🔄 Returns & Refunds Policy

Effective Date: 30/06/2023
Last Updated: 16/06/2025

At Dura Vista Ltd, we want you to be completely satisfied with your purchase. If for any reason you are not, this Returns Policy explains how you can return items and request a refund or exchange, in line with the UK Consumer Contracts Regulations.

1. Your Right to Cancel

Under UK law, you have the right to cancel your online order within 14 calendar days of receiving your goods without giving any reason.

To exercise this right, you must notify us in writing via email to accounts@duravista.co.uk within 14 days of receipt.

2. Eligibility for Returns

To be eligible for a return:

• Items must be unused, in their original condition, and in original packaging
• You must include your proof of purchase (order number or invoice)
• The return must be initiated within 14 days of receiving your item and returned within 14 days of notifying us

3. Non-Returnable Items

The following items are non-returnable, unless faulty:

• Custom-cut, made-to-measure, or personalised products
• Items marked as "Final Sale" or "Non-Returnable" at checkout
• Opened rolls of film, damaged packaging, or used tools

4. Faulty or Damaged Goods

If an item is faulty, damaged, or incorrect, please contact us within 48 hours of delivery with photos and a description of the issue. We will offer:

• A replacement
• A full refund
• Or an alternative solution, depending on the situation

We will cover return shipping costs for faulty items.

5. Return Process

1. Email us at accounts@duravista.co.uk with your order number and reason for return
2. Wait for our return authorisation and instructions
3. Carefully package the item and return it to the address provided
4. Retain proof of postage and tracking

You are responsible for return shipping costs unless the item is faulty or incorrect.

6. Refunds

• Once we receive and inspect the returned item, we will process your refund within 5–10 business days
• Refunds will be issued to your original payment method
• Original delivery charges are non-refundable (unless the return is due to our error)

7. Exchanges

If you would like to exchange an item, please note this in your return request. Exchanges are subject to stock availability.

8. Contact Us

If you have any questions about your return or this policy, contact us:

Dura Vista Ltd
📧 Email: accounts@duravista.co.uk
📍 Address: Unit A3 Lochar Industrial Estate, Catherinesfield RD, Dumfries, DG1 3PJ, United Kingdom
☎ Phone: 01387 444 100