RETURNS, REFUNDS, CANCELLATIONS & DISPUTES POLICY
RETURNS, REFUNDS, CANCELLATIONS & DISPUTES POLICY
Effective Date: September 13, 2026
Last Updated: September 13, 2026
This Returns, Refunds, Cancellations & Disputes Policy governs returns, refunds, exchanges, order cancellations, transaction problems, and buyer-seller disputes involving transactions conducted through DOSHE, the creative commerce ecosystem operated by Doshe LLC.
This Policy forms part of the DOSHE Terms of Service.
Operator: Doshe LLC
Email: info@doshe.store
Website: doshe.store
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1. General Principle
Independent sellers on DOSHE may establish their own return, exchange, and cancellation policies, but only to the extent those policies comply with:
1. applicable law;
2. the DOSHE Terms of Service;
3. this Policy;
4. other applicable DOSHE policies.
A seller’s store policy may provide buyers with greater rights than legally required.
A seller’s store policy may not eliminate a mandatory consumer right that applicable law does not permit the seller to waive.
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2. DOSHE’s Role
Unless Doshe LLC is expressly identified as the seller, the sales contract is generally between the buyer and the independent seller.
The independent seller remains responsible for applicable obligations concerning:
* conformity of goods;
* fulfillment;
* legally required returns;
* refunds;
* cancellations;
* defects;
* misdescription;
* product safety;
* statutory warranties or guarantees.
DOSHE may administer, facilitate, investigate, or technically implement eligible transaction remedies within its contractual and technical authority.
DOSHE is not acting as a court or private arbitrator when making an internal transaction decision.
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3. Seller Return Policies
Each seller should clearly disclose applicable return conditions before purchase where required.
A seller policy may address matters including:
* whether voluntary returns are accepted;
* applicable return period;
* acceptable product condition;
* return address;
* return-shipping responsibility;
* exchanges;
* cancellation conditions;
* custom or personalized goods;
* digital products.
If a seller fails to disclose required information, additional consumer rights or obligations may arise under applicable law.
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4. Mandatory Rights Override Seller Policies
Statements such as:
* “No Returns”;
* “Final Sale”;
* “Non-Refundable”;
* “No Cancellations”
are enforceable only to the extent permitted by applicable law.
Such language does not eliminate mandatory remedies involving matters such as:
* non-delivery;
* materially defective goods;
* materially misdescribed goods;
* unsafe goods;
* incorrect goods;
* legally protected cancellation or withdrawal rights;
* defective digital content;
* other mandatory consumer protections.
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5. Voluntary Returns
Where no mandatory legal return right applies, a seller may voluntarily establish a return policy.
The buyer must comply with reasonable disclosed conditions of that policy.
A seller may establish different voluntary return terms for different product categories where lawful and clearly disclosed.
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6. Change-of-Mind Returns
A seller is not required by this DOSHE Policy alone to accept every change-of-mind return.
However, where applicable consumer law grants a buyer a statutory cooling-off, withdrawal, or cancellation right, the seller must honor that right.
Regional mandatory rights therefore take priority over a seller’s general “no returns” policy.
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7. Product Condition for Voluntary Returns
For voluntary returns, a seller may reasonably require the product to be returned:
* unused, where appropriate;
* undamaged;
* complete;
* with included accessories;
* in substantially the condition in which it was received.
Reasonable inspection of a product by a consumer must not be treated as prohibited use where applicable law gives consumers a right to inspect goods.
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8. Defective Products
A buyer may be entitled to a remedy where a product is materially defective.
Depending on applicable law and the circumstances, remedies may include:
* repair;
* replacement;
* price reduction;
* partial refund;
* full refund.
A seller may not rely on a voluntary “no returns” policy to eliminate mandatory remedies for defective goods.
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9. Products Not as Described
A product may qualify as materially not as described where there is a substantial difference between the listing and the item received.
Examples may include:
* wrong product;
* incorrect material;
* materially incorrect dimensions;
* wrong quantity;
* incorrect personalization;
* missing essential components;
* materially undisclosed damage;
* materially different functionality;
* counterfeit product;
* material misrepresentation of handmade or original status.
