1. Refund Request Timing

Buyers are entitled to request a full refund for orders not dispatched within the timeframe indicated on the order page, as per the estimated processing time..

Return & Refund TypeDoba Rules

For Unshipped OrdersThe Return & Refund request is made after the stated processing time.

  Doba will refund the order.

The Return & Refund request is made within the stated processing time.

Upon receipt of a refund request from the buyer, the supplier must act on it—either accept or reject—within three business days. Should the supplier not address the request within this period, Doba will issue the refund.

Please be aware that even if the order is within the specified processing time, the supplier is still required to process refund requests within the aforementioned three-business-day window.For Shipped OrdersThe Return & Refund request is made after the order has been shipped.

Upon receipt of a refund request from the buyer, the supplier must act on it—either accept or reject—within three business days. Should the supplier not address the request within this period, Doba will issue the refund.

Please be aware that even if the order is within the specified processing time, the supplier is still required to process refund requests within the aforementioned three-business-day window.

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2. Goods Returned in Transit

For orders fulfilled by the supplier: If a package is returned to the supplier due to a logistics carrier error in transit and the buyer requests a refund, the supplier is required to process the refund within three business days of the refund request. Conversely, if the buyer chooses redelivery, the supplier must begin reshipment within five business days of receiving the redelivery request.

Exceptions to this Policy, which may preclude the supplier's obligation to refund or redeliver, include, but are not limited to:

- The provision of an incorrect or incomplete address by the buyer.

- The refusal of the buyer's recipient to accept the goods. This does not apply in instances where the buyer has cancelled the order upon the recipient's request and the supplier has consented to the refusal of delivery.

For pick-up orders: The supplier bears no responsibility for issues related to logistics.

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3. Goods Destroyed in Transit

For orders fulfilled by the supplier: If the package or goods are damaged during transit and the buyer provides proof, such as a screenshot from the logistics website confirming the damage, the supplier is obligated to process a refund within three business days of the refund request. Alternatively, if the buyer requests redelivery, the supplier should initiate the process within five business days of the request.

For pick-up orders: The supplier holds no responsibility for any issues related to logistics.

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4. Wrong Receipt Information

If the buyer enters incorrect recipient information for an order, they should promptly reach out to the supplier through the "Contact Seller" option or get in touch with Doba customer service to request an update of the order with the correct recipient information.

Please be aware that requests for correcting recipient information or cancelling an order are not guaranteed to be fulfilled.

Should the order have already been dispatched, it is the buyer's responsibility to contact the logistics company directly to provide the accurate information.

If goods are shipped to an incorrect address because the buyer provided wrong information, the supplier has the discretion to determine if they will accept the return of the products and issue a refund. Buyers should confirm with the supplier if they are willing to accept the return and provide a refund. In cases where the supplier consents to the return, the buyer will be accountable for the return shipping expenses.

Should the order be uncorrectable or non-returnable, the buyer must absorb any associated losses.

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5. Defective Products

Including package breakage/significantly not as described/missing or wrong goods/quality problems.

Upon receipt, if the buyer encounters issues such as a damaged package, items significantly not as described, missing or wrong goods, or other quality problems, the buyer should submit a refund or redelivery request along with valid proof. Valid proof may include photos or videos that clearly demonstrate the issue with the goods received. Once the request is filed on Doba, the supplier is required to review the provided evidence and respond within three business days.

If the supplier, upon reviewing the proof, finds that it does not clearly show the problem, or if Doba's examination of the proof also determines it to be unclear, the evidence is considered invalid. In such cases, both the supplier and Doba reserve the right to deny the buyer's request for a refund.

If the buyer's evidence clearly demonstrates an issue upon review by the supplier or Doba, the review process should not exceed three business days. Should a return be necessary for a refund, the supplier must provide the buyer with a prepaid return label within three business days following the approval of the proof. The supplier is then required to issue a refund when the tracking information provided by the buyer indicates that the return is in transit, which must also occur within three business days.

If the goods do not need to be returned, the supplier must process the refund within three business days of receiving the refund request.

In the event that the buyer opts for redelivery and the proof is deemed valid, the supplier must initiate the redelivery within five business days of the proof being approved. It should be noted that suppliers reserve the right to issue a refund instead if there is no stock available for redelivery. Alternatively, buyers may choose to reorder the products once they are back in stock.

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6. Logistics Issues

6.1 Invalid Tracking Information

If Doba confirms that the tracking number provided is incorrect and the supplier does not supply the correct tracking information within three business days, Doba will issue a refund for the order.

6.2 Untimely Tracking Info Updates

For orders fulfilled by the supplier: Should there be no update on the tracking information for more than seven business days as indicated on the logistics website, and the buyer requests a refund, Doba requires the supplier to process the refund within three business days of the buyer's request.

For pick-up orders: The supplier is not held responsible for any logistics-related issues.
Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances, where standard logistics operations might be disrupted.

6.3 Extended Shipping Delays

For orders fulfilled by the supplier: If the actual transit time surpasses the estimated delivery time by 10 days or more, and the supplier does not offer any valid updated tracking information, the buyer is entitled to request a refund. Upon such a request, Doba mandates that the supplier must issue the refund within three business days.

For pick-up orders: The supplier is not liable for any issues related to logistics.

Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances, where standard logistics operations might be disrupted.

6.4 Logistics Execution Rules

Buyers are required to familiarize themselves with the shipping options provided by the supplier before placing an order. If multiple shipping methods are offered by the supplier at the point of order, the supplier must dispatch the order according to the buyer's selected logistics choice. Non-compliance allows the buyer to seek a refund. However, if the product listing indicates "Seller-Selected Shipping (Buyer Cannot Choose)," the supplier retains the discretion to choose the shipping method, and any specific logistics requests made by the buyer at the time of order will not be accommodated.

6.5 Restrictions on Combined Shipments

Upon receipt of an order, the supplier must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless the supplier has received explicit consent from the buyer for such consolidation.

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7. Miscellaneous

During public holidays, pandemics, extreme weather conditions, or other exceptional situations, buyers should reach out to help@doba.com or contact the supplier via the "Contact Message" feature in their Doba account to address any product or logistics concerns.

Doba commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from Doba on such matters within a maximum of two weeks after notification.

If buyers are dissatisfied with the resolution of post-sale issues, they are obligated to initiate a dispute with Doba, which will facilitate the handling of the after-sale matters.

 

Last updated Sep 24, 2025 22:22:27 (PST)