Refund Policy
At DipDiya, we aim to make your shopping experience simple and transparent. This policy explains how order cancellations and refunds are handled.
1. Order Cancellation by Customer
Customers may request cancellation of an order before the order has been dispatched.
To request cancellation, contact DipDiya as soon as possible using our customer support contact details.
Once an order has been dispatched, cancellation may no longer be possible.
If the parcel has already been handed over to the courier, the customer may need to follow the applicable return process after delivery.
2. Cancellation After Dispatch
Once an order has been shipped, it generally cannot be cancelled through the normal cancellation process.
If you no longer wish to receive the order, please contact us. Depending on the shipment status, we may advise you on the available return or refusal process.
3. Cancellation by DipDiya
DipDiya may cancel an order in circumstances such as:
- Product becoming unavailable
- Incorrect product or pricing information
- Technical/system error
- Payment failure
- Suspected fraudulent transaction
- Incorrect or incomplete customer information
- Delivery restrictions
- Unforeseen operational circumstances
If payment has already been received, the applicable amount will be refunded.
4. Refund for Cancelled Orders
Where a refund is applicable, it will generally be processed to the original payment method used for the order.
The time taken for the refund to appear in your bank account, card account or payment wallet may depend on the payment service provider or financial institution.
DipDiya cannot control the processing time of third-party banks or payment providers.
5. Refund for Returned Products
Refunds for returned products are subject to our Return/Exchange Policy.
After the returned product is received and inspected, we will determine whether the product meets the applicable return conditions.
If approved, the eligible refund will be processed according to the applicable payment and refund method.
6. Cash on Delivery Orders
For eligible Cash on Delivery orders, refunds cannot normally be made back to the original payment method because no online payment was made.
Where a refund is approved for a COD order, DipDiya may request appropriate bank/payment details from the customer for processing the refund.
7. Partial Refunds
Where applicable, a partial refund may be issued in circumstances where only part of an order is eligible for refund.
8. Refund Not Received
If you have received confirmation that a refund has been processed but the amount has not appeared in your account within the expected period, please contact us.
We may request transaction or payment details to help trace the refund.
9. Non-Refundable Situations
A refund may not be available where:
- The product does not meet the return conditions.
- The return request is made after the applicable return period.
- The product has been used, washed, altered or damaged after delivery.
- Original tags or packaging have been removed where they are required for return.
- The product has been damaged due to customer handling.
- The customer has provided incorrect information resulting in delivery failure, where applicable.
- The product was specifically customised or made to order, where applicable.
This does not affect any rights available to consumers under applicable law.