SHOPPING WITH DULORA FROM THE EU? YOUR CONSUMER RIGHTS ARE FULLY PROTECTED. WE'RE HERE TO HELP.
This page applies exclusively to customers purchasing from Dulora who are located in the European Union. It sets out your statutory rights under EU consumer protection law, including the Consumer Rights Directive (2011/83/EU) as amended by Directive (EU) 2023/2673. Where anything on this page differs from our standard Returns Policy, the terms on this page take precedence for EU customers.
Your Right of Withdrawal
As an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving your goods, without providing any reason. This is your statutory cooling-off period under EU law, and it applies regardless of the condition of the goods or the circumstances of your purchase.
The 14-day period begins the day after the confirmed delivery date shown on your DHL tracking record. All Dulora orders to the EU are dispatched via DHL eCommerce or DHL Express, and tracking is provided for every shipment. If your order is delivered in multiple shipments, the 14-day period begins the day after the confirmed delivery of the final item.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, log in to your Dulora account at account.dulora.com and submit your return or cancellation request via the returns portal. Once submitted, you will receive an email confirmation of your request along with the return address and full instructions. This email confirmation serves as your record of the withdrawal date.
If you are unable to access your account, you may also contact us directly via our Contact Us page. Your request must clearly state your intention to withdraw and include your order details. In either case, your withdrawal must be submitted before the 14-day cooling-off period expires.
Cancelling Your Order Before Delivery
If you wish to cancel your order before it has been dispatched, please log in to your Dulora account at account.dulora.com and submit a cancellation request via the returns portal, or contact us via our Contact Us page as soon as possible. If we receive your request before the order has been handed to our carrier, we will cancel the shipment and process your refund in full, including any shipping charge paid at checkout.
Please note that all Dulora orders to the EU are dispatched via DHL and handling times may be short. We cannot guarantee cancellation once an order has entered the fulfilment process, so we recommend submitting your request as promptly as possible after placing the order.
If your parcel has already been dispatched by the time we receive your request, it cannot be intercepted in transit. In that case, your statutory right of withdrawal under EU law remains valid from the date you submitted your request. Please accept delivery of the parcel and return the goods to us following the process set out below. Your refund will be processed once we receive the goods back or receive confirmed proof that you have shipped them.
Returning the Goods
Once you have notified us of your withdrawal, you must return the goods to us without undue delay and no later than 14 days from the date you submitted your withdrawal request. We recommend booking your return shipment within a few days of submitting your request to allow sufficient time for international transit back to Australia.
When sending your return, please include your Dulora order number on the outside of the parcel. Your order number appears in your original order confirmation email and in your Dulora account. This allows us to identify and process your return promptly upon arrival.
Please ensure the goods are securely packaged for return. You are responsible for the goods until they are received by us, so we strongly recommend using a tracked and insured shipping service.
If you notified us of your withdrawal within the required 14-day period but we receive the returned goods after the 14-day return window has closed, your return will be processed under Dulora's standard commercial Returns Policy rather than under your EU withdrawal right. This may result in shipping deductions being applied and the refund being limited to the product value in accordance with our standard terms.
Condition of Returned Goods
You are entitled to handle and inspect the goods to the extent necessary to determine their nature, characteristics, and functioning, in the same way you would be permitted to inspect a product in a physical store. For LED bulbs and globes, this includes opening the original packaging to examine the product. Simply opening the box does not constitute excessive handling and will not result in any deduction from your refund.
However, both the product and its original packaging must be returned in a condition that allows the item to be resold as new. If the goods have been handled beyond what is necessary for inspection, and that handling has reduced the resale value of the product, we will deduct an amount from your refund equal to the reduction in value caused.
Packaging condition is assessed alongside the product itself. Each item in your order is assessed individually. Where an item is returned with its packaging intact and undamaged, it will be processed for a full refund (subject to the other conditions on this page). Where an item is returned in any of the following conditions, a deduction reflecting the full diminished value of that item will be applied, which will typically result in no refund being issued for that item:
- The original packaging has been ripped, torn, or physically destroyed such that it can no longer be used to present the product for resale.
- The product has been returned loose, without its original box or packaging.
- The packaging has been written on, marked, defaced, or had stickers, tape, or labels applied to it.
- The packaging has been otherwise damaged in a way that prevents the item from being resold in its original condition.
Where an order contains multiple items, each item is assessed and refunded individually on its own merits. Items returned in pristine, resaleable condition with intact original packaging will be refunded in full. Items that do not meet this standard will attract a deduction as described above.
Deductions are assessed upon receipt of the returned goods. You will be notified of any deduction and the reason for it before your refund is processed.
Please note that goods which have been installed or integrated into a fixed structure, or which have been used in a way that means they can no longer be resold as new, are not eligible for return under the withdrawal right. See the Exclusions section below for further detail.
Return Shipping Costs
The cost of returning goods to us is your responsibility. As Dulora ships from Sydney, Australia, please be aware that international return freight from the EU to Australia may be significant. We strongly recommend obtaining a quote from your preferred carrier before initiating your return and using a tracked service throughout.
Return shipping costs are not covered or reimbursed by Dulora, provided we have clearly disclosed this obligation to you prior to purchase. This disclosure is made on this page and on our standard Returns Policy page.
Refunds
Once we receive your returned goods, or receive confirmed evidence that you have dispatched them (whichever occurs first), we will process your refund within 14 days. We are entitled to withhold the refund until one of these two conditions is met.
