Refund policy

Dune Theory Return & Refund Policy

Effective Date: 08/24/2026

At Dune Theory, we want you to be confident in your purchase. Because our products are supplied by multiple manufacturers and ship directly from the manufacturer or supplier. Returns are subject to the requirements outlined below as well as any applicable manufacturer requirements.

1. Return Eligibility

Eligible returns must meet all requirements of this policy.

  • A return must be initiated within 14 calendar days of delivery.

  • The returned product must be received by Dune Theory or the applicable return facility within 28 calendar days of delivery to remain eligible for a refund.

  • Prior approval from Dune Theory is required before any product is returned.

  • A valid Dune Theory Return Merchandise Authorization (RMA) must be issued before the product is shipped.

  • Products must be unused, uninstalled, undamaged, and in new and resellable condition.

  • Products must include all applicable components, hardware, accessories, documentation, and packaging.

  • Products should be returned in their original packaging when applicable and packaged securely enough to prevent damage during return transportation.

  • Products must meet any additional condition or return requirements imposed by the applicable manufacturer.

Do not send a product back without receiving authorization and an RMA from Dune Theory. Unauthorized returns will be refused & returned to the sender.

2. Products Not Eligible for Return

The following products are not eligible for return:

Clearance and Final-Sale Products

Clearance, closeout, and other products specifically identified as Final Sale are:

  • Non-refundable

  • Non-exchangeable

  • Not eligible for return

All sales of designated clearance/final-sale products are final, with no exceptions, except where otherwise required by applicable law.

Dune Theory does not offer custom or special-order products.

3. Return Authorization Process

All returns must begin with Dune Theory.

To request a return:

  1. Contact Dune Theory within the applicable 14-day return window.

  2. Provide your order information and the reason for the return.

  3. Dune Theory will review the request and determine whether the product is eligible.

  4. If approved, Dune Theory will issue a Return Merchandise Authorization (RMA) and provide return instructions.

  5. Dune Theory will determine the applicable return destination and return-shipping requirements based on the product, manufacturer, and reason for the return.

  6. Ship the product only after receiving Dune Theory's approval and return instructions.

Customers should never independently return a product to a manufacturer or supplier unless Dune Theory specifically instructs them to do so.

4. Restocking Fee

Eligible non-defective returns are subject to a 25% restocking fee.

The restocking fee may apply to returns such as:

  • Customer changed their mind

  • Product is no longer wanted or needed

  • Customer ordered the wrong product

  • Customer ordered the wrong size or configuration

  • Other eligible returns that are not the result of a manufacturer error

Manufacturer Errors

No restocking fee will be charged for a verified manufacturer error.

Manufacturer errors may include, but are not limited to:

  • Incorrect product shipped

  • Incorrect product supplied

  • Incorrect product fulfillment

  • Other verified errors attributable to the manufacturer or supplier

Dune Theory will determine the appropriate resolution based on the circumstances and applicable manufacturer requirements.

5. Return Shipping

Return-shipping responsibility is determined based on the reason for the return and the applicable manufacturer's requirements.

Customers may be responsible for return-shipping costs on eligible customer-requested returns.

Where a return results from a verified manufacturer error, Dune Theory will coordinate the appropriate return-shipping procedure in accordance with the applicable manufacturer or supplier requirements.

Dune Theory does not provide a blanket free-return guarantee.

Do not purchase or arrange return shipping until Dune Theory has provided return instructions.

6. Original Shipping Charges

Original shipping charges are non-refundable on eligible returns.

If an order originally qualified for free shipping, Dune Theory may account for applicable standard shipping costs when calculating the refund, where permitted by the applicable manufacturer terms and applicable law.

7. Return Packaging Requirements

Customers are responsible for preparing approved returns for safe transportation.

Returned products must:

  • Be securely packaged to prevent damage during transit.

  • Be returned in the original packaging when applicable.

  • Be packaged in the same or equivalent protective manner in which they were received when applicable.

  • Have old shipping or tracking labels removed or covered.

  • Include the required RMA or order information as instructed by Dune Theory.

  • Be shipped using the return instructions and label provided or approved by Dune Theory.

Dune Theory or the applicable manufacturer may require photographs of the product and/or its packaging before the return is shipped.

Customers should retain the return tracking information and shipping receipt until the return has been confirmed as received.

