Returns and Refund Policy
Customer Cancellation, Returns and Refund Policy
If any defective products are received from DORSERV, a customer can send photos of the products with a brief note to info@dorserv.com. When customers ask to return goods to DORSERV they will be issued with a returns reference number. An email will be forwarded to the customer confirming the returns reference number and giving brief details of the return. The email should be printed and included with the returned goods. The email provides DORSERV’s goods-in department with the information they need to log the return. If multiple packages are being returned, a copy of the email should be included in each package.
Returns cannot be accepted if it is unaccompanied by a return reference number and confirmation from us. Unsolicited returns will not be accepted and may be returned to the customer.
When faulty goods are reported, DORSERV’s technical team will attempt to resolve technical issues over the phone and email support. DORSERV’s technical team is free and we urge customers to contact the technical department in the first instance, as many returns can be avoided with the right support.
If a customer wishes to return unused or ‘no longer required’ goods, DORSERV will charge a restocking fee. For goods deemed to be frequent sellers, the restocking fee may be waived – at the discretion and agreement of the DORSERV sales/accounts teams. The normal restocking fee will be 20% of the sale price. If the returned goods are non-stock items (or goods ordered at the specific request of the customer) DORSERV will pass on the suppliers’ terms and if applicable additional restocking fee.
Where any of DORSERV’s suppliers will not accept returns on an item, then DORSERV will in turn not be able to offer a credit for the goods so they will remain the property of the customer that ordered them.
All goods must be in the original packaging and in saleable condition to be accepted as a return for restocking. Where packaging is marked and/or in poor condition, the goods will not be accepted, or an additional charge made for repackaging. Please use labels or document-enclosed wallets that are easily removed to prevent marking the original packaging.
Please be aware that when goods were originally supplied as part of a kit, DORSERV’s suppliers may request the return of the entire kit. When individual components from a kit are returned, and found to be faulty, they will be replaced like-for-like or credited at the kit component price.
Goods returned as faulty will be inspected and/or tested by the DORSERV technical department and the findings recorded.
When goods cannot be reliably tested and/or inspected by the DORSERV technical team they will be returned for inspection/test by the supplier. If this is the case, the customer will be informed so that they are aware of possible delays in the outcome.
If DORSERV receives returned goods (reported as faulty) that, after inspection, are found to be in good working order, they may be returned to the customer.
As DORSERV is only a distributor and does not offer on-site installation assistance or the repair of faulty goods.
DORSERV do not accept invoices from customers/end users for any costs incurred due to faulty product.
DORSERV believes in helping its customers as far as possible, and has, therefore, a liberal cancellation policy. Under this policy:
Cancellations will be considered only if the request is made immediately after placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.
DORSERV does not accept cancellation requests for perishable items like flowers, eatables, etc. However, a refund/replacement can be made if the customer establishes that the quality of the product delivered is not good.
In case of receipt of damaged or defective items please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within 2 days of receipt of the products.
In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 2 days of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision.
In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.
In case of any Refunds approved by the DORSERV, it’ll take 16-30 days for the refund to be processed to the end customer.