Frequently Asked Questions
All website orders are dispatched within 1-2 working days. If you have placed an order with us and the status has not changed, please Contact Us and we will be happy to assist you.
We accept payment via VISA, Mastercard, Amazon Pay, Paypal, Apple Pay and Google Pay.
For businesses, a bank transfer can be organised on bulk orders, please contact our B2B Team for more information.
We will only invoice/bill you in British Pounds. If you wish to pay in Euros or Polish Zlotis, please consult our other websites.
In order to process your cancellation as quickly and efficiently as possible, please contact us promptly with ‘Cancellation’ in the title of the message. We will do our utmost best to cancel your order before it leaves our warehouse.
Although it is possible to amend your order before it is dispatched, we recommend that you request a cancellation so that you can place another order at your convenience with the correct order details/quantity. This way there will be no contradictions between the invoice and the warranty based on the changes.
For convenience and logistics purposes, we recommend that you order directly from the website.
To use a voucher code issued by Duronic, please enter the code at checkout in the voucher code section.
A signature is required for all deliveries due to security purposes; it is for this reason our couriers do not deliver to PO Box or Military Addresses.
This is available but the option is limited and largely depends on your country and designated courier. We are working on integrating this function directly onto our website to provide you with a vast amount of delivery options convenient to you. We cannot take responsibility if the item is delivered to a shop without their prior consent, parcel shops are part of a specific network that require agreements with the transporter, it is therefore best to contact us if you have any questions regarding this service.
We deliver to most destinations around the world. Please refer to our shipping information to find out our pricing. If you are unable to find your country in our shipping information, please contact us directly.
We deliver to most islands around the world. If the island is not listed in our shipping information, please contact us so we can advise you the shipping service and price.
We use the best couriers available for each specific country. Although most couriers are trying to implement a time specific service, this may or may not be available for you depending on your country and designated courier.
When dispatching an order, we provide your email address and phone numbers to our couriers. This enables them to give you updates on the tracking of your parcel. You can therefore track your parcel directly with the tracking number provided, find the tracking number within your account and track it on the website of the courier, or contact us if you are having issues tracking your items.
Some couriers may deliver the parcel to your neighbour, local business or have the parcel signed by another resident of the household in case you are not present at the time of delivery. We recommend you check the tracking or contact the courier for more detailed information regarding your parcel. If you are still unsuccessful, please get in touch with us and we can assist you.
We use a variety of couriers for destinations all over the world in order to provide our customers with the best customer care. You may find more details on the couriers we use on our shipping information page. If you require a specific service, please contact us so that we can advise you on the best options based on the volumetric weight of your order.
If you have missed your delivery, then do not panic! All our couriers will usually attempt a second delivery on the following working day, or according to your instructions which you may be able to provide through tracking on the courier’s website or via telephone. If you are unsure about how to do this, feel free to contact us and we will be happy to assist.
Although it is rare, delays can occur with any courier for several reasons. In these cases, there is very little we can do to speed up the process. However, if you find that the status of your parcel has not changed for 2-3 days, please contact the courier with your tracking reference for an update. You may also get in touch with us for more information.
We work and will prepare orders all year round. However, our couriers may not come and collect our shipments on bank holidays, in which case the collection will happen on the next business day. As for the delivery, couriers do not usually deliver on bank holidays in which case the item will be delivered to you on the next working day.
It is highly recommended to include the full name as shown on the doorbell, the full address, including the codes to access the building, as well as a valid phone number in case the courier decides to make a phone call to find your address. Pleas understand that we are not in a direct communication with the drivers and it is impossible for couriers to give you every customer a call before they arrive to your address. They may decide to give you a call in case it is needed. Your data will not be shared with anyone else but the driver. It is therefore recommended to include any information that make it easier for the courier to find your address. Please note that if the name is incorrect or does not match the name displayed on the doorbell or if the driver cannot access your building, your order may be returned or you may be unable to retrieve your order from the Post Office where it may be forwarded, depending on the country and courier.
If you product arrives damaged, please inform the driver so he can make a note in his system. There is no need to refuse the parcel as it is very likely the damage may be limited to an accessory or a part that can be easily replaced. If that happens, please send us a picture of the product and state which element is damaged, so we can assist you further and send you the right parts. If the damage was so extensive that the whole product was deemed impossible to repair, we will provide you with the right return labels to get the whole product replaced.
We do not recommend to refuse a parcel as the return costs through the delivery partner may be higher than the return solutions we have to offer. Also, please note that return costs will be deducted from the full refund. It is therefore recommended to contact us once you have received the product so we can advise you how to return the product at a lesser cost.
We hope you are pleased with your Duronic product(s). However, we understand that sometimes you may change your mind and may wish to return an item. Please contact us via the contact us form. We will then provide you with all the information needed to proceed with the return of your order based on your location.
If you wish to return a product, you are entitled to a money back guarantee if the product is returned to us within 30 days, if it is unused and in its original condition. Alternatively, we can also exchange your product or a part of your order if you have purchased multiple items within this 30 day period.
After the 30 day return period, we invite you to contact us if you need a repair/replacement. All repairs will be made at our own expense when the product is within its warranty period. In the case where the product is out of warranty, the repair cost must be covered by the customer.
