Customer Service Policy

We focus on our Customers

We want you to be 100% satisfied with any purchase you make with us, but we know that you may change your mind or that sometimes things can go wrong. That is why we offer you the the opportunity to replace, exchange or refund your item.

Dufry Customer Warranty Policy

Dufry always aims to reach the best solution to satisfy our customers. Thus, Dufry will provide refunds or exchanges as detailed below.

All returns and exchanges will be assessed on a case-by-case basis to provide personalized customer service and do what is best for the customer.

Customs allowances are different according to the legislation of each country. It is customer's responsibility to be aware of such limits and restrictions. It is possible to consult Customs Allowances here. Dufry is not responsible for any confiscated products, due to non-compliance with current Customs allowance legislation of the destination or connection country.

PLEASE NOTE:  Proof of purchase (sales receipt or, in certain cases, credit card billing) must be presented in all cases, and in-person refunds or exchanges must be made in the same type of store (e.g. Dufry, World Duty Free, Nuance,  Hudson) and country of purchase.

All returns and exchanges are subject to applicable local law.

Types of Claim

Customers may make claims because the purchased product is defective or because they have changed their mind and they want to exchange or return a non-defective product.

Non-defective Products

Dufry companies will provide a refund or exchange of products purchased in our stores, provided the product  is in  the  same condition  as  when  sold  (has  not  been  used, is in its original packaging including the original seal (where applicable), and is accompanied by all original accessories, including leaflets, instructions for use and guarantees).

• Any refunds or exchanges must be made within 60 calendar days as of the purchase date, (or longer, as required by applicable law in the country of purchase).

• There are some return policy exceptions; see below.

• For hygiene and other reasons, the following items cannot be refunded or exchanged: underwear, lingerie, swimwear, earrings, in-ear  headphones,  books or catalogues, expired items that expire after the date of purchase, bespoke or specially-ordered  items, personalized items, or items altered/adjusted after the original sale.

• Dufry is not responsible for shipping costs, or any bank fees charged by the customer's bank that may apply in connection with refunds or exchanges of non-defective products.

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  For non-defective products, refunds and returns of products by mail (from overseas) is only possible if the country of purchase has no legal restrictions to receive it back.  In this case, the procedure must occur directly at the same store/country of purchase.

  As an example, the following countries are not allowed to receive products from overseas: Mexico, Argentina, Chile, Brazil, Colombia, Uruguay, Indonesia, Turkey, Morocco, Egypt, Ghana, India.

  The list above may be altered without further notice.

Defective Products

Dufry companies will provide a refund or exchange of products purchased in our stores that prove to have a manufacturing defect within 60 calendar days  of  the purchase date (or longer, as required by applicable law in the country of purchase).

For defects covered under the manufacturer’s warranty, customers should contact the manufacturer directly.

• Dufry will pay for any shipping costs that may apply in connection with refunds or exchanges of defective products as well as any bank fee for the wire transfer.

• There are some return policy exceptions; see below.

Return Policy Exceptions

Note the following exceptions:

NOTE: Please contact our Customer Service team for any further information you may need.