REFUNDS & RETURNS
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 18/02/18.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.
Your statutory rights
Our Returns Policy does not affect your statutory rights however please be aware that this is a business to business contract as we do not supply goods for personal use and that our contract is based on our own terms and conditions.
For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Right to Cancel
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by e-mail or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure though that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any seals unbroken they must be “new” (still in the original packaging) or “like new” (unpacked but unchanged, unused and carefully repacked), in a fully re-saleable condition, to qualify for the refund.
Please do check carefully before ordering and do not hesitate to contact us whether your chosen products would work in your practice or with your device, we have to make a 20% re-stocking charge if you have ordered a wrong product, your requirements changed after ordering, or you simply changed your mind. This charge covers our administrative time and costs.
We reserve the right to increase the restocking charge.
Effects of Cancellation
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Model Cancellation Form
To: Dotolo Eurpe Limited Unit 5 Base 329 Headley Road East, Woodley, Reading RG5 4AZ
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes; do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us and provide details of the fault and where possible attach pictures to your message.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service by phone or e-mail
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Tel: +44 (0)844 854 92 22
Monday to Friday 8:30 – 6:30
Unit 5 Base 329 Headley Road East, Woodley, Reading, Berkshire RG5 4AZ
VAT number: 103 8046 49
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