Refund policy

Last Updated: August 2026

1. General Warranty Terms

Electrical Products (2-Year Limited Warranty)

  • Scope & Duration: All electrical appliances are covered by a 2-Year Limited Manufacturer's Warranty from the original date of retail purchase, covering defects in materials and workmanship under normal domestic use.

  • Remedy & Hierarchy: In the event of a defect, Dead-on-Arrival (DOA), or functional failure during the 2-year warranty period, Dorsch Home will repair the product or provide a replacement unit. Only if a replacement unit is currently out of stock will Dorsch Home consider issuing a refund, provided the customer is unable or unwilling to wait for the item to arrive in the next incoming shipment.

  • Service Freight: If an electrical item requires technical inspection or repair at our facility, the customer is responsible for shipping the item to:

    Dorsch AU – 19 Duffy Street, Epping, VIC 3076

    If the defect is confirmed under warranty, Dorsch Home will cover return shipping to the customer once repaired or replaced and reimburse reasonable standard inbound postage.

Non-Electrical Products & Cookware

All non-electrical cookware, bakeware, and kitchen tools carry an On-Arrival Warranty ONLY. Structural bodies are engineered for long-term durability, but non-stick surfaces are wearable components and are subject to specific care and maintenance guidelines outlined below.

2. On-Arrival Warranty & Transit Damage Claims

All outbound shipments within Australia are fully insured against transit damage on arrival. To ensure protection under freight insurance, claims are strictly bound by the following conditions:

Immediate Inspection Requirement (24-Hour Reporting Window)

Parcels must be opened and inspected immediately upon delivery. Freight insurance coverage expires 24 hours (1 day) after the recorded delivery time. Claims reported after 24 hours from delivery will not be accepted.

Mandatory Claims Process

To lodge an On-Arrival claim, email Hello@dorschhome.com.au within 24 hours with your Order Number and the following mandatory documentation:

  1. A short video showing the parcel during unpacking.

  2. Clear photos of the outer shipping packaging and protective bubble wrap as received.

  3. A clear photo of the courier shipping label attached to the box.

  4. Clear photos/videos showing the specific damage.

What Constitutes Covered On-Arrival Damage & Specific Remedies

Transit insurance strictly covers structural or functional failures present upon arrival prior to first use, remediated strictly as follows:

  • Shattered or Cracked Glass Lids / Broken or Sheared Handles & Knobs:

    • Remedy: Dorsch Home will, at its sole discretion, repair the defective item or dispatch a replacement spare part free of charge.

  • Deep Internal Surface Gouges or Coating Peeling Present Prior to First Use:

    • Remedy: Dorsch Home will provide a full replacement unit.

Exclusions: Cosmetic Marks & Transit Handling

The following conditions do NOT constitute transit damage or manufacturing defects and are non-refundable:

  • Natural Ceramic Coating Process Marks: Dark lines, minor surface variations, or unpainted dots along outer edges/rims are natural characteristics of the ceramic coating process. During production, items are suspended or held by their edges while the ceramic coating is baked in high-temperature ovens. These minor contact points on non-cooking surfaces are standard manufacturing features and do not affect the functionality, durability, or safety of the cookware.

  • Minor Exterior Handling Scuffs: Superficial outer scratches, cosmetic scuffs, or minor box impacts that do not compromise the core body, safety, or non-stick functionality of the product.

  • Courier Driver Conduct: Rough parcel handling or loud drops by freight drivers do not automatically entitle an order to replacement or refund unless internal product inspection confirms actual structural or functional damage.

3. Specific Ceramic Cookware & Coating Policy

  • Wearable Surface Definition: The silica-based ceramic non-stick layer is a wearable cooking surface. Over time, gradual reduction in smooth release, surface staining, carbonized oil buildup, or food sticking resulting from everyday heat exposure, oil residue, and washing habits constitutes normal wear and tear.

  • User-Induced Thermal & Heat Damage: Ceramic non-stick degradation caused by high heat settings, flame exposure extending up side walls, dry-heating (heating empty pans), thermal shock (rinsing hot pans before cooling), or abrasive cleaning is strictly excluded from warranty coverage.

  • Product Functionality & Health Safety: Stained, discolored, or oil-buildup cookware remains 100% healthy, non-toxic, and functional to cook with using standard cooking fats/oils. Cosmetic discoloration does not represent a manufacturing fault or a failure under Australian Consumer Law (ACL).

