Refund policy
This policy describes the conditions and procedure for returns, exchanges, and refunds of products purchased on dualzone.de.
Right of Withdrawal (14 Calendar Days)
At DualZone, we want you to be completely satisfied with your purchase. In accordance with European Union law, you have the right to return products within 14 calendar days of receiving your order, without providing a reason.
Return Conditions
To be accepted, a return must be in the same condition as when you received it: unused, with intact labels, and in the original packaging. A receipt or proof of purchase is also required.
To initiate a return, please contact us at contact@dualzone.de. Once the request is approved, we will send you detailed instructions and, if applicable, a return shipping label.
DualZone will confirm receipt of your return request within a maximum of 2 business days.
Warehouse and Return Address
DualZone
Rosenthaler Str. 43-45
10178 Berlin
Germany
Important: Returns sent without prior authorization cannot be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases of defective, damaged, or incorrectly delivered products. In such cases, DualZone will cover the costs and coordinate the exchange or refund.
Damages and Issues
Please check your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue as a priority.
Exceptions / Non-Returnable Items
For safety and protection reasons, the following items cannot be returned:
- Opened or used products that cannot be resold as new.
- Items that have been tampered with, damaged, or improperly installed.
- Electronic products that require activation or digital registration already completed (e.g., controllers or accessories linked to personal accounts).
- Software, digital cards, download codes, or electronic content.
- Products purchased on clearance or as “Final Sale.”
If you are unsure whether a product can be returned, please contact us beforehand at contact@dualzone.de.
Exchanges or Replacements
If you want a different item, we recommend returning the original item and placing a new order once the return is approved.
Refunds
We will notify you once we have received and reviewed the returned item. If the refund request is approved, the refund will be automatically processed using the original payment method within a maximum of 10 business days.
Refunds will be made using the same payment method used for the purchase unless expressly agreed otherwise.
Please note that bank processing times may vary depending on your payment provider.
Right of Withdrawal within the European Union
If you are located within the European Union, you also have the right to cancel or return your order within 14 calendar days of receipt without giving a reason, under the conditions described above.
Last Updated: November 2025
Responsible: DualZone
Contact Emails: contact@dualzone.de