The remedy depends on applicable law and the circumstances.
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10. Handmade Variations
Handmade products may reasonably differ slightly from photographs or examples because of:
* manual production;
* natural materials;
* grain;
* texture;
* handmade finishing;
* minor dimensional variation;
* reasonable color variation.
A reasonable handmade variation does not automatically constitute a defect or material misdescription.
However, “handmade variation” may not be used to excuse a substantial discrepancy from the listing.
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11. Wrong Product
If a seller sends a materially different product from the product purchased, the seller must provide an appropriate remedy as required by applicable law and DOSHE policy.
The buyer should notify the seller reasonably promptly after discovering the problem.
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12. Missing Components
If an order materially lacks components represented as included in the purchase, the seller may be required to:
* provide the missing component;
* replace the item;
* provide an appropriate partial refund;
* provide a full refund
depending on applicable law and the significance of the missing component.
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13. Damaged Products
A buyer who receives a materially damaged product should report the problem as soon as reasonably practicable.
DOSHE or the seller may request relevant evidence, including:
* photographs of the product;
* photographs of packaging;
* photographs of the shipping label;
* video where appropriate;
* description of damage.
Failure to provide evidence that is reasonably available may affect DOSHE’s ability to evaluate the claim.
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14. Shipping Damage
Responsibility for shipping damage depends on applicable law and the transaction circumstances.
A seller’s obligation is not automatically extinguished merely because the seller transferred the package to a carrier.
The seller may separately pursue a carrier or insurance claim.
A buyer’s mandatory consumer remedy must not be improperly conditioned on the carrier first compensating the seller.
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15. Non-Delivery
If an order is not delivered, the buyer should:
1. review available tracking information;
2. contact the seller where practical;
3. verify the delivery address;
4. report the problem to DOSHE if it remains unresolved.
A buyer’s mandatory rights concerning undelivered purchases remain unaffected.
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16. Seller Shipping Obligations
A seller must have a reasonable basis for any represented shipment period.
Where applicable U.S. law applies and no shipment time is stated, the seller must comply with applicable requirements governing timely shipment.
If a seller cannot ship within the promised or legally applicable period, the seller must follow applicable delay-notification, consent, cancellation, and refund requirements.
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17. Seller Unable to Fulfill
If a seller determines that the seller cannot fulfill an order, the seller must not falsely mark it as shipped.
The seller must:
* cancel the unfulfillable order where appropriate;
* notify the buyer;
* provide or facilitate any refund required by law or DOSHE policy.
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18. Delayed Orders
Where applicable law requires buyer consent to a material shipping delay, the seller must obtain that consent.
A buyer may be entitled to cancel rather than accept a qualifying delay.
DOSHE may cancel an order or facilitate a refund where appropriate if a seller cannot fulfill the order lawfully.
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19. Cancellation Before Shipment
A buyer may request cancellation before shipment.
Whether the seller must accept the cancellation depends on:
* applicable law;
* seller policy;
* whether production has started;
* whether the item is custom or personalized;
* transaction circumstances.
A seller may voluntarily approve a cancellation even where cancellation is not legally required.
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20. Seller-Initiated Cancellation
A seller may cancel an order for a legitimate reason, including:
* inability to fulfill;
* inventory error;
* material pricing or listing error;
* payment issue;
* safety concern;
* legal restriction;
* sanctions restriction;
* suspected fraud.
Improper discriminatory or retaliatory cancellations are prohibited.
Where payment was collected and no lawful charge remains due, the applicable amount must be refunded.
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21. Custom and Personalized Products
Custom-made and clearly personalized products may be subject to different return and cancellation rules.
Where applicable law permits an exception to a change-of-mind withdrawal right for genuinely personalized goods, the seller may rely on that exception.
The exception does not eliminate remedies for products that are:
* defective;
* materially misdescribed;
* unsafe;
* incorrectly personalized;
* materially different from the agreed specifications.
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22. Production Started on Custom Orders
Where legally permitted and clearly disclosed, a seller may restrict voluntary cancellation after meaningful production of a custom product has begun.
