Every product you buy from Dulotec.com is protected by the statutory legal guarantee that applies throughout the European Union under Directive (EU) 2019/771. It lasts two years from the day you receive the goods, it is free of charge, and it exists by law — you do not need to register or activate anything.

The seller responsible for the legal guarantee on this site is Dulotec EOOD (DULOTEC LTD.), UIC 205421457, Sofia, Bulgaria.

What the legal guarantee covers

The legal guarantee covers any lack of conformity that existed at the time of delivery, for example:

  • manufacturing or material defects;
  • a product that does not match its description, the agreed sample or model;
  • a product unfit for the purposes for which goods of the same type are normally used.

A defect which appears within the first year is presumed to have existed at delivery, unless the contrary is proven. Consumables such as batteries are covered against manufacturing defects, but not against the gradual loss of capacity that comes with normal use.

The legal guarantee does not cover normal wear and tear, damage caused by misuse, improper maintenance or accidental damage, or defects that were expressly pointed out to you at the time of purchase.

Your remedies

If a product is not in conformity, you may first choose between free repair and free replacement, unless the chosen remedy is impossible or disproportionate. The remedy is carried out within a reasonable time and without significant inconvenience, and the costs — including the shipping of the claimed product — are borne by us. If repair or replacement is not possible or fails, you are entitled to a proportionate price reduction or, where the lack of conformity is not minor, to terminate the contract and receive a refund.

Legal guarantee and commercial warranty

In addition to the legal guarantee, many of our products come with a commercial warranty. A commercial warranty is a voluntary extra: it can only add to your statutory rights and never limits or replaces the two-year legal guarantee.

Legal guarantee and the right of withdrawal

The legal guarantee is separate from your right to withdraw from the contract within 14 days of delivery without giving any reason. The withdrawal right lets you return a product you simply changed your mind about; the legal guarantee protects you when a product turns out to be defective.

How to make a claim

Write to us at [email protected] or use the contact page. Please include your order number, a description of the problem and, if possible, photos or a short video. We will confirm receipt of the claim and tell you how to send the product back at our expense.

If we cannot resolve a dispute directly, you may contact the consumer protection authority in your country of residence.