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 legal entity customers, the terms and conditions below will take the place of the contract you have agreed to by using this website.                                                       

RETURN CONDITIONS OF PRODUCTS

The  Withdrawal period - individuals is 14 calendar days.
The  Withdrawal period - 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. Infrared thermometers are an exception.
In case of return, loyalty points cannot be returned.

Please read the product return conditions carefully before completing the form.

Now you can return the product in easybox, you no longer have to wait for the courier.    `
Open me `And select! delivery to easybox
You will immediately receive a PIN/QR code by email and SMS with which you can open the door of the locker where you will leave your product.
Let's Let's see in detail what are the steps and conditions for returning the package to easybox and what you need to do if you put it in a locker other than the one intended.

1. How to make sure your product is eligible for return to easybox

2. How to return a product to easybox

3. What happens when you return a product to easybox? if you put the package in the wrong locker

How do you make sure your product is eligible for return to easybox?
The answer is simple: it depends on the type and dimensions of the product.
A product is eligible for return depending on its dimensions.
Make sure you pack the returned product in a package that respects the dimensions of the drawers, and the weight of the product, including packaging, does not exceed 5 kilograms.
Packaging is the responsibility of the sender. We are not responsible if a product arrives damaged in the DualStore warehouse/service.
Here are the dimensions of the easybox drawers to refer to:  



How to return a product to easybox 

Here is a checklist, so you know you've gone through all the steps: 

1. Complete the return form

2. Check if you have received, by email and SMS, a pin and a link via a QR code. You need it to open a drawer.

3. Enter the pin code or scan the QR code on the easybox and say “Drawer, open!” (this part is just for fun).

4. A drawer suitable for your product will open. However, if your product does not fit in the automatically opened drawer, you can choose a different drawer size, not exceeding 47 x 44.5 x 10 cm.

5. After you have placed the product in the appropriate drawer, don't forget to complete the return process on the screen. If, for various reasons, you have forgotten or abandoned the return process, you can scan the QR code or enter the pin code to complete the steps above.

6. If you have reached this point, your return is almost complete. You will receive an email notifying you when the product arrives at the DualStore warehouse.

What happens if you put the package in the wrong locker
There is a possibility that several drawers will already be open when you arrive at the easybox with the package. In this case, after scanning the QR code or after entering the code received via SMS, e-mail or from the application, you will see on the screen the message Attention, the easybox has several open lockers. Make sure you insert the package into the locker displayed on the screen!.
In the event that you insert the package into another drawer, it's okay, it's still happening. But write to us immediately on Live Chat and we will start the necessary procedures to locate the package via Sameday, so that we will resolve the situation as quickly as possible. In any situation of returning products, they must be in the same condition in which they were sent to the Customer, in the original packaging, with all accessories, with the original labels intact and together with all the documents that accompanied them (invoice, warranty certificate, etc.). The returned products must be in the same condition as upon receipt: without defects (except for hidden defects and excluding defects already reported by the Customer in correspondence with dualstore.ro).

In accordance with the law in force, dualstore.ro reserves the right not to accept the return of products that, by their nature, cannot be returned or that can degrade (perishable) or deteriorate quickly, such as underwear products, swimwear, socks and unsealed cosmetic products, food products. On each product page there is information regarding the possibility of return. Products that constitute a set must be returned as a set. 

In the event that an order with a gift product is returned, the customer is obliged to return the complete package; both the product and the gift in its original condition, undamaged and unopened.

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

Please complete the return form no later than the 14th calendar day from the date of delivery, after this date requests will not be taken into account.

Sending the return package 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 package with any courier you want except Posta Romana. The return of the package is the responsibility of the customer (both handing over to the courier and paying for the transport). The return address can be found on the invoice.
We do not assume in any situation, if a package reaches us broken, damaged, incomplete content, etc.

WE RECOMMEND SENDING RETURN PACKAGES WITH Sameday, WE ARE NOT RESPONSIBLE FOR PACKAGES SENT WITH ANOTHER COURIER, WE ARE NOT RESPONSIBLE FOR PACKAGES SENT TO A WRONG ADDRESS WITH WRONG CONTACT DETAILS.

The pickup time is approximately 3-12 days, we do not assume exceeding the period, the courier company is a third-party company.
We DualStore can come to your aid by sending the courier to pick up the product that you want to return.

WE DO NOT WORK WITH THE ROMANIAN POST

WE ARE NOT RESPONSIBLE FOR DEFECTIVE PACKAGING BY THE CUSTOMER WHEN SENDING THE PRODUCT UNDER WARRANTY OR RETURN.

It is necessary to Pack the product/products very well, the package must contain the invoice and the warranty certificate.
In the case of returning the products and sending them for service, we are not responsible for SIM cards and SD cards forgotten in the devices or lost.
 

