Returns & Warranty

Trade Returns Policy

We stand behind our products and want every trade customer to be satisfied with their purchase. This page covers our returns policy for trade customers. If your item arrived faulty, damaged, or incorrect, please do not use the returns process below. Contact our trade team directly via the Contact Us page and we will take care of it for you. 30-Day Window to Request a Return You may request a return within 30 days of delivery for a change of mind. The 30-day period begins when you accept delivery of your order. If no proof of delivery is available, we assume delivery occurred three business days after dispatch. To be eligible, items must be unused, in their original condition, and in their original packaging including the product box, product tags, and all original materials. How to Initiate a Return 1. Log in to your account at account.dulora.pro and submit your return request. 2. You will receive an email containing your Goods Return Authorisation (GRA) number. 3. Attach the GRA number clearly to the outside of your parcel before sending. 4. We will email you the return address and any additional instructions. Please do not send items back without your GRA number, as unidentified returns may be declined. 30 Days to Return Approved Items Once your return request has been approved and your GRA issued, you have 30 days to send the goods back to us. We recommend booking your return shipment within a few days of receiving your GRA to allow plenty of time for the parcel to reach us. If approved returns are not received within 30 days: - Change-of-mind returns will be issued as store credit only. A cash refund will not be available. - Returns received significantly outside this window may not be accepted at all, in which case you will be asked to arrange collection of the goods at your own cost. These timeframes do not affect your rights under the Australian Consumer Law for faulty or non-conforming goods. See Your Rights Under Australian Consumer Law below. Returns After 30 Days Returns requested after the 30-day window 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. We will notify you of the outcome when your request is assessed. If a product is discontinued, returns will not be accepted after 30 days. No Direct Exchanges We do not offer direct item exchanges. To swap a product, please return your original item for a refund or store credit and place a new order for the preferred item. Return Shipping Costs and Deductions Return postage for change-of-mind returns is at the customer's cost. We strongly recommend using a tracked service, as we cannot accept responsibility for parcels lost in transit. Free-shipping deductions: If your order qualified for free shipping at checkout, the following deductions apply to your return amount. All amounts are exclusive of GST. - Orders over $250: $25 - Orders over $500: $35 - Orders over $1,000: $55 These deductions will be subtracted from your refund or store credit in addition to any original shipping fee, only where no shipping charge was paid at checkout. Refunds and Store Credit Processing Once we receive and inspect your return, we will notify you of the outcome. Our team aims to review returns within 7 business days of receipt. Where eligible, you may choose to receive your return value as either a refund to your original payment method or as store credit. - Refunds: Approved refunds are processed by reversing the original transaction and are typically credited within 5 to 10 business days after approval. We accept no responsibility for delays resulting from third-party payment gateways. - Store credit: Issued to your account and available for use immediately upon approval. Store credit does not expire. Original shipping charges are excluded from the return amount. All prices are exclusive of GST. Credit Terms Customers If your account operates on credit terms (for example, 14-day or 30-day payment terms), the refund and store credit process above does not apply to your account. In place of a refund or store credit, we will issue a credit note against your account upon approval of your return. The credit note will reflect the return amount after any applicable deductions and can be applied to future orders. Please contact our trade team if you have any questions about how a return will be processed against your credit account. Clearance Items Clearance items are eligible for return as store credit only, not for a cash refund, provided the item is unused and returned in its original packaging. All other standard return conditions apply. If a clearance item is discontinued at the time your return request is assessed, your return will not be accepted. You will be notified of the rejection via email. Items That Cannot Be Returned for Change of Mind - Products that have been installed or used - Custom-made or custom-configured products - Discontinued products - Products not in their original packaging If any of these items are faulty or not fit for purpose, your rights under Australian Consumer Law continue to apply regardless. Please contact our trade team via the Contact Us page. Return to Sender If a parcel is returned to us due to an incorrect or incomplete address, refused delivery, or failure to collect, the following deductions apply before any refund or credit is issued: - The original shipping cost (even if free at checkout, per the deductions table above) - A return-to-sender fee of $18 (exclusive of GST) Product Warranty Most Dulora products carry a manufacturer's warranty. The applicable warranty period is specified on each product's listing. If your product fails during the warranty period, please contact our trade team via the Contact Us page. Your Rights Under Australian Consumer Law Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a refund or replacement for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply regardless of any return timeframes or restocking fees stated in our policies. For more information, visit the ACCC's guide at www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund. Questions If you have any questions about a return, please contact us and a member of our trade team will be in touch. You can also visit our Help Centre for quick answers to common questions.