This does not override a statutory cancellation right where one applies.
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23. Digital Products
Digital products are governed by special rules.
A digital listing should clearly identify:
* that the product is digital;
* file format;
* compatibility;
* delivery method;
* applicable license;
* material restrictions.
A statement that a digital product is “non-refundable” applies only to the extent legally permitted.
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24. Digital Product Withdrawal Rights
In jurisdictions where a consumer ordinarily has a statutory withdrawal right for digital content, that right may be lost after digital delivery begins only when the legal conditions for loss of that right are satisfied.
Where applicable, this may require:
* express prior consent to immediate performance;
* acknowledgment that beginning performance causes loss of the withdrawal right;
* appropriate confirmation of that consent and acknowledgment.
DOSHE and sellers must not rely on a digital-content withdrawal exception unless applicable legal conditions have been met.
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25. Defective Digital Products
A buyer may remain entitled to a remedy if digital content is:
* materially inaccessible;
* corrupted;
* materially incomplete;
* materially misdescribed;
* incompatible contrary to disclosed requirements;
* otherwise legally non-conforming.
The seller may be given a reasonable opportunity to correct a technical problem where applicable law permits.
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26. Digital Product Licensing Disputes
Purchase of digital content does not automatically transfer intellectual-property ownership.
A dispute based solely on a buyer wanting broader licensing rights than those clearly disclosed does not automatically entitle the buyer to a refund.
A seller remains responsible for accurately disclosing material license restrictions before purchase.
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27. EU/EEA Consumers
Where mandatory EU or EEA consumer law applies to a transaction with a trader, the buyer may have a statutory right to withdraw from a qualifying distance contract, generally within 14 days, subject to applicable exceptions.
Mandatory rights may also apply concerning:
* conformity;
* defective goods;
* repair;
* replacement;
* price reduction;
* refunds;
* digital content.
A seller policy may not waive these mandatory rights.
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28. EU/EEA Personalized Goods Exception
Applicable EU law may exclude clearly personalized or made-to-order goods from the ordinary 14-day change-of-mind withdrawal right.
This exception does not eliminate statutory remedies for defective or non-conforming products.
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29. EU/EEA Digital Content Exception
Where applicable EU law applies, a consumer’s withdrawal right for digital content may cease after supply begins only when the legally required consent and acknowledgment conditions are satisfied.
Sellers and DOSHE must not assume that delivery alone automatically removes the right.
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30. EU/EEA Return Shipping
Where a consumer lawfully exercises a change-of-mind withdrawal right, responsibility for return-shipping cost is determined by applicable law and legally sufficient pre-contract disclosures.
Where the seller failed to provide legally required information concerning return cost, the seller may become responsible for that cost.
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31. EU/EEA Refund Timing
Where applicable EU consumer law requires reimbursement following a valid withdrawal, the seller must comply with the applicable statutory deadline and conditions.
Applicable law may permit reimbursement to be withheld until the goods are received back or appropriate evidence of return is supplied.
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32. United Kingdom Consumers
Where mandatory UK consumer law applies, applicable statutory rights remain unaffected.
Qualifying distance-sale consumers generally have cancellation rights subject to statutory exceptions.
Sellers must also comply with applicable rights involving:
* faulty goods;
* goods not as described;
* digital content;
* required refunds;
* other statutory remedies.
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33. Return Shipping Costs
Outside a mandatory legal rule, seller return policies should clearly identify who pays return shipping.
Depending on the circumstances and applicable law:
* the buyer may be responsible for a voluntary change-of-mind return;
* the seller may be responsible where the product is defective, materially misdescribed, incorrect, or where law otherwise requires.
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34. Original Shipping Charges
Treatment of original shipping charges depends on:
* applicable law;
* reason for the return;
* seller policy;
* shipping method selected.
Where mandatory law requires reimbursement of standard outbound shipping, the seller must provide it.
An upgrade to premium or expedited delivery may receive different treatment where permitted by law.
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35. Return Address
The seller must provide a lawful and reasonably usable return address where a return is required.
Sellers must not intentionally provide a false or unusable return address to prevent legitimate returns.
