Refund Policy – Dushi Online Marketplace

Overview

At Dushi Online, we’re committed to ensuring your shopping experience is as smooth as an Aruban breeze. Our refund policy is designed to build trust between our vendors and customers while providing clear guidelines for all marketplace transactions.

General Policy

Customers may request refunds within 3 calendar days of receiving their order All refund requests must be submitted through our online portal or mobile app Each vendor on our platform may have specific return conditions for their products, which will be clearly displayed on their product pages.

Eligible Refund Situations

We support refund requests in the following circumstances:

• Item Not Received, order shows as delivered but you haven’t received it Tracking information confirms non-delivery.
• Item Significantly Different Than Described Product differs substantially from description or photos Item arrives damaged or defective.
• Incorrect Item Shipped.
• You received a different product than ordered.

Non-Eligible Refund Situations

Refunds may not be approved in these circumstances:

• Buyer’s Remorse Simply changing your mind is not grounds for a refund Product-Specific Restrictions.
• Perishable goods (food items, fresh flowers).
• Custom-made or personalized items.
• Digital products once downloaded.
• Services that have been performed.

Time Limitations

Requests made after the 3 day refund window

Refund Process

Submit Request:

1. Submit Request.
2. Navigate to “My Orders”.
3. Select the order in question.
4. Click “Request Refund”.
5. Provide reason and supporting photos if applicable.

Vendor Review

Vendor has 48 hours to approve or deny the refund If approved, proceed to step 3 If denied, Dushi Online team will review within 72 hours Return Process (if applicable).

For physical items requiring return, you’ll receive return instructions:

1. Items must be returned in original condition within 3 days.
2. Shipping costs for returns due to customer preference are the customer’s responsibility.
3. Shipping costs for returns due to vendor error are the vendor’s responsibility.

Refund Completion

Once return is confirmed (if applicable), refund will be processed Refunds will be issued to original payment method, Processing time: 3-5 business days for credit cards, up to 10 business days for bank transfers Special Considerations for Local Services.

Dushi Online Guarantee

We stand behind transactions on our platform. If a vendor doesn’t respond to your refund request within 48 hours, or if you’re unsatisfied with the resolution, our customer service team will intervene to ensure fair treatment.

Contact Us: For any questions regarding our refund policy. Email: help@dushionline.com

In-app chat support: Available 8am-8pm GMT -04:00.

Phone: +297-5681470 (Monday-Friday, 9am-5pm AST)

This policy was last updated on May 15, 2025.