Refund policy
Returns & Exchanges Policy
At DuraSilk, we stand behind the quality of our products and want you to have a great experience with every order. If something isn’t right, we’re here to help.
Please review the guidelines below before requesting a return or exchange.
All returns and exchanges are processed through our self-service return portal.
Start a return here:
https://durasilkltd.com/apps/redo/returns-portal/login
Once submitted, our team will review the request and confirm eligibility.
Return Window
Returns must be requested within 30 days of delivery.
Any requests submitted after 30 days from the delivery date are not eligible for return.
We recommend inspecting your items as soon as they arrive to ensure everything is correct.
Custom Branded Items (Items With Your Logo)
Because custom branded items are permanently marked with your salon or business logo, we do not accept returns or exchanges on custom branded products.
This includes any items that have been printed, branded, or customized specifically for your business.
However, if your custom item arrives with:
• a manufacturing defect
• an error in customization
• damage during shipping
• the wrong item
Please contact us or submit a request through the return portal and we will work quickly to make it right.
If you are unhappy with the final appearance of a custom item after receiving it, we are happy to review the situation and discuss possible solutions.
Standard (Non-Custom) Item Returns
Standard items may be returned if they meet the following conditions:
The item must be:
• unused
• unwashed
• free of hair, chemicals, stains, or odors
• in original packaging
• in resellable condition
Items that show signs of use or salon wear will not be accepted for return.
Because DuraSilk products are used in professional environments, we cannot restock items that have been used or exposed to salon chemicals or hair.
Return Shipping
Customers are responsible for return shipping costs for standard refunds.
However:
• Exchanges — return shipping is covered by DuraSilk
• Returns for store credit — return shipping is covered by DuraSilk
Return labels, when applicable, will be issued after the return request is approved.
Exchanges
If you would like to exchange an item for a different color, size, or product, please request an exchange through the returns portal.
Once your request is approved, we will provide instructions for returning the item.
Replacement items will be shipped once the returned product is received and inspected.
DuraSilk covers shipping on exchanges.
Store Credit Returns
If you choose to return your item for store credit, DuraSilk will cover the return shipping.
Store credit will be issued once the returned item has been received and inspected by our team.
Store credit can be used on any future purchase.
Refunds to Original Payment Method
Refunds to the original payment method are available for eligible items returned within the 30-day return window.
Once the returned item is received and inspected, refunds are typically processed within 5–7 business days.
Please note:
• Original shipping costs are non-refundable
• Refund processing times may vary depending on your payment provider
Damaged, Defective, or Incorrect Items
If your order arrives with:
• a manufacturing defect
• damage during shipping
• the wrong item
Please submit a request through the return portal or contact us at:
customerservice@durasilkltd.com
In these cases:
• DuraSilk will cover return shipping
• We will replace the item or issue a refund depending on the situation
To help us resolve the issue quickly, please include photos of the product and packaging when submitting your request.
Used, Washed, or Worn Items
For hygiene and professional use reasons, we cannot accept returns on items that have been:
• worn
• washed
• used in a salon environment
• exposed to bleach, chemicals, hair, or stains
These items cannot be restocked and are not eligible for return.
Return Request Review
All return requests are reviewed by our team to ensure the item qualifies under our return policy.
Submitting a request through the portal does not automatically guarantee approval.
If your return is approved, you will receive instructions for the next steps.
Return Abuse
To protect our customers and maintain fair pricing, DuraSilk monitors return activity.
DuraSilk reserves the right to:
• refuse returns from customers who repeatedly return items
• refuse returns on items that appear worn, used, or altered
• limit future orders from customers who abuse the return system
Returns that do not meet the eligibility guidelines may be denied.
How to Start a Return
All returns must be requested through our return portal.
Start here:
https://durasilkltd.com/apps/redo/returns-portal/login
After submitting your request, our team will review the return and respond with the next steps if the item is eligible.
Contact Us
If you have any questions about your order or a return request, please contact our customer support team.
customerservice@durasilkltd.com
We’re always happy to help.
Thank You
Thank you for supporting DuraSilk. We appreciate your business and are committed to delivering high-quality products designed for professional salon environments.