Refund policy

Last updated: November 8, 2026

30-day store warranty

Dua Tech provides a 30-day store warranty from the date of purchase for product faults that are not caused by customer misuse, accidental damage, or negligence (human error). Please submit your warranty claim within 30 calendar days of the purchase date. A claim submitted within this period can still be inspected and resolved after the period ends.

Eligible returns

You may request a return if the product develops a functional fault during normal use that is not caused by human error, if we send the wrong item, or if the item materially differs from the condition or description agreed at purchase. If your item arrives damaged or incorrect, please contact us promptly with your order details so we can review the issue.

Damage not covered by the store warranty

The store warranty does not cover faults caused by:

Drops, impacts, excessive pressure, or liquid entering the device.
Misuse, improper charging, or unsuitable accessories that cause damage.
Disassembly, modification, or repair that causes the reported fault.

We assess the cause of the reported problem during inspection and explain our decision. An unrelated mark or modification does not automatically exclude a claim.

Change-of-mind returns

We do not accept returns or exchanges solely because you change your mind or select the wrong item when the delivered product is correct, free from undisclosed faults, and matches the agreed description. This does not apply to an incorrect item sent by us or a product that does not match the agreed description.

How to request a return

Email cs@duatech.jp with your order number, proof or date of purchase, the product details, and a description of the problem. Include photos or a video if possible. For the 30-day store warranty, contact us within 30 calendar days of the purchase date.

Please wait for our return instructions before sending the item. Returns are sent to the Dua Tech store: 7F, Yamaume Bld, 2-17, Kandasuda-cho, Chiyoda-ku, Tokyo 101-0041, Japan (山梅ビル７階). We will confirm the shipping method and any items that should be included. Pack the product securely and return the same unit you purchased, together with the supplied accessories as instructed.

Before returning a device, back up your personal data, remove SIM and memory cards, and sign out of accounts or remove activation locks if the device allows you to do so. Tell us if the fault prevents these steps. Do not send us passwords, PINs, or verification codes.

Inspection and refunds

Refunds are issued after we receive and inspect the returned item and confirm that the claim is eligible. We will notify you of the inspection result. If a claim is declined, we will explain the reason.

For an approved refund, we return the amount actually paid for the returned product after any discount applied at purchase. We process the refund after inspection and approval and provide confirmation. Where possible, the refund is sent to the original payment method. For cash-on-delivery payments, or when the original payment method cannot receive a refund, we will agree a suitable refund method with you through our official support channel. The time until the funds appear depends on the bank or payment provider.

Return shipping costs

Dua Tech covers return shipping for approved claims. We will arrange or confirm the shipping method with you before the item is sent. If shipping back to you is required as part of an approved claim, Dua Tech also covers that shipping cost. Please contact us before arranging a shipment so we can provide the appropriate instructions.

Your statutory rights

This 30-day store warranty is additional to any rights you have under applicable Japanese law. The warranty period and exclusions do not limit rights or remedies that cannot lawfully be excluded, including rights relating to incorrect or non-conforming goods.