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36. Return Tracking
For higher-value products, buyers are encouraged to use tracked return shipping where reasonably available.
A seller may reasonably request evidence that a return was sent.
Applicable law controls whether a seller may delay reimbursement pending receipt or evidence of return.
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37. Risk During Return Shipping
Responsibility for loss or damage during return transit depends on applicable law and the circumstances.
Users should package returned items reasonably to prevent avoidable damage.
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38. Return Condition and Diminished Value
Where law permits, a buyer may be responsible for diminished value caused by handling materially beyond what is reasonably necessary to inspect the product.
This provision does not permit a seller to impose arbitrary deductions.
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39. Refund Method
Refunds should ordinarily be made through the original payment method where technically and legally appropriate.
A seller must not substitute store credit for a monetary refund where applicable law requires a monetary refund and the buyer has not lawfully agreed otherwise.
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40. Refund Processing
Once a refund is properly initiated, the time for funds to appear in the buyer’s account may depend on:
* Stripe;
* card networks;
* banks;
* payment method;
* financial institutions.
DOSHE does not control external bank posting times.
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41. Stripe and Refund Fees
Stripe or another payment provider may retain certain payment-processing or related charges after a refund according to its applicable pricing and terms.
Such third-party fees are separate from the DOSHE Commission.
Responsibility for third-party costs is governed by the Payments, Fees & Payouts Policy, applicable provider terms, and applicable law.
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42. DOSHE Commission and Refunds
Treatment of the 5% DOSHE Commission following a refund is governed by the DOSHE Payments, Fees & Payouts Policy.
Where a qualifying fully refunded transaction permits reversal of the applicable DOSHE Commission through the payment configuration, DOSHE may reverse that Commission.
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43. Partial Refunds
A partial refund may be appropriate where:
* only part of an order is affected;
* the buyer agrees to keep a product despite a qualifying issue;
* only some items were delivered;
* applicable law provides for price reduction;
* another proportionate resolution is appropriate.
A partial refund must not be used to deprive a buyer of a full refund where a full refund is legally required.
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44. Exchanges
Sellers may voluntarily offer exchanges or may be required to provide replacement remedies under applicable law.
Availability of an identical replacement may depend on the handmade nature of a product.
Where an identical handmade replacement is impossible, the seller and buyer may agree to an alternative lawful remedy.
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45. No Forced Store Credit
Where a buyer is legally entitled to a monetary refund, the seller may not require the buyer to accept:
* store credit;
* coupon;
* gift card;
* replacement purchase
instead of the legally required monetary refund.
The parties may voluntarily agree to an alternative remedy where lawful.
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46. Buyer-Seller Resolution First
Where reasonably practical, buyers should first contact the seller concerning a transaction problem.
The buyer should explain:
* order involved;
* nature of the issue;
* requested remedy;
* relevant evidence.
Sellers must respond in good faith within a reasonable time.
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47. Escalation to DOSHE
If the parties cannot resolve an eligible transaction issue, either party may contact DOSHE at:
info@doshe.store
DOSHE may determine whether the matter is eligible for administrative review.
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48. No Artificially Short Universal Dispute Deadline
DOSHE does not use this Policy to eliminate mandatory legal rights through an artificially short universal claim period.
Users should nevertheless report transaction problems as soon as reasonably practicable because delay may affect:
* available evidence;
* carrier claims;
* payment disputes;
* ability to inspect the product;
* practical resolution.
Any specific interface deadline DOSHE later introduces must remain subject to mandatory law.
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49. Evidence DOSHE May Review
DOSHE may consider relevant evidence including:
* original listing;
* listing revisions;
* product images;
* order information;
* buyer-seller communications;
* payment information;
* shipping information;
* tracking;
* proof of delivery;
* photographs;
* videos;
* return records;
* production evidence;
* customization instructions;
* digital-delivery records;
* expert or regulatory information where appropriate.
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50. Evidence Must Be Authentic
Users must not submit:
* forged documents;
* fabricated screenshots;
* manipulated photographs intended to deceive;
* false tracking information;
* staged damage;
* materially false statements;
* fabricated communications.
