Delivery & Order Management Policy

Products on Dona are listed and sold by independent Sellers. The Seller — not Dona — is responsible for having the item in stock, preparing it correctly, packing it safely and arranging delivery through couriers or delivery partners. Dona provides the platform, coordinates the order flow between you and the Seller, and gives you tracking and notification tools in the app.

Because Dona is generally not the seller and not a party to the sale contract, the delivery obligation is owed to you by the Seller. Where the law of the Republic of Uzbekistan places specific duties on the operator of an electronic marketplace, we comply with those duties in addition to the Seller's own obligations.

Sellers must meet the delivery commitments shown on their listings and at checkout. Seller delivery obligations are set out in more detail in the Seller Agreement.

You place an order in the app or on the website by adding one or more items to your cart or by buying directly during a live broadcast, choosing a delivery address and a payment method, and confirming the order at checkout. Before you confirm, the checkout screen shows the item price, the delivery fee, the estimated delivery time and the total in Uzbek so'm (UZS).

Your order is treated as submitted once you confirm it. Confirmation of the order and, where applicable, of payment authorisation creates a sale contract directly between you and the Seller. You will see the order in the app under your order history, and you will receive an in-app confirmation.

Placing an order is an offer to buy on the terms shown. A Seller may need to accept the order and confirm availability before it moves into preparation. If an item turns out to be unavailable after you order, the Seller or Dona will notify you and any amount charged for the unavailable item will be handled in line with the Payments & Refunds Policy.

You can follow your order through its lifecycle in the app. The typical statuses are:

• Placed — your order has been submitted and, where required, payment has been authorised.
• Seller preparing — the Seller has accepted the order and is picking, checking and packing your items.
• Handed to courier — the parcel has left the Seller and been passed to a courier or delivery partner.
• In transit — the parcel is on its way to your delivery address.
• Delivered — the parcel has reached you or your nominated recipient.

Additional statuses may appear, for example when an order is awaiting confirmation, partially fulfilled, delayed, returned or cancelled. The status shown in the app is the best available record of where your order is at any time.

Dona supports delivery across Uzbekistan, in Tashkent and in the regions, through couriers and delivery partners. The areas a particular Seller ships to, and the partners used, can vary from Seller to Seller and from item to item.

Some addresses — for example remote or hard-to-reach locations — may have limited service, longer delivery times or a different fee. Where an address cannot be served, this is shown at checkout or you are notified before the order proceeds.

The delivery time and the delivery fee for your order are shown at checkout before you confirm and pay. They vary by region, by Seller, by the size and weight of the items, and by the delivery option you choose.

Delivery times shown are estimates, not guarantees, unless a specific guaranteed date is expressly stated. Factors outside our and the Seller's reasonable control — such as weather, road conditions, courier capacity, public holidays or incorrect address details — can affect actual delivery times.

Where a delivery fee is charged, it is displayed as a separate line at checkout and included in your order total. Some Sellers may offer free delivery or promotional delivery pricing on certain items or above a certain order value; any such terms are shown at checkout.

After you place an order, you can track its progress in the app on your order details screen. As the order moves between statuses, Dona sends you in-app notifications and, where enabled, other messages so you know when it is being prepared, when it is handed to the courier, and when it is out for delivery or delivered.

Please keep your contact details and notification settings up to date so that you and the courier can reach each other. If tracking information appears to be stuck or inconsistent, contact us at hello@dona.uz with your order number and we will look into it.

When your order arrives, please check the parcel before accepting it where the courier's process allows. Confirm that the packaging is intact and that the items match your order.

If an item is missing, visibly damaged, or clearly not what you ordered, do not discard the packaging: note the problem, take photos if you can, and report it to us at hello@dona.uz as soon as possible with your order number. Your rights to a repair, replacement, refund or return of defective, wrong or damaged goods are set out in the Payments & Refunds Policy and are protected by the Law on Protection of Consumers' Rights.

For cash-on-delivery orders, please have the correct amount ready and obtain confirmation of payment. Full card details for card payments are handled by the licensed payment providers and are not stored by Dona.

Unless the applicable law provides otherwise, risk of loss of or damage to the goods passes to you when the goods are delivered to you or to a person you have nominated to receive them at the delivery address.

Title (ownership) in the goods passes as provided by the sale contract with the Seller and by applicable law, and normally no later than full payment and delivery. Nothing in this section limits your mandatory consumer rights in respect of goods that are defective, incomplete or not as described.

Delivery can fail for reasons such as no one being available to receive the parcel, an incorrect or incomplete address, or the courier being unable to reach you.

