Last Updated: July 14, 2026
This Shipping & Refund Policy describes the shipping methods, delivery processes, return eligibility, and refund procedures applicable to all Orders placed through the Domi Cross-border B2B Platform. This policy applies to all Buyers and is incorporated into our Terms & Conditions. By placing an Order, you acknowledge and agree to the terms set forth in this policy.
Domi supports three fulfillment models. The shipping method for each product is clearly indicated on the product detail page:
Shipping costs are calculated based on multiple factors including product weight, dimensions, origin warehouse location, destination address, and the selected shipping carrier. Freight charges are displayed at checkout before payment confirmation. For W-Type and T-Type products, Sellers may configure custom freight templates that apply to their product listings. For N-Type products, the Platform determines freight based on pre-configured rates. All shipping costs are quoted in U.S. Dollars (USD). Additional surcharges may apply for remote area deliveries, oversized items, or special handling requirements.
Estimated delivery timeframes are provided at checkout and are calculated as follows: processing time (order confirmation to dispatch) plus transit time (carrier pickup to delivery). Standard transit times are: Domestic shipments (within same country): 3-7 business days. Regional shipments (within same continent): 7-14 business days. International shipments (cross-continent): 14-30 business days. These timeframes are estimates and not guaranteed. Once the Order has been dispatched, tracking information will be available in your account dashboard. It is the Buyer's responsibility to monitor tracking and ensure someone is available to receive the delivery.
For international Orders, the Buyer is the importer of record and is responsible for compliance with all applicable import laws and regulations. Buyers are responsible for all customs duties, import taxes, tariffs, brokerage fees, and any other charges imposed by the destination country's customs authority. Domi and Sellers are not responsible for delays caused by customs clearance procedures. If a shipment is refused or returned due to customs issues, the Buyer will be responsible for any return shipping costs and may not be eligible for a full refund.
Buyers may request to cancel or modify an Order before it has been dispatched. Once the Order status changes to "Shipped," cancellations and modifications are no longer possible. To cancel or modify an Order, navigate to your Orders page and select the appropriate action. If the Seller has already begun processing the Order, cancellation may not be possible. Platform-assisted cancellations (e.g., Seller fails to ship within the required timeframe, product is out of stock) will result in a full refund. For procurement Orders (buyer-led bulk purchases), specific cancellation terms may apply as detailed in the Order agreement.
Products may be eligible for return under the following conditions:
To initiate a return, the Buyer must submit an after-sales request through the Platform's order management system within the applicable reporting timeframe. The request must include: the Order number, a detailed description of the issue, and supporting evidence (photographs and/or videos clearly showing the problem). The Seller or Platform will review the request and respond within 3 business days. If the return is approved, the Buyer will receive return shipping instructions (including a prepaid shipping label if applicable). The Buyer must ship the returned items within 7 days of receiving return approval. All returned products must include all original accessories, manuals, and packaging.
Refunds are processed according to the following timeline:
We take product quality seriously. If you receive items that are damaged, defective, or not as described, you must: (a) Do not discard any packaging materials; (b) Take clear photographs and/or videos showing the damage or defect, including photos of the outer packaging and shipping label; (c) Submit an after-sales request through the Platform within the applicable reporting window; (d) Retain the products in the condition received until the claim is resolved. The Platform may require the Buyer to return the defective items. In some cases, the Platform may issue a refund or replacement without requiring a return, at its discretion.
The following items are generally not eligible for return or refund: (a) Custom-made or made-to-order products; (b) Products that have been used, installed, or modified after delivery; (c) Products without original packaging or missing components; (d) Products sold as "final sale" or "clearance" items (clearly marked as such at the time of purchase); (e) Digital products or services; (f) Products damaged due to misuse, improper handling, or inadequate storage conditions after delivery; and (g) Perishable goods. Notwithstanding the above, if a non-returnable item is received damaged or defective, the standard return policy for damaged goods applies.
Product exchanges are handled on a case-by-case basis. If you wish to exchange a product, submit an after-sales request specifying the exchange request. Exchanges are subject to product availability. If the replacement product is priced differently from the original, the price difference will be charged or refunded accordingly. Shipping costs for exchanges not due to Seller error or product defect are the responsibility of the Buyer.
If a dispute arises between a Buyer and Seller regarding shipping, returns, or refunds, both parties are encouraged to communicate and resolve the issue amicably through the Platform's messaging and after-sales system. If the dispute cannot be resolved within 7 days, either party may escalate the matter to the Platform's dispute resolution team for mediation. The Platform will review all available evidence, including communications, tracking records, photographs, and Order details. The Platform's dispute resolution decision is binding, subject to the Buyer's or Seller's right to pursue legal remedies as provided in the Terms & Conditions. The Platform reserves the right to issue refunds from Seller accounts in cases of clear Seller fault or non-compliance.