Cancellation Policy

This Cancellation Policy explains how order adjustments and cancellations are handled at different stages of order processing. It should be read together with our Terms of Service and other related policies.

1. BEFORE ORDER PROCESSING, WITHIN 24 HOURS

After completing checkout, you may request to adjust or cancel your order by contacting us at support@durays.com within 24 hours of placing your order.

During this period, we may be able to assist with:

Correcting the shipping address
Changing color and/or size, subject to availability
Canceling the order

Please note that once your order enters processing, adjustments may be limited or no longer possible.

2. DURING ORDER PROCESSING, 1 TO 3 BUSINESS DAYS

Orders are typically processed within 1 to 3 business days, excluding weekends and public holidays.

Once the order is being prepared for dispatch, we may not be able to guarantee changes or cancellation.

If you require urgent assistance, please contact us as soon as possible at support@durays.com and include your order number.

3. AFTER DISPATCH, SHIPPED OR IN TRANSIT

Once an order has been dispatched and a tracking number has been issued, we are generally unable to cancel the order or make any changes.

At this stage:

The shipping address cannot be changed
Items, sizes, or colors cannot be modified
The order cannot be canceled

If you choose not to keep the items after delivery, please refer to our Return & Refund Policy for available options:

https://durays.com/pages/return-refund-policy

4. IMPORTANT NOTES

Address accuracy: Customers are responsible for providing a complete and accurate shipping address at checkout. If a package is delivered to an incorrect address due to customer-provided information, we may not be able to offer a replacement or refund, depending on the circumstances.

Promotion or discount changes: If you request changes to an order that used a promotion or discount code, the order may no longer be eligible for that promotion. Price differences may apply.

Multiple-item orders: If your order contains multiple items, some items may be processed or shipped separately. If one item has already been dispatched, we may only be able to assist with changes to the remaining items, where applicable.

Cancellation confirmation: A cancellation request is not considered complete until you receive a confirmation email from our support team.

5. CONTACT INFORMATION

If you have questions about order adjustments or cancellations, please contact:

Durays
Email: support@durays.com