Shipping & Returns

General Terms:

Kitchen Joy Goods reserves the right to update the rules when necessary, and the updated version will be published on www.kitchenjoygoods.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Doba immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Doba. Supplier would publish their own Return & Refund Policy on the product detail page. Doba's policy shall prevail in case of conflict with supplier's policy.

For after-sales issues, buyers should file a return & refund request within 30 days of the delivery date (except several suppliers whose after-sales period was agreed by Doba). The period of Return & Refund request filed exceeds, the supplier reserves the right not to provide any after-sales service after that time. Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in Doba buyer center, or by contacting Doba customer service to cancel the order. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.

If the supplier cannot fulfill the buyer's order within the order processing time indicated on Doba's product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order. If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.

Doba shall not require supplier to accept after-sale request for "non-defective remorse returns", supplier has the right to accept or reject the request as his policy show as on the Doba product page. Doba will abide by the supplier's policy under this condition. If supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and require deducting a "restocking & repacking fee", under Doba's policy restriction, the "restocking & repacking fee" in total supplier deducted shall not exceed 35% of order total price. Doba shall not require suppliers on warranty, like whether to provide warranty or not, or the way of warranty handling with.

Doba shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on supplier's policy or Doba's policy, agree on refund or redelivery between supplier and buyer or others, supplier must refund not more than 3 business days, or redelivery not more than 5 business days. Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to the supplier or Doba. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and or Doba has the right to reject the return and refund request. Whether the evidence is compelling or not will ultimately be determined by Doba Under Various Circumstances:

1. Refund Request Timing

Buyers may request a full refund if their order has not been shipped within the stated processing time (as displayed on the order page).

• For Unshipped Orders:

  • If a refund request is made after the stated processing time, the order will be refunded promptly.
  • If the request is made within the stated processing time, the supplier has 3 business days to process the request. Failure to process (accept or reject) within this time frame will result in the order being refunded.

• For Shipped Orders:

  • If a refund request is made after the order has been shipped, the supplier has 10 business days to process it. Failure to process within this timeframe will result in a refund.

2. Goods Returned in Transit

If a package is returned to the supplier during transit for any reason and the buyer requests a refund, the supplier must process the refund within 3 business days.

If the buyer requests redelivery, the supplier must initiate redelivery within 5 business days from the request date.

3. Goods Destroyed in Transit

If a package is destroyed during transit, the buyer must provide proof from the logistics company (e.g., a screenshot confirming destruction).

• The supplier must process a refund within 3 business days of the request or initiate redelivery within 5 business days.

4. Wrong Receipt Information

If incorrect receipt information is provided during the order:

• Buyers should contact the supplier via “Contact Seller” or reach out to Kitchen Joy Goods customer service to request a correction.
• Corrections or cancellations are not guaranteed.

For shipped orders, buyers are responsible for updating the logistics company with the correct information.

• If delivered to the wrong address, buyers may return the goods at their own expense. Upon receiving the returned goods in good condition, the supplier will process a refund within 3 business days or initiate redelivery within 5 business days. Redelivery fees will be borne by the buyer.
• If the order cannot be corrected or returned, the buyer assumes responsibility for the loss.

5. Defective Products

If buyers receive defective products (e.g., damaged packages, items significantly not as described, missing or incorrect goods, or quality issues), the following steps apply:

1. Buyers must provide valid proof (photos/videos clearly showing the issue) when filing a refund or redelivery request.
2. Suppliers will verify the proof within 3 business days.
3. If the proof is valid:
   • For refunds: If goods need to be returned, the supplier will provide a prepaid return label within 3 business days and process the refund upon confirmation of the return in transit.
   • For redelivery: The supplier will ship replacement products within 5 business days.
   • If no stock is available for redelivery, buyers may reorder when restocked, and a refund will be issued.

6. Logistics Issues

6.1 Invalid Tracking Information

• If the tracking number is invalid and the supplier does not provide a valid one within 4 business days, a refund will be issued.

6.2 No Tracking Updates

• If tracking information shows no updates for more than 7 business days after the label is created, buyers may request a refund, and suppliers must process it within 3 business days.

6.3 Extended Shipping Period

• If transit time exceeds the estimated delivery time by 10 or more days without valid tracking updates, buyers may request a refund, which must be processed within 3 business days.

Note: Exceptions apply during holidays, abnormal weather, or special circumstances like COVID-19.

7. Special Circumstances

During holidays, extreme weather, or other unusual events, buyers may contact Kitchen Joy Goods or the supplier via the order's “Contact Message” option. Kitchen Joy Goods will assist in resolving these issues, and a resolution will be provided within two weeks of notification.

8. Dispute Resolution

If buyers are unsatisfied with the resolution of their after-sale issue, they are encouraged to file a dispute with Kitchen Joy Goods for further review and assistance.