Refund policy
Last updated by November 2024
Warranty
All our Electrical products are under 2 years warranty
If under warranty (Electrical), customer to ship product back to Dorsch for fixing, otherwise, Dorsch can send “free” the electrical spare part required.
All non-Electrical products have ONLY on-arrival warranty,
Warranty Repair / Exchange
In case of repair required for a product under warranty, after troubleshooting check, Customers are asked to ship on their expense the item to Dorsch AU - 19 duffy street Epping 3076 Victoria
Dorsch will repair and ship it back to customer under Dorsch Expense
I. Coverage and Duration
A. Scope of Coverage: Dorsch AU warrants all appliances against defects in materials or workmanship for the period specified below, starting from the date of original retail purchase. This warranty applies only when the appliance is used for normal domestic purposes, in accordance with the Owner's Manual provided with the unit.
B. Warranty Period: The appliance is covered for a period of two years from the original purchase date.
C. Remedy: Should the appliance fail within the warranty period due to a covered defect, Dorsch will, at its sole discretion, either repair the defective part, replace the appliance with a new or reconditioned unit, or refund the purchase price.
II. EXCLUSIONS (WHAT IS NOT COVERED)
This Limited Manufacturer's Warranty DOES NOT cover or apply to any of the following, including but not limited to:
1. Damage Caused by User Misuse or Accident
• Accidental, Intentional, or Consequential Damage: Any failure, damage, or breakage resulting from accidents, impact, dropping, misuse, abuse, neglect, fire, flood, acts of God, or any other external cause.
• Customer-Induced Breakage of Parts: This includes the breakage of any structural, functional, or plastic parts (such as handles, knobs, bins, trays, exterior casings, or trim) caused by the user, improper cleaning, or applying excessive force.
• Improper Installation or Maintenance: Damage resulting from incorrect installation, use of the product in a manner contrary to the instructions, or failure to perform recommended maintenance.
2. Cosmetic and Wear Items
• Cosmetic Damage: Damage that does not affect the functionality of the appliance, including scratches, dents, chips, fading, or peeling.
• Normal Wear and Tear: Components that naturally wear out through normal use, such as filters, light bulbs, fuses, seals, and other consumable items.
3. Service by Unauthorized Parties
• Any damage caused by modifications, alterations, or repairs performed by anyone other than Dorsch AU or an Authorized Service Provider.
On-Arrival Warranty
Once parcel is received, customer to Open the parcel parcel immediately & check everything inside.
All our shipments are insured in Australia.
If Damage on arrival, Dorsch will make sure that spare/replaced items are sent on Dorsch expenses.
In case of “on arrival” Damage, customer needs to:
- Take a short video of the parcel during unpacking
- Take a photo for the packaging and safety bubbles wrapping (as received)
- Take a photo of the shipment label on top of the box
- Take a photo of the damaged product
- send all above along with order number by email hello@dorschhome.com.au
Our parcels are insured for on-arrival damages ONLY for 1-DAY (24 hours from delivery date), if 1-DAY expires from delivery date, NO refund/return will be acceptable, it’s NOT insured.
We check all items before sending, however Damages can still occur in-Transit.
1. Damages can be only:
- lid crash
- scratch from inside
- coating Peeled from inside
2. NOT-Considered as Damage:
- outer microscoping cosmetic scratch
- outer paint microscoping Peeling
- inner coating layer color alteration
In case abnormal functional damage shows up after 12 days, we look into case-by-case.
Customers products with lid crash or broken handle are always covered as long as Dorsch have the spare part in spare stock
Dorsch will charge for transporting the spare, or it can be shipped free with customer new order.
Spares (if available) shipping is on customer cost, we can include it in any order free of charge
This warranty does not cover normal wear and tear; non-stick coating loss or non-stick coating performance loss after use, whether as a result of normal wear and tear or misuse and abuse; cosmetic damage which does not impair the functionality of the product, including scratches, dents, dings, scuffs, stains, discoloration, color changes, minor paint chips, or other nonfunctional changes in appearance; damage from misuse or abuse (such as improper cleaning, neglect, or accident); defects resulting from alteration(s); fire; theft; or defects resulting from the use of the Product in a commercial manner, Minor imperfections, surface markings as a result of shipping, and slight color variations are normal and are also not covered by this warranty.
Products purchased from Dorschhome.com.au may be returned if unused and otherwise subject to the terms of Dorsch Home’ s return policy, or please contact us regarding the return policy.
Dorsch do not return or refund used items.
