RETURNS AND REFUNDS

RETURNS AND REFUNDS

www.dosibytotoru.com handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.

Should you wish to return your order, please notify us within 7 days after you have received your order of this decision by email only. Return and refunds are processed within 30 days of purchase with a valid reason for return.

If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased. Unopened goods will be refunded in full. Refunds will be processed promptly and payment made by the same method that you made payment.

All refunds are made at the discretion of www.dosibytotoru.com

 

** Please note we do not do returns or refunds due to "Change of Mind". We only do due to Faulty, Damaged, Exchange, Sizing or Misrepresentation reasons. Accessories are not refundable due to coronavirus and hygiene reasons

**Carefully read all information before making the decision to purchase

 

FAQ'S

  • What are PRE-ORDERS?

    Pre-orders is buy before they are released that way you get the product before everyone else. Pre-orders can take between 3 to 4 weeks for arrival. If they do arrive early we fast track to send them to you.

  • How long are the processing times?

    Payment processing takes three working days before it goes into the account.

    Preparation of your order once payment goes into our account we start preparing your order

    If stock hasn't arrived it can delay preparations. We only send your order once we have all items together.

  • Insurance on orders

    All orders are insured in case they are stolen or damaged during their journey to you.

    If this does happen please understand there is a process we have to follow and we will have to ask you questions to get the best outcome possible to get compensation from the couriers and get replacement products for you.

  • Faulty products (Within 30 days of purchase)

    We do have a process

    1. Take pictures of the faults

    2. Send an email to us with pictures of the faults

    3. We will contact you via email presenting options for compensation

    4. We ask you to send back the faulty products (You will be compensated for the expense)

    We do ask for your patience as we do have to follow procedures. As we do have staff and it is part of their job to get the necessary information to process as quickly as possible.

  • Couriers

    Please double check to make sure 1. Your tracking is correct 2. That you contact the couriers before you contact us. The only time we can intervene is when 1. Your order was suppose to arrive but went to the wrong address 2. It was confirmed arrived but not there 3. The courier has not contacted you before they arrived (That is a requirement that they contact you before arrival) 4. Your order was damaged while in the hands of the couriers 5. The waiting time is too long and you've had no contact from the couriers

  • Customs

    For our customers that have ordered from overseas. Please note if you ask us to contact customs while your parcel is being inspected. This can delay the arrival of your order. We understand you want your order. We suggest ordering early to avoid disappointment.

  • Before you buy

    Please double check sizing, design and materials of the product before you buy. This is to avoid disappointment if you're not satisfied.

  • Taking care of your products

    For PU Leather - We recommend maintaining the quality of your peke to get a care kit or (Olive oil, or coconut oil) and doing maintenance at least once a month dab lightly all over to wipe excess and leave to dry this is to prevent peeling and cracking the PU Leather.

    For whakakai (earrings) - Water and liquid soap is fine for acrylic with microfiber cloth.

    Kākahu - Please wash separately the first time after wearing it to avoid fluff going onto other kākahu

  • Mistreatment of our staff

    Our staff are our whānau. We understand at times it can be hoha with processes so we ask you for your patience. Mistreatment of our staff will not be tolerated. If they are threatened in any way by aggressive customers we will follow the necessary processes in your city, state, or country you are in. This is in accordance with legislative requirements. Our staff also have the right to refuse to serve customers who present threatening behaviour.