Shipping & Returns

Effective Date: October 3, 2026

1. About Marketplace Orders

Products in the DOMINEXT marketplace are generally sold and fulfilled by independent sellers unless a product page expressly identifies DOMINEXT as the seller.

The seller identified on the product or order information is responsible for fulfilment, shipping, product conformity and the consumer obligations that apply to that seller under applicable law.

DOMINEXT provides the marketplace and may assist with communication, payments, refunds and disputes, but this does not remove any legal rights a customer has against the seller.

2. Shipping

Shipping methods, prices, destinations and estimated delivery times may vary by seller and product.

Customers should review the shipping information shown on the product page, seller information and checkout before completing an order.

Sellers are responsible for dispatching orders within the stated or agreed timeframe and for providing accurate shipping information.

3. Customs, Import Duties and Delivery Restrictions

International orders may be subject to customs procedures, import restrictions, taxes, duties, handling charges or other fees imposed by the destination country.

Unless the checkout or seller expressly states otherwise, the customer is responsible for charges imposed by customs or local authorities.

Customers are responsible for ensuring that a product may lawfully be imported into and possessed in the destination country.

4. Change-of-Mind Returns

Your right to cancel or return an order depends on the law that applies to the transaction, the status of the seller and the type of product purchased.

Where no mandatory right of withdrawal applies, an independent seller may choose to offer a voluntary return policy. Any voluntary policy shown by the seller applies in addition to, and does not replace, mandatory consumer rights.

5. EU Consumer Right of Withdrawal

If you are a consumer in the European Union and you purchase goods at a distance from a seller who is acting as a trader, you will generally have a legal right to withdraw from the purchase within 14 days without giving a reason, unless a legal exception applies.

For most goods, the 14-day period begins when you, or a person designated by you other than the carrier, receives the goods.

To exercise a right of withdrawal, you must inform the seller clearly before the withdrawal period expires. You may use the model form at the end of this policy, but you do not have to use that form if another clear statement is made.

6. Exceptions to the Right of Withdrawal

Applicable consumer law may exclude the right of withdrawal for certain goods. Examples under EU consumer law include:

• goods made to the customer’s specifications or clearly personalised;
• sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
• goods that deteriorate or expire rapidly; and
• other categories specifically excluded by applicable consumer law.

An exception applies only where the legal requirements for that exception are actually met. The fact that a product is intended for adult use does not, by itself, automatically remove a statutory right of withdrawal.

7. Returning Goods After Withdrawal

Where an EU statutory withdrawal right applies, the customer must normally return the goods to the seller without undue delay and no later than 14 days after informing the seller of the withdrawal.

The customer normally bears the direct cost of returning the goods unless the seller agreed to pay that cost or applicable law requires otherwise.

The customer may be responsible for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

8. Refunds Following an EU Withdrawal

Where a valid EU right of withdrawal applies, the seller must reimburse the payments required by applicable law without undue delay and generally within 14 days after being informed of the withdrawal.

For goods, the seller may generally withhold the refund until the goods have been received back or the customer provides evidence that the goods were sent back, whichever occurs first.

Where required by law, the refund includes the cost of the least expensive standard delivery option offered for the order. Additional delivery costs chosen by the customer, such as express delivery upgrades, may be excluded.

9. Faulty, Damaged, Unsafe or Incorrect Products

Statutory rights relating to faulty, damaged, unsafe, misdescribed or non-conforming goods are separate from any change-of-mind return policy.

If you receive a product that is damaged, defective, materially different from its listing or otherwise does not conform to applicable legal requirements, contact the seller and DOMINEXT as soon as reasonably possible.

Please include the order number and sufficient information to explain the problem. Photographs may be requested where reasonably useful to investigate the issue.

Nothing in this policy limits a remedy that cannot legally be excluded.

10. Wrong or Missing Deliveries

If an order has not arrived within the expected timeframe, or you receive the wrong product, contact the seller through the available order communication method or contact DOMINEXT support.

The seller remains responsible for fulfilling the order and addressing delivery failures to the extent required by applicable law.

11. Return Address

Do not send a marketplace return to DOMINEXT’s corporate address unless you have been specifically instructed to do so.

Returns should normally be sent to the address provided by the seller or through the return instructions supplied for the order.

12. Marketplace Assistance

If you are unable to resolve a marketplace issue directly with a seller, contact support@dominext.co.

DOMINEXT may review transaction information, facilitate communication or take action against a seller where marketplace rules have been breached. Any assistance provided by DOMINEXT does not reduce mandatory consumer rights.

13. Model Withdrawal Form

You may use the following form where a statutory right of withdrawal applies. It is not mandatory if you communicate the same decision clearly in another way.

To: The seller identified in your order confirmation

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s): _______________________________
Order number: _____________________________
Ordered on: _______________________________
Received on: ______________________________
Customer name: ____________________________
Customer address: _________________________
__________________________________________
Date: ____________________________________

14. Contact

Marketplace support: support@dominext.co