退款政策

Refund/exchange policy

The Dilwana refund policy states that goods are returnable within 30working days.

This clearly depicts that you have a time frame of 30 working days after receiving the product to actually place a request for a refund or an exchange.

 Certain products like intimate wear, perishables and accessories will not be returned.

Clients who wish to exchange will be liable for the transportation fee or the shipping costs. Refunds will be offered only if damages to the goods were entirely caused by the shop.

Refunds will be channeled through the same manner that the customer used when making payment for their purchase.

An exchange will only be allowed if the goods being exchanged for something else are still in good condition and have not experienced any damage. The item should be unused and should still have a price tag attached to it.

A receipt or proof of purchase is a necessity for the return to be approved.no exchange or refund will be processed without a proof of purchase

How to process your exchange /refund?

To begin a return you firstly contact the Dilwana customer service at info@dilwana.com.

The request will then be assessed and if it gets approved Dilwana will then send a return shipping label. Vivid instructions on the procedure to send the items and where to send them to will be stipulated in the email response

NB: It is mandatory to first send a request of exchange or return.it is important to note that items sent back without the proper procedure being followed will not be accepted.

For any queries kindly contact our customer service at info@dilwana.com

Damages

All products should be put under inspection immediately after delivery or reception. If any damages are incurred, it is then needful to immediately notify us so we may evaluate the problem and amend it.

Exceptions/non-returnable items

There are particular items that cannot be returned. These include perishables such as food, flowers or plants even. We also do not accept personal care products. hazardous material, flammable liquids or gases are also on the no return list.

Contact us on info@dilwana.com for more information in regards to this.

Dilwana will not accept returns on sale items or gift cards.

Exchanges

It is more efficient to return the item you need to exchange and upon approval you may then proceed to make an exchange, which will translate to you making a separate purchase

 

Refunds

A notification will be made as soon as the refund request has been inspected and approved or if it has not been approved. If the process has been approved, then an automatic refund will be made on the original payment method.

NB: It may take time for your bank or credit card company to process and approve the refund as well.

 

Imported Products:

For this particular service no refunds will be accepted

It is the obligation of the client to ensure that custom fees are settled upon arrival of the products

Note also that the delivery time expected is within a time frame of 1 week to 3 weeks. This will be dependent on the distance