• Re-delivery. Where a first delivery attempt is unsuccessful, the courier or Seller may attempt delivery again or contact you to arrange a new time. Additional attempts may be subject to the courier's rules and, in some cases, a further fee.
• Wrong or incomplete address. Please make sure your delivery address and contact number are correct before you confirm the order. If a parcel cannot be delivered because of a wrong or incomplete address you provided, any resulting extra cost or delay may be your responsibility.
• Unclaimed parcels. If a parcel remains unclaimed after reasonable attempts to deliver or contact you, it may be returned to the Seller. Where you have paid in advance, refunds for returned, undelivered orders are handled under the Payments & Refunds Policy; delivery charges already incurred may be non-refundable depending on the circumstances and the applicable law.

If you know you will be unavailable, please update your order or contact us as early as possible.

Whether an order can be changed or cancelled after it is placed depends on how far it has progressed. Before a Seller starts preparing your order there is usually more flexibility; once it has been handed to a courier, changes may not be possible and a cancellation may need to be handled as a return.

To request a change or cancellation, use the options in the app where available or contact us at hello@dona.uz with your order number as soon as possible. Any refund arising from a cancellation is handled under the Payments & Refunds Policy. Your statutory rights to cancel or return, where they apply, are not affected by this section.

We and Sellers aim to meet the delivery estimates shown, but delivery can be delayed by events beyond reasonable control, including severe weather, natural events, transport disruption, strikes, power or network failures, acts of public authorities, or other force majeure.

Where a significant delay occurs, we or the Seller will use reasonable efforts to keep you informed through the app. A force majeure event does not remove your mandatory rights under the Law on Protection of Consumers' Rights, including any right to a remedy where goods are not delivered within an agreed or reasonable period.

If you are entitled to return an item — because it is of proper quality and you are exercising a statutory return right within the applicable period, or because it is defective, wrong or damaged — the Payments & Refunds Policy explains your rights and the conditions that apply.

This section explains the practical logistics of sending an item back:

• Start the return in the app or contact us at hello@dona.uz with your order number, so the return can be authorised and you receive return instructions.
• Condition of the goods. For a return of proper-quality goods, the item generally must be unused, complete, and in its original packaging, with proof of purchase, as required by the applicable consumer-protection law.
• How the item travels back. Depending on the Seller and your location, a return may be collected by a courier or sent back through a delivery partner; you will be told which method applies.
• Who bears return costs. Where an item is defective, wrong or damaged, the cost of return is not borne by you. Where you return a proper-quality item under a statutory return right, responsibility for return delivery costs is as provided by the applicable law and as shown in the return instructions.
• Refund after return. Once the returned item is received and checked, any refund is processed under the Payments & Refunds Policy, to the original payment method or to your in-app wallet where applicable.

Sellers are responsible for accurate delivery information, for preparing and dispatching orders within the times they commit to, for safe packaging appropriate to the goods, and for using reliable couriers or delivery partners. Sellers must keep order statuses up to date and respond to delivery problems promptly.

Where a Seller repeatedly fails to meet its delivery obligations, we may take action under the Seller Agreement and the Terms & Conditions, including restricting listings or the Seller's account. This does not limit any remedy available to you as a Buyer under Uzbek consumer-protection law.

Certain goods may not be sold or delivered, or may be delivered only under conditions and restrictions set by law — for example weapons, drugs and precursors, certain medicines, and age-restricted goods such as alcohol and tobacco where restrictions apply. Details are set out in the Prohibited & Restricted Items Policy.

Where the law requires proof of eligibility (for example age verification) at the point of delivery, the courier or Seller may check this and may refuse to hand over the goods if the requirement is not met.

Our corporate terms may state Singapore governing law and courts, as set out in the Terms & Conditions. However, the mandatory consumer-protection and personal-data provisions of the laws of the Republic of Uzbekistan apply to users in Uzbekistan and prevail over anything inconsistent in our terms.

Nothing in this Policy takes away your rights under the Law on Protection of Consumers' Rights, the Law on Electronic Commerce, the Law on Payments and Payment Systems or the Law on Personal Data. You may raise a complaint with us first, and you keep the right to seek help from the competent consumer-protection authority or the courts of the Republic of Uzbekistan.

We may update this Policy from time to time — for example, to reflect changes in delivery partners, service coverage, features or the law. When we make a material change, we will update the date shown above and, where appropriate, notify you in the app or by other reasonable means. Your continued use of Dona after a change takes effect means you accept the updated Policy, without affecting your mandatory rights under Uzbek law.

For any question or complaint about delivery or order management, contact us at hello@dona.uz with a clear subject line and your order number so we can help quickly.

You can also write to us by post at: GreenApps Private Limited, 20 Collyer Quay #09-01, Singapore 049319.

For related topics, see the Payments & Refunds Policy, the Terms & Conditions, the Seller Agreement and the Prohibited & Restricted Items Policy.