Right of withdrawal
In case of customer wishing to cancel or return, the customer is responsible to ship the products in safe manner and with the same received condition “new as received”
Dorsch will only refund product or order when product is returned and inspected (checked) to address 19 Duffy Street Epping 3076
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Shipping Fees:
- Shipping fees are non-refundable, and you are responsible for return shipping costs unless the return is due to an error on our part (e.g., defective or incorrect item).
- In Case of customer's order was under free shipping, the shipping fees (minimum of 28 AUD) encountered will be deducted from the refund amount of the original order .
Undoing part of the purchase:
- If you have purchased several items from us, you have the option of sending one or more items back, even if they were purchased in one order.
- Please note that you will not be reimbursed for shipping costs if you regret part of your purchase.
- shipping the return item(s) is on customer expense
- Lack of original packaging may possibly constitute an impairment, so to be sure of being able to receive all the money back, it is recommended that the item be returned in original packaging.
- Do not affix labels or write directly on the manufacturer’s sales packaging. This must be done on the freight packaging.
- You are responsible for the accidental downfall of the item and possibly damages incurred in connection with the return.
- You must bear the direct costs in connection with the return of the goods.
If you exercise your right of withdrawal, we will refund all payments received from you, excluding delivery costs, without undue delay and in any case within 14 days from the date we have received notice of exercise of the right of withdrawal. We will make such payment using the same means of payment that you used for the original transaction.
Please note that we may withhold the refund until we have received the goods returned.
We will make such payment using the same means of payment that you used for the original transaction. In other words, you can check the item in the same way as if you tried it in a physical store, but you must not take it into actual use.
If the item has been tried in addition to what is described above, we consider it to be used, which means that upon cancellation of the purchase, you will only receive part or none of the purchase amount back, depending on the item’s commercial value. Possibly. Impairment of the item will be deducted from the refund.
We do not receive packages without delivery or packages sent by post.
in case you physically return the item (Craigieburn), We do not return cash on delivery.
Upon receipt of the item, the buyer is advised to check for any freight damage and number. Possibly. freight damage must be noted on the consignment note and contact Hello@dorschhome.com.au, for complaints. Control of goods, including correct size, color, model, etc. should be made as soon as possible after receipt and before installation.
Refund of the purchase amount
If you regret your purchase, and order is not shipped, you will get all your money back. If the item is impaired, we will deduct the amount you are liable for.
We will refund all payments received from you, including delivery costs (however, this does not apply to extra delivery costs in cases where you have chosen a different form of delivery than the cheapest form of standard delivery that we offer).
If you regret your purchase, and order is already shipped, you have no later than 12 days from the day of the receipt your package that you want to cancel/return the order.
We will refund the money with the same means of payment that you used at the time of purchase, unless we have agreed otherwise, however in this case, we won't refund shipping costs encountered.
We can withhold payment until we have received the items, & you must send us proof of return (tracking receipt/number/link).
Please note that it may take up to 10 business days for the refund to appear in your account, depending on your bank.
These agreements cannot be undone:
Delivery of goods which are likely to deteriorate or become obsolete rapidly,
Delivery of sealed goods which, for health or hygiene reasons, are not suitable for return and where the seal has been broken after delivery,
At Dorsch Home Australia, we strive to ensure customer satisfaction with our products. However, please note that returns for items that have been used or have exceeded the warranty period will not be accepted. Our warranty coverage applies only within the specified period from the date of purchase, and products must be in their original, unused condition to qualify for a return or exchange. If a product has been used or the warranty period has expired, we are unable to offer a refund, replacement, or repair. For any further inquiries regarding our return policy, please contact our customer service team.
Right of withdrawal "Refund & Returns" During Sale Season
Under the Australian Consumer Law, During Sale Season (or Clearance items):
- No change-of-mind refunds on sale items after shipping the order
- the customer is only entitled to a refund or replacement only for a major problem with a product covered by consumer guarantees.
- Dorsch might allow to exchange the product for something else within 7 days , customer will bear all the logistics back & forth to the address
Specific Ceramic Cookware & Coating Policy
Please note that while the structural body of Dorsch Home cookware (including handles, bases, and core metals) is engineered for long-term durability, the non-stick ceramic surface layer is a wearable component.
A gradual reduction in non-stick release efficiency over time, minor staining, food adhesion, or carbonization resulting from standard domestic cooking, heat exposure, and cleaning constitutes normal wear and tear. It does not represent an inherent manufacturing defect, nor does it constitute a failure of "acceptable quality" under the Australian Consumer Law (ACL). Standard manufacturer remedies do not apply to the natural degradation of ceramic non-stick coatings.