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Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You must inform Dorra.eu of your intention to return the goods to either within 14 days of the date of delivery.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
*Books with obvious signs of use,
*CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
*Any item not in its original condition, is damaged or missing parts for reasons not due to our error
*Any item that is returned more than 14 days after delivery
1. REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
2. LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at dorra@dorra.eu.
3. 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 dorra@dorra.eu and send your item to: Dorra, EDI media s.r.o., Ždiarska 16, 949 01 Nitra, Slovakia.
4. SHIPPING
To return your product, you should mail your product to: Dorra, EDI media s.r.o., Ždiarska 16, 949 01 Nitra, Slovakia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
5. GUARANTEE
Warranty: All the products offered in the Dorra.eu catalogue have a 2 year warranty according to European law.
COMPLAINTS:
Customer has 48 hours from receipt of the merchandise to report possible transport incidents to dorra@dorra.eu.
HOW SHOULD YOU PROCEED WHEN RECEIVING A SHIPMENT?
All our items leave the warehouse with the packaging in perfect condition.
The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care in order to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is mandatory to leave a note and signature on the courier's delivery note, either on paper or digital support (PDA), "PACKAGE VISIBLY DAMAGED" if these signs are present. Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will automatically be rejected.
WHAT CAN YOU DO IN CASE OF AN INCIDENT? (BROKEN DURING TRANSPORTATION, WRONG PRODUCT, SOME PRODUCTS MISSING, PIECES MISSING)
Customer has 48 hours to report possible incidents to dorra@dorra.eu. After this period, we can no longer claim transport insurance.
You must provide all the required documents as requested. Sending incorrect or inaccurate documents, or not sending them, will invalidate the possibility of any claim and will result in the cancellation of the incident.
You can find all the information requested in the packing list that is attached in all our shipments. This includes your order, the references requested, the stamps or numbers of the operators who prepared your order (check control 1 and 2).
You will need to provide a clear explanation with as much detail as possible. You must also add the requested images of the object of the claim in the attachments.
IN WHICH CASES WILL DORRA.EU NOT REFUND 100% OF THE PRODUCT'S VALUE?
- If the product has clear signs of misuse, unjustified damage or arrives in bad condition;
- If the product is returned with missing parts or accessories, or if the incident description is not real - the product will not be refunded.
Very important: No refund will be made for products returned to Dorra.eu whose incident description is not real. They will be stored in our warehouse and you will receive a notice. You will have 7 days of receiving the notice to confirm if you want the products to be returned to you after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed and Dorra.eu will not accept any claim for the products under any circumstances.
WHEN IS THE MONEY REFUNDED?
Once the merchandise is received in our warehouses, and after checking the status of the same, we will proceed to the refund of its amount. Keep in mind that the refund process could take several weeks to evaluate the merchandise received.
HOW LONG IS THE GUARANTEE PERIOD?
Offering the highest quality and the best guarantee is our commitment to our customers. All items are guaranteed for a period of two years from the date of delivery, except for refurbished products, which have a 12 month guarantee. For faster handling of the complaint, we recommend that you provide a document confirming the purchase of the goods (invoice) and a completed complaint form (pdf, 95 kB).
WHAT IS NOT INCLUDED IN THE GUARANTEE?
- Defects caused by negligence, hits, misuse, tampering, wrong voltage or installation, or wear and tear, are not included.
- In the case of computer products, the guarantee does not cover virus removal, software recovery for this reason or hard disk reinstallation after formatting.
THE GUARANTEE WILL BE VOID:
- If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
- If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.
For more detailed information click here.