Duoiba Refund & Returns Policy

This Refund & Returns Policy explains how refunds, returns, and dispute resolution work on Duoiba.com (“Duoiba”, “we”, “us”, or “our”). This policy applies to all buyers, vendors, and dropshippers using the Platform.

By placing an order on Duoiba, you agree to this policy.

1. Overview

Duoiba is a multi-vendor marketplace. Products are sold by independent Sellers (Vendors and Dropshippers). Duoiba provides Buyer Protection to help resolve eligible issues but is not the direct seller of most products.

Refunds and returns are subject to this policy, Seller policies, product category rules, and Nigerian consumer protection laws.

2. Buyer Protection Coverage

Duoiba Buyer Protection may apply in cases of:

• Item not delivered

• Item significantly different from description

• Item damaged or defective on arrival

• Wrong item delivered

Buyer Protection is subject to verification and approval.

3. Timeframes for Requests

Buyers must submit refund or return requests within:

• 48 hours of delivery for damaged, defective, or wrong items

• 7 days of expected delivery date for non-delivery claims

Requests submitted outside these windows may not be eligible.

4. Non-Returnable & Non-Refundable Items

Unless required by law, the following items may not be eligible for return or refund:

• Perishable goods (e.g., food, flowers)

• Intimate or personal care items (e.g., underwear, cosmetics) if opened

• Digital products or services

• Customized or made-to-order items

• Items marked as “Final Sale”

• Items damaged due to buyer misuse

5. Return Conditions

To be eligible for a return:

• Item must be unused and in original condition

• Original packaging, tags, and accessories must be included

• Proof of purchase is required

• Return must be approved before shipping the item back

Unauthorized returns may be rejected.

6. Return Shipping

• If the return is due to Seller error (wrong item, defect, not as described), return shipping may be covered

• If the return is due to buyer preference (where allowed), buyer may bear return shipping costs

• Logistics arrangements may be handled by Duoiba or approved courier partners

7. Refund Processing

Once the returned item is received and inspected:

• Approved refunds will be processed to the original payment method or Duoiba wallet

• Processing timelines: 5–14 business days, depending on banks and payment providers

• Shipping and service fees may be non-refundable unless required by law

8. Partial Refunds

Partial refunds may be issued in cases where:

• Item shows signs of use

• Missing parts or packaging

• Damage not due to Seller fault

9. Cancellations

9.1 Before Shipment

Orders canceled before shipment may be eligible for a full refund.

9.2 After Shipment

Orders canceled after shipment may be treated as returns and subject to this policy and applicable shipping fees.

10. Dispute Resolution

If a Buyer and Seller cannot reach an agreement:

• The Buyer may escalate the issue to Duoiba Support

• Duoiba will review evidence from both parties

• Duoiba reserves the right to make a final determination under Buyer Protection

11. Abuse & Fraud Prevention

Duoiba reserves the right to:

• Deny refunds in cases of suspected abuse or fraud

• Suspend or terminate accounts involved in repeated abuse

• Withhold refunds during investigations

12. Seller Responsibilities

Sellers are responsible for:

• Providing accurate product descriptions

• Ensuring quality control

• Honoring approved returns and refunds

• Cooperating with Duoiba during disputes

Failure to comply may result in penalties, fund holds, or account suspension.

13. Force Majeure & Third-Party Delays

Duoiba is not responsible for delays or failures caused by:

• Courier companies

• Natural disasters

• Government actions

• Events beyond reasonable control

14. Policy Updates

Duoiba may update this policy at any time. Updates will be posted on the Platform and take effect immediately unless stated otherwise.

15. Contact for Refunds & Returns

To request a refund or return:

• Log into your Duoiba account and submit a request

• Or contact Duoiba Support:
  Email: support@duoiba.com
  Phone/WhatsApp: +2347087933715