Doba reserves the right to update the rules when necessary, and the updated version will be published on Doba.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Doba immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Doba.
If a supplier publishes their own Return & Refund Policy on the product introduction page (which includes, but is not limited to the warranty time, return without reason rules, non-returnable items, and other standards) their own policy shall prevail in case of conflict with this policy.
For after-sales issues, buyers should file a return & refund application within 25 days of the delivery date. The supplier reserves the right not to provide any after-sales service after that time.
Once the buyer submits the after-sales application, the buyer needs to provide evidence (as the clause states below) to the supplier or Doba. If the buyer cannot provide compelling evidence as quickly as possible, the supplier and or Doba has the right to reject the return and refund application.
All items must be returned in good condition with original box/packaging, including manufacturer tags, parts, and accessories.
Whether the evidence is compelling or not will ultimately be determined by Doba.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
| Return & Refund Type | Doba Rules | ||
| For Unshipped Orders | The 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. | The supplier has 3 working days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 3 working days, Doba will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | ||
| For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 10 working days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 working days, Doba will refund the order. | |
If the order has not shipped, the buyer may request the supplier update with the correct information.
If the order has already shipped, it is the buyer's responsibility to contact the logistics company with the correct information.
If the supplier agrees to the refund application, the buyer must send back the product at his/her own expense and upload the return tracking info as quickly as possible. After the supplier receives the returned items without any damage, a portion of the order amount may be deducted as the repacking & restocking fee.
If the order cannot be corrected or returned, the buyer shall bear any corresponding losses.
Note: the supplier has the right to reject the refund application under this circumstance.
The buyer may apply for a return and refund for non-defective products.
If the supplier agrees to the buyer's refund application, the buyer must send back the product at his/her own expense and upload the return tracking info as quickly as possible. After the supplier receives the returned items without any damage, a portion of the order amount will be deducted as the repacking & restocking fee.
Note: the supplier has the right to reject the refund application under this circumstance.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), he/she may contact help@doba.com or contact the supplier through their Doba account using the order "Contact Message" option. This must be done within 5 business days of the delivery day. The buyer must provide evidence to prove the problem (pictures of broken products and a package outer box with a shipping label on it). The supplier may refuse the refund application if the buyer fails to provide compelling evidence as quickly as possible.
For any problem raised in the process of using the product, the buyer shall contact help@doba.com or contact the supplier through their Doba account using the order "Contact Message" option. This must be done within 30 days of the delivery day The buyer must provide relevant pictures or videos as evidence. If it is after 30 days of the delivery time, or the buyer provides insufficient evidence, the supplier or Doba may refuse the refund application.
If the supplier agrees to refund, the buyer shall return the goods as quickly as possible and upload the tracking number. The supplier will refund in full upon receipt.
The supplier may offer a replacement for the product. If the buyer agrees to this, the buyer shall return and upload the tracking number as quickly as possible. The supplier will reship the product upon receipt. If both parties fail to reach an agreement, the buyer shall contact Dobamvia help@doba.com and provide relevant evidence (picture or video of the problem goods). Once the evidence is verified, Doba will assist the buyer to get a corresponding refund.
5.1 Invalid tracking information
If Doba verifies the tracking number is wrong, and the supplier fails to provide the correct one as quickly as possible, Doba Will assist the buyer to get a full refund.
5.2 Untimely tracking info updates
If there is no update of the tracking info for more than 10 business days (from the time in the logistics website tracking info), the buyer shall contact help@doba.com or contact the supplier through their Doba account with the order "Contact Message" option for a solution.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
5.3 Package not received
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide proof of delivery, the buyer shall contact help@doba.com or contact the supplier through their Doba account with the order "Contact Message" option for a solution.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact help@doba.com or contact the supplier through their Doba account with the order "Contact Message" option to solve the goods or logistics issue.
Doba will try its best to assist buyers in these special circumstances in a timely manner. After notifying Doba, Buyers should expect a decision from Doba on these types of issues no later than two weeks.
