Refund policy

Refunds & Returns Policy

Returns (Physical Products)

Our return policy lasts 30 days. If 30 days have passed since your purchase, we unfortunately cannot offer a refund or exchange.

To be eligible for a return, your item must be unused, in its original condition, and in the original packaging.

Refunds (if applicable)

Once your return is received and inspected, we will email you to confirm that we have received your item and notify you of the approval or rejection of your refund.

If approved, your refund will be processed and applied to your original method of payment within the standard processing timelines of your bank or credit card provider.

Refund Policy
Service-Based Projects

72-Hour Cancellation Window 

Clients may cancel a project within 72 hours of signing the agreement or paying the deposit for a full refund of the deposit. Cancellations must be submitted in writing via email.

After the 72-hour window, the deposit becomes non-refundable, as work—including design planning, scheduling, and materials prep—begins immediately.

If the project is cancelled after 72 hours, any additional payments beyond the deposit will be refunded minus billable work already completed (design time, concept development, site visits, colour studies, etc.).

Non-Refundable Once Work Begins

All design and mural services are non-refundable once work has begun. This includes digital mockups, concepts, drafts, and any billable time spent on the project.

By proceeding with a project and/or paying an invoice, clients agree to the following:

  • Time-Based Billing — Projects may be billed hourly or by milestone. Time spent on research, planning, site visits, concept development, and revisions is considered billable work.

  • Revisions — Reasonable edits are included as described in your project scope. Additional revisions may incur extra charges.

  • Final Delivery — Final artwork and files are released only after full payment is received.

  • Open Communication — If concerns arise, clients are encouraged to communicate at any stage so we can work collaboratively.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

  2. Contact your credit card company—posting times vary.

  3. Contact your bank—processing delays may occur.

  4. If you have done all of the above and still have not received your refund, please contact us at customercare@durothethird.com.

Sale Items

Only regular-priced items may be refunded. Sale items are final sale.

Shipping for Returns

Once your return is approved, we will provide the correct return shipping address.

  • Customers are responsible for return shipping costs. These costs are non-refundable.

  • If a refund is issued, the cost of return shipping may be deducted from your refund.

  • For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items.