Dollcini Product Exchange Service – General Terms and Conditions

Dollcini Product Exchange Service – 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, version, or product instead of the product they ordered.

The HUF 3,000 fee shown on this page is the logistics fee for a voluntary product exchange requested by the customer for convenience or personal preference. This includes, for example, cases where the customer wants a different size, color, version, or product even though the product originally delivered conforms to the contract and is free from 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 non-conforming performance, statutory warranty, or guarantee. Such a report is not the same as the voluntary paid product exchange service.

In such cases, please email info@dollcini.hu and attach photos or a video. If the investigation confirms that the reason for the exchange is non-conforming performance attributable to the Seller, an incorrect shipment, incomplete performance, or damage during delivery, the Seller will bear the reasonable costs of the necessary collection and delivery of the replacement product.

1. Conditions for using the service

The exchange service is available if:

• the product was purchased directly from the Dollcini.hu online store;
• the customer submits the exchange request in writing within 14 calendar days of delivery of the product;
• the requested replacement product is in stock and the exchange can be arranged logistically;
• the product to be returned meets the condition requirements set out in these terms;
• the customer accepts the exchange offer sent by Dollcini in writing, including the replacement product, any price difference, the service fee, and the exchange procedure.

Submitting an exchange request does not in itself mean that it has been automatically accepted. The exchange may only be initiated after Dollcini has approved it in writing.

The service is available for delivery addresses where Dollcini can arrange the exchange shipment with GLS or another courier service it designates.

2. Conditions regarding the condition of the returned product

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

• has not been actually, extensively, or regularly used beyond what is necessary to establish its nature, characteristics, and functioning;
• is clean and free from stains, fur, dust, and unpleasant odors;
• has not been washed, chemically treated, or cleaned in any way that has altered its material or condition;
• is not damaged, torn, cut, broken, or deformed, and does not show significant wear or signs of use;
• has not undergone non-factory repairs, sewing, gluing, alterations, painting, or any other intervention;
• is returned with all original parts, accessories, cushions, fasteners, safety components, user instructions, and attachments;
• 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 result in the exchange service being refused if safe shipping or resale of the product cannot be ensured as a result.

The courier does not inspect the condition or contents of the product. Dollcini makes the final decision on accepting the exchange based on an inspection of the returned product at the warehouse.

3. Submitting an exchange request

Exchange requests may only be submitted in writing to info@dollcini.hu.

Suggested email subject:

Exchange request – #[order number]

Please include the following in your message:

• the order number;
• the customer's name and phone number;
• the exact name, color, and version of the product to be returned;
• the exact name, color, size, or version of the requested replacement product;
• an address where the parcel can be collected;
• clear, current photos showing the product's overall condition, accessories, and packaging.

Dollcini may request additional photos, a video, or information if needed to assess the exchange in advance. Preliminary approval based on photos does not replace the warehouse inspection after the product is returned.

4. How the exchange is handled

Dollcini determines how the exchange will be handled based on the product's nature, value, size, assembly, and safety function, and will notify the customer in writing when approving the exchange.

4.1. Collection and inspection before dispatch

As a general rule, the courier first collects the product to be returned. We will send the replacement product after inspecting the returned product and giving final approval for the exchange.

For high-value, large, assembled, child-safety, or other safety-related products, such as cribs, nursery furniture, carriers, or electrical products, collection and inspection before dispatch may be required in all cases.

4.2. Simultaneous GLS exchange

For certain standard products approved in advance, Dollcini may also offer a simultaneous GLS exchange as a convenience. In this case, the courier delivers the replacement product and collects the properly packaged original product at the same time.

A simultaneous exchange is not automatically available and will be confirmed separately in writing by Dollcini. If the customer is unable to hand over the product to be returned in full and properly packaged at the time of collection, the exchange may not be completed.

4.3. Packaging and handover

The customer must package the product for shipping together with all its accessories. We recommend not attaching a label directly to the product's factory box or packaging, or sending it without external protective packaging.

Please place a note in the parcel with the order number and customer's name.

5. Inspection and refusal of an exchange

Dollcini may document an inspection of the returned product, which may include photos, video footage, a list of accessories, and written findings.

The exchange service may be refused 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 signs of non-factory repairs, sewing, gluing, or alterations;
• a part, accessory, cushion, fastener, or packaging component is missing;
• the product has been further damaged due to inadequate packaging;
• the product does not meet the conditions for a voluntary exchange for hygiene, safety, or resale reasons;
• the information or photos previously provided by the customer differ substantially from the actual condition of the returned product.

If the exchange is refused, Dollcini will inform the customer in writing of the reason and the available options.

If the product has already been received, the customer may request that it be returned by paying the applicable shipping fee or, if the conditions are met, exercise the 14-day right of withdrawal by submitting a separate declaration. In the event of withdrawal, the Return and Refund Policy applies, including any accounting for documented depreciation.

6. Exchange service fee and geographic coverage

6.1. Voluntary product exchanges within Hungary

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

Exception – size exchanges for heated clothing: For heated clothing only, the logistics fee for the first size exchange is HUF 0, and the logistics fee for the second size exchange is HUF 3,000 gross. Any difference in product price is calculated separately. The general fee schedule in this section applies to other products.

