Dollcini Product Exchange Service – General Terms and Conditions

Dollcini product exchange service – General Terms and Conditions

Effective: from July 30, 2026 until revoked
Version: EXCHANGE-2026-07-30-R1

Dollcini provides a voluntary product exchange service for customers who would like to choose a different size, color, variant, or another product instead of the product they ordered.

The fee of 3 000 Ft shown on this page is the logistics fee for a voluntary product exchange requested by the customer for convenience or preference reasons. This includes, for example, cases where the customer wants a different size, color, variant, or another product while the originally delivered product is compliant with the contract and free of defects.

If the customer claims that the product arrived defective, damaged, incomplete, or different from what was ordered, we will first investigate the matter as a claim for defective performance, warranty, or guarantee. Such a report is not the same as the voluntary, paid product exchange service.

In such a case, please write to info@dollcini.hu and attach photos or a video. If the investigation confirms that the reason for the exchange is defective performance attributable to the Seller, an incorrect shipment, incomplete performance, or shipping damage, the Seller bears the justified cost of the necessary return collection and delivery of the exchange product.

1. Conditions for using the service

The exchange service can be used if:

• the product was purchased directly from the Dollcini.hu webshop;
• the customer reports the exchange request in writing within 14 calendar days of delivery of the product;
• the requested exchange product is in stock, and the exchange can be arranged logistically;
• the product to be returned meets the condition requirements specified in these terms;
• the customer accepts the exchange offer sent by Dollcini in writing, including the exchange product, the price difference, the service fee, and the method of processing.

Sending an exchange request in itself does not mean it is automatically accepted. The exchange can only be initiated after Dollcini's written approval.

The service can be used for delivery addresses where Dollcini can arrange the exchange transport with GLS or another courier service designated by it.

2. Conditions regarding the condition of the returned product

The exchange service can only be provided if the returned product:

• has not been put into actual, prolonged, or intended use beyond the extent necessary to establish the nature, characteristics, and functioning of the product;
• is clean and free from stains, hair, dust, and unpleasant odors;
• has not been washed, chemically treated, or cleaned in a way that changed its material or condition;
• is not damaged, torn, cut, broken, deformed, and does not show significant wear or signs of use;
• has not undergone non-factory repair, stitching, gluing, alteration, painting, or other intervention;
• is returned with all original parts, accessories, cushions, fastening elements, safety elements, user manual, and add-ons;
• is in a condition that allows it to be safely inspected, handled, and resold.

Use of the original packaging is strongly recommended. If the product came with a custom factory box, protective packaging, dust bag, or other product-specific packaging, please return that as well. Missing or significantly damaged packaging may lead to rejection of the exchange service if, as a result, the product's safe transport or resale cannot be ensured.

The courier does not inspect the condition or contents of the product. Final acceptance of the exchange is decided by Dollcini based on a warehouse condition inspection of the returned product.

3. Reporting an exchange request

Exchange requests can only be reported in writing to info@dollcini.hu by email.

The email subject may be:

Exchange request – #[order number]

Please include in the message:

• the order number;
• the customer's name and phone number;
• the exact name, color, and variant of the product to be returned;
• the exact name, color, size, or variant of the requested exchange product;
• the address suitable for receiving the package;
• clearly visible, current photos of the product's full condition, accessories, and packaging.

Dollcini may request additional photos, a video, or information if this is necessary for the preliminary assessment of the exchange. Preliminary approval based on photos does not replace the warehouse condition inspection after the product is returned.

4. Processing the exchange

The method of processing the exchange is determined by Dollcini based on the nature, value, size, assembled state, and safety purpose of the product, and it will be communicated in writing when the exchange is approved.

4.1. Advance return collection and condition inspection

As a general rule, the courier first collects the product to be returned. The exchange product is dispatched after inspection of the returned product and final approval of the exchange.

