Refund policy

Personalised Items

Due to the bespoke nature of our products, personalised items are non-refundable and non-returnable, unless they arrive faulty or damaged.

This includes:

  • Custom initials or names

  • Personalised foil selections

  • Custom placements or formatting

Please double-check all personalisation details before completing your purchase.

Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the issue

  • A brief description of the problem

Email: dubibiofficial@yahoo.com

Once verified, we will offer:

  • A replacement, or

  • A refund, where appropriate

Lost or Delayed Orders

If your order has not arrived within 25 business days of dispatch, please contact us and we will investigate with the carrier.

If an order is confirmed lost, a replacement or refund will be issued.

Change of Mind

We do not accept returns or refunds for:

  • Change of mind

  • Incorrect size/model selection

  • Incorrect personalisation provided by the customer

Refund Processing

Approved refunds will be issued to the original payment method within 5–10 business days, depending on your bank or payment provider.