Returns, Exchanges, Cancellations & Refunds
If a customer is not satisfied, be it that their order was not completely delivered, it not being delivered on time, and/or the wrong item(s) being delivered, they can cancel the order entirely and/or request a partial or complete refund and we will either replace it, or credit your account, subject to our general terms and conditions.
This Policy applies to products bought from Dijo’s platform from Third Party Merchants and its own retail division.
Certain parts of this Policy do not apply to Deals, groceries stated and sold in a particular condition same as the reasons stated for the refund. Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.
This Policy forms part of the Dijo Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Summary
Dijo on food items and medication maintains a 12 hour, no-questions-asked, return policy provided that the product is in its original condition and packaging.
On receipt and examination of the returned product to the merchant, Dijo will reimburse the purchase price paid for the product, excluding any applicable charges. Dijo will at its on discretion choose to reimburse any delivery charges relating to the order. You may choose to receive credits for returned order. If Store credits are issued in respect of a return, the return will not be subject to Dijo’s returns administration fee.
Refunds are only processed within 21 working days of receipt of returned order.
How To Exchange Or Return
1. Send an email to sales@dijo.app with ‘Exchange or/and Return’ in the subject line. Providing your order number, product/s to be returned or exchanged and reason for the return. Or simply utilise the refund and return form within your app.
2. Once received, Dijo Support will process and email you a Returns Merchant Authorisation (RMA) delivery label.
3. Upon receipt of returned order, Dijo will process your exchange/refund within 21 working days.
Changed your mind?
Customer may cancel an order while processing. As expressed in our Delivery T&Cs, Processing will be the period in which the order is pending acceptance by the Merchant, the merchant is processing the order but not when the order is on route; on such cancellations, Dijo may charge between a R100 – R500 admin fee depending on the processing stage and any cost that might have been incurred by the Merchant, Deliveryman and/or Dijo in its attempt to honour your order.
Seller or Admin Cancellations?
In a case where a Seller might have over-listed a product on our website, we reserve the right to cancel the order and issue you a full refund immediately to your Dijo wallet or to your method of payment within 21 days.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the order from you at no charge. Once we have inspected the product(s) and validated your return, we will at your choice deliver the correct product to you immediately (if the correct product is available); or credit your account with the purchase price of the product within 24hours of the return (or refund you if that is your preference).
Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website. Should this be a food item, you must notify us immediately. We will arrange to collect the product from you at no charge. Once we have inspected the order and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
Gift Vouchers & Coupons
Gift Vouchers and Coupons cannot be redeemed for cash value and can only be used for purchases on our website.
Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only. If you return a product that does not comply with this Policy, you may be liable to reimburse Dijo for the cost of collecting the product from you and the cost of having the product returned to you and any other administrative fees it might incur in this process.
Under no circumstances will donations you make on our website, or any goodwill credit you may receive from us, be refunded.
Please note that in a case where you choose not to be refunded through your wallet, we only refund to the payment method that you originally used – i.e., payment by credit or debit card will be refunded to the same card, and payment by Instant EFT will be refunded to your nominated bank account.
