Return & Refund Policy

General Terms

Kitchen Supply Place reserves the right to update these rules when necessary. Any updated version will be published on www.kitchensupplyplace.com with immediate effect.

If you refuse to accept this policy, you are deemed to have waived the use of the services provided through our suppliers and fulfillment partners. All buyers and suppliers are deemed to accept these rules when using services provided through our fulfillment platforms, including Doba and CJ Dropshipping.

Suppliers may publish their own Return & Refund Policy on individual product detail pages. In the event of a conflict between supplier policies and Doba platform policies, Doba’s policy shall prevail.

For after-sales issues, buyers must file a return or refund request within 14 days of the delivery date unless otherwise agreed by Doba or the supplier. Requests submitted outside the applicable after-sales period may not qualify for after-sales service.

Order Cancellation Policy

Before an order is shipped, buyers may request cancellation by:

• submitting a refund request, or

• contacting customer service through our Contact Us page.

Please note:

• Some suppliers do not accept order cancellations before shipment.

• Suppliers have up to 3 business days to approve or reject cancellation requests.

If a supplier cannot fulfill an order within the processing time stated on the product page due to out-of-stock conditions or other circumstances, the supplier reserves the right to cancel and refund the order.

Damaged or Broken Goods

If a buyer receives goods that are damaged or broken and applies for a refund with compelling evidence, the supplier is responsible for providing a prepaid return label within 3 business days if the goods must be returned.

The supplier shall refund the buyer once the return shipment shows as “in transit” on the logistics website using the supplier-provided prepaid return label.

Non-Defective Remorse Returns

Doba does not require suppliers to accept after-sales requests for non-defective remorse returns. Suppliers reserve the right to approve or reject these requests according to the policies listed on the applicable product page.

If a supplier accepts a non-defective remorse return and applies a restocking or repacking fee, the total fee deducted shall not exceed 35% of the total order price.

Warranty Policy

Doba does not require suppliers to provide warranties. Warranty availability, warranty terms, and warranty handling procedures are determined solely by the supplier.

Refund & Redelivery Timeframes

Under Doba policy restrictions, including but not limited to approved refunds, supplier policy requirements, or agreements between buyer and supplier:

• suppliers must issue refunds within 3 business days, and

• suppliers must process redelivery within 5 business days.

Proof & Evidence Requirements

After submitting an after-sales request, buyers must provide compelling evidence as required under the applicable clauses below.

Examples of evidence may include:

• photos

• videos

• screenshots

• tracking information

• packaging images

If compelling evidence is not provided within the applicable after-sales period, the supplier and/or Doba reserve the right to reject the return or refund request.

Whether submitted evidence is considered compelling shall ultimately be determined by Doba.

1. Refund Request Timing

For Unshipped Orders

If a Return & Refund request is submitted after the stated processing time listed on the order page:

• Doba will refund the order.

If a Return & Refund request is submitted within the stated processing time:

• the supplier has 3 business days to process the request after submission.

If the supplier fails to approve or reject the request within 3 business days:

• Doba will refund the order.

Please note:
Even if the order remains within the stated processing time, refund requests must still be processed within the timelines listed above.

For Shipped Orders

If a Return & Refund request is submitted after the order has shipped:

• the supplier has 10 business days to process the request.

If the supplier fails to approve or reject the request within 10 business days:

• Doba will refund the order.

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 shall issue the refund within 3 business days of the request.

If the buyer requests redelivery:

• the supplier shall begin redelivery within 5 business days of the request date.

3. Goods Destroyed in Transit

If a package or goods are destroyed during transit and the buyer provides proof from the logistics website, including but not limited to screenshots confirming destruction:

• the supplier shall issue a refund within 3 business days of the refund request, or

• process redelivery within 5 business days of the request.

4. Incorrect Shipping Information

If a buyer provides incorrect shipping information on an order:

• the buyer should contact customer service or the supplier immediately to request correction.

Please note:

• shipping information corrections and order cancellations are not guaranteed.

If the order has already shipped:

• the buyer is responsible for contacting the logistics company directly.

If goods are delivered to an incorrect address:

• the buyer may attempt to return the products at their own expense.

If returned goods are received in good condition:

• the supplier shall refund the order within 3 business days of receiving the return, or

• begin redelivery within 5 business days of receiving the goods.

Please note:

• buyers are responsible for any additional redelivery shipping fees.

If the order cannot be corrected or returned:

• the buyer shall bear the resulting losses.

5. Defective Products

This includes:

• damaged packages

• significantly not-as-described items

• missing goods

• incorrect goods

• quality-related problems

Buyers must submit:

• photos

• videos

• other valid proof clearly showing the issue.

After a request is filed:

• suppliers must review and respond within 3 business days.

If the supplier or Doba determines the proof does not clearly show the issue:

• the proof shall be considered invalid, and

• the supplier and/or Doba reserve the right to reject the request.

If the submitted proof is approved:

• proof review shall not exceed 3 business days.

If returned goods are required:

• the supplier must provide a prepaid return label within 3 business days of proof approval.

The supplier shall refund the order within 3 business days once the return shipment shows “in transit” on the logistics website using the tracking number uploaded by the buyer.

If the goods do not require return shipment:

• the supplier shall refund the order within 3 business days of the refund request.

If the buyer requests redelivery and proof is approved:

• the supplier shall process redelivery within 5 business days.

Suppliers reserve the right to issue a refund instead of redelivery if replacement inventory is unavailable.

6. Logistics Issues

6.1 Invalid Tracking Information

If Doba verifies that tracking information is invalid and the supplier fails to provide corrected tracking information within 4 business days:

• Doba will refund the order.

6.2 Delayed Tracking Updates

If tracking information does not update for more than 7 business days after label creation appears on the logistics website and the buyer requests a refund:

• Doba requires the supplier to refund the order within 3 business days of the request.

This clause does not apply during:

• holidays

• COVID-19 disruptions

• abnormal weather

• carrier disruptions

• other abnormal situations.

6.3 Excessive Shipping Delays

If transit time exceeds the estimated delivery timeframe by 10 days or more and the supplier fails to provide valid updated tracking information:

• the buyer may request a refund.

Doba requires the supplier to refund the order within 3 business days of the request.

This clause does not apply during:

• holidays

• COVID-19 disruptions

• abnormal weather

• carrier disruptions

• other abnormal situations.

7. Special Circumstances

During holidays, COVID-19 disruptions, abnormal weather conditions, or other extraordinary situations:

• buyers should contact us through the Contact Us page or contact the supplier through the order messaging system regarding logistics or product issues.

Doba will make reasonable efforts to assist buyers during these circumstances in a timely manner.

After notifying Doba, buyers should expect a decision regarding these issues within two weeks.

8. Dispute Resolution

If buyers are unsatisfied with the resolution of after-sales issues, buyers are responsible for opening a dispute with Doba to assist with resolution of the matter.