Returns & Refund Policy

1. Overview

Dhaiban is a global multi-vendor marketplace. This means that products are sold and fulfilled by independent Sellers, not directly by Dhaiban, unless clearly stated otherwise.

Because each Seller may operate from a different country, return conditions can vary depending on the Seller’s policy and the local laws in the Buyer’s country.

This Returns & Refund Policy explains the general rules for returns and refunds on Dhaiban, and how we help facilitate a fair and transparent experience for both Buyers and Sellers.

2. Eligibility for Return

In general, a product may be eligible for return if:

• The item is damaged, defective, or not as described by the Seller.
• The wrong item, size, color, or model was delivered compared to what was ordered.
• The product is still within the allowed return window specified by the Seller (for example, 7–14 days from delivery in many cases).
• The item is unused, in its original condition, and includes all original packaging, tags, labels, and accessories unless the issue is related to damage or defect.

Exact return eligibility may differ from one Seller to another. Always review the specific return conditions shown on the product page or during checkout where available.

3. Non-Returnable & Restricted Products

Some products may not be eligible for return or may have stricter conditions due to hygiene, safety, or legal reasons, including but not limited to:

• Personal care items (e.g., grooming tools, opened cosmetics, health-related products) if the seal is broken or packaging is opened.
• Underwear, swimwear, and other intimate clothing items that have been worn or tried on.
• Food, beverages, and perishable items unless they arrive damaged or unsafe to consume.
• Customized, engraved, or made-to-order products unless there is a clear defect or error in customization.
• Digital products or downloadable content once the product has been accessed or used.

The final decision on whether an item is returnable depends on both the Seller’s policy and the applicable consumer protection laws in your country.

4. Return Window & Time Limits

The standard return window (when available) starts from the date the order is marked as delivered by the courier. The duration of this window may vary by Seller, product category, and country.

Some Sellers may offer:

• 7 days return window for selected categories.
• 14 or 30 days for fashion, accessories, or electronics.
• No returns for certain clearance, final sale, or heavily discounted items.

You will be informed about the return window (if applicable) on the product page or in your order details. Requests made after the return window has expired may be rejected.

5. How to Request a Return

If you believe your product is eligible for return, please follow these steps:

• Go to your Orders page on Dhaiban and select the order containing the item you want to return.
• Click on the option to Contact Seller or Request Return if available.
• Provide clear details about the issue, including photos or videos if the product is damaged, defective, or different from what you ordered.
• Wait for the Seller’s response and instructions regarding approval, pickup, or return shipping address.

In some cases, Dhaiban support may step in to help review your case and ensure the Seller responds within a reasonable time.

6. Condition of Returned Products

Unless the item is being returned due to damage, defect, or wrong delivery, returned products should generally meet the following conditions:

• Unused and in resellable condition.
• In the original packaging with all accessories, manuals, and tags included.
• No signs of wear, washing, or misuse for fashion and clothing items.

If a returned product is found to be used or damaged by the Buyer, the Seller may partially refund the amount, reject the return, or send the item back to the Buyer, depending on the case.

7. Refund Process

Once the Seller receives and inspects the returned item, they will decide whether the refund is approved based on their policy and the condition of the product.

If approved, your refund may be:

• Sent back to your original payment method (where possible), or
• Added as a wallet balance or store credit on Dhaiban.

Refund processing time can vary depending on your bank, payment provider, and country regulations. Typically, it may take several business days after the Seller confirms the refund.

8. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for return:

• If the item is defective, damaged, or not as described, the Seller will usually bear the return shipping cost, subject to their policy and local consumer protection laws.
• If you change your mind (e.g., you no longer want the product, or you ordered the wrong size), you may be responsible for the return shipping cost.

Always check the Seller’s return policy and any shipping cost notes before initiating a return.

9. Exchanges

Some Sellers may allow product exchanges (for example, a different size or color of the same item), while others may only offer refunds.

Where exchanges are not supported, you may be asked to return the original product (if eligible) and place a new order for the desired item.

10. International & Cross-Border Orders

Because Dhaiban connects Buyers and Sellers across multiple countries, some returns may involve international shipping and customs procedures.

In such cases, additional conditions may apply, including:

• Longer transit times for the returned shipment.
• Possible customs duties, taxes, or handling fees not refundable by courier or customs authorities.
• Restrictions on returning certain categories across borders (e.g., batteries, liquids, or regulated products).

11. Damaged, Missing, or Wrong Items

If your order arrives damaged, incomplete, or incorrect, please contact the Seller as soon as possible with:

• Clear photos or videos showing the issue.
• A description of what is missing, broken, or different from what you ordered.
• Your order number and any labels visible on the package.

Dhaiban may step in to help review such cases and ensure that Sellers follow fair practices and marketplace policies.

12. Seller Responsibilities

Sellers on Dhaiban agree to handle returns and refunds in a fair, transparent, and lawful manner. This includes:

• Clearly stating return and refund conditions where applicable.
• Responding to Buyer return requests within a reasonable timeframe.
• Inspecting returned products promptly and issuing approved refunds without unnecessary delay.
• Complying with all consumer protection, e-commerce, and tax laws in their country.

13. Dhaiban’s Role in Returns & Refunds

Dhaiban operates as an intermediary platform and is not usually a direct party to the sales contract between Buyer and Seller.

However, Dhaiban may:

• Provide tools for communication and return requests between Buyers and Sellers.
• Review disputes where there is evidence of fraud, abuse, or violation of marketplace policies.
• Take action against Sellers who repeatedly fail to honor fair return and refund practices.

14. Changes to This Policy

Dhaiban may update this Returns & Refund Policy from time to time to reflect changes in marketplace operations, legal requirements, or best practices.

Any updates will be published on this page with a revised “Last Updated” date. Your continued use of the Platform after such changes indicates your acceptance of the updated policy.

15. Contact & Support

If you have questions about a specific return, refund, or dispute, please first contact the Seller through the order page.

For additional help, you may contact Dhaiban support at:

• Email: support@dhaiban.com
• Phone: +20 11 1666 4471
• Address: 6th of October City, Egypt