Trade Warranty Information

Dulora takes product quality seriously. This Express Warranty is designed to give you confidence in every product we supply, backed by Australian Consumer Law and our own commitment to getting things right. Your Rights Under Australian Consumer Law Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure. These rights apply regardless of any warranty terms set out on this page. About This Express Warranty This Express Warranty is offered by Dulora in addition to your rights under Australian Consumer Law. It does not replace, limit, or reduce those rights in any way. This Express Warranty applies to genuine Dulora products sold new by Dulora or an authorised stockist, and purchased by you for resale through your trade account. What Is Covered and for How Long Dulora warrants that our products will be free from defects in materials and workmanship, under normal use, for the warranty period shown on each product's listing at the time of purchase. Indicative warranty periods across our range are as follows. - LED Bulbs: typically 2 or 3 years, depending on the product - Festoon Strings: typically 2 years - Accessories: typically 12 months The warranty period for each product is always displayed on its product page. If you are unsure of the warranty period for a product you have purchased, please contact our trade team and we will confirm. This Express Warranty does not apply to incandescent products. Your rights under Australian Consumer Law continue to apply regardless. What Is Not Covered This Express Warranty does not cover product failures caused by: - Use of the product contrary to its specifications, including connection to incorrect voltage (for example, using a 12V or 24V product on 240V mains power) - Use with incompatible dimmers, transformers, or drivers not recommended for the product - Power surges, electrical faults in the installation, or lightning damage - Deliberate or accidental physical damage, including drops, impacts, or crushing - Modification, repair, or disassembly of the product by anyone other than Dulora or an authorised representative - Water, moisture, or liquid ingress for products not rated for wet locations - Natural end of service life for a product or its components - Cosmetic wear, including surface scratches, fading, or discolouration that does not affect product function - Improper installation, improper maintenance, or use in an environment outside the product's stated operating conditions Your rights under Australian Consumer Law continue to apply regardless of these exclusions. How to Submit a Warranty Claim If you believe a product is faulty and within its warranty period, please contact our trade team via the Contact Us page with the following information: 1. Your order number or other evidence of purchase, such as a receipt or order confirmation email. 2. A short video or photos of the issue, showing the product installed and powered on where possible, or the symptom if the product will not power on. 3. A brief description of the fault: has the product failed completely, is it flickering, buzzing, dimming inconsistently, or something else? 4. The batch number printed on the metal base of the bulb or the label on the driver or fitting (usually a four to six digit code), if applicable. 5. Whether the product is being used with a dimmer, and if so, the brand and model of the dimmer. What Happens Next Once we have the details, our trade team will review your claim and respond within 1 to 2 business days. In most cases we can assess the claim from the photos or video you provide, without requiring the product to be returned. Where the claim is valid, we will at our discretion either repair the product or send a replacement, and we will cover the cost of shipping the replacement to you. In some cases we may ask you to return the product for inspection before processing the claim, particularly for driver or fitting failures that require a physical examination. Where we ask you to return a product for inspection under this warranty, we will cover the cost of return shipping unless the inspection determines the fault falls under the exclusions listed above. Questions If you have any questions about a warranty claim, please contact us and a member of our trade team will be in touch. You can also visit our Help Centre for quick answers to common questions.

Frequently Asked Returns Questions

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.