8. Damaged Shipments

Products damaged during shipping are handled separately from ordinary customer-requested returns.

All shipping-damage claims must be reported to Dune Theory within 24 hours of delivery. No exceptions.

Customers must:

  • Contact Dune Theory within 24 hours of delivery.

  • Provide clear photographs documenting the damage.

  • Provide photographs of the packaging when requested.

  • Preserve the product and packaging until Dune Theory provides further instructions.

  • Follow Dune Theory's instructions regarding inspection, return, replacement, repair, or other resolution.

Damage claims are reviewed case-by-case and may be subject to the applicable manufacturer's and carrier's requirements.

Failure to report shipping damage within the required 24-hour period may result in the claim being denied, subject to applicable law and the rights provided by the applicable carrier or manufacturer.

9. Wrong Product or Manufacturer Error

If you receive the wrong product or Dune Theory determines that the return resulted from a verified manufacturer or fulfillment error, contact Dune Theory before returning the product.

Do not ship the product back independently.

Dune Theory will provide the appropriate return instructions and coordinate the applicable resolution.

Verified manufacturer errors are not subject to the 25% restocking fee.

10. Exchanges

Dune Theory does not guarantee exchanges for every product.

Where an exchange is available, it must be approved by Dune Theory and is subject to the applicable manufacturer's exchange and product-availability requirements.

An approved exchange may require:

  • Return of the original product

  • Inspection of the returned product

  • Manufacturer approval

  • Availability of replacement inventory

  • Applicable shipping charges

  • Compliance with the manufacturer's return and exchange requirements

An exchange is not guaranteed simply because a product is eligible for return.

11. Refund Processing

Once an approved return has been received and inspected, Dune Theory will determine whether the return satisfies the requirements of this policy and the applicable manufacturer's requirements.

If approved, the applicable refund will be processed to the original payment method, unless another permitted resolution has been agreed upon.

The refund amount may be reduced by applicable:

  • 25% restocking fee for eligible non-defective returns

  • Non-refundable original shipping charges

  • Other charges permitted under the applicable manufacturer's requirements and this policy

Dune Theory will communicate any applicable deductions or adjustments associated with the return.

The time required for the refunded funds to appear in the customer's account may vary depending on the customer's payment provider or financial institution.

12. Products That Arrive Used, Damaged, Incomplete, or Not Resalable

If an approved return arrives:

  • Used

  • Installed

  • Damaged

  • Modified

  • Missing components

  • Missing required packaging

  • Or otherwise not in new and resellable condition

Dune Theory will review the condition and determine the appropriate resolution in accordance with the applicable manufacturer's requirements.

A return that does not meet the applicable manufacturer's return requirements may be subject to a reduced refund, credit, rejection, or other resolution permitted by the applicable manufacturer.

13. Manufacturer-Specific Requirements

Dune Theory works with multiple manufacturers, and individual manufacturers may impose requirements that differ from one another.

Where applicable, the manufacturer's requirements may determine:

  • Return eligibility

  • Product condition

  • Return destination

  • Return shipping

  • Restocking charges

  • Exchange availability

  • Inspection requirements

  • Refund or credit procedures

Dune Theory will administer approved returns according to this policy while coordinating with the applicable manufacturer or supplier.

14. Return Deadline

The return deadlines established by Dune Theory are:

14 days to initiate the return.

28 days for the returned product to be received.

A return request submitted after the 14-day initiation period, or a return that is not received within the 28-day receipt period, may be denied unless another remedy is required by applicable law or the applicable manufacturer.

15. Warranty Claims Are Separate From Returns

A product that may have a manufacturing defect is not automatically treated as an ordinary return.

Warranty claims are handled under Dune Theory's separate Warranty Policy and the applicable manufacturer's warranty.

For third-party products, warranty coverage, duration, exclusions, and claim procedures are determined by the applicable manufacturer.

Customers should contact the manufacturer regarding warranty inquiries and warranty claims as directed by Dune Theory's Warranty Policy.

16. Policy Administration

Dune Theory reserves the right to review and update this Return & Refund Policy as our product offerings, manufacturers, fulfillment processes, and applicable requirements change.

The Return & Refund Policy in effect at the time of purchase will generally govern the applicable transaction, subject to applicable law and any manufacturer-specific requirements applicable to the product.

If you have questions regarding a return, contact Dune Theory before shipping the product back.

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