Return Policy

1. Return/Refund Request

1.1 Subject to this Return and Refund Policy and the terms and conditions of the Terms of Service, the buyer may request a return of the purchased goods (“Goods”) and/or a refund before the expiration of the DBcarts Guarantee period specified in the Terms of Service.

1.2 The DBcarts Guarantee is a service provided by DBcarts at the request of users to help them resolve certain disputes that may arise during the transaction process. Users may resolve disagreements privately before, during, or after using the DBcarts Guarantee, or they may contact the relevant local authorities for assistance in resolving any disputes.

2. Return Request

2.1 The buyer may only request a refund and/or return in the following circumstances:

The buyer has not yet received the goods;

The goods were defective and/or damaged upon delivery;

The received goods were incomplete (missing quantity or accessories);

The goods delivered to the buyer by the seller did not conform to the agreed specifications (e.g., incorrect size, color, etc.);

The goods delivered to the buyer differed significantly from the description provided by the seller in the product listing;

The received goods were counterfeit**;

The received goods had physical damage (e.g., dents, scratches, breakage);

The received goods were defective (e.g., malfunctioning, not working as expected);

By reaching a private agreement with the seller, and the seller must send a confirmation letter to DBcarts to confirm the agreement; or

Change of mind*

*The no-reason return policy applies only to specific product categories and is limited to specific sellers.

**The counterfeit goods return policy applies only to DBcarts Mall sellers.

2.2 Buyer requests must be submitted through the DBcarts mobile application.

2.3 DBcarts will review each buyer's application on a case-by-case basis and decide at its sole discretion whether the buyer's application is successful.

2.4 Please note that if DBcarts requires, the buyer must ship the goods to the location designated by DBcarts within ten (10) calendar days of submitting the return request.

2.5 DBcarts will decide at its sole discretion whether to approve your refund and return application. The buyer acknowledges and agrees that DBcarts' decision is final and binding, and undertakes not to bring any action or make any other claim against DBcarts or its affiliates in connection with such decision.

2.6 If the buyer has brought action against the seller, the buyer may provide DBcarts with formal notice from the relevant competent authority requesting DBcarts to continue holding the payment until a formal court ruling is made. DBcarts will decide at its sole discretion whether it is necessary to continue holding such payment.

3. Rights of Preferred Sellers

3.1 If you are a preferred seller, you should have received separate written notification from DBcarts informing you that you have been selected to participate in the DBcarts Preferred Seller Program. If you decide at any time not to participate in the DBcarts Preferred Seller Program, please notify DBcarts in writing; otherwise, you will be deemed to have chosen to continue participating in the DBcarts Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. DBcarts may suspend or cancel the eligibility of any preferred seller in the DBcarts Preferred Seller Program at any time at its sole discretion.

3.2 In accordance with Section 2 above, DBcarts' decision to approve a refund or return is binding on the relevant preferred seller. The preferred seller agrees to comply with DBcarts' decision and take all necessary measures to execute the buyer's refund or return request approved by DBcarts.

3.3 For any refund or return request approved by DBcarts, DBcarts will notify the preferred seller via email (“Email Notification”) and arrange for the return of the relevant item to be delivered to the address provided by the preferred seller in writing to DBcarts to complete the refund and return process, provided that address is located in the country where the relevant item was listed for sale on the website (“Local Address”). If the preferred seller fails to provide a Local Address for receiving the returned item, or fails to receive the returned item within a reasonable period (as determined by DBcarts), DBcarts reserves the right to dispose of the item in any manner it deems appropriate, and the preferred seller will be deemed to have waived all rights to the item. If the preferred seller does not receive the returned item, it must notify DBcarts within seven (7) days of receiving the Email Notification (“Notification Period”). Failure to notify DBcarts within the Notification Period will be deemed acceptance by the preferred seller of the item’s delivery, and the preferred seller agrees not to raise any claim or dispute regarding the item.

3.4 Notwithstanding the foregoing, DBcarts may, at its sole discretion, grant a refund or return for goods that have been approved, and the preferred seller shall be deemed to have forfeited all rights to the goods.

3.5 For any refund or return refused by DBcarts, if the relevant goods have already been received by DBcarts, DBcarts will arrange delivery of the goods to the relevant buyer's address in accordance with Section 2 above.

3.6 If DBcarts approves any refund or return request, the preferred seller may contact DBcarts and provide evidence supporting their appeal to appeal the decision. If DBcarts supports the preferred seller's appeal, it will pay the preferred seller all or part of the purchase price. The preferred seller acknowledges and agrees that DBcarts' decision is final and binding, and undertakes not to bring any action or make any other claim against DBcarts or its affiliates in connection with the decision.

4. Rights of Ordinary Sellers

4.1 For the purposes of this Refund and Return Policy, "ordinary seller" refers to a seller who is neither a marketplace seller nor a preferred seller. 4.2 Upon receiving a return and/or refund request from the Buyer, DBcarts will notify the Seller in writing. The Seller may respond to the Buyer's request according to the steps provided in the written notice by DBcarts. The Seller must respond within the period specified in the written notice (the "Specified Period"). If DBcarts does not receive a response from the Seller within the Specified Period, DBcarts will assume that the Seller has not responded to the Buyer's request and will evaluate the Buyer's request without further notice to the Seller. DBcarts will review the Seller's response on a case-by-case basis and, at its sole discretion, determine whether the Buyer's request is likely to be approved based on the Seller's statements.

5. Return Conditions

5.1 To ensure a smooth return process, the Buyer shall guarantee that the goods (including all gifts, such as accompanying accessories) are returned to the Seller in the condition they were received. We recommend that the Buyer take photos of the goods upon receipt.

6. Return Shipping Costs

(a) If the return shipping costs are due to an unforeseen error on the seller's part (i.e., delivery of damaged, defective, or incorrect goods to the buyer), the seller shall bear the buyer's return shipping costs.

(b) If the buyer changes their mind, the buyer shall obtain the seller's consent before submitting a return request, and the buyer shall bear the return shipping costs.

(c) If the buyer and seller dispute who is responsible for the return shipping costs, DBcarts shall determine the responsible party at its sole discretion.

7. Refunds

7.1 The buyer will only receive a refund after DBcarts receives confirmation from the seller that the returned goods have been received. If DBcarts does not receive a response from the seller within the specified time, DBcarts has the right to refund the corresponding amount to the buyer without further notice to the seller. The refund will be credited to the buyer's credit/debit card or designated bank account, whichever is applicable.

Last Updated: October 2, 2025