Complaints and returns

Returns and complaints

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Our philosophy

Home should be a place of peace. And so should the shopping experience.

If you are not satisfied with the product or something is wrong, we will resolve it with respect and transparency. Our return and complaint policy is based on a balance between your freedom of choice and our responsibility to quality.

I. Return of goods

We allow returns within 30 days of delivery .

1–14 days: Withdrawal from the purchase contract

In accordance with European Union law, the customer has the right to withdraw from the purchase contract within 14 days of delivery of the goods, without giving any reason.

In order for this right to be recognised, the request must be submitted via our online returns system and the customer must expressly state that they are exercising their "withdrawal from the purchase contract".

If the customer does not provide this wording, the return will be considered standard and will be subject to Dorsøen's internal terms and conditions.

15-30 days: Extended return option

We accept returns between the 15th and 30th day in the form of a gift voucher for the full value of the product. This step is not a legal obligation and can be adjusted at any time.

Return conditions

  • The goods must be unused and unworn.
  • In original condition, including intact packaging
  • Must include original labels, price tags and proof of purchase (invoice)

Goods that do not meet these conditions may not be accepted or may only be partially refunded, depending on the costs of restoring them to their original condition.

II. Procedure for returning or exchanging goods and making complaints

All requests for returns, complaints or withdrawal from the purchase contract must be submitted exclusively through the online returns system on our website.

This system ensures accurate data entry, tracking of progress, and elimination of misunderstandings. Requests submitted in any other form (e.g., by email, telephone, or note in a package) are not accepted.

Your request is considered accepted only when the complaint request is properly sent.

After confirming your request, you will receive:

  • Return label
  • Instructions for sending a parcel via Zásilkovna
  • Confirmation of receipt of shipment within 10 business days

III. Complaints

If you receive damaged, faulty or incomplete goods, please send us an email at info@dorsoen.cz.

Please attach the order number and a photo of the defect.

We will usually resolve your request within 3 business days, no later than 5.

IV. Exceptions – non-returnable goods

The following types of goods cannot be returned:

  • Personalized products or custom-made goods
  • Opened cosmetics or hygiene products
  • Gift cards
  • Goods purchased on sale
  • Perishable items (e.g. food, plants)
  • Hazardous or flammable substances

If you have any doubts about a specific item, please contact us in advance.

V. Refund

After receiving and inspecting the returned goods:

  • We will inform you about the approval or rejection of your application.
  • Refunds are processed within 10 business days.
  • We will refund the money to the original payment method.

It may take a few more days for your bank or card provider to process your refund. If your refund does not arrive within 15 days of approval, please contact us via our online form.