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
- Log in to your account at account.dulora.pro and submit your return request.
- You will receive an email containing your Goods Return Authorisation (GRA) number.
- Attach the GRA number clearly to the outside of your parcel before sending.
- 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.