Refund & Returns Policy
1. Scope and acceptance
This document governs your access to and use of the DadaGoods platform, including the website, mobile interfaces, application programming interfaces and related services (together, the "Platform"). DadaGoods is a business-to-business-to-consumer wholesale marketplace that connects verified suppliers with business and consumer buyers in seven storefront languages with a United States dollar ledger.
By registering an account, browsing the Platform, publishing a listing, placing an order or otherwise using the Platform, you confirm that you have read, understood and agreed to be bound by this document together with the DadaGoods Privacy Policy, Cookie Policy and Platform Rules. If you do not agree, you must stop using the Platform.
Where you use the Platform on behalf of a company or other legal entity, you represent that you are authorised to bind that entity, and "you" means that entity.
2. Orders and formation of contract
An Order is an offer by the Buyer to purchase from the Seller on the terms displayed at checkout. The contract of sale is formed when the Seller accepts the Order or, where the Platform accepts automatically on the Seller's behalf, when that acceptance is recorded. Order confirmation, payment status, despatch and delivery events are recorded on the Platform and are available to both parties in their account.
A Seller must accept or reject an Order within the period stated at checkout. Where an Order is rejected, or where an unpaid Order expires after the payment window configured on the Platform, any authorisation held is released. Neither party may cancel an Order that has already been accepted except as permitted by this document, the Refund & Returns Policy or applicable law.
3. Returns, cancellations and refunds
Consumer buyers in the European Union benefit from a fourteen-day cooling-off period running from the day the goods are received, during which an Order may be cancelled for any reason. Business buyers may cancel within the withdrawal window stated on the Listing. Goods must be returned in a condition consistent with the inspection a consumer may reasonably carry out, and the buyer bears the direct cost of return freight unless the goods are faulty, not as described or incorrectly supplied.
Where goods arrive damaged, defective, materially different from the Listing or are never delivered, the Seller bears the cost of return or replacement and must refund the price and the original delivery charge. Claims of this kind must be raised within the claim window published in the Refund & Returns Policy and must be supported by photographs or carrier documentation.
Refunds are issued to the original payment method. Refunds are initiated once the returned goods are received or, where no return is required, once the claim is approved, and are settled within the period required by applicable law after the payment processor clears the reversal. Personalised, perishable, hygiene-sealed and digital items may be excluded from the cooling-off right where the law permits.
4. Shipping and delivery
Sellers state the shipping method, cost and estimated delivery window for each Listing. The Seller is responsible for packing the goods adequately for international carriage, for completing export documentation and for despatching within the stated handling time. Risk passes in accordance with the delivery term stated on the Listing.
Estimated delivery windows are estimates, not guarantees, but a Seller that repeatedly misses its stated window is subject to the penalty schedule. Where a shipment is lost or damaged in transit, the Seller must cooperate in any carrier claim and must refund or replace in accordance with the Refund & Returns Policy. Delivery to the address recorded in the Order discharges the Seller's delivery obligation.
5. Taxes, duties and import charges
Prices exclude value-added tax, goods and services tax, customs duties and import charges unless the Listing states otherwise. Where a Listing is sold on a delivered-duty-paid basis the Seller is responsible for those charges; otherwise the Buyer is the importer of record and is responsible for any charge levied on importation.
Each party is responsible for its own income and corporate taxes. Sellers must provide valid tax registration details where required and must comply with their invoicing obligations. DadaGoods may withhold or report amounts where a legal obligation to do so applies.
6. Payment
Payment may be made through the payment methods offered at checkout, which may include card, PayPal, Stripe and other supported processors. Payment is collected in United States dollars. Payment processors handle card data under their own terms and DadaGoods does not store full card numbers.
An Order is released for fulfilment only after the processor confirms a successful authorisation or payment. Where a payment is reversed, charged back or found to be fraudulent, DadaGoods may suspend the affected Order or Listing, recover the amount from the Seller settlement for that Order, and record the event for audit purposes.
Repeated callbacks for the same transaction are handled idempotently; an amount that does not match the Order total is rejected. Sellers must not solicit payment outside the Platform for an Order placed through the Platform.
7. Complaints and appeals
Buyers, Sellers and third parties may submit a complaint through the Platform or to the contact address published in this document. A complaint should identify the Order or Listing concerned, describe the issue, state the outcome sought and include supporting evidence such as photographs, correspondence or carrier records.
Service levels are published in the Complaints and Appeals Rules: an acknowledgement is issued on the next Business Day, an initial substantive response within three Business Days, and a decision on an intellectual property complaint within seven days of a complete notice. A complaint that concerns the safety of a product is escalated immediately and may result in the Listing being suspended while it is investigated.
A decision may be appealed within the period stated in the decision. An appeal is reviewed by a person who was not involved in the original decision. Every complaint, measure and appeal is recorded in the audit log and a summary of closed complaints is available to the parties concerned.
8. Governing law and dispute resolution
These documents and any dispute or claim arising out of or in connection with them or their subject matter are governed by the laws of Hong Kong, China, without regard to its conflict-of-laws rules. The contracting entity is the platform operator identified in the compliance contacts section of this document.
The parties will attempt to resolve any dispute through the Complaints and Appeals procedure before commencing proceedings. Subject to that, the courts of Hong Kong, China have exclusive jurisdiction, save that either party may seek interim or injunctive relief in any competent court and save that a consumer may bring proceedings in the courts of the country in which the consumer is habitually resident. Where a consumer in the European Union brings a claim, the mandatory consumer-protection rules of that consumer's country of residence apply.
9. Compliance contacts
DadaGoods publishes the following points of contact and answers correspondence in English and in any of the seven storefront languages. Rights holders, data subjects, regulators and law-enforcement authorities should use the address that matches the subject of the enquiry.
Legal and compliance enquiries: legal@dadagoods.com. Intellectual property and DMCA complaints: ip@dadagoods.com. Data-protection and GDPR enquiries, including data-subject requests: gdpr@dadagoods.com. Digital Services Act and content-moderation enquiries: dsa@dadagoods.com. Written notices may be addressed to the contracting entity named in the footer of this site.
A request from a competent authority is acknowledged on the same Business Day, recorded in the compliance register and answered within the period stated in the request or, where no period is stated, within ten Business Days. We do not disclose personal data in response to an informal request that does not have a lawful basis.