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

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

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

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

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

• unauthorized interventions have been carried out on the product;
• they have traces of dust, hair, or other traces of use or hygiene
• the foils and labels installed by the factory have peeled off
• they have traces of wear or use excessive;
• scratches, chips, knocks or mechanical/electrical shocks;
• do not have all the accessories received in the package;
• any type of writing/note was 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 which can be delivered based on a firm order and payment of an advance;
• the product is password protected by the customer and is sent without deleting user accounts or passwords on the device;
• products with active mi, icloud, etc. accounts;
• OEM licenses activated;
• meet one of the specific conditions, depending on the type of product.
• headphones or in-ear plugs (they can affect the health of user no. 2) if they were unsealed, otherwise the disinfection fee is 10 lei;
• vacuum cleaner or purifier products that contain filter elements cannot be returned if they have been used and the filters show dust, dirt, proof 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 filter elements by replacing them with new and original ones.
• sensor, pad, electrode products related to hygiene and bodily health cannot be returned if they are unsealed

If you wish 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 return being refused.

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

The Customer has the right, before the expiration of the withdrawal period, to withdraw from the contract, without having to justify the withdrawal decision and without incurring any costs other than those provided for in art.13 paragraph (3) and art.14 of O.U.G. No. 34/2014, within 14 days starting from the day on which he enters into physical possession of the product. Return costs are borne by the Customer.

The Customer undertakes to return only those products that are in the same condition in which they were delivered (in the original packaging with all accessories, with intact labels and accompanying documents). Products that show physical changes, blows, chips, scratches, shocks, traces of excessive use and/or unauthorized interventions, etc. are not accepted for return.

Dualstore.ro will reimburse the Customer for the product value within a maximum of 14 (fourteen) days from the date of the Customer's information to dualstore.ro regarding the decision to withdraw from the contract.

Dulastore.ro may postpone the reimbursement of the product value until receipt of the sold product or until receipt of proof that it was shipped.

According to the law, the following are exempt from the right of withdrawal from the Contract:

• service contracts, after the complete provision of the services, if the execution has begun with the express prior consent of the Customer and after the latter has confirmed that he has become aware of the fact that he will lose the right of withdrawal after the complete execution of the Contract by the Seller;
• the supply of Goods and/or services whose prices depend on fluctuations in the financial market that the Seller cannot control and which may occur during the withdrawal period;
• the supply of Goods manufactured after specifications submitted by the Buyer or clearly customized;
• supply of Goods which are susceptible to deterioration or expire quickly;
• supply of sealed Goods which cannot be returned for health protection or hygiene reasons and which have been unsealed by the Buyer;
• supply of Goods which are, after delivery, by their nature, inseparably mixed with other elements;
• supply of alcoholic beverages whose prices are was agreed upon at the time of conclusion of the Contract, whose delivery cannot be made before 30 (thirty) days and whose real value depends on market fluctuations that the Seller cannot control;
• contracts where the Customer has specifically requested the Seller to travel to his home to carry out urgent repair or maintenance work. If, on the occasion of such a visit, the Seller provides other services than those expressly requested by the Buyer or supplies other Goods than the spare parts indispensable for the execution of maintenance or repair work, the right of withdrawal applies to those additional Services or Goods;
• supply of sealed audio or video recordings or sealed computer programs that have been unsealed after delivery;
• supply of newspapers, periodicals and magazines, with the exception of subscription contracts for the supply of such publications;
• supply of digital content that is not delivered on a material medium, if the provision has begun with the express prior consent of the Customer and after the latter has confirmed that he has become aware of the fact that he will lose his right of withdrawal. These limitations apply according to GEO 34/2014 art. 16.

*The DualStore.ro Super Client program fee is not refundable if you have benefited from a service within this program.

According to the legislation in force, any buyer may 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 cancel the purchase.

We recommend that the Products be returned in their original packaging (in order 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, product and accessories received (or gifts if applicable), must be presented both aesthetically and technically exactly as you received them. Otherwise, the product cannot be returned.

The product return fees are the responsibility of the customer.

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

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

If the product is returned in a condition in which it can no longer be sold as new, we reserve the right to request a reduction or restoration fee (OG 34/2014 art. 14 paragraph 3) if possible, or to cover the price difference resulting from selling the product as second-hand, or at the customer's option, we will reship the product, at their expense.
Please note: the remaining parts (if possible) after restoring the product to its original condition remain with the seller. If you wish to receive replacement parts (if this is possible), a quote and offer will be made, broken down for each part, at the prices in the list. If within 72 hours of being informed about the reconditioning fee, the customer does not communicate whether or not they agree to its retention, the product will be sent back 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 6 months have expired, the product becomes the property of DualStore.ro. The cost of return shipping is 49 lei. If a If the product is returned dirty, with traces of grease, uncleaned, etc., a cleaning and sanitation fee of 50 lei will be charged.

The evaluation of the damaged product, returned by the customer within the 14 legal days, is done in a maximum of 7 working days.

Mounted, damaged, broken films, mounted spare parts, used accessories that show signs of use CANNOT BE RETURNED. We do not assume the assembly of parts, accessories, films by other people.

This clause applies according to O.G. 34/2014, in the case of purchasing products from this site using distance communication techniques, applying the definitions contained in O.G. 34/2014 art. 2 letter e.

The return period does not apply to partner clients (companies) or those who have made a special order by paying the advance or for a number greater than 1 piece/model.

The cost of shipping in case of return is 25 lei for packages up to 4.9 kg, and for those over 4.9 kg the cost is 59 lei and is borne by the customer.

*Special order products can only be returned in case of manufacturing defect.