For high-value, oversized, assembled, child-safety, or other safety-purpose products - for example, a baby cot, baby furniture, carrier, or electrical product - advance return collection and condition inspection may be required in all cases.

4.2. Simultaneous GLS exchange

For certain standard products approved in advance, Dollcini may also offer simultaneous GLS exchange as a convenience option. In this case, the courier delivers the exchange product and collects the properly packed original product on the same occasion.

Simultaneous exchange is not automatically available, and Dollcini confirms it separately in writing. If the customer cannot hand over the return product in full and properly packed at the time of handover, the exchange may fail.

4.3. Packaging and handover

The customer must pack the product together with all accessories in a way suitable for transport. It is not recommended to stick a label directly onto the product's own factory box or product packaging, or to ship it without outer protective packaging.

Please place a note inside the package with the order number and the customer's name.

5. Condition inspection and rejection of the exchange

Dollcini may prepare a documented condition inspection of the returned product, which may include photos, video recording, an accessory list, and written findings.

The exchange service may be rejected in particular if:

• the product is used, dirty, stained, or has an unpleasant odor;
• the product is damaged, torn, cut, broken, deformed, or worn;
• there are visible signs of non-factory repair, stitching, gluing, or alteration;
• a part, accessory, cushion, fastening element, or packaging component is missing;
• the product suffered further damage due to improper packaging;
• the condition of the product does not meet the conditions of the voluntary exchange for hygiene, safety, or resalability reasons;
• the information or photo provided by the customer in advance differs materially from the condition of the product actually returned.

In the event of rejection, Dollcini will inform the customer in writing of the reason and the further options.

If the product has already been received, the customer may request its return upon payment of the current shipping fee, or - if the conditions for this are met - exercise the 14-day right of withdrawal by separate declaration. In the event of withdrawal, Return and refund policy applies, including the settlement of any documented depreciation in value.

6. Fee for the exchange service and territorial scope

6.1. Voluntary product exchange within Hungary

For delivery and return collection addresses in Hungary, the flat fee for the voluntary product exchange service is: gross 3 000 Ft.

The 3 000 Ft logistics fee includes the following:

• one courier collection of the original product to be returned; and
• one delivery of the approved exchange product.

The 3 000 Ft fee does not include any price difference between the two products, the cost of repeated unsuccessful courier collection or delivery, or the fee for extraordinary or special transport requirements.

The method of payment of the service fee is included in the exchange approval sent by Dollcini. The fee may be paid cash on delivery upon receipt of the exchange package, by bank transfer in advance, or by an electronic payment method offered by the Seller.

6.2. Voluntary product exchange outside Hungary

For addresses outside Hungary, the logistics fee for product exchange is not fixed. Dollcini provides a custom written shipping quote based on the return and redelivery address, package size, weight, number of packages, and the available courier service.

A cross-border exchange can only be initiated after the customer has accepted the custom fee and the full exchange settlement in writing.

6.3. Oversized product or product requiring special handling

For palletized, multi-package, or products that the courier service does not accept within the framework of standard parcel delivery, Dollcini may provide a custom shipping quote even if the collection address is in Hungary. The customer will be informed in writing of the different fee before the exchange is initiated.

6.4. Unsuccessful collection or delivery

If the exchange fails for reasons attributable to the customer - for example, incorrect address, unavailability, failure to properly pack or hand over the product to be returned, or refusal to accept the exchange package - an additional shipping fee may be charged for rearranging it. Dollcini will inform the customer of this in advance in writing.

6.5. Repair or replacement due to defective performance

If the investigation confirms that the reason for the exchange is defective performance attributable to the Seller, an incorrect shipment, incomplete performance, or shipping damage, the justified return collection and delivery costs necessary for lawful repair or replacement are borne by the Seller, and the customer will not be charged the 3 000 Ft voluntary exchange service fee.

