Q: What is your return policy?
A: We want you to be completely satisfied with your Duncan and Rose purchase and offer refunds when customers wish to return their purchase. In short, we give you 30 days to decide whether you want to keep your new reflective clothes and ask that you return it in a like-new condition. If you're not satisfied, just return it.
Q: How do I return an order?
A: You may send your product(s) to the address below. Please be sure to include your original order number on the outside of the package, and include your receipt on the inside of the package. Please send all returns via USPS or other carriers using a tracking number. We'll process your return as soon as we get it, and you should receive confirmation within a week or two of sending it to us.
Send all returns to:
Duncan and Rose
3805 California Street NE
Columbia Heights Minnesota, 55421
Q: What if I lost my order number?
A: We know sometimes people lose the packing material for their order and can't find their order number. Your order number is included in most of the e-mails that you received confirming your order, so search them for the number. If you absolutely cannot find it, please include your name, address, and e-mail address on a piece of paper inside the return package. We'll do our best to find your order, and if all else fails we'll e-mail you to figure out what to do. We've luckily never had a problem, though some took some detective work to figure out.
Q: How long does a return take?
A: You can expect a return to be processed within about a week from when we receive your product. We inspect each item that is returned to us, and then it takes a few days for refunds to be processed back onto your credit card.
Duncan and Rose Return Policy Terms & Conditions
If you are not entirely satisfied with your purchase, please review the following terms and conditions for returning your product(s) to Night Light Clothes.
You have 30 calendar days to return an item from the date you ordered it.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
You must include the receipt or other proof of purchase when returning the item.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Only the price of the returned item qualifies for a refund. We cannot refund shipping expenses from the original order or shipping expenses to return your item. The ultimate refunded amount will be determined in accordance with these terms and conditions, including the shipping and promotion clauses outlined below.
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable.
When returning an item, you must use a reliable carrier such as US Postal Service, FedEx, or UPS. Delivery tracking and insurance for the original purchase price should be selected to safeguard in the event of a delivery failure. Do not opt for signature at delivery as that will delay the process and may result in the package being returned to you.
We will provide you with an address for returning items for a refund. Our products are often shipped to you from one address and must be returned to another address. Please be aware that if you ship to an address that is not in-line with our return instructions we cannot process a return or refund. The "Return Address" listed on the original packaging for your order may not be the proper address for returns; the use of "Return Address" on our shipments is used for reference for the Postal Service only and should be ignored in regards to the refund/return process. In the event that a returned item is sent to the wrong address, we reserve the right to charge up to a USD 25.00 restocking fee to compensate for the added complexity and fees necessary for correcting the original error.
From time to time, we offer discounts and/or free shipping promotions on our products. The amount refunded will reflect the price paid by the customer, not the listed price of the item on our site at the time of the return. Prices are subject to change. Any discount received by the customer will be taken into account at the time of refund.
Shipping expenses are not refundable. If you originally received your item through a "Free Shipping" promotion on our site, we reserve the right to deduct up to USD 7.00 from the refunded amount to cover our out-of-pocket expenses for the original shipping and handling costs.
"Item Not Received" Refunds
Unless specifically requested by the customer, all of our items are shipped via US Postal Service or equivalent. When shipping items, we purchase tracking, delivery confirmation, and insurance for every package. Once a delivery is complete and has been marked as confirmed, the Postal Service considers the item to be in the legal possession of the customer. If the item is lost or stolen after delivery has been confirmed, we cannot offer a refund. The Postal Service will handle claims of theft or loss, and you should be entitled to reimbursement through our original insurance.
Not all delivery processes go as planned, and we have noticed that the postal service may have delays or errors in delivery. We cannot guarantee their performance. Customers must make claims directly with the postal service using the tracking number given in the original shipping confirmation.
"Incorrect Address" or "Cancel Order" Refunds
Orders are processed and transmitted to our warehouse immediately after the checkout process is complete. There is no opportunity for us to change the delivery address or cancel orders prior to shipment. We are unable to process address changes and cannot be responsible for delivery failures due to incorrect addresses entered during the checkout process.
Some customers have had great success working with the Postal Service to re-route packages to a new address, though we cannot guarantee that this will be effective.
With our automated fulfillment process, we are unable to cancel orders via e-mail or via our automated return system. Once an order is placed and the checkout process is completed, the order is considered final. If you wish to return your item for a full refund, you may do so in accordance with these terms and conditions. Customers may not deny or reject delivery of an item as a means of cancelling an order. Any package that is denied or rejected delivery will be considered delivered sucessfully--the customer had the option to receive the item--and the customer waives their right to a return or refund in accordance with these terms.
Other Terms and Conditions
While we aim to process all refunds and returns in an expedient fashion, we are not responsible for errors, omissions, actions, or inactions that may delay a return. The customer agrees not to hold us liable for any expenses, costs, damages, or other monetary sums that exceed the expected refund amount. All addition expenses (e.g. shipping, materials, time, labor, etc.) in relation to a returned item will be covered by the customer.
The maximum amount that we can offer for a refund is the net price minus other fees as described in this document.
We are not responsible for the errors, omissions, actions, or inactions of our partners, including the Postal Service or outsourced logistics providers, though we prefer to serve an advocate for the customer when addressing problems with our partners.
Please be aware of any import duties and vat that might be added by your mail carrier. Since we ship from U.S. there will probably be additional fees if you order from outside the U.S.