Refund & Warranty Policy

Refund & Warranty Policy

Last Updated: September 25, 2026

At DUVA, we want you to feel confident about your purchase. If you are not fully satisfied with your product or experience a product issue, this policy explains your options for returns, refunds, and warranty service.

This Refund & Warranty Policy applies to eligible SomniPods 3 and DUVA ONE products purchased directly through the official DUVA website.

Refund & Return Policy

30-Day Return Policy

  • If you are not satisfied with your purchase, you may request a return within 30 days of delivery, including for reasons such as change of mind, personal preference, comfort, or fit.
  • All returns are subject to the Return Eligibility requirements outlined below.
  • After the 30-day return period, non-defective products are generally no longer eligible for return. Product issues may still be covered under the applicable Warranty Policy or applicable consumer protection laws.

Return Eligibility

  • Returned products must be clean, in good condition, and free from excessive wear, damage, or misuse.
  • Products must be returned with all original components and accessories, including the charging case, ear tips, charging cable, manuals, and any promotional items or gifts included with the order, where applicable.
  • Original packaging must also be included with the return.
  • Normal product evaluation or trial is acceptable. However, excessive wear, physical or liquid damage, misuse, missing components or accessories, missing original packaging, or removed or damaged serial number or anti-tamper labels may affect return eligibility or the refund amount.
  • All returns must be requested and approved through our return process before the product is sent back. Unauthorized returns may not be accepted.

Defective on Arrival, Damaged or Incorrect Items

  • If your product arrives defective, non-functional, damaged, or incorrect, please contact our Support team within 7 days of delivery and provide your order number together with relevant photos or videos where applicable.
  • Once the issue has been verified, DUVA will provide an appropriate resolution. For verified Defective on Arrival (DOA), shipping damage, or incorrect-item claims, replacement will generally be prioritized where stock is available.
  • If replacement stock is temporarily unavailable, you may choose to wait for replacement stock or receive a refund.
  • The 7-day period is intended for priority handling of DOA, shipping damage, and incorrect-item claims. It does not reduce or replace your separate 30-day return period or any applicable warranty rights.
  • Product issues reported after the initial 7-day period may still be eligible for return or warranty service, subject to the applicable Return and Warranty Policy requirements.

Return Shipping

  • For approved returns involving a verified defective product, Defective on Arrival (DOA) claim, shipping damage, or incorrect item, DUVA will provide a prepaid return label where available or otherwise cover the applicable return shipping cost. No return shipping cost will be deducted from the refund for these approved claims.
  • For approved non-defective returns, including change of mind, personal preference, comfort, or fit-related reasons, return shipping costs are the customer's responsibility, unless otherwise required by applicable law.
  • Where available, DUVA may provide a prepaid return label for convenience. For non-defective returns, the cost of the return label or applicable return shipping fee may be deducted from the final refund amount.
  • Any expedited or other optional shipping fees originally paid with the order are generally non-refundable, unless the return is due to a verified product defect, shipping damage, incorrect item, or otherwise required by applicable law.
  • The final refund amount will be confirmed after the returned product has been received and inspected in accordance with our Return Eligibility requirements.

Refund Method & Timing

  • Approved refunds will be issued to the original payment method.
  • Once the returned product has been received and inspected, approved refunds are typically processed within 5–10 business days.
  • After the refund has been issued, your bank or payment provider may require additional time for the funds to appear in your account.
  • If the returned product is missing original components, accessories, or required packaging, or shows excessive wear or damage, the refund amount may be adjusted to reflect the value of the missing items or the extent of the damage, where permitted by applicable law.
  • If any deduction applies, the reason and applicable amount will be communicated to you as part of the refund process.

How to Start a Return

To request a return:

  1. Submit a return request through our Return Portal or contact our Support team.
  2. Provide your order number, the email address used for the purchase, and the reason for the return. For damaged, defective, or incorrect items, relevant photos or videos may also be requested.
  3. Wait for return authorization and instructions from our team before sending the product back.
  4. Once approved, follow the provided return instructions and use the designated return label or shipping method, where applicable.

Please do not send products to any address without prior return authorization. Unauthorized returns or products sent to an incorrect return location may not be accepted or may delay your refund.

Warranty Policy

Warranty Period

  • Main device: 18 months from the date of delivery.
  • EU consumers: 2 year statutory guarantee of conformity under applicable local law.
  • UK consumers: remedies may also be available under the Consumer Rights Act 2015.

Your statutory rights remain unaffected.

What's Covered

  • Manufacturing defects in materials or workmanship that arise under normal and intended use during the applicable warranty period.
  • For an approved warranty claim, DUVA will provide an appropriate remedy based on the nature of the issue. Replacement will generally be prioritized where appropriate and stock is available.
  • If a replacement is provided, it will be a new product.
  • If replacement is not available or reasonably feasible, DUVA may provide another appropriate remedy, including a repair or full or partial refund, subject to applicable law.

What's Not Covered

  • Damage caused by misuse, abuse, accidents, neglect, improper storage or maintenance, or liquid exposure beyond the product's rated protection.
  • Damage caused by unauthorized repairs, modifications, or the use of incompatible accessories, components, or power sources.
  • Damage resulting from use outside the product's intended purpose or contrary to the product instructions.
  • Normal wear and tear, including cosmetic wear, or normal battery capacity reduction resulting from regular use. Battery performance issues caused by a manufacturing defect may still be covered.
  • Consumable or replaceable accessories, such as ear tips, unless they are defective upon delivery.
  • Products that are lost or stolen, or products whose serial number or identification labels have been removed or altered.
  • Warranty claims where valid proof of purchase cannot be provided.

Costs & Logistics

  • For approved warranty claims, DUVA will cover the applicable return shipping cost. Where available, we will provide a prepaid return label together with return instructions.
  • If, after inspection, the product is determined not to be covered by the warranty, the customer will be notified before any return shipping or other applicable costs are incurred.
  • No additional charges will be applied without prior notice.

How to Obtain Warranty Service

  • To request warranty service, please contact our Support team within the applicable warranty period.
  • Please provide your order number or other valid proof of purchase, together with a description of the issue. Depending on the nature of the problem, our support team may request the product serial number, relevant photos or videos, or reasonable troubleshooting information.
  • If the product needs to be returned for inspection or replacement, please wait for return authorization and shipping instructions before sending it back.

Warranty for Replacement Products

A replacement product provided under warranty will be covered for the remainder of the original warranty period or 90 days from the date the replacement is delivered, whichever is longer.