FAQs

Shipping and Delivery

1. How much does shipping cost?

Shipping is free for all orders within Poland.

2. How long does it take to process my order?

After receiving your order, we usually take 1–2 business days to prepare it for shipment.

3. How long does delivery take?

Standard orders are typically delivered within 5–10 business days. Personalized or special orders may take 15–25 business days. If no date is specified, delivery will occur within 30 calendar days from the purchase confirmation.

Returns and Right of Withdrawal

1. How long do I have to return an item?

You may return your order within 14 calendar days from the date you receive it, without giving a reason.

2. Who pays the return shipping?

Return shipping is the customer’s responsibility if returning without reason. For defective, damaged, or incorrect products, DualTouch provides a prepaid shipping label and covers all return shipping costs.

3. How do I process a return?

Contact us at contact@dualtouch.pl to notify us of the return. For defective or incorrect products, we will send a prepaid return label and instructions. Pack the item securely with all accessories, manuals, and original packaging. Send the package to the address below.

4. Return address

Important: Returns sent without prior authorization cannot be accepted.

5. Are restocking fees charged?

No, we do not apply restocking fees. Once the return is approved, you will receive a full refund of the purchase price, except for any reduction in value due to improper use.

6. Responsibility for decrease in value

You are only responsible for any decrease in product value resulting from handling beyond what is necessary to check the nature, features, and functioning of the item.

7. Which items cannot be returned?

Some products are non-returnable, including opened or used products that cannot be resold as new, products that have been damaged, tampered with, or improperly installed, electronic products requiring activation or linked to personal accounts, software, digital cards, download codes, or electronic content, and products purchased on clearance or marked as “Final Sale”.

8. When will I receive my refund?

Refunds are processed using the original payment method within a maximum of 10 business days after we receive and approve the returned item. Bank processing times may vary depending on your provider.

Payment

1. Which payment methods do you accept?

We accept PayPal, credit and debit cards (Visa, Mastercard, American Express), and Klarna when available. Available options are shown in the final step of checkout.

Contact and Customer Service

1. How can I contact customer service?

You can reach us by email at contact@dualtouch.pl (24/7) or by phone at +48 579 114 090.

2. Phone support hours

Monday to Friday, 09:00–18:00 CET. Emails are answered as quickly as possible, even outside these hours.

About Us

1. Who is behind DualTouch?

DualTouch is a brand created for gamers. Our mission is to provide quality products, fast service, and support for gamers in Poland.