Attention: We will be out of the office starting April 25th. Please expect all orders made during this period to be processed after our return on May 6th. We appreciate your understanding!

Attention: We will be out of the office starting April 25th. Please expect all orders made during this period to be processed after our return on May 6th. We appreciate your understanding!

Terms and Condition Policy

Terms and Condition Policy

Changes to these Terms and Conditions

1.1. Dobernut reserves the right to modify the website, its content, or these terms and conditions at any time. Any changes will be effective from the first use of the website after the modifications. If legal requirements necessitate changes related to the sale of goods, they will apply to pending and future orders.

Accounts

2.1. To make purchases on Dobernut and utilize our services, we collect personal and payment information. By using the website, you confirm that the information provided is accurate, you have the right to submit payment information, and you will keep it up-to-date.

2.2. Dobernut holds no liability for losses or damages resulting from the sharing of your account details.

2.3. If you suspect unauthorized access to your account, notify Dobernut immediately to suspend your account and address any pending unauthorized purchases.

Consumer Protection and Distance Selling Regulations

3.1. Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel an order from the time of placement until seven working days after receiving the goods.

3.2. Notify Dobernut of cancellations via our returns form (www.dobernut.com/returns) within the stipulated time frame.

Goods, Pricing, and Availability

4.1. Prices may change without notice. Dobernut will confirm prices at the time of order. Dobernut reserves the right to modify prices and alter or remove special offers as needed.

4.2. All goods are subject to availability. If ordered goods are not in stock, Dobernut will inform you promptly and provide a refund or dispatch the goods when available.

Guarantee

5.1. Our products come with a 1-year guarantee from the purchase date, covering manufacturing faults. Items will be repaired or replaced at Dobernut’s discretion, free of charge.

5.2. The guarantee is valid with proof of purchase.

5.3. Exclusions include damage from accident, misuse, abuse, or lack of reasonable care.

5.4. No guarantee is given for goods used beyond listed capabilities.

5.5. In case of replacement, an identical item isn’t guaranteed. We’ll work with you to select an item of equal value and appearance.

5.6. The guarantee is non-transferable and valid for the original purchaser.

5.7. The guarantee excludes embroidery stitching from wear and tear.

5.8.Product registration within 28 days of purchase is required to activate the guarantee.

Visit dobernut.com/guarantee to register your product

Limitation of Liability

6.1. To the maximum extent permitted by law, Dobernut accepts no liability for any direct or indirect loss or damage, foreseeable or otherwise, arising from the use of the website, our products, or any information contained therein.

6.2. Whilst every effort has been made to ensure that these terms and conditions adhere strictly with the relevant provisions of the Unfair Contract Terms Act 1977, in the event that any of these terms are found to be unlawful, invalid, or otherwise unenforceable, that term is to be deemed severed from these terms and conditions and shall not affect the validity and enforceability of the remaining terms and conditions. This term shall apply only within jurisdictions where a term is illegal.

Returns

7.1. You have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 30 days after the goods have been delivered. If you change your mind about the goods within this period, please return them to Dobernut within 14 days of submitting your return via our returns form (www.dobernut.com/returns). Goods can only be returned for this reason if they have not been used and are still in original packaging.

7.2. We will only process returns if the items are returned in new condition. Any items returned to us damaged or in used condition will be returned to the sender.

7.3. Shipping costs for the return to Dobernut are the responsibility of the customer, unless in exceptional circumstances by prior agreement.

7.4. If an item was sent by error on our part, we will reimburse the return shipping cost to you or generate a pre-paid return label (UK Only).

7.5. In the event that you fail to return the goods to us within 14 days of submitting your return request we will close the return and you will no longer be offered a refund or store credit.

7.6. Dobernut will not be liable for loss or damage for any returned packages to us. Customers are responsible for placing claims for items damaged and/or lost during transit upon return to us.

7.7. All bespoke, backordered, and personalized items can only be returned for credit if they are faulty. We do not offer refunds on bespoke, backordered, and personalized items.

7.8. Clearance & Sale items can only be returned for store credit.

7.9. All returns are processed within 5 working days of receipt.

7.10. If you qualified for free UK delivery on your order but decide to return your order in full, to cover the initial delivery fee we will deduct £4.99 from your refund.

7.11. You will need to allow up to 15 working days for all refunds. This is dictated by the payment gateways and banks. Credit/Debit Card refunds usually take between 3-5 days to clear. PayPal refunds can take up to 15 working days to clear.

7.12. Perishable products such as food and treats cannot be returned.

Shipping & Handling

8.1. If there are any issues with your order and we are unable to contact you, the original order you placed will be dispatched when ready or if not possible a full refund will be issued.

