Returns & Refunds Policy

This Returns & Refunds Policy forms part of our Terms of Service. Please read it together with our Shipping & Delivery Policy.

Definitions

Carrier means any postal operator, courier, express carrier, freight forwarder, line‑haul provider, last‑mile delivery partner, customs broker, or any agent, affiliate, or subcontractor engaged by them.

Customs Authority means any government body responsible for import, export, and border controls.

Return window

You have 30 days from the day you receive your item to request a return.

Eligibility

Items must be in the same condition you received them, unworn or unused, with tags, and in the original packaging. A receipt or proof of purchase is required.

The following are non‑returnable unless faulty: custom or made‑to‑order products, personalised items, hazardous materials, flammable liquids or gases, gift cards, and items marked final sale or clearance.

How to start a return

Email info@docwob.com with your order number, the item(s) you wish to return, and the reason. We will reply with a return authorisation and the correct return address.

Items sent back without prior authorisation will not be accepted.

Who pays for return shipping

• If we made a mistake or the item is faulty: we will cover reasonable return shipping or provide a prepaid label.
• Change of mind, wrong size, not wanted: you are responsible for return shipping costs and for the parcel until it reaches us.

Please use a tracked service and keep your receipt.

International returns, duties and fees

Our prices and shipping charges do not include import duties, taxes, brokerage, disbursement, advancement or other fees charged by Carriers or Customs Authorities.

• These charges are not refundable by us. If eligible, you may seek a refund directly from the Carrier or your Customs Authority.
• If you refuse to pay import charges and the parcel is returned to us, we will refund the product price minus: outbound shipping, any return shipping, and any customs, handling or administrative fees charged to us by the Carrier or Customs Authority.
• If a parcel is abandoned or destroyed due to non‑payment, no refund is due.

U.S. customers

From 29 August 2025, all parcels entering the United States may incur duties, taxes and Carrier fees regardless of value. Delivery times may be longer due to customs clearance. See our Shipping & Delivery Policy for details.

Exchanges

For the fastest exchange, return the item for a refund once approved and place a new order for the replacement.

EU right of withdrawal

If your order is shipped into the European Union, you may cancel within 14 days for any reason. You must return the goods in saleable condition as above.

• We will refund the product price and the standard outbound shipping cost.
• You are responsible for return shipping costs.
• We may deduct for any diminished value caused by handling beyond what is necessary to inspect the goods.

Damages and issues

Inspect your order on arrival. If an item is defective, damaged, or incorrect, contact info@docwob.com immediately so we can evaluate and make it right.

Refunds

We will notify you when we receive and inspect your return. If approved, we will process a refund to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.

If more than 15 business days have passed since approval, contact info@docwob.com.

Important notes

• Return address is provided after authorisation to ensure correct routing.
• We do not accept returns to PO boxes or parcels sent cash‑on‑delivery.
• We do not split orders into multiple parcels to avoid customs charges.
• Cross‑border exchanges are treated as a new order and may incur new duties and Carrier fees.

 

Last updated: 27 August 2025