If, based on the investigation, defective performance cannot be established, but the customer still wants another product, the exchange may continue as a voluntary product exchange, subject to compliance with these terms and the customer's prior written acceptance. In this case, the Hungarian 3 000 Ft fee, or for a foreign address the individually quoted logistics fee, applies.

7. Settlement of price and discount differences

The settlement value of the original product is the amount actually paid for the product, reduced by any coupon or other discount.

The settlement price of the exchange product is the webshop price valid at the time of Dollcini's written approval of the exchange, taking into account any discount separately indicated in the exchange offer.

A coupon or one-time discount used in the original order is not automatically transferred or reissued. The full settlement is communicated by Dollcini in writing before the exchange is approved.

7.1. Exchange to a more expensive product

If the price of the exchange product is higher than the settlement value of the original product, the customer must pay:

• the price difference between the two products; and
• the applicable fee for the exchange service.

The amount may be paid in the manner indicated in the exchange approval.

7.2. Exchange to a cheaper product

If the price of the exchange product is lower than the settlement value of the original product, Dollcini refunds the price difference between the products and settles the fee for the exchange service separately from that.

As a general rule, the refund is made using the same payment method as the original one. In the case of cash-on-delivery payment, the customer must provide the name of the bank account holder and the bank account number.

At the customer's express choice, the price difference may also be provided as store credit or as a coupon. Such credit may not be applied without the customer's express consent.

The courier does not pay out price differences in cash. The approved refund is made by Dollcini as a separate financial transaction.

7.3. Product of the same price

In the case of exchanging products of the same settlement value, only the applicable exchange service fee is payable.

8. Excluded products and cases

The exchange service cannot be used in particular for:

• products manufactured, engraved, labeled, or clearly personalized based on the customer's instructions or individual request;
• sealed products that cannot be resold after opening for health protection or hygiene reasons;
• used, washed, dirty, damaged, incomplete, repaired, or altered products;
• products whose condition does not allow safe transport, inspection, or resale;
• products not purchased from the Dollcini.hu webshop;
• delivery addresses or products for which the exchange transport cannot be arranged with the courier service used.

Additional product-specific exclusions or safety conditions may also appear on the product page, provided that the customer received clear information about them before placing the order.

9. Relationship between the exchange and consumer rights

Using the exchange service does not constitute a waiver of the consumer's statutory rights.

If the consumer expressly makes a withdrawal statement without giving reasons, the matter will be handled not under this voluntary exchange service, but under the Return and refund policy .

If the customer refers to a defect, missing item, incorrect product, or shipping damage, the matter will be investigated under the Warranty and guarantee terms and the applicable laws.

The exchange product issued within the exchange process will be invoiced as a new sales transaction or settled as a documented modification of the original transaction. Dollcini clearly communicates the applied settlement method in the exchange approval.

If the exchange product is sold as a new sales transaction, the consumer is entitled to a new 14-day withdrawal period from receipt of the exchange product. However, this does not automatically entitle the consumer to another discounted exchange service.

10. Frequency of using the service

The standard exchange service of 3 000 Ft can generally be used for one original order once.

Any additional exchange can only be provided based on individual approval and a separate shipping quote. This limitation does not affect the consumer's statutory right of withdrawal, warranty, or guarantee rights.

11. Contact

We accept your exchange request and questions about the service at the following contact details:

Email: info@dollcini.hu
Phone: +36 30 110 6226

The exchange can only be initiated after prior written approval from customer service. In the case of a product returned without prior coordination, the expedited exchange service cannot be guaranteed.

12. Amendment of the terms and final provisions

Dollcini is entitled to amend the terms of this voluntary service for the future or discontinue providing the service.

The amendment does not affect exchange processes previously approved by Dollcini in writing, and does not limit the customer's statutory mandatory rights.

In matters not regulated in these terms, Dollcini's General Terms and Conditions and the laws in force at any given time shall apply.

Effective: from July 30, 2026
Version: EXCHANGE-2026-07-30-R1