivery. We review the information and arrange an appropriate replacement or refund under the terms below. Mandatory legal rights may continue beyond this period.

2. Eligible quality and fulfillment issues

An eligible issue includes an item that arrives damaged or defective, an incorrect item or variant, an incomplete order, a production or personalization mistake made by us, or a product materially different from its description.

Damage caused after delivery by misuse, accidental damage, improper care, or normal wear is not covered by this order issue policy. An ordinary scuff to an outer shipping carton alone is not a product defect; an included gift box or other presentation component described as part of the purchased product is assessed as part of that product.

3. Final sale and change-of-mind returns

We do not accept returns or exchanges for a change of mind. Personalized, custom, and made-to-order products are final sale for change-of-mind returns and exchanges. The same change-of-mind exclusion applies to our other products.

An unwanted gift, a correctly supplied size or option, or an error in the personalization details submitted by the customer does not by itself qualify as a product defect. Please review the description, dimensions, materials, compatibility, selected options, and personalization before ordering.

Final sale does not exclude an eligible claim for a defect, damage, an incorrect or missing item, a production error, or a material difference from the product description.

4. Contact us first

To request a replacement or refund, first submit an order issue request through our contact form. Include your order number, the affected item, and a short description. Clear photos, a short video, or other reasonable supporting information may be requested to assess the issue.

Report the issue within 30 calendar days of delivery. Keep the item while the claim is reviewed, unless keeping it would be unsafe. We will confirm the proposed resolution and any next steps after reviewing the information.

5. Replacements and other resolutions

For an approved issue, we normally offer a replacement at no additional cost when this is an appropriate solution. If only an included accessory, gift box, or message card is affected, replacing that part may resolve the issue.

We provide a refund when a suitable replacement is unavailable, cannot be supplied within a reasonable time, fails to resolve the approved issue, or a refund is required by applicable law. Where the law gives you a choice of remedies, we honor that choice. We do not require repeated unsuccessful replacements.

A partial refund may be agreed if you choose to keep an item with a minor issue. Store credit or a gift card is an optional alternative and will not be imposed instead of a monetary refund that is due.

6. Return instructions

Do not send any item back without our prior written instructions. Do not use our business mailing address or an address on the original shipping label as a return destination. Unsolicited packages do not start or approve a claim.

Any return that is required as part of an approved resolution will be arranged with you in advance, including the destination and prepaid shipping or reimbursement of reasonable necessary return costs for the covered issue. Do not purchase return postage before receiving those instructions.

7. Refund amounts and timing

Monetary refunds are issued to the original payment method. A full-order refund includes the amount paid for the items, applicable sales tax, and delivery charges paid for that order. A partial refund includes the affected item amount or agreed adjustment, related tax, and any delivery charges attributable to the refunded items.

We confirm the refund amount when the resolution is approved. No restocking or refund-processing fee is charged for an approved quality or fulfillment issue.

Approved refunds are submitted within five business days, or sooner where required by law. Your financial institution or payment provider may need additional processing time. Business days are Monday through Friday, excluding U.S. federal holidays.

8. Missing deliveries and cancellations

If your parcel has not arrived within the stated delivery timeframe, report the delivery issue promptly through the contact form. The 30-day period for delivered items is not a waiting period for missing parcels. Delivery information is reviewed together with the other available evidence.

Orders may enter preparation or production shortly after checkout. A voluntary change or cancellation is available only while the order can still be stopped and the cancellation is confirmed. Any cancellation or refund right arising from a shipment delay or other mandatory law remains available.