Fraudulent evidence may result in denial of the claim and account enforcement.
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51. DOSHE Administrative Review
After reviewing reasonably available evidence, DOSHE may take actions within its contractual and technical authority, including:
* requesting additional information;
* facilitating communication;
* directing an eligible corrective action under DOSHE policies;
* facilitating or administering an eligible refund;
* adjusting transaction status;
* restricting eligible transaction funds where lawful;
* taking seller or buyer account action.
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52. DOSHE Is Not a Court
DOSHE’s internal dispute decision is an administrative ecosystem decision.
It is not:
* a judicial judgment;
* a binding government determination;
* a private arbitration award.
Nothing in this Policy prevents a user from exercising a legal remedy that cannot lawfully be waived.
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53. No Mandatory Arbitration Under This Policy
DOSHE does not presently require users to submit transaction disputes to mandatory private arbitration under this Policy.
The applicable Terms of Service govern disputes directly involving Doshe LLC.
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54. Neutral Review
DOSHE may consider evidence from both parties before reaching an administrative determination where appropriate.
DOSHE may also act immediately where the available evidence establishes an urgent concern involving:
* fraud;
* counterfeiting;
* product safety;
* security;
* illegal products;
* valid legal requirements.
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55. Failure to Respond
If a buyer or seller fails to respond to a reasonable request for relevant evidence, DOSHE may decide the administrative matter based on the information available.
Failure to respond does not automatically eliminate mandatory statutory rights.
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56. Fraudulent Buyer Claims
Buyers may not intentionally:
* make false non-delivery claims;
* falsely claim damage;
* substitute a different product for return;
* intentionally damage products;
* fabricate evidence;
* obtain duplicate reimbursement;
* misuse chargebacks.
DOSHE may restrict accounts for substantiated abuse.
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57. Fraudulent Seller Conduct
Sellers may not:
* falsely claim shipment;
* use fabricated tracking;
* falsely deny receipt of a return;
* conceal material defects;
* falsify evidence;
* refuse mandatory refunds;
* attempt to intimidate buyers into abandoning lawful rights.
DOSHE may take appropriate enforcement action.
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58. Chargebacks
Nothing in this Policy prevents a buyer from exercising lawful payment-dispute rights through a bank, card issuer, or payment provider.
Buyers must not use chargebacks fraudulently.
Sellers must cooperate with legitimate Stripe or payment-network dispute procedures.
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59. DOSHE Dispute and Chargeback Coordination
Where an external chargeback is pending, DOSHE may coordinate or pause an internal refund process where reasonably necessary to prevent:
* duplicate recovery;
* conflicting payment instructions;
* accounting errors.
DOSHE will not use this provision to improperly eliminate a mandatory legal remedy.
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60. Duplicate Recovery
A user may not knowingly obtain improper duplicate compensation for the same loss.
For example, a buyer should not intentionally retain:
* a full seller refund;
* a full DOSHE-administered refund;
* and a full successful chargeback
for the same transaction where doing so would create unjustified duplicate recovery.
DOSHE may correct duplicate payments where legally permitted.
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61. Product Safety Disputes
Where a dispute suggests a credible product-safety problem, DOSHE may separately initiate a safety review.
DOSHE may:
* restrict the listing;
* request compliance documents;
* contact affected buyers;
* preserve evidence;
* cooperate with competent authorities;
* take other appropriate measures.
Resolution of an individual refund does not necessarily end a product-safety investigation.
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62. Counterfeit and Intellectual-Property Claims
A buyer alleging counterfeit or infringing goods should provide relevant evidence where reasonably available.
DOSHE may handle the transaction dispute separately from any formal intellectual-property notice.
Copyright takedown procedures are governed by the DOSHE Intellectual Property & DMCA Policy.
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63. Customs Refusals
A refund is not automatically required merely because a buyer refuses to pay a properly disclosed lawful customs charge.
However, outcome depends on:
* applicable law;
* seller disclosures;
* reason for customs refusal;
* whether the product could lawfully be imported;
* whether the seller provided accurate customs information.
