Refund policy
Last updated: 19 June 2026
Returns & Refunds
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
We are so sure you will love your Duke product that we offer a money-back guarantee should it not be what you expected (unless your expectation is at odds with the information on our website). Simply send us an email to: jamie@dukeuke.com and owner Jamie Houston will sort things out for you personally. If it's not right, he wants to know why and to put it right.
Please Note - we do not offer a refund if you have simply changed your mind, or if your circumstances have changed, unless required by law. Note: For customers in the European Union, please refer to the 'European Union Only' section below regarding your statutory Right of Withdrawal.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need your order number as proof of purchase.
To start a return, you can contact us at jamie@dukeuke.com. Please note: DO NOT send your purchase until your return has been approved and you have been advised of a return shipping address.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
As per our Return Shipping policy above, if we are not at fault the cost of return shipping will be deducted from your refund (unless you have paid it in advance).
There is a 9% of the retail price restocking fee for all goods returned and refunded unless the refund is due to a fault or error on our part (or is part of the EU statutory Right of Withdrawal). On a DUKE10, which retails for $USD429, the restocking fee is $USD38.61.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at jamie@dukeuke.com.
Return Shipping
If we are not at fault, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (unless you have paid it in advance).
If you are returning/shipping an item valued at over $USD75, you should consider using a trackable shipping service and/or purchasing shipping insurance. We can't guarantee that we will receive your returned item, and we are not liable for any losses in transit.
Partial Refunds (if applicable).
There are certain situations where only partial refunds are granted (if applicable).
- Any item not in its original condition or is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after you received it.
Exchanges (if applicable).
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at jamie@dukeuke.com and we will sort it out for you as soon as we can.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Depending on where you live, the time for your exchanged product to reach you may vary. We have no control over shipping times and/or delays.
You can always contact us for any return questions at jamie@dukeuke.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you received the wrong item, so that we can evaluate the issue and put it right. We only want happy customers, and we will bend over backwards to make sure you are ultimately happy!
European Union Only
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the instrument.
How to Exercise Your Right
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract using our dedicated "Withdraw from contract" button, which can be found in your Customer Account Area, and the Footer of this website and your Order Confirmation.
This electronic withdrawal function is the most efficient way to exercise your right and ensures an immediate, timestamped acknowledgment of your request on a durable medium (email). Alternatively, you may inform us by a clear statement sent via email to jamie@dukeuke.com. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay and, in any event, not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Return Requirements
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the instruments.