Return Policy
Welcome to Dobrh (www.dobrh.com). The Dobrh Platform (Platform) is owned
and operated by Cognifle Limited, which has a license number 000007139 and has its registered office at the
Abu Dhabi Global Market (Dobrh, we, us, and our). This Return Policy
(Return Policy) applies to you as a user of the Platform (you, your) and
us, including the products, Goods and Services, tools, and information made available on the Platform. If
you do not agree with this Policy, you should not make purchases or engage with the Platform.
Dobrh aims to resolve all disputes, and the decision to issue refunds or returns will depend on specific
circumstances and this policy.
The Return Policy applies to all individuals and entities (Client) using Dobrh to purchase
Goods and Services. By engaging with the Platform, Clients agree to the terms outlined in this policy, the
Buyers Policy, and Dobrh’s
User Terms.
We reserve the right to update the Return Policy to reflect changes in the Platform’s use, security updates,
or legal requirements. You will be notified of any changes to our Return Policy via email. The effective
date of the amended policy will be specified in the notification.
Returning Goods Or Services On Dobrh
All Providers are required to publish clear return policies, specifying the following:
- The conditions under which returns are accepted.
- Whether the Provider or the buyer will cover return shipping costs.
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PHYSICAL GOODS
Returns for physical goods are accepted under the following conditions:
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The return process must be started within fourteen (14) days of receiving the goods.
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Products must be in their original condition (sealed/unopened, if applicable, with the original
brand/manufacturer box or packaging, and, if applicable, any manuals and accessories) and have proof of
purchase.
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The Buyer is responsible for ensuring that returned items are adequately packaged and shipped using a
traceable method.
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Once the Provider confirms receipt and verifies the condition of the returned goods, Dobrh will proceed
with any applicable refund in accordance with the Platform’s
Refund Policy.
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Certain items may not be eligible for return due to their nature. These include, but are not limited to,
personalized goods, cosmetics, or any other items specified at the time of purchase.
Dobrh may reject return requests for damaged or used items.
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DIGITAL GOODS OR SERVICES
Returns for Digital Goods and Services are permitted only in cases where the terms of the Dobrh Agreement
are not fulfilled.
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The return process must start during the grace period of seven (7) days after receiving
the goods. Requests after the 7-day grace period have ended will not be accommodated.
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Refund requests for Digital Goods and Services will be evaluated by the Dobrh team to ensure the
agreed-upon terms are met.
Decisions regarding refunds for Digital Goods and Services will be final.
Return Process For Physical Goods
The return process for physical goods includes the following steps:
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The buyer initiates a return request via the Dobrh Platform. The Platform will then notify the Provider
about the return request.
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Clients must sign the return proforma invoice provided in the package. If it is missing, Clients can
download a PDF copy from the Dispatch Email. The box should be securely sealed before giving it to the
courier.
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Providers must respond within three (3) days and provide return shipping details or
labels, if applicable.
- Clients ship the item back and upload tracking information through the Platform.
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Upon receiving the returned item, the Provider evaluates its condition and confirms the return via the
Platform.
Refunds are issued by the Provider (via the agreed payment method) promptly after receipt and confirmation.
Both parties confirm the return and refund process as completed on the Platform.
Dobrh recommends that third-party Providers utilize Dobrh’s
return shipping label templates to streamline the process. Automated reminders will be sent
for pending return actions.
Refund Process For Digital Goods Or Services
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Refund requests must be submitted within 7 days of order completion. The request will be reviewed to
ensure it meets Platform guidelines, such as unsatisfactory delivery, unmet requirements, or service not
provided as agreed.
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If the service is deemed incomplete, significantly different from the original agreement, or of
unsatisfactory quality, a partial or full refund may be issued. In some cases, revisions may be offered
as an alternative solution.
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Once a refund is approved, the amount will be credited to the buyer’s account within
five to seven (5 to 7) business days. Refunds will be processed
according to the Platform’s policies, ensuring a fair outcome for both parties.
Disputes & Refunds
Dobrh is a neutral intermediary between Clients and Providers and does not directly participate in
transactions. In case of any issues, Clients are required to first contact the Provider and allow
three (3) days for a response. If the dispute remains, it can then be escalated to Dobrh
for review.
Dobrh will assess concerns related to discrepancies in the service provided and determine appropriate
actions at its sole discretion. Refund policies and resolution methods are subject to change at any time.
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DISPUTES
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If there is a dispute regarding a Project, please contact us via
support@dobrh.com. You agree to abide by the dispute resolution
process that is set out in our
Dispute
Resolution Procedures.
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If the process is insufficient, you may pursue your dispute independently against the Provider, but you
acknowledge and agree that Dobrh will not and is not obliged to provide any further dispute resolution
assistance.
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If you seek an order from an arbitrator or court that might direct us or our affiliates to take or refrain
from taking any action, you agree that you will (a) give us at least
five (5) business days prior notice of the hearing on the order; (b) include in any such
order a provision that, as a precondition to any obligation affecting Dobrh, we be paid in full for any
amounts to which we would otherwise be entitled; and (c) include in any such order a provision that, as a
precondition to any obligation affecting Dobrh, we be paid for the reasonable value of the Goods and
Services the order obligates us to undertake.
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UNDERSTANDING REFUND ELIGIBILITY
Refunds will be issued in the following circumstances.
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If the Provider fails or refuses to fulfill their obligations as per the Dobrh Agreement. This applies
when the Provider has not delivered the agreed product or service, or if the delivery is significantly
delayed without reason.
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If the Client cancels the Agreement before the Provider delivers the complete product or service. The
specific amount to be refunded will be determined based on the terms stated in the Agreement and may
depend on the stage of completion.
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If the products or services delivered are different from the agreed description or terms. This could
include, but is not limited to, significant changes in quality, quantity, or essential features of the
product or service.
In the following events, Dobrh reserves the right to warn, restrict, suspend, block, and/or terminate such
Client accounts as necessary.
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Clients are found to misuse the return policy by excessively returning, or returning physical goods that
are not in their original condition, or by canceling or not accepting the orders placed.
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Clients are found to misuse the refund policy by repeatedly requesting refunds for Digital Goods or
Services that were fully delivered or by canceling or refusing to accept completed orders.
Resolving Requests
Dobrh’s Resolution Center supports communication between Clients and Providers to address return and refund
issues. However, since the Platform does not handle funds directly:
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Dobrh will maintain records of requests and resolutions to ensure compliance with return policies.
Providers who do not honor these return policies may face penalties, including potential suspension from
the Platform.
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Dobrh offers a Resolution Center where Clients and Providers can resolve issues. While Dobrh facilitates
communication, it does not provide direct financial resolutions; instead, it encourages mutual agreement
between parties.
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Dobrh, its affiliates, and its respective officers, directors, employees, and agents shall not be held
liable for any refund processing obligations arising from transactions conducted on the Platform. Clients
acknowledge and agree that Dobrh does not directly handle or manage any funds related to purchases,
returns, or refunds. The responsibility for processing refunds lies solely with the Providers and Clients
involved in the transaction.
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Dobrh shall not be responsible for any disputes, claims, or liabilities arising from the failure of
Providers to fulfill their refund obligations as stipulated in their respective return policies. Clients
further agree that Dobrh shall not be liable for any delays, denials, or failures in the processing of
such requests.
By utilizing the Dobrh Platform, Clients expressly waive any claims to Dobrh for any issues related to
refund processing, including but not limited to the accuracy or completeness of any refunds issued by
Providers.
PROCESSING TIME FOR RETURNS
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After the courier picks up your item, it may take up to fourteen (14) days for us to
receive and process your return.
- Once processed, refunds are typically issued within 5 to 7 business days.
NON-RETURNABLE ITEMS
- Items marked as "non-returnable" on the product detail page cannot be returned.
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However, if you receive a damaged, defective, or incorrect item, we will provide a full refund or
replacement, if available.
- We may contact you to assess the damage or defect before issuing the refund or replacement.
INCORRECT RETURNS
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We will not accept returns of items that were not originally purchased from Dobrh or items that differ
from what was delivered to you.
- If such items are received, we cannot return them or provide a refund.
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Sending incorrect items may result in restrictions on your Dobrh account, including limiting your ability
to return items in the future, order cancellations, or account closure.
THIRD-PARTY SELLER RETURNS
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When returning an order from a marketplace seller who fulfills and ships their own inventory (also known
as a third-party seller), the seller will receive your return instead of Dobrh.
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To initiate a return for such items, please visit Your Orders and select
Return or Replace Items.
Clients should submit a return request within fourteen (14) days of receiving the
deliverable. Providers are expected to acknowledge the request within three (3) days.
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Digital Goods: The Provider will review the request within 3–5 business days to verify
eligibility. Clients will typically receive a decision within 1–3 business days after the
review.
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Physical Goods: Once the returned item is received, the Provider will process the refund within
7–10 business days after evaluating the item.
Clients will receive notifications at every stage, from the initial request to the final resolution.
Resolution Process
- Report issues via Dobrh’s Resolution Center with detailed evidence.
- Dobrh will oversee communication between the Client and the Provider.
- If unresolved, Dobrh will escalate the issue for a final decision.
- Refund decisions will be binding and based on Dobrh’s assessment of the situation.
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Each individual Provider maintains their own return policy, and Clients are encouraged to review these
policies prior to requesting a service.
Requesting A Refund
The process for requests and approvals of refunds is as follows.
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Contact Dobrh’s support team with detailed project information and the reason for the refund request.
Dobrh will facilitate discussions between the Client and Provider to compare the delivered product or
service against the terms of the Agreement.
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The support team will provide regular updates throughout the process. Upon approval, the refund will be
processed in accordance with the Provider’s return policy.
- Refunds will follow the agreed-upon terms outlined in the return policies set by each Provider.
Best Practices For Returns
To ensure smooth and fair transactions for all users, the following best practices are encouraged.
- All product listings should prominently display return policies.
- Providers are required to respond to return requests within 3 days.
Dobrh tracks response times and return rates to ensure compliance. Automated reminders will be sent to
Providers and Clients for pending return or refund actions.
Risk Management
Dobrh implements the following measures to mitigate risks for Clients and Providers.
- Providers are encouraged to use Business Accounts for added protection.
- High return rates or unresolved disputes may result in Provider account reviews and audits.
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Providers with recurring issues will be flagged for review and may face penalties or suspension from the
Platform.
Dobrh shall not be liable for any payment disputes arising from transactions between Clients and Providers.
To the fullest extent permitted by law, Dobrh shall not be liable for any indirect, incidental, or
consequential damages arising from the use of the Platform, including but not limited to damages related to
returns and refunds.
Enforcement & Prohibited Conduct
The following activities are strictly prohibited and may result in penalties or denial of refunds:
- Submission of fraudulent or false claims.
- Tampering with or damaging returned goods.
- Failure to provide sufficient documentation or evidence to support refund or return requests.
- Sharing or misusing confidential information about Providers, Clients, or projects.
- Circumvention of refund policies.
- Starting bad-faith disputes.
- Offensive, abusive, or discriminatory language or conduct.
Dobrh reserves the right to take action, including account suspension or termination, in cases of policy
violations. Decisions made by Dobrh concerning policy enforcement are final and non-negotiable.
For further assistance or inquiries regarding a return or refund, please contact our support team at
support@dobrh.com.