Refund policy

Return & Refund Policy 

DubiDo Factory Ltd.
Version 1.0 – Updated November 2025

This Return & Refund Policy (“Policy”) applies to all B2B wholesale purchases made via www.dubidofactory.eu.
By placing an order, you acknowledge and agree to the terms stated below.

Please note: This website serves business customers only. EU consumer return laws (14-day withdrawal) do not apply.

1. General B2B Policy

1.1. All sales made by DubiDo Factory Ltd. are final.
1.2. Returns or refunds for non-defective products are not accepted, unless explicitly agreed in writing prior to the order.
1.3. Due to the nature of wholesale production, logistics, and customization, DubiDo Factory Ltd. does not accept returns based on:

  • Change of mind
  • Surplus stock
  • Delays caused by carriers or customs
  • Minor variations in color, stitching or texture typical of textile/plush production
  • Differences arising from screen colors versus actual materials

2. Reporting Damaged or Defective Goods

2.1. The customer must inspect all delivered goods immediately upon arrival.
2.2. Any visible transport damage must be reported directly to the carrier at the time of delivery, with photos and a written remark on the delivery note.

2.3. Any defect claim must be reported to DubiDo Factory Ltd. within:

  • 7 days from delivery for visible defects
  • 30 days from delivery for hidden manufacturing defects

2.4. Claims submitted after these timeframes may not be accepted.

3. Required Documentation for Claims

To submit a valid claim, the customer must provide:

  • Order number
  • Photos/videos clearly showing the defect
  • Quantity affected
  • Description of the issue
  • Photos of packaging, carton labels, and shipping marks
  • Proof of carrier damage report (if applicable)

DubiDo Factory Ltd. may request additional documentation if needed to assess the claim.

4. Evaluation Process

4.1. Upon receiving the documentation, DubiDo Factory Ltd. will review the claim within 5–10 business days.
4.2. If the defect is confirmed, DubiDo may, at its sole discretion, offer one of the following remedies:

Possible Remedies

  • Replacement of defective units
  • A partial credit note
  • Full credit note for defective units
  • Repair instructions (if applicable)
  • Replacement with next order

4.3. Refunds to payment cards or bank accounts are generally not offered; wholesale transactions are handled via replacements or credit notes.

5. Exclusions

Claims will not be accepted for:

  • Normal wear and tear
  • Minor cosmetic differences within industry tolerance
  • Damage caused after delivery due to improper storage, misuse, or third-party handling
  • Products altered by the customer
  • Transportation damage not reported to the carrier at delivery
  • Errors in orders placed by the customer (wrong SKU, color, size, address, etc.)
  • Items sold under clearance or special terms

6. Return Shipping

6.1. No product may be returned without prior written authorization (RMA – Return Material Authorization).
6.2. If a return is authorized:

  • The customer is responsible for all return shipping costs, unless otherwise agreed.
  • Items must be returned in original packaging, unused, and in resellable condition.

6.3. Unauthorized returns will be rejected and may incur storage or disposal fees.

7. Incorrect or Missing Items

If your shipment includes incorrect or missing items:

  • Notify us within 7 days of delivery
  • Provide packing list photos and carton labels
  • DubiDo will correct the issue at no cost, if the mistake is ours

8. Deliveries Delayed by Carriers or Customs

8.1. DubiDo Factory Ltd. is not responsible for delays caused by:

  • Carriers or logistics partners
  • Customs inspections
  • Governmental authorities
  • Force majeure events

8.2. Such delays do not entitle the customer to cancellations, refunds, or compensation.

9. Custom Orders / Branded Goods

For custom-made, personalized, private-label, logo-branded, or made-to-order products:

  • No cancellations, returns, or refunds are accepted for any reason, except confirmed manufacturing defect.
  • Customer’s approval of artwork, logo, or print constitutes final acceptance.

10. Contact Information for Claims

For all defect claims, documentation and correspondence must be sent to:

DubiDo Factory Ltd.
Email: Hello@dubidofactory.eu
Phone: +359-89-8480088