Last Updated: 11 November 2026 • Dukanix
Unless Dukanix confirms otherwise in writing for a particular order, the buyer pays the manufacturer directly under the confirmed quote. Refunds, replacements and corrections are therefore agreed between the buyer and the manufacturer. Dukanix helps both sides in good faith but does not process payments or refunds itself.
Orders are confirmed through Dukanix and fulfilled by the manufacturer. Any deadline for cancelling before dispatch, and any charges that apply, are stated in your quote. Orders that have been dispatched, and made-to-order items, cannot normally be cancelled.
If goods arrive damaged in transit, materially defective, or not what you ordered, report it within 48 hours of delivery with photos, by WhatsApp to the Dukanix sourcing desk, and note any damage on the transporter's receipt. We will coordinate with the manufacturer to arrange a resolution: a replacement, a correction or a refund, as agreed with the manufacturer. Claims reported after 48 hours may not be accepted.
Dukanix does not hold the buyer's payment and is not responsible for refunding it. We will, however, make reasonable efforts to follow up with the manufacturer, ask for a resolution within 7 business days of the claim being accepted, and keep you informed.
If the manufacturer still does not replace, correct or refund a valid claim, Dukanix may suspend or remove the manufacturer and its listings. To help you pursue the claim, Dukanix may give you the manufacturer's registered business name, address and registration details, and the order records we hold (quote, invoice and messages), subject to the law. Your remedies remain against the manufacturer under the quote and invoice, including a legal notice and a civil claim, and we recommend you keep the invoice, transporter receipt, photos and messages.
Dukanix is not liable for a manufacturer's failure to refund, replace or correct.
Items made to a custom length, gauge or specification are made for that order and are generally not returnable, except for genuine manufacturing defects covered in section 3.
Dukanix is not responsible for the outcome of a refund or replacement between the buyer and the manufacturer, or for the amount agreed. See our Terms of Service.
For any cancellation, return or dispute, message our sourcing desk on WhatsApp, or see the Contact page for other ways to reach us.
