Refund policy

This Refund Policy applies to the payments you (the merchant using DropshipDuo) make to DropshipDuo for products, fulfillment services, shipping and payment agency services. It forms part of our Terms of Service and expands on section 9, “Returns and after-sales”.

It does not apply to your customers. You are the seller to your customers, and your store’s refund and returns policy towards them is yours to set and manage. We can help with your customers’ return logistics, but whether to refund a customer is your decision.

If an order goes wrong because of us, we will reship it or refund you, as appropriate. This includes:

• Picking or packing errors — the wrong product, variant, size or quantity;
• Products that do not meet the specification agreed in the quote, or have defects our inspection should have caught;
• Products damaged while stored, handled or packed in our warehouse;
• Paid orders that we cancel, for example because an item is out of stock or cannot be sourced;
• Duplicate charges, or charges that do not match the quote or fee breakdown.

For defective or incorrect items we may ask for photos or video and, where needed, for the item to be returned so we can verify it.

In the following cases a refund is generally not available, and the related costs are yours:

• Your customer simply doesn’t want the item (for example, a change of mind or the wrong size ordered) — we can help process the return, but return shipping and handling costs are yours;
• Problems caused by an incorrect or incomplete shipping address, contact details or product information you provided;
• Import duties, taxes and customs fees in the destination country, and delays caused by customs inspections, carrier disruption or other events outside our reasonable control;
• Custom or print-on-demand items already produced from the artwork you supplied, unless the item itself is defective;
• Minor variations in colour, size or packaging as described in section 7 of the Terms of Service.

• Before sourcing starts: you can cancel and the amount paid is refunded in full to your balance.
• After we’ve ordered from the supplier or production has started: we’ll do our best to cancel; the refund is reduced by costs already incurred that can’t be recovered (such as product cost or custom production), itemised in the fee breakdown.
• After shipment: the order can no longer be cancelled and is handled as a return.

Delivery times are estimates provided by carriers and are not guaranteed. If a parcel is lost or damaged in transit, report it through the dashboard promptly. We will open a claim with the carrier and arrange a reshipment or refund based on the outcome of the claim and the circumstances.

Keeping your customer’s photos of the parcel and the item helps us resolve claims faster.

When you use our payment agency service, funds are released to the supplier only after the order passes inspection.

If products fail inspection, we work with the supplier on a replacement or restock; if that isn’t possible, the related amount is refunded to your balance.

Submit a request through the after-sales section of your DropshipDuo dashboard, contact your dedicated account manager directly (live chat, WhatsApp or Slack), or email support@dropshipduo.com. Please include:

• the order number;
• a description of the problem;
• photos or video showing the issue, where relevant.

Please report problems as soon as you notice them, and within the after-sales window shown in your dashboard. Your account manager will review the request and agree a reshipment or refund with you — usually within a day.

• Unless agreed otherwise, refunds are credited to your DropshipDuo balance once approved and can be used straight away for your next orders.
• If you need a refund to your original payment method, contact your account manager. Timing then depends on your payment provider and bank.
• The refund amount follows the fee breakdown and covers the product cost, fulfillment fee and shipping for the refunded portion. Currency conversion differences and fees charged by third-party payment providers may not be recoverable.

• You can close your account at any time. Any remaining positive balance is refunded to you after outstanding amounts are settled.
• If you have a question about a charge, please contact us first — most issues can be resolved quickly. Raising a chargeback with your bank or payment provider may pause processing of the related orders until the payment is settled.

We may update this policy from time to time and will change the “Last updated” date above; we will notify you of material changes by email or in the dashboard before they take effect. Requests submitted before a change are handled under the policy in force when they were submitted.

Questions about this policy: support@dropshipduo.com