By using this website, you agree to these terms of use. Access to and use of the website www.dualstore.ro are subject to the following terms of use and all applicable laws. By visiting and using this website, you automatically accept the terms and conditions below. In the case of corporate clients, the terms and conditions below will serve as the contract with which you agreed by using this site.

RETURN CONDITIONS FOR PRODUCTS The Withdrawal Period for individuals is 14 calendar days. The Withdrawal Period for legal entities is 48 hours.

If you wish to return the products, please fill out the available form:

 

 

Products in the sanitary category cannot be returned. An exception is made for infrared thermometers. Loyalty points cannot be returned in case of a return.

Please read the return conditions of the product carefully before completing the form.
The Easybox Pickup service is currently only available within the territory of Romania.

 

In any product return situation, they must be in the same condition as they were sent to the Client, in the original packaging, with all accessories, with intact original labels, and together with all accompanying documents (invoice, warranty certificate, etc.). The returned products must be in the same condition as received: without defects (except for hidden defects and excluding defects already reported by the Client in correspondence with dualstore.ro).

In accordance with the applicable law, dualstore.ro reserves the right not to accept the return of products that, by their nature, cannot be returned or may degrade (perishable) or deteriorate rapidly, such as intimate apparel, swimwear, socks, and unsealed cosmetic products, food products. Information regarding the possibility of return is available on each product page. Products that constitute a set must be returned as a set.

In the case of a return of an order with a gift product, the customer is obliged to return the complete package; both the product and the gift in their original, undamaged, and unopened condition.

You can return products within 14 calendar days from the date they were delivered by the courier.

Please complete the return form no later than the 14th calendar day from the delivery date; after this date, requests will not be considered.

The return shipment is the responsibility of the customer, who must ensure that the product reaches the seller within a maximum of 14 days from the date of the request; after this period, the return is no longer valid.

You can send the parcel with any courier service except Romanian Post. The return of the parcel is the customer's responsibility (both handing it over to the courier and paying for the transportation). The return address is provided on the invoice. We do not assume any responsibility if a parcel arrives damaged, broken, with incomplete content, etc.

WE RECOMMEND SENDING RETURN PACKAGES WITH Sameday, WE ARE NOT RESPONSIBLE FOR PARCELS SENT WITH OTHER COURIERS, WE ARE NOT RESPONSIBLE FOR PARCELS SENT TO AN INCORRECT ADDRESS WITH INCORRECT CONTACT DETAILS.

We, DualStore, can assist you by sending a courier to pick up the product you want to return.

WE DO NOT WORK WITH ROMANIAN POST.

WE DO NOT ASSUME RESPONSIBILITY FOR FAULTY PACKAGING BY THE CUSTOMER WHEN RETURNING A PRODUCT FOR WARRANTY OR RETURN.

It is necessary to package the product(s) very well; the parcel must include the invoice and the warranty certificate. For returns and sending products for service, we are not responsible for SIM cards and SD cards left in devices or lost.

IT IS FORBIDDEN TO ATTACH THE AWB DIRECTLY TO THE PRODUCT PACKAGING; in this case, the product will not be accepted for return!!!

All products you return must be in the same condition as you received them, both aesthetically and hygienically. You must return the products in the original packaging, accompanied by the original intact labels, the warranty certificate, and all documents delivered with them, as well as any accessories or gifts received with that product.

Also, if the delivered products were accompanied by any gifts, you must return the gifts upon return.

If multiple products of the same kind were purchased and you return all of them, only one of the products can be unsealed.

Returns are not accepted if the products meet at least one of the following conditions:

• Unauthorized interventions have been performed on the product;
• There are traces of dust, hair, or other signs of use or hygiene-related issues;
• Factory-installed films and labels have been removed;
• There are signs of wear or excessive use;
• Scratches, chips, mechanical/electrical impacts or shocks are present;
• Not all accessories received in the package are returned;
• Any type of inscription/note has been made on the product box;
• The product was part of a special order; a special order is one that is not part of the Supplier's usual stock but can be delivered based on a firm order and payment of a deposit;
• The product is password-protected by the customer and is sent without clearing user accounts or passwords from the device;
• Products with active Mi, iCloud, etc. accounts;
• Activated OEM licenses;
• They meet one of the specific conditions, depending on the type of product.
• Earphones or in-ear plugs (they may affect the health of the second user) if they have been unsealed; otherwise, a disinfection fee of 10 lei applies;
• Vacuum cleaner or purifier products containing filtering elements cannot be returned if they have been used and the filters show dust, dirt, evidence of use provided by the time life of the device, etc. (if the device is still in new condition, the customer will only be charged for the filters by replacing them with new and original ones).
• Sensor products, pads, electrodes related to hygiene and bodily health cannot be returned if they are unsealed.

If you want to return a smartwatch, it is mandatory to disconnect it from your phone/tablet, and delete it from the application with which it was synchronized. Failure to comply with this condition will result in the refusal of the return.

