Refund policy
Returns, Refunds & Order Issues
Dual Identity Company
Effective for orders placed on or after the date this policy is published.
Returns and exchanges
We want you to feel confident about your purchase. Please review the product description, size guide, colour selection and order details carefully before checkout.
We do not offer voluntary returns, refunds or exchanges for change of mind, personal preference, or an incorrectly selected size or colour.
This policy does not limit your rights under applicable consumer protection laws.
Damaged, defective or incorrect products
If your item arrives damaged, defective, misprinted, materially different from its description, or different from what you ordered, please contact us at contact-us@dualidentitycompany.com.
Include your order number, a brief description of the problem and, where practical, clear photographs showing the issue.
We will review the issue and arrange an appropriate resolution, which may include a replacement, correction or refund, consistent with your legal rights.
Please contact us as soon as reasonably possible. For Printful-fulfilled products, reporting an issue within 30 days of delivery helps us submit a supplier claim. This supplier timeframe does not limit your statutory rights.
Missing or delayed orders
If your order has not arrived by the expected delivery date, please contact us so we can investigate.
Where an order is lost, cannot be delivered, or qualifies for cancellation or refund under applicable law, we will provide the appropriate remedy.
Return shipping
Please do not send items back without contacting us first.
For qualifying defective or incorrect orders, a physical return may not be necessary. If we require you to return an item because of an error or problem for which we are responsible, we will provide instructions, the appropriate return address and cover the necessary return shipping cost.
Order changes and cancellations
If you need to correct an order, please contact us as soon as possible.
We may be able to change or cancel an order before fulfillment begins. Once production or fulfillment has started, changes or voluntary cancellations might no longer be possible.
Any cancellation rights provided by applicable law remain unaffected.
Refund processing
When a refund is due, we will initiate it to your original payment method within 10 business days of approval, or sooner where required by law.
Your bank or payment provider may require additional time to display the refund.
Where a customer exercises a statutory cancellation right, we will follow the applicable legal refund deadline and refund requirements.
Existing orders and legal rights
Orders placed before this policy takes effect remain subject to the terms applicable when they were purchased, together with applicable law.
Nothing in this policy excludes or restricts mandatory consumer rights, including rights relating to defective goods, goods that do not match their description, incorrect fulfillment, or legally permitted contract cancellation.
Contact us
For help with orders, refunds, cancellations or product issues: