Version: 1.0
Last Updated: Aug 2026
This policy governs the return or exchange mechanism for products purchased through the Dozer platform. It aims to strike a balance between customer rights and store (seller) rights, clarifying Dozer's role as an electronic platform facilitating sales and transactions.
This policy shall be read in conjunction with:
Terms and Conditions.
Cancellation Policy.
Shipping Policy.
Warranty Policy (when adopted).
Dozer is an electronic platform connecting customers with stores. Dozer is not considered the seller, manufacturer, or warranty provider of products unless explicitly stated otherwise. The store bears full responsibility for the products it displays, including:
Product conformity to description.
Product condition.
Warranty provisions.
Executing returns or exchanges when eligible.
The customer has the right to submit a return or exchange request within three (3) calendar days from the date of receiving the order. Requests submitted after this period will not be accepted unless the store's warranty states otherwise or applicable law dictates a different duration.
A return or exchange request may be accepted under any of the following circumstances:
If the customer receives a product different from the one ordered.
If the product arrives broken or damaged before use, provided it is established that the damage was not caused by customer misuse.
If the product is covered by a store warranty and a defect falling within the terms of that warranty is proven.
If the store acknowledges an error in preparing the order or dispatching the product.
A return or exchange may be accepted if the store explicitly agrees, even if the above cases do not strictly apply.
Return or exchange requests will not be accepted in the following cases:
If the customer wishes to cancel the purchase or changes their mind after receiving the product without a legitimate reason.
If the customer orders an incompatible part for their vehicle due to incorrect data entry or wrong selection, provided the store had not verified part compatibility.
If the product matches the description and order submitted by the customer.
If the product is subjected to breakage, damage, misuse, or alteration after receipt.
If the product has been installed or used, returns will not be accepted unless covered by store warranty or a defect under warranty terms is proven.
If the store explicitly declares the product as "Without Warranty", the customer holds no right to request a return due to a defect appearing post-receipt or post-installation, unless the product differs from its description or order.
To be eligible for a return, the product must:
Be in the same condition as received by the customer.
Not be damaged due to customer handling.
Include all original accessories, if any.
Be accompanied by original packaging or main components where feasible.
The customer must submit the return request through the Dozer platform or official approved channels within the specified period under this policy. Where feasible, the request must include:
Order Number.
Reason for return.
Clear photographs illustrating the issue.
Any additional information requested by Dozer or the store for verification.
Upon receiving a return request, Dozer or the store reserves the right to review the request and verify submitted details. The customer may be asked to provide additional photos or info if necessary to reach a decision.
The store reserves the right to inspect the product upon receipt to verify:
Its general condition.
The validity of the return reason.
Absence of user-induced damage or misuse.
Applicability of warranty terms, where appropriate.
Submitting a return request does not constitute automatic approval.
The party responsible for the issue shall bear shipping and return fees as follows:
The store bears all costs for:
Returning the product.
Re-shipping the replacement product (if applicable).
If it is proven that the product suffered damage or loss during transit after being received in good condition from the store, the delivery company bears responsibility per its agreement with Dozer.
If the return reason is attributable to the customer (including selecting an incompatible part, change of mind, or wrong data entry), the customer bears all shipping, return, and re-shipping costs.
Upon approval of a return request, the amount will be refunded using an appropriate method, which may include:
Reversing the transaction back to the original electronic payment method.
Transferring to an approved e-wallet if agreed upon by the customer.
Any other method adopted by Dozer in compliance with active regulations.
Refund procedures commence following final approval of the return request and receipt of the returned item (where required). Processing times may vary depending on the payment provider and financial institutions involved.
Shipping fees and additional service charges are non-refundable if the return is due to customer error, unless decided otherwise by the store/Dozer or required by law.
A return request may be rejected if:
The return period has expired.
Requirements of this policy are not met.
User misuse is established.
The product was installed or used contrary to warranty terms.
The customer provided false or misleading information.
The customer fails to substantiate the return reason when required.
The customer will be notified of the rejection reason whenever possible.
Dozer acts as a technical and administrative intermediary facilitating return processing between customer and store. Dozer does not bear responsibility for enforcing warranties or making technical decisions regarding product usability unless it is the seller or legally mandated.
In the event of a dispute between customer and store regarding a return, Dozer may step in to attempt an amicable resolution based on available information. This does not prevent either party from seeking recourse through competent judicial authorities according to the law.
This policy shall be read in conjunction with:
Terms and Conditions.
Cancellation Policy.
Shipping Policy.
Privacy Policy.
Warranty Policy (when adopted).
In case of conflict, each document shall be interpreted within its respective scope.
Dozer reserves the right to amend the refund policy at any time to align with legal, operational, or platform service developments. The updated version will be published within the application or website, and continued use of the platform constitutes acceptance of amendments.
This policy comes into effect as of its publication date on the Dozer platform and remains valid until amended or replaced.
By using the Dozer platform and completing a purchase, the customer acknowledges that they have:
Read the Refund Policy in its entirety.
Understood its terms and conditions.
Agreed to comply with them.
Recognized that warranty responsibility rests with the store if a warranty was offered.
Recognized that products sold without warranty cannot be returned after installation or usage, except under specific circumstances outlined in this policy.
