Refund policy

Durian is a perishable fruit, so we never ask you to send anything back. If something is wrong with your order, send us photos and we will make it right.

Our 30-day guarantee

Every order is covered for 30 days from the day it is delivered. If your fruit arrives damaged or spoiled, email us photos within those 30 days and we will either send you a replacement free of charge or refund you.

Photos are required. They take the place of a physical return, so we cannot approve a claim without them.

What to photograph

Photograph the fruit itself — the whole fruit in its shell, and the flesh if you have already opened it. For a spoilage claim, the flesh is the photo that matters most.

Bring the box inside as soon as it lands, and tell us as soon as you notice a problem. You have the full 30 days, but the sooner we see it, the more we can see.

Replacement or refund

Both are on the table. Which one we offer depends on the case — what the photos show, how much of the order was affected, and whether we have fruit in hand to send out. We look at every claim individually rather than applying one rule to all of them, and we tell you the outcome when we approve it. If the other remedy suits you better, say so and we will do what we can.

Partial problems are usually settled in kind: if one fruit in a six-fruit box was bad, we replace or refund that fruit rather than the whole box.

We do not accept physical returns

Durian is perishable and cannot be resold once it has left us, so please do not ship anything back — there is nothing to return and no cost to you. Keep the fruit until your claim is settled, in case we ask for one more photo.

Cancelling or changing an order

If your order has not shipped yet, email us and we will cancel it and refund you in full. Once a box has left our facility it is moving overnight on ice and cannot be recalled or redirected. From that point the 30-day guarantee is what covers you.

Refunds

Approved refunds are issued to the original payment method. Most banks post the money within 5 to 10 business days of us issuing it; the exact timing is set by your bank, not by us. Where shipping was charged, it is refunded with the order.

Exceptions

- Claims made more than 30 days after delivery.
- Claims sent without photos.
- Gift cards.
- Orders that could not be delivered because the address was wrong or incomplete, or because delivery was refused.

How to make a claim

Email corporate@durigold.com with your order number and your photos, and a person will answer you. We do not take phone calls — everything is handled by email so that your claim has a written record from start to finish.