Refund & Return Policy

1. Application for Returns/Refunds

1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Customer may apply for return of the purchased items (“Item”) and/or refund

2. Application for the Return of an Item

2.1 Customer may only apply for the refund and/or return of the Item in the following circumstances:

  • The Item has not been received by Customer;
  • The Item was defective and/or damaged on delivery;
  • The Item received is incomplete (missing quantity or accessories);
  • Merchant has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Customer;
  • The Item delivered to Customer is materially different from the description provided by Merchant in the listing of the Item;
  • The Item received is a counterfeit item;
  • The Item received has physical damage (e.g. dented, scratched, shattered);
  • The Item received is faulty (e.g. malfunction, does not work as intended);
  • By way of private agreement with Merchant and Merchant must send his/her confirmation to DOZO confirming such agreement; or

2.2 Customer’s application must be submitted via the DOZO e-shop platform.

2.3 DOZO will review each Customer’s application on a case-by-case basis and, in its sole discretion, determine whether Customer’s application is successful.

2.4 Please note that, if required by the respective Merchant’s, Customer must ship the Item to a location designated by the Merchant within five (5) calendar days after the return request is raised.

2.5 The approval of your request for refund and return will be made by the respective Merchant’s in its sole discretion.  Customer acknowledges and agrees that the Merchant’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against DOZO in relation to such decision.

2.6 In the event where Customer has commenced legal action against Merchant, Customer may provide the formal notification from the appropriate authority to DOZO to request DOZO to continue to hold the purchase monies until a formal determination is available. DOZO will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. Condition of Returning Item

3.1 To enjoy a hassle-free experience when returning the Item, Customer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to the respective Merchant in the condition received by Customer on delivery. We will recommend Customer to take a photo of the Item upon receipt.

4. Liability of Return Shipping Fee
  1. In the scenario of an unforeseen error from the Merchant's end (i.e. - damaged, faulty or wrong Item delivered to the Customer), the Merchant will bear Customer's return shipping fee.
  2. In the scenario of the Customer's change of mind, Customer shall get Merchant's consent prior to the return request and Customer will bear the return shipping fee.
  3. In the scenario where both Merchant-Customer disputing the party liable for the return shipping fee, DOZO at its sole discretion will determine the party liable for the return shipping fee.
5. Refunds

5.1 Customer will only be refunded after DOZO has received the confirmation from Merchant that Merchant has received the returned Item. In the event where DOZO does not hear from Merchant within a specified time, DOZO will be at liberty to refund the applicable sum to Customer without further notice to Merchant. The refund may be made to Customer’s credit/debit card or designated bank account, whichever is applicable.

6. Communication Between Customer and Merchant

6.1 DOZO encourages Users to communicate with each other in the event where problem arises in a transaction. As DOZO is a platform for Users to conduct trading, Customer should contact Merchant directly for any issue relating to the Item purchased.