How do I return a product?
Log in to your account at account.dulora.pro and submit your return request. Once approved, you will receive a Goods Return Authorisation (GRA) number by email. Attach this clearly to the outside of your parcel before sending. Do not send items back without your GRA number, as unidentified returns may be declined.
What is the returns window?
You may request a return within 30 days of delivery. Once your return is approved, you have 30 days from the date of approval to send the goods back to us.
Can I return a product after 30 days?
Returns requested after 30 days are assessed at our discretion. We reserve the right to decline any return request made outside this period. Where a late return is accepted, a 30% restocking fee will be charged and any credit issued will be as store credit only.
Are custom-made products eligible for a return?
No. Custom-made or custom-configured products are not eligible for a refund or exchange under any circumstances.
Will I get a full refund?
Refunds are for the purchase price excluding delivery costs. If your order qualified for free shipping at checkout, the following deductions apply. All amounts are exclusive of GST.
- Orders over $250: $25
- Orders over $500: $35
- Orders over $1,000: $55
What if I am on credit terms?
If your account operates on credit terms, a credit note will be issued against your account in place of a refund or store credit. The credit note reflects the return amount after any applicable deductions and can be applied to future orders.
When will I receive my refund or credit?
Our team aims to review returns within 7 business days of receipt. Approved refunds are typically credited within 5 to 10 business days after approval. Dulora is not responsible for delays caused by third-party payment gateways. Store credit is issued immediately upon approval and does not expire.
What if I received the wrong product or a faulty item?
Please contact our trade team via the Contact Us page. For items damaged in transit, please notify us within 7 days of delivery where possible, and include photos of the damage and the outer packaging. For incorrect or missing items, please notify us within 30 days of delivery. Do not use the account portal returns process for faulty, damaged, or incorrect items. We will arrange a replacement or resolution at no cost to you. If you notice the issue outside these windows, please still get in touch. Your rights under Australian Consumer Law continue to apply.
Are all prices excluding GST?
Yes. All prices on the Dulora trade website are exclusive of GST.
For full details, visit our Trade Returns Policy or contact our trade team via the Contact Us page.