The full product price will be refunded, less any deduction for diminished value as described in the Condition of Returned Goods section above.
Your original outbound shipping charge will also be refunded, if you paid for shipping at checkout. We will refund the cost of the standard delivery option. If you selected and paid for an express or premium delivery option, we will refund the equivalent of the standard delivery rate only, not the additional premium.
If your order qualified for free shipping and you paid no delivery charge at checkout, no deduction will be made from your refund for outbound freight. The standard shipping deduction table set out in our general Returns Policy does not apply to EU customers exercising their statutory right of withdrawal.
Your refund will be issued to the same payment method you used at checkout. We are not able to issue store credit, vouchers, or gift cards in place of a cash refund unless you expressly choose that option. This applies equally to clearance items and to any other product categories where our standard policy would ordinarily limit refunds to store credit only.
No Direct Exchanges
Dulora does not offer direct exchanges. If you wish to receive a different product, please submit a return for a refund in accordance with this policy and place a new order for the item you prefer.
Clearance Items
Clearance items are eligible for return under your 14-day EU withdrawal right, including items that have been discontinued or are no longer available at the time your return is assessed. The restriction on clearance item refunds set out in our standard Returns Policy does not apply to EU customers exercising their statutory right of withdrawal within the 14-day period. After the 14-day withdrawal period, the standard Returns Policy conditions on clearance items apply in full.
Returns After the 14-Day Withdrawal Period
Your statutory EU right of withdrawal applies for 14 days from delivery. Once this period has expired, the EU Consumer Rights Directive's withdrawal right no longer governs change-of-mind returns.
However, Dulora voluntarily extends a change-of-mind return window of 30 days from delivery as a commercial courtesy to all customers, including those in the EU. Returns submitted between day 15 and day 30 after delivery are accepted at Dulora's discretion and are governed entirely by our standard Returns Policy rather than by EU statutory rights. By requesting a return in this period, you are relying on Dulora's commercial return policy, not your EU withdrawal right.
If you paid for shipping at checkout, the original shipping charge will be excluded from your refund. It will not be refunded, as the shipping service was fulfilled at the time of delivery.
If your order qualified for free shipping and you paid no delivery charge at checkout, a shipping cost deduction will be applied to your refund in accordance with the deduction table set out in our standard Returns Policy. This deduction reflects the actual cost of fulfilling delivery on your order.
Refund method for post-withdrawal returns follows our standard policy. Where applicable, store credit may be offered in place of a cash refund, including for clearance items, in accordance with the conditions set out in our standard Returns Policy.
All other standard return conditions apply, including the requirement that goods be returned in their original, undamaged packaging within 30 days of the return approval date.
To initiate a return after the 14-day withdrawal period, log in to your Dulora account at account.dulora.com and submit your request via the returns portal, or contact our team via our Contact Us page.
Returned to Sender and Incorrect Address
If your parcel is returned to us due to an incorrect or incomplete delivery address, refused delivery, or failure to collect from a pick-up point or depot, the following deductions will apply regardless of whether you originally paid for shipping.
The original outbound shipping cost will be deducted from your refund. If your order qualified for free shipping, the applicable deduction from the shipping cost table in our standard Returns Policy will be applied. In addition, a returned-to-sender fee will be deducted to cover the cost of the parcel being redirected back to us. This fee varies depending on the carrier and the parcel, and will be confirmed to you at the time your return is processed. Your refund will cover the product price only, minus those deductions.
Please ensure your delivery address is accurate at the time of placing your order. All EU shipments are sent via DHL with full tracking, and delivery notifications will be sent to the email address provided at checkout.
Exclusions: Products Not Eligible for Withdrawal
The right of withdrawal does not apply to the following:
Goods that have been installed or integrated into a fixed electrical or structural installation after delivery. Once an LED product has been installed, it is no longer in a condition suitable for return and cannot be resold as new.
Goods that have been used in a manner that goes beyond inspection and that cannot reasonably be returned to their original condition.
If any excluded product is faulty, fails to conform to its description, or does not meet the standard you would reasonably expect, your rights under EU consumer protection law for defective goods continue to apply in full, regardless of the above. Please contact our team via our Contact Us page in those circumstances.
Product Warranty
All Dulora products carry a manufacturer's warranty, the applicable period for which is specified on each product's page. For many products, this warranty period exceeds the two-year statutory guarantee described below. If your product fails within the applicable warranty period, please contact our team via our Contact Us page rather than submitting a return through the standard portal.
Your Rights for Faulty or Non-Conforming Goods
Nothing on this page limits or affects your statutory rights under EU consumer protection law in relation to goods that are faulty, damaged on arrival, not as described, or otherwise not fit for purpose. These rights are entirely separate from the 14-day withdrawal right and from Dulora's voluntary 30-day commercial return window.
Under the EU Sale of Goods Directive, you are entitled to a repair, replacement, price reduction, or refund for goods that are defective or do not conform to the contract for a period of two years from the date of delivery. This two-year guarantee applies regardless of any return timeframes or commercial policies stated on this page. The 30-day return window described above does not limit or extinguish your two-year statutory guarantee rights.
If your goods are faulty, fail to match their description, or do not perform as you would reasonably expect, please contact our team directly via our Contact Us page. Do not use the standard returns portal for faulty goods claims.