Return & Refund Policy
This policy applies to all orders placed at Dorteus – https://dorteus.com.
Dorteus always wants customers to love the products they receive. If you change your mind after purchasing or want to return an item, please see the policy guidelines below for full information.
CANCEL/MODIFY ORDER
To cancel/modify an order, please see Modify/Cancel Order page. Cancellation or modification of an order is only applicable within 24 hours after the order is successfully placed and the order has not been shipped.
PRODUCTS THAT NEVER ARRIVED
If it has been more than 15 business days since the estimated shipping time, you have not received your order and there is no update from us or the shipping carrier via tracking link. Please contact us. We will have a refund if your products that never arrived.
RETURN
Dorteus accepts returns for defective and non-defective products (Defective product, wrong product sent, damaged on arrival, or you change your mind, …)
1. Conditions for Returning Items: Products must be in new condition to be eligible for return, no frayed, washed or removed tags.
2. Timeframe for Returns: Requests for returns must be made within 30 days of the delivery date. After 30 days, items are no longer eligible for return.
3. Return method: We accept return by mail.
To initiate a return, follow the steps and provide the necessary details below:
Send a return request to support@dorteus.com, and include your order number, order email, and a picture or video of the product.
We will review your request within 1-2 business day and provide a return label.
Carefully pack the items and send them to the return address, including “Dorteus Return” in the package content.
Return Address: Address: 313 E River Dr, Omro, Wisconsin 54963, United States
4. Return Label, Shipping Fee:
The return label will be mailed to you, and you will need to download and print them.
We will provide prepaid shipping labels for any products. Customer is not responsible for return shipping costs.
5. Restocking fee: No cost.
6. Once we receive your return package, we will send an email notification.
EXCHANGE
We accept returns for new products within 30 days of delivery. To return an item, please contact us via email for assistance and a free return label and replacement product. There is no charge for the return.
REFUND
For eligible returns, or products that never arrived, you will receive a refund via your original payment method.
If the returned item meets our return conditions, we will approve your refund request and notify you via email. However, if the item is not sent back, we cannot process the refund, as we require the returned product to proceed.
Refund Amount:
Refunds can be either full or partial. Depending on the case, it will be equal to the invoice value of the returned product/products that never arrived, or the full amount if you return the entire order/entire order that was not delivered.
Refund Timeframe and Method:
We will refund the original payment method used for the purchase.
After receiving notice of the acceptance of the refund from Dorteus, eligible customers should allow 3-4 business days for the refund to be processed. It may take an additional 3 business days for your bank/card issuer to process the transaction and for the refund to appear in your account.
Refund processing time: The maximum time it takes for a customer to receive a refund is 7 business days.
If, after the above timeframe, the refunded amount still does not appear on your balance, please contact us at support@dorteus.com.
Any questions regarding Return and Refund Policy please contact us for better advice.
Dorteus
Phone: +1 (920) 631-1322
Address: 313 E River Dr, Omro, Wisconsin 54963, United States
Email: support@dorteus.com
We are always ready to support from 8am-8pm Central Time/Monday-Saturday (excluding holidays).