4. Defect Inspection, Remedy Choice & Refusal of Repair Policy

Under the Australian Consumer Law (ACL), for minor defects or repairable failures, the business retains the legal right to choose the remedy (Repair, Spare Part, or Replacement).

  • Mandatory Return for Assessment: Before any warranty claim, repair, or replacement can be processed, the customer must ship the item to Dorsch Home for technical inspection. Customers cannot demand a remedy without returning the product for evaluation.

  • Refusal of Repair ("I don't want to use it anymore"): If a product exhibits a defect or issue that can be repaired or replaced under warranty, but the customer refuses the repair/replacement (e.g., claiming they "no longer want the item," "don't feel comfortable using it," or "prefer a refund"), the claim is reclassified as a Change of Mind Return.

  • Financial Protection: Dorsch Home will not issue a refund for repairable items simply because a customer no longer wishes to own or use the product. If a customer refuses a free repair or replacement, they remain responsible for all return shipping costs, and any applicable outbound shipping deductions will apply.

5. Warranty Exclusions & Limitations

This Limited Warranty DOES NOT cover or apply to:

  1. Misuse & Accidents: Damage caused by dropping, impact, commercial use, improper cleaning, neglect, or failure to follow the official Dorsch Usage & Care Guide.

  2. User Breakage of Components: Accidental breakage of structural parts, handles, knobs, glass lids, bins, or exterior casings caused by excessive force or impact after delivery.

  3. Cosmetic Wear: Scratches, dents, fading, staining, or finish changes that do not impair basic functional performance.

  4. Unauthorized Repair: Modifications, alterations, or repairs performed by third parties.

6. Right of Withdrawal, Change of Mind & Returns

Unused Item Standard Returns (12-Day Window)

Customers may request a Change-of-Mind return within 12 days of receiving the package, provided the items are strictly unused, unwashed, undamaged, and in their complete original packaging. Used items cannot be returned or refunded under any circumstances.

Return Terms, Goods Safety & Deductions

  • Customer Responsibility for Item Safety: The customer assumes full legal and financial responsibility for the safe care, protective packaging, and physical condition of the item(s) during return transit. Dorsch Home is not liable for loss or transit damage incurred on returned parcels. If an item arrives broken, damaged, or impaired due to insufficient packaging, no refund will be issued.

  • Return Freight Costs: Customers are fully responsible for arranging and paying all return freight charges. Return packages sent via C.O.D. or without tracking will be rejected.

  • Outbound Operational Shipping Fee Deduction: If your order qualified for Free Shipping or flat-rate shipping, the actual outbound operational, handling, and courier shipping expenses incurred to dispatch your order will be deducted from your final refund total.

  • Partial Returns from Sets & Bundles: If returning individual items from a multi-piece bundle or set, the refund amount will be calculated based on the item's proportionate discounted set value—not its individual standalone retail list price.

  • Sizing & Specifications: Complete dimensions, volumes, and specifications are clearly listed on all product pages (e.g., Loaf Pans, Round Pans). Returns based on sizing preferences are strictly classified as Change-of-Mind.

  • Packaging Integrity: Do not write on or affix shipping labels directly onto the manufacturer's product box. Items must be encased in protective outer freight packaging. Damaged return goods will not be refunded.

 

Technical Reclassification of Claims

If an item is returned under an alleged "defect" or "transit damage" claim, it will undergo a technical inspection upon arrival:

Reclassification Notice: If Dorsch’s technical review confirms that the returned item is fully functional, undamaged, or that the issue is merely a natural cosmetic variation inherent to ceramic manufacturing, the request will automatically be reclassified as a Change of Mind Return. All associated return freight costs and the actual outbound operational shipping expenses incurred will be deducted from any final refund.

7. Sale, Clearance & Promotional Policy

  • Final Sale Season Rules: Products purchased during major promotional sales, clearouts, or using promotional discount codes are subject to strict terms under Australian Consumer Law.

  • Change-of-Mind Exclusion: No Change-of-Mind refunds are granted on sale or clearance items once dispatched.

  • Discretionary Exchanges: At Dorsch’s sole discretion, an exchange for equal item value may be permitted within 7 days of delivery. The customer bears all logistics, freight, and re-shipping costs back and forth.

8. Return Instructions & Delivery Address

To initiate a return or submit tracking details, contact customer support at Hello@dorschhome.com.au. Approved returns must be packaged securely and shipped to our primary return facility:

Dorsch Home Returns

Dorsch AU – 19 Duffy Street, Epping, VIC 3076