Refund & Return Policy

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Refund & Return Policy

Our Return and Refund Policy was last updated October 11th, 2022

Thank you for shopping at Dofeli.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. The following terms are applicable for any products that You purchased with Us.

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

 

  • “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Dofeli.
  • “Goods” refers to the items offered for sale on the Service.
  • “Orders” means a request by You to purchase Goods from Us.
  • “Service” refers to the Website.
  • “Website” refers to Dofeli, accessible from dofeli.com.
  • “You” means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

 

Refunds

If you are not satisfied with your purchase or believe there was an error, please contact us at dofelishop@gmail.com as soon as possible. Some orders may qualify for a refund without requiring a return.

For purposes of refunds under this section, forty percent (40%) of the amount paid for the affected item(s) shall be considered shipping, handling, processing, preparation, and logistics costs and shall be non-refundable. The remaining sixty percent (60%) shall be considered the value of the affected Goods and shall be the maximum amount eligible for a refund, subject to the conditions of this Policy.

  • If the Goods have not been shipped by Us:
    • In this case, We may process a refund within 7 business days after the request. The applicable refund may include the full amount paid, subject to any applicable exceptions or charges stated in this Policy.
  • The Goods were delivered within the last 3 days and their expiration date has passed:
    • In this case, We will require photographs of the product to confirm the condition. If approved, the refund will correspond to up to sixty percent (60%) of the amount paid for the affected Goods, representing the product value. The remaining forty percent (40%) allocated to shipping, handling, processing, preparation, and logistics costs is non-refundable.
  • The Goods were delivered within the last 3 days and their integrity has been compromised (such as damaged packaging, spoiled, or broken Goods):
    • In this case, We will require photographs of the product to confirm the condition. If approved, the refund will correspond to up to sixty percent (60%) of the amount paid for the affected Goods, representing the product value. The remaining forty percent (40%) allocated to shipping, handling, processing, preparation, and logistics costs is non-refundable.

If your Order does not fall into the categories above, We may require the Goods to be returned before determining whether a refund is available. Please see the following section regarding Returns.

 

 

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • You sent us an email at dofelishop@gmail.com explaining the reasons why you would like to return the Goods.
  • The Goods were delivered in the last 14 days.
  • The Goods are in the original packaging.
  • If the Goods are food, they cannot be expired or have less than three months to expire.
  • The supply of Goods made to Your specifications or clearly personalized.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We will reimburse You no later than 7 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

Dofeli

Calle A #14

Reparto Perelló

Santiago

Santiago de los Caballeros, 51000

Dominican Republic

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

 

International Shipments Returned Due to Customs or Import Restrictions

Customers placing international orders are solely responsible for determining, before completing their purchase, whether the Goods ordered may be legally imported, received, possessed, or delivered in the destination country, and for determining and complying with any applicable customs requirements, import restrictions, permits, licenses, duties, taxes, documentation requirements, or other governmental requirements.

Dofeli cannot guarantee that any particular product will be admitted into or released by the customs authorities of the destination country. Customs laws, import regulations, and enforcement practices vary by country and may change without notice. It is the customer’s responsibility to make any necessary inquiries with the appropriate customs authorities, governmental agencies, postal services, or customs brokers before placing an Order.

If an Order has been completed, shipped by Us from the Dominican Republic, and subsequently refused, rejected, detained, abandoned, returned, or otherwise sent back to Us as a result of customs regulations, import restrictions, missing permits or documentation, unpaid customs duties or taxes, failure by the customer to complete required customs procedures, refusal or failure to accept the shipment, or any other import-related matter in the destination country that is not caused by an error on Our part, the following conditions shall apply:

For purposes of this policy, forty percent (40%) of the total amount paid for the affected Order shall be deemed to represent shipping, handling, processing, preparation, and logistics costs. This portion is non-refundable once the Order has been shipped.

The remaining sixty percent (60%) of the total amount paid shall be deemed to represent the value of the Goods. Any refund of this portion, whether partial or complete, shall be determined by Dofeli after the returned shipment has been physically received and inspected by Us.

The fact that the Goods are returned to Dofeli does not automatically entitle the customer to a refund of the Goods portion of the Order.

When determining whether any refund of the Goods portion will be issued, and the amount of any such refund, We may consider, among other relevant circumstances:

  • The physical condition of the returned Goods;
  • Whether the original packaging remains intact;
  • Whether the Goods have been opened, handled, damaged, contaminated, altered, or otherwise affected during shipment, customs inspection, storage, or return transportation;
  • The expiration date or remaining usable life of the Goods;
  • Whether the Goods can legally, safely, and commercially be placed back into Our inventory;
  • Whether the Goods can reasonably be resold;
  • The costs incurred by Dofeli in receiving, inspecting, storing, processing, disposing of, or otherwise handling the returned shipment;
  • Any fees, charges, penalties, duties, taxes, or return transportation costs imposed on Dofeli in connection with the returned shipment; and
  • Any other circumstance reasonably affecting the value or resaleability of the returned Goods.

Depending on these circumstances, Dofeli may determine that the refundable amount of the Goods portion is zero, partial, or up to the full amount allocated to the Goods. Under no circumstances shall the forty percent (40%) shipping and handling portion described above be refundable when this section applies.

Any refund under this section will only be considered after the returned shipment has been physically received by Dofeli and its condition has been verified.

This section does not apply when the return of the shipment is directly caused by an error attributable to Dofeli, such as shipping Goods materially different from those ordered or providing incorrect shipment information where such error is the direct cause of the customs return.

Nothing in this section is intended to limit any non-waivable rights that a consumer may have under applicable law.

 

 

Chargeback Policy

What Is a Chargeback?

A chargeback occurs when a customer disputes a transaction directly with their bank, credit card issuer, or payment provider and requests that the payment be reversed.

Unlike a refund, which is generally issued directly by the merchant, a chargeback is initiated by the customer through their financial institution.

Chargebacks may be requested for reasons including, but not limited to:

  • An unauthorized or fraudulent transaction;
  • Goods or services that were not received;
  • Goods that were materially damaged, defective, or not as described; or
  • Other reasons permitted by the customer’s bank or payment provider.

Before Filing a Chargeback

If You have a concern regarding an Order, We encourage You to contact Dofeli first at dofelishop@gmail.com.

In many cases, We may be able to investigate and resolve the issue directly through Our Refund & Return Policy.

Nothing in this Policy is intended to prevent a Customer from exercising any right to dispute a transaction that may be available through their bank, card issuer, payment provider, or applicable law.

Responding to Chargebacks

If a chargeback is filed and Dofeli believes that the transaction was valid and that the Goods or services were provided in accordance with the Order and Our applicable policies, We may dispute the chargeback through the relevant bank or payment provider.

To support Our response, We may provide relevant documentation, including:

  • Order confirmations;
  • Invoices and receipts;
  • Payment records;
  • Shipping and tracking information;
  • Proof of delivery;
  • Customer communications;
  • Records showing acceptance of Our policies or terms;
  • Refund or return records; and
  • Other documentation relevant to the disputed transaction.

Our purpose in providing this information is to allow the bank or payment provider to evaluate the dispute based on the available evidence.

The final decision regarding a chargeback is made by the applicable bank, card issuer, payment processor, or financial institution.

 

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By sending us an email: dofelishop@gmail.com