Return policy
PLEASE NOTE: WE DO NOT OFFER FREE RETURNS; THERE ARE COSTS ASSOCIATED WITH RETURNS.
Returns
Is it possible to return my order? Yes, it is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:
The order still contains all associated parts, components, and packaging exactly as the product. Normal use of the product is evident; damage resulting from careless use is excluded. Products where hygiene is important have been thoroughly cleaned before the return process begins. The product has been found to be defective upon receipt. We reserve the right to charge the customer for shipping costs. A return will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period. *We reserve the right to reject returned items if we suspect that the items have been used or damaged without it being our fault. How do I return my order? If your order meets the above conditions, please follow these steps to start the return process:
Send an email to: info@dolento.com Ensure that the email contains the following information: Order number Reason for the return request Photo of the product in case of breakage First name + last name of the customer Customer's address We will then contact you and provide you with the return address. Never send the return to the sender; we will provide you with the correct address after you have requested it. You, the customer, are responsible for the shipping costs of returning the product.
CANCELLATION POLICY
The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who is acting for purposes which are outside his trade, business or profession:
A. CANCELLATION TERMS
Right of withdrawal
The right of withdrawal is 14 days from the day on which you or a third party designated by you, who is not the carrier, have received or has received the last goods in physical possession. As we work with a fully automated system, orders are processed immediately once placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods. To exercise your right of withdrawal, you must inform us (Dolento) by means of a clear statement (e.g. by email) of your decision to withdraw from this contract. The withdrawal is considered to be completed when we have received the goods. The costs of returning the goods shall be borne by the buyer. Note for shipments in transit Since our goods are shipped from Asia, there may be longer transit periods over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait to return the goods until you have received them. Of course, you can inform us of your cancellation in advance. To ensure as quick a refund as possible, we ask you to send us a shipping confirmation. Consequences of withdrawal If you withdraw from this contract, we shall reimburse you for all payments we have received from you, including delivery costs (except for any additional costs arising from your choice of a different delivery method than the cheapest standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your withdrawal from this contract and receipt of the goods. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees for this refund.** ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.