In accordance with Emergency Ordinance No. 34/2014 regarding consumer rights in contracts concluded with professionals, as well as for the amendment and supplementation of certain normative acts, the Customer has the following rights and obligations regarding the withdrawal from the distance contract:

The Customer has the right to withdraw from the contract before the expiration of the withdrawal period, without being required to justify the decision to withdraw and without bearing any costs other than those provided for in Article 13 para.(3) and Article 14 of Emergency Ordinance No. 34/2014, within 14 days from the day on which they physically take possession of the product. The return costs are borne by the Customer.

The Customer undertakes to return only those products that are in the same condition as they were delivered (in the original packaging with all accessories, with intact labels, and with the documents that accompanied it). Products that present physical alterations, impacts, chips, scratches, shocks, signs of excessive use, and/or unauthorized interventions are not accepted for return.

Dualstore.ro will refund the value of the product to the Customer within a maximum of 14 (fourteen) days from the date of notification made by the Customer to dualstore.ro regarding the decision to withdraw from the contract.

Dualstore.ro may postpone the refund of the value of the product until the receipt of the sold product or until the receipt of evidence confirming that it has been dispatched.

The following are exempt from the right of withdrawal from the Contract according to the law:

• Contracts for the provision of services, after the complete provision of services, if the execution started with the express prior agreement of the Customer and after they confirmed that they were aware that they would lose their right of withdrawal after the complete execution of the Contract by the Seller; the supply of Goods and/or services whose price depends on fluctuations in the financial market that the Seller cannot control and which may occur during the withdrawal period; the supply of Goods made to the consumer's specifications or clearly personalized; the supply of Goods that are liable to deteriorate or expire rapidly; the supply of sealed Goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the Consumer; the supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items; the supply of alcoholic beverages the price of which has been agreed upon at the time of the conclusion of the Contract, the delivery of which cannot be made before 30 (thirty) days, and the actual value of which depends on market fluctuations that the Seller cannot control; contracts where the Consumer has specifically requested the Seller to visit them to carry out urgent repair or maintenance work. If, during such a visit, the Seller provides other services in addition to those expressly requested by the Buyer or supplies other Goods than the spare parts necessary for the maintenance or repair work, the right of withdrawal applies to those additional Services or Goods; the supply of sealed audio or video recordings or sealed computer software which have been unsealed after delivery; the supply of newspapers, periodicals, and magazines, except for subscription contracts for the supply of such publications; the supply of digital content which is not supplied on a tangible medium if the provision has begun with the Consumer's prior express consent and acknowledgment that they will lose their right of withdrawal. These limitations apply in accordance with Emergency Ordinance No. 34/2014 Article 16. According to the current legislation, any buyer can return any product purchased from the online store www.dualstore.ro within a maximum of 14 days from the date of receipt by the consumer, without penalties and without invoking any reason. The consumer has the right to notify the merchant in writing that they renounce the purchase.

  *Refunds for the Super Client DualStore.ro program are not provided if you have benefited from a service within this program.
  We recommend that the Products be returned in the original packaging (to ensure the resale of the product and to ensure their protection during transport) and accompanied by all documents and accessories shipped (invoice, warranty certificate, user manual). The packaging, the product, and the received accessories (including gifts if applicable) must present themselves both aesthetically and technically exactly as you received them. Otherwise, the return of the products cannot be processed.

  The return costs of the product are borne by the customer.

  Packages sent with cash on delivery, for the purpose of returning the money, will not be considered.

  DualStore will refund the value of the products within a maximum of 14 calendar days from the return of the product.

  If the product is returned in a condition where it can no longer be sold as new, we reserve the right to request a reduction or restoration fee (Emergency Ordinance No. 34/2014, Article 14, paragraph 3) if possible or to cover the price difference resulting from the sale of the product as second-hand, or at the customer's option, we will resend the product at their expense. Note: The remaining parts (if possible) after bringing the product back to its original condition remain the property of the seller. If you wish to receive replacement parts (if possible), an estimate and a breakdown offer for each part will be made, at the prices listed. If within 72 hours of being notified of the restoration fee, the customer does not communicate whether they agree or not with its retention, the product will be returned to the customer at their expense. In this case, if the customer does not wish to receive the product, it will be returned to us and we will store it for 6 months. After the expiration of the 6 months, the product becomes the property of DualStore.ro. The round-trip transport cost is 34.90 lei. If a product is returned dirty, with grease stains, not cleaned, etc., a cleaning and sanitization fee of 50 lei will be charged.

  The evaluation of the damaged product, returned by the customer within the legal 14 days, will be completed within 7 working days.

  Mounted, damaged, broken films, mounted spare parts, used accessories showing signs of use CANNOT BE RETURNED. We do not assume the installation of parts, accessories, films by other persons.

  This clause applies in accordance with Emergency Ordinance No. 34/2014, in the case of purchasing products from this site using distance communication techniques, applying the definitions contained in Emergency Ordinance No. 34/2014 Article 2 letter e.

  The return period does not apply to partner customers (companies) or those who have placed a special order by paying an advance or for a quantity greater than 1 piece/model.

  The return shipping cost is 20 lei for packages up to 4.9 kg, and for those over 4.9 kg, the cost is 49 lei and is borne by the customer.

  *Products on special order cannot be returned except in the case of manufacturing defects.