8.2. Please ensure you’re available to sign for your goods when delivery is expected. Orders over £100 require a signature upon delivery. A signature upon receiving the goods will be deemed as goods received in safe condition.

8.3. If goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged.

8.4. Any additional charges such as import duties and taxes added to the shipment are the responsibility of the customer. If you are buying internationally, you are advised to contact your local customs authorities for further details on costs and procedures. Dobernut is unable to pay for or reimburse any additional charges.

8.5. If an order is returned to us due to an incorrect address we will refund the order minus postage costs or resend the item once the additional cost of postage has been paid.

8.6. In the event of a lost parcel we will not send a replacement until the claim raised with the shipper has been resolved. Once the claim has been resolved we will fulfill the order again. If we are unable to fulfill the order again we will issue a full refund unless agreed otherwise.

8.7. If your parcel is left at your request (such as in a safe place or to a neighbour), you forfeit your right to make any claim with ourselves or the courier in the event of loss or damage.

8.8. During adverse weather conditions (including but not limited to snow, flooding, high winds or high temperature), our delivery partners may not be able to deliver orders on time. This is outside of our control and we can not accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we are not able to refund delivery charges or offer re-delivery of affected orders.

8.9. The customer is responsible for understanding any local restrictions that may be in place which would prevent the successful delivery of their order. We cannot refund any shipping costs for orders that have not been successfully delivered due to local restrictions.

Termination and Cancellation

9.1. Either Dobernut or you may terminate your Account. If Dobernut terminates your account, you will be notified by email and an explanation for the termination will be provided. Notwithstanding the foregoing, we reserve the right to terminate without giving reasons.

9.2. If Dobernut terminates your account, any current or pending purchases on your account will be cancelled and will not be dispatched.

9.3. Dobernut reserves the right to cancel purchases without stating reasons, for any reason prior to dispatch.

9.4. If purchases are cancelled for any reason prior to dispatch you will be refunded any monies paid in relation to those purchases.

Wholesale / Trade Accounts

10.1. All orders placed via wholesale accounts are final and non-refundable.

10.2. If you need to add items to an order, we will try our best to facilitate the request but if it impacts the delivery time you will need to place a new order unless agreed otherwise.

10.3. Unless stated otherwise all wholesale orders are subject to a minimum 25 working day lead time.

10.4. We reserve the right to cancel any accounts that share or abuse their discounted rate.

10.5. You are responsible for resolving any exchange or refund requests with your customers.

10.6. All wholesalers must sell Dobernut products at our retail price or higher. Pricing below our retail price will result in the cancellation of the wholesale account.

result in the cancellation of the wholesale account.

10.7. All wholesale prices are confidential. Disclosure of pricing can result in account closure.

Intellectual Property Rights

11.1. You are not permitted to replicate, alter, publish, modify, distribute or sell any such content contained on the Dobernut website.

11.2. The word ‘Dobernut’, the Dobernut logo and all other Dobernut  related marks, whether or not registered or displayed on the Dobernut website, including the domain name ‘Dobernut.com’, are the exclusive property of Dobernut. Any use of our trademarks for any purpose without an agreement in place with Dobernut is prohibited.

12.3. Earning Points

  • Points are earned based on eligible purchases made on our website.
  • Points are awarded after the successful completion of a purchase.
  • Points are non-transferable and have no monetary value.

12.4. Points Redemption

  • Points can be redeemed for discounts on future purchases.
  • The conversion rate of Dobernut Rewards Points to currency may be subject to change.
  • Points redemption is subject to product availability and other conditions.

12.5. Points Expiry

  • Dobernut Rewards Points may have an expiration date, and it is your responsibility to use them before expiry.
  • Expired points cannot be reinstated.

12.6. Refunds and Returns

  • Points earned from a purchase that is later refunded will be deducted from your account.
  • Points will not be refunded for returned items.

12.7. Program Abuse

  • Any attempt to abuse or manipulate the Dobernut Rewards Points Program may result in the termination of your account.
  • We reserve the right to cancel or modify the program at any time.

12.8. Privacy

  • Participation in the program requires the collection and use of personal information as outlined in our Privacy Policy.

12.9. Termination

We reserve the right to terminate or suspend the Dobernut Rewards Points Program or your participation in the program at our discretion, without prior notice.

12.10. Contact

If you have any questions or concerns regarding the Dobernut Rewards Points Program, please contact our customer support at support@dobernut.com.

By participating in this program, you acknowledge that you have read, understood, and agree to these terms and conditions.

 

If you have any questions regarding these terms please contact us via our contact page: www.dobernut.com/contact

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