Claims & Returns

In the individual sections, you will find all necessary information, detailed step-by-step procedures on how to proceed if you want to return the goods, exchange them for another item, exchange for a larger/smaller variant, or if you have received a shipment that arrived damaged.

Content

Damaged Shipment / Damaged Goods
Received Wrong Item
Product Complaint (Other Reasons)
Contract Withdrawal
Return of Goods

1. Damaged Shipment / Damaged Goods

If your order arrives and upon opening you find that the content is damaged, don't worry. Follow these steps to proceed. If you find that the goods are damaged, we will start a complaint procedure and send you new goods / new parts at our expense.

Procedure for damaged goods:

First, check if the product is truly damaged. Most products are packed in a protective template made from the same material and decor as the product. You need to remove the product from this template first. If the template is damaged, it is not a reason for a complaint, as the template is part of the packaging, not the product. If the product is damaged, follow the detailed steps below.
If the goods are damaged, the carton in which your order is packed is likely damaged too.
Do not throw away the original carton, packaging materials, or wooden template.
To start the complaint process, you need to send us an email with all the necessary information described in the following points:
1. Include the following photos in your email: a close-up of the damaged goods, a photo of the entire product, a photo of the outer side of the carton from both sides, and a photo of the shipping label on the carton/box (if your order is split into multiple packages, so we can identify which one it was). These photos are essential to start the complaint process with the shipping company.
2. Include your order number and all relevant information that may help us start the complaint process with the shipping company.
3. Send the email to dublez@dublez.com.
4. If we confirm the goods are damaged, we will send new goods to your address at our expense. We will handle the complaint with the carrier for you to save your time :)

What to do with the damaged product once your complaint is accepted?

After receiving photos of the damaged item, we may claim the collection of the damaged item back to our headquarters. We will arrange the collection, agree on a date and address with you, and cover all costs.

2. Received Wrong Item

Did you open your order and receive something different from what you ordered?

First, carefully unwrap the product and remove it from the wooden template if it is in one. Products are often packed in bubble wrap, making it hard to see the product inside, so remove the bubble wrap first.
Next, check the order to see if the size, decor, model number, and other parameters of the product match.
If the product is in a protective wooden template, it usually has information like the model number or size printed on it. These details can help identify if the wrong item was delivered.

If you still received the wrong item or the wrong quantity, contact our customer support via email or phone. Prepare your order number and possibly photos of the product. This will help us quickly identify your order and resolve your issue.

3. Product Complaint (Other Reasons)

If your order arrives undamaged but something is missing (accessories or goods), please email us at dublez@dublez.com. Before emailing, thoroughly check all packaging materials and bubble wrap to see if the missing item is there. If you are unsure what accessories the product should include, the product page on our e-shop lists the accessories depending on the type and size of the product. If the complaint is accepted, we will send a new piece for free, including fully covered shipping.

4. Contract Withdrawal

Sometimes a customer may realize that they no longer need the product, it doesn't fit, etc. Customers have the right in this case to withdraw from the contract. We offer a simple and detailed guide on how to proceed if you decide to withdraw from the contract. You can withdraw from the contract within 14 days of receiving the goods.

Procedure:

When withdrawing from the contract, return the order with all its components.

You cannot withdraw from the contract for custom-made products. A custom-made product is one that cannot be resold because it has unique features (e.g., custom text) or modifications that distinguish it from standard products (e.g., a non-standard decor chosen from our range of decors not offered for the product).

You need to send us a completed "Contract Withdrawal" form electronically or in paper form, which you can download HERE. You also received this form via email when you placed the order. Fill in all fields marked with an asterisk *, otherwise the document is invalid.
Next, send the product back to us. The customer pays for the shipping costs for returning the goods due to contract withdrawal. Here you can find the return address.

Note: Goods sent as cash on delivery, sent to a different address, to a box, or to a post office will not be accepted.

If there are no complications after receiving and checking the goods, we will refund the money to the bank account listed in the withdrawal form within 14 days of receiving the goods.

5. Return of Goods

If you don't like our product, you can return it within 30 days without giving a reason. If the goods are returned and found to be in perfect condition, the customer will be refunded 100% of the order value. We offer a simple and detailed guide on how to proceed if you decide to withdraw from the contract.

Procedure:

When returning the goods, return the order with all its components.

You cannot return custom-made products. A custom-made product is one that cannot be resold because it has unique features (e.g., custom text) or modifications that distinguish it from standard products (e.g., a non-standard decor chosen from our range of decors not offered for the product).

Next, send the product back to us. The customer bears the shipping costs for returning the goods. The customer sends the goods at their own expense using any carrier to our address.

Return address:

Address: Niklová 2190, 926 01, Sereď, Slovakia
Email: dublez@dublez.com
Phone number for the courier: +421 940 604 361

Note: Goods sent as cash on delivery, sent to a different address, or to a post office will not be accepted.

If there are no complications after receiving and checking the goods, we will refund the money to the bank account linked to the payment card used to place the order within 14 days of receiving the goods.