Please take reasonable care of the items you are returning - if you fail to do so then this will result to misuse through damage or deterioration. In this case, we reserve the right to deduct a compensation of up to 50% if the item is not in its original condition, if the return was made after the return window period and/or if any elements (including the package) are missing.
If you change your mind about your order before it is dispatched, we may be able to cancel it if you contact us immediately by email. Please be aware that depending on the time of your order, your item could be dispatched within a matter of hours. The sooner you can contact us regarding a cancellation, the more likely it will be that we can prevent your order from being dispatched and issue your refund immediately.
All returns are processed in our returns warehouse in Romford, United Kingdom, where our team of fully trained technicians are located. We have a variety of return options available for our customers.
Please contact us for more information regarding your return options.
In the unlikely event that your product becomes faulty, please contact us immediately so that we can investigate and provide you a replacement or refund. Please keep in mind that refunds will only be issued if the product is returned within 30 days following receipt of your parcel. If the 30 day period has surpassed, we will be happy to provide replacement spares or complete units so that we can get your product up and running again within the warranty period.
Please note that return costs are not pre-paid. The postage or other return costs will be the customer’s responsibility and will only be reimbursed by us in the case of damaged, faulty or incorrectly supplied goods. It is the customer’s responsibility to cover the return cost of any unwanted goods.
Please note you MUST contact us before returning an item to us. It is upon contacting us that you will be given full details on the best way to return an item back to us. If you do not contact us before returning an item, there is no guarantee that we will be able to process your return and issue a refund or replacement.
If your product is faulty and is too large to be returned via our usual drop off service, we may be able to offer a collection service. Please contact us for more information.
Our Returns Department duly inspects all returns and we aim to issue a refund within 5 working days following the reception of the product. Some delay may occur during certain busy periods. Please contact us if you have not received your refund or been offered a replacement 5 days after we have received your return.If you wish to track the progress of your return, please feel free to Contact Us with your details and order reference and we will be happy to give you an update.
If you’re experiencing any problems or product fault and it’s not related to misuse, we will repair or replace the faulty/damaged product and cover the shipping cost associated to collect and send the item back.
Depending upon the nature of the repair, they can take from 1 to 7 working days.
All repairs are done by our team of fully trained technicians.
All our products are subject to a 1-year warranty following receipt of the item.
All our electrical products are subject to a 1-year warranty following receipt of the item. Some items may be subject to a longer warranty period, this would be specified on the description of the product.
We understand that prices are a big concern in this current economic climate. It is for this reason we strive to offer all our products at the best possible value. However, the price of a product will be subject to fluctuation based on stock levels, seasonal periods and promotional sale offers. We cannot take any responsibility for any price differences which occur during any time.
We provide an invoice for all orders through email. If you cannot find your invoice, please Contact Us and we will be happy to assist.
Unfortunately, we are unable to modify or amend an invoice. Not only is it illegal because of the fraud-risks involved but also because an invoice is based on the billing and delivery details filled in at the point of purchase.
We can provide VAT free purchases for businesses for bulk enquiries. For more information, please contact us.
All orders from outside of the EU are VAT free. The order will only display the price ex. VAT once the country of destination is selected at checkout.
If you are placing an order from outside the EU, you may be subject to pay local customs and duty. Please check with your local authorities if in doubt before placing your order. We are usually unable to assist with customs clearance as this is a country specific procedure between the authorities and the end-customer.
We understand that all customer enquiries must be dealt with as quickly and efficiently as possible. That is why we have a multilingual team providing email support for you within 24h on weekdays and 48h on weekends. In certain cases, we may call you directly to either attain more information regarding your query, or to provide further assistance more effectively. You may contact us at any time using the Contact Us form.
Please take into consideration that there may be delays during bank holidays.
We endeavour to cater for all our customers around the globe with our multilingual team, consisting of English, French, German, Italian, Spanish, Polish, Danish, Swedish and Norwegian customer care representatives.
You are free to contact us on +441708374500. For practical reasons, we prefer to discuss by e-mail because it allows us to check with our specialists if it’s a product related question, contact our couriers if it is a delivery related inquiry or redirect you to a specific department that may not be taking phone calls for anything else. Please note that as we are based in the United Kingdom, if you wish to speak to a customer service representative speaking your language, we recommend you dial 1 to get connected to our customer service team. We would then simply ask you to say the language you speak, our English-speaking receptionists may not be able to answer you in your language but they will transfer your call to the right department straight away, so please state your language and hold the line.
We definitely answer all the e-mails that come through to us. If you did not get a reply within 48h, please check your spam and junk folder in case it got filtered. If you still can’t find anything, please feel free to resend the email through our contact form and make sure you add your phone number in the email in case we need to call you instead to resolve your matter.
All our emails end with @duronic.com. In this day of age, anyone can actually pretend to be us. A few things to note:
- Check the actual email, some hackers use the header to pretend to be us. If you actually check the email it is coming from or replying to, you may find it is going to a different email address.
- We will never ask for any confidential data, such as your bank card details or your password.
- If you are in doubt, please feel free to contact us via the contact form. If you then copy paste the content of the email and the email address it came from, we will check and confirm the authenticity of the request.
Please send us an email through the contact form, your email will automatically be forwarded to the right department based on the nature of your request.