Refund policy

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

  1. Message us on WhatsApp: +92 335 7714444 (or email info@durawalk.com).

  2. Share Order #, photos/video (unboxing or issue close-ups), and your request (refund or exchange).

  3. We’ll issue an RMA and arrange a pickup or provide a drop-off address.

  4. 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