We want your Durawalk pair to fit right. If not, we’re here to help.
Quick Summary
- Return/Exchange window: 7 days from delivery (calendar days).
- Item condition: Unworn, unwashed, undamaged, with tags, box, and inserts intact.
- Prepaid cancellations before dispatch: Refund in 10–14 business days, minus 10% fee (see below).
- Post-delivery refunds (after inspection): 3–5 business days.
- COD deposit (PKR 500): Non-refundable after dispatch or if delivery is refused.
- Shipping fees: Original and return shipping are non-refundable unless the issue is our error/defect.
What’s Eligible
- Wrong size/fit (footwear tried indoors only on a clean surface; no outsole wear/creases).
- Wrong item sent or manufacturing defect (reported with photos/video within 48 hours of delivery).
- Exchanges for a different size/model (subject to stock).
What’s Not Eligible
- Used, soiled, or damaged items; missing original box/tags; creased/worn soles.
- Hygiene items (e.g., socks/insoles) once opened.
- “Final Sale/Clearance” items if marked non-returnable.
- Damage from misuse, improper care, or external factors after delivery.
How to Start a Return/Exchange
- Message us on WhatsApp: +92 335 7714444 (or email info@durawalk.com).
- Share Order #, photos/video (unboxing or issue close-ups), and your request (refund or exchange).
- We’ll issue an RMA and arrange a pickup or provide a drop-off address.
- After the item reaches our warehouse, QC takes 24–48 hours. We then process your exchange/refund as below.
Exchanges
- Size/Style Exchange: Once QC is passed, we dispatch your replacement within 1–2 business days.
- Exchange Shipping:
- Preference-based exchanges (e.g., size change): customer pays courier charges (both ways).
- If it’s our error/defect: we cover exchange shipping.
Refunds
A) Pre-Dispatch Cancels (Prepaid / Advance Pay)
- Refund to original method in 10–14 business days, minus a 10% processing fee (covers payment handling & warehouse allocation).
- Not applicable to COD (see COD deposit below).
B) Post-Delivery Returns (after QC approval)
- Prepaid orders: refund to original method in 3–5 business days after inspection.
- COD orders: refund for the amount paid at delivery via bank transfer in 3–5 business days after inspection.
- Important: As per Payment Policy, the PKR 500 COD deposit is non-refundable after dispatch or if delivery is refused.
- Shipping fees (outbound/return) are non-refundable unless it was our error/defect.
C) If It’s Our Error/Defect
- Choose exchange (preferred) or refund.
- We cover all courier charges.
- Refund timing: 3–5 business days after inspection.
Condition Checks (QC)
To be eligible, returns must pass QC:
- No visible wear on upper/outsole; no creasing; no stains/odors.
- All accessories (extra insoles, inserts) included.
- Original packaging in reasonable condition.
If QC fails, we’ll return the item to you (shipping at cost) and share photos.
Partial Returns & Bundles
- For multi-item orders, you can return specific items within the window; refunds apply per-item.
- Bundle/BOGO discounts are recalculated if a part of the bundle is returned.
Timelines & Communication
- We aim to respond to return/exchange requests within 24 business hours.
- Refund posting times depend on your bank/issuer.
- You’ll receive WhatsApp updates at each step (RMA issued, pickup booked, QC result, refund/exchange dispatched).
Goodwill & Exceptions
- To protect genuine customers, we may waive fees or extend windows at our discretion for verified issues (e.g., courier mishandling, bereavement, medical cases).
- Repeat RTO/abuse may be declined per our Payment Policy.
Need Help?
- WhatsApp: +92 335 7714444
- Email: info@durawalk.com
- Support hours: 12:00–20:00 PKT, Mon–Sat
