Customer Cooperation Obligations

Rules of cooperation necessary for order processing, furniture delivery, installation, returns, and after-sales service.

General principle: customer cooperation helps facilitate preparation, delivery, installation, and the processing of after-sales requests, without reducing the mandatory consumer rights recognized under applicable rules.

1. Accuracy of Information Provided

The customer must provide accurate and sufficiently complete information when required for order processing, delivery, or after-sales service.

Before confirming the order, the customer is asked to check the entered information and report any errors as soon as possible.

Incorrect or incomplete information may make delivery or processing of the request in question more difficult.

2. Verification of Dimensions and Access to the Delivery Location

Sofas, tables, chairs, cabinets, storage furniture, and other furnishings may have large dimensions.

Before ordering bulky furniture, the customer is asked to check the dimensions indicated on the product page and their compatibility with the intended space.

This verification helps reduce handling difficulties related to the physical characteristics of the delivery location.

3. Availability for Delivery

The customer must provide contact details that reasonably enable the delivery of the order and review any delivery information provided as part of the shipping process.

When delivery requires action by the recipient, the recipient is asked to follow reasonable instructions provided by the carrier or by dadoanddowel.

For bulky or fragile furniture, appropriate cooperation from the recipient may be necessary to ensure the product is delivered in good condition.

Carriers used for orders destined for France may include DHL Express, UPS® and FedEx.

4. Reasonable Inspection Upon Receipt

Upon receipt of a product, it is recommended to inspect the exterior condition of the package and the furniture as soon as reasonably possible.

If visible damage is found, the customer may keep items useful for examining the situation.

These recommendations facilitate the review of a claim and do not constitute a condition intended to remove consumer rights when the product is defective, damaged, or non-compliant.

5. Furniture Assembly and Installation

When a piece of furniture requires assembly or installation, the customer must follow the instructions provided with the product.

Before assembly, it is recommended to check that the necessary parts and accessories are present and that the work area allows for proper installation.

If a difficulty, missing part, or defect is found before or during assembly, the customer may stop the operation when continuing reasonably risks worsening the damage and contact our customer service.

Damage resulting exclusively from assembly performed contrary to the instructions may be distinguished from a product defect, subject to applicable rules and the circumstances of the case.

6. Custom Products and Information Verification

When a product is made according to specifications provided by the customer, the customer must carefully check the submitted information before confirming the order.

This information may include dimensions, features, or other customization elements presented in the ordering process.

An error in a specification provided by the customer may affect the result of the custom product when manufacturing is carried out in accordance with the information actually provided.

This provision does not limit consumer rights when a custom product does not match the validated specifications, is defective, or has a defect falling under the seller's responsibility.

7. Cooperation with After-Sales Service

When a customer reports a problem with a piece of furniture, dadoanddowel may request the information reasonably necessary to identify the order and examine the problem.

Any request for information must remain proportionate to the nature of the problem and cannot be used to prevent the exercise of a consumer's legal right.

8. Preparing a Return

For bulky, heavy, or fragile furniture, the customer is asked to contact our customer service before arranging the return to obtain the instructions appropriate for the product in question.

The furniture must be prepared in a way that reasonably reduces the risk of deterioration during return transport.

When the original packaging is still available and suitable for the return, its use is recommended.

The customer must follow the reasonable logistical instructions provided as part of the return, provided they are compatible with their legal rights and proportionate to the characteristics of the furniture.

9. Address Changes and Changes After Ordering

When delivery information needs to be changed, the customer is asked to contact dadoanddowel as soon as possible.

A change may be applied only when it is still technically and logistically possible before shipping or before a stage of transport reasonably prevents this change.

A change requested after the order has been handed over to the carrier cannot be guaranteed.

For any change request, contact customercare01@dadoanddowel.com.

10. Reasonable Use of Return and Complaint Procedures

The customer must provide truthful information when requesting a return, refund, replacement, or compensation.

It is prohibited to deliberately submit falsified information, artificially alter a product to create the appearance of a defect, or submit multiple incompatible claims regarding the same damage.

dadoanddowel may conduct reasonable checks when necessary to prevent fraud or examine a claim, without using these checks disproportionately.

No provision regarding abusive claims may be used to refuse a legitimate recourse when the consumer has a right provided by applicable rules.

11. Respect for Consumer Rights

The cooperation obligations described on this page are intended to enable more efficient order fulfillment and after-sales service.

They must not be interpreted as imposing disproportionate formalities on the consumer or as conditioning the existence of a right recognized by applicable regulations.

In particular, the absence of a photograph, original packaging, or immediate inspection upon delivery does not automatically remove a legal right regarding a defective or non-compliant product.

When a cooperation obligation and a mandatory consumer protection rule are incompatible, the applicable mandatory rule prevails.

12. Contact and Support

For any questions regarding an order, delivery, address change, assembly, return, or after-sales request, contact our customer service.

dadoanddowel · Customer Cooperation Obligations