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64. Illegal or Undeliverable International Shipments
A seller may be responsible where the seller knowingly ships a product in violation of applicable restrictions or materially misrepresents customs information.
A buyer may be responsible where the buyer knowingly orders a product that the buyer is legally prohibited from importing, subject to mandatory law.
Each case may be evaluated individually.
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65. Returned-to-Sender Packages
If an order is returned to the seller because of:
* incorrect buyer address;
* buyer refusal;
* unclaimed package;
* customs issue
the appropriate refund or reshipment treatment depends on the circumstances, seller policy, incurred costs, and applicable law.
A seller may not impose deductions prohibited by mandatory law.
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66. Lost Returns
If a buyer claims to have returned an item that the seller did not receive, DOSHE may review:
* tracking;
* shipping receipt;
* carrier records;
* return address;
* other available evidence.
Responsibility will be determined according to applicable law and relevant facts.
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67. Abuse of Return Policies
Return abuse is prohibited.
Examples may include:
* repeatedly ordering goods for temporary use and returning them deceptively;
* returning a substituted product;
* removing valuable components;
* intentionally damaging products;
* false claims concerning condition.
Legitimate exercise of statutory return rights is not return abuse.
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68. Seller Retaliation Prohibited
A seller may not retaliate against a buyer merely because the buyer:
* requests a lawful refund;
* exercises a statutory right;
* opens a legitimate dispute;
* submits a good-faith negative review;
* reports a safety issue.
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69. Buyer Harassment Prohibited
A buyer may not use a refund request or dispute to:
* extort additional goods;
* demand benefits unrelated to the transaction;
* threaten unlawful conduct;
* manipulate reviews;
* harass a seller.
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70. Personal Information in Disputes
Personal information submitted during a dispute will be processed according to the DOSHE Privacy Policy.
DOSHE may disclose relevant information between transaction parties where reasonably necessary to resolve the matter and legally permitted.
DOSHE may provide information to competent authorities where legally required or otherwise permitted by law.
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71. Records
DOSHE may retain records relating to:
* refunds;
* returns;
* disputes;
* chargebacks;
* evidence;
* enforcement
for legitimate operational, fraud-prevention, tax, accounting, legal, safety, and compliance purposes in accordance with the Privacy Policy.
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72. No Waiver of Cardholder Rights
Nothing in this Policy waives a buyer’s legally protected rights against a card issuer, bank, or other payment provider.
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73. No Waiver of Seller Rights
Nothing in this Policy prevents a seller from contesting:
* a fraudulent claim;
* an improper chargeback;
* fabricated evidence;
* another unlawful demand
through legally available procedures.
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74. Mandatory Local Law
DOSHE serves an international community.
Consumer rules differ by jurisdiction.
Nothing in this Policy is intended to deprive a consumer of protections applicable in the consumer’s jurisdiction that cannot lawfully be waived.
Where mandatory law conflicts with this Policy or a seller policy, mandatory law controls to the extent of the conflict.
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75. Relationship to Other Policies
This Policy should be read together with:
* Terms of Service;
* Privacy Policy;
* Buyer Policy;
* Seller Policy;
* Payments, Fees & Payouts Policy;
* Shipping & International Delivery Policy;
* Digital Products & Licensing Policy;
* Product Safety & Recall Policy;
* Intellectual Property & DMCA Policy;
* applicable Regional Addenda.
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76. Changes to This Policy
DOSHE may update this Policy to reflect:
* changes in law;
* consumer-protection requirements;
* payment-provider requirements;
* Service developments;
* legitimate operational needs.
Where applicable law requires notice or consent for a material change, DOSHE will provide it.
Changes will not be applied retroactively where prohibited by law.
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77. Contact
Questions or eligible transaction disputes may be submitted to:
Doshe LLC
United States
Email: info@doshe.store
Website: doshe.store
Users should include the relevant order number and sufficient information for DOSHE to understand the issue.
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78. Acceptance
By buying or selling through DOSHE, users acknowledge this Returns, Refunds, Cancellations & Disputes Policy and agree to its applicable provisions together with the DOSHE Terms of Service.
Nothing in this Policy eliminates any right or obligation that applicable law does not permit to be waived.