The HUF 3,000 logistics fee includes:

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

The HUF 3,000 fee does not include any price difference between the two products, the cost of repeated unsuccessful courier collections or deliveries, or any charge for exceptional or special shipping requirements.

The method of payment for the service fee will be specified in the exchange approval sent by Dollcini. The fee may be paid cash on delivery when the exchange parcel is received, by advance bank transfer, or using an electronic payment method offered by the Seller.

6.2. Voluntary product exchanges outside Hungary

For addresses outside Hungary, the product exchange logistics fee is not standard. Dollcini will provide an individual written shipping quote based on the collection and redelivery addresses, parcel size, weight, number of parcels, and available courier services.

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

6.3. Large products or products requiring special handling

For palletized or multi-parcel products, or products that the courier service will not accept as standard parcels, Dollcini may provide an individual shipping quote even if the collection address is in Hungary. We will notify the customer in writing of the different fee before initiating the exchange.

6.4. Unsuccessful collection or delivery

If the exchange cannot be completed for reasons attributable to the customer, such as an incorrect address, unavailability, failure to properly package or hand over the product to be returned, or refusal to accept the exchange parcel, an additional shipping fee may be charged to arrange it again. Dollcini will notify the customer in writing in advance.

6.5. Repair or replacement due to non-conforming performance

If the investigation confirms that the reason for the exchange is non-conforming performance attributable to the Seller, an incorrect shipment, incomplete performance, or damage during delivery, the Seller will bear the reasonable collection and delivery costs necessary for a lawful repair or replacement, and the HUF 3,000 voluntary exchange service fee will not be charged to the customer.

If the investigation does not establish non-conforming performance but the customer still wants a different product, the exchange may proceed as a voluntary product exchange, subject to these terms being met and the customer's prior written acceptance. In this case, the fee schedule in section 6.1 applies to addresses in Hungary, including the special rule for the first and second size exchanges of heated clothing. For addresses outside Hungary, the individually quoted logistics fee applies.

7. Settlement of price differences and discounts

The settlement value of the original product is the amount actually paid for it, after deducting any coupon or other discount.

The settlement price of the replacement product is the online store price in effect when Dollcini approves the exchange in writing, taking into account any discount specifically listed in the exchange offer.

A coupon or one-time discount used on the original order will not automatically be transferred or reissued. Dollcini will provide the full settlement in writing before approving the exchange.

7.1. Exchange for a more expensive product

If the replacement product costs more than the settlement value of the original product, the customer must pay:

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

The amount may be paid using the method specified in the exchange approval.

7.2. Exchange for a less expensive product

If the replacement product costs less than the settlement value of the original product, Dollcini will refund the price difference between the products and settle the exchange service fee separately.

As a general rule, refunds are made using the same method as the original payment. For cash-on-delivery payments, the customer must provide the account holder's name and bank account number.

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

The courier will not pay any price difference in cash. Dollcini will issue the approved refund separately as a financial transaction.

7.3. Product of the same price

If products with the same settlement value are exchanged, only the applicable exchange service fee is payable.

8. Excluded products and cases

The exchange service is not available in particular for:

• products made to order at the customer's request, engraved, inscribed, or clearly personalized;
• sealed products that cannot be resold after the packaging has been opened for health or hygiene reasons;
• products that are used, washed, dirty, damaged, incomplete, repaired, or altered;
• products whose condition does not allow for safe shipping, inspection, or resale;
• products not purchased from the Dollcini.hu online store;
• shipping addresses or products for which the exchange shipment cannot be arranged with the courier service used.

The product page may include additional product-specific exclusions or safety conditions, provided the customer was clearly informed of 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 submits a declaration of withdrawal without giving a reason, the matter will be handled under the Return and Refund Policy rather than under this voluntary exchange service.

If the customer reports a defect, missing items, an incorrect product, or damage during delivery, we will investigate the matter under the Warranty and Guarantee Terms and applicable laws.

A replacement product provided through the exchange process will be invoiced as a new sales transaction or accounted for as a documented amendment to the original transaction. Dollcini will clearly state the method of settlement used in the exchange approval.

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

10. Frequency of use

As a general rule, the HUF 3,000 standard exchange service may be used once per original order.

For size exchanges of heated clothing, the special rule in section 6.1 applies: the logistics fee for the first size exchange is HUF 0, and the logistics fee for the second size exchange is HUF 3,000 gross. This exception applies only to heated clothing.

Further exchanges may be provided only with individual approval and a separate shipping quote. This restriction does not affect the consumer's statutory rights of withdrawal, statutory warranty, or guarantee.

11. Contact

Please send your exchange request or any questions about the service to:

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

An exchange may only be initiated after prior written approval from customer service. The expedited exchange service cannot be guaranteed for products returned without prior arrangement.

12. Changes to these terms and final provisions

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

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

Matters not covered by these terms are governed by Dollcini's General Terms and Conditions and the laws in force at the relevant time.

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