Refund and Returns Policy

At Diman Online, we want you to be completely satisfied with your purchase. Our goal is to make the return and refund process as smooth as possible for you. This policy outlines the steps and conditions for returning products purchased from our multi-vendor marketplace.

1. Return Window

You have 5 days from the date of delivery to initiate a return request. We cannot accept returns requested after this 5-day period has passed.

2. Eligibility for Return

To be eligible for a return, your item must meet the following conditions:

• The item must be unused and in the same condition that you received it.
• The item must be in its original packaging.
• The item must have no damage of any kind.

3. Non-Returnable Items

For hygiene and quality reasons, some items are not eligible for return. These include:

• Gift items.
• Any items that are clearly marked as non-returnable on the product page.

4. How to Initiate a Return

Step 1: Contact Us

To start a return, please contact our support team at [email protected]or through our website’s contact form. You must provide the following information:

• Your Order Number
• The name of the item(s) you wish to return
• The reason for the return
• A clear photograph of the item if it is damaged or incorrect.

Step 2: Return Authorization

Once your request is received, our team will review it and notify you of the approval or rejection of your return. If approved, we will provide you with instructions on how and where to send the item.

5. Return Shipping

• Customer Responsibility: For all returns, except for damaged or incorrect items, the customer is responsible for the cost of return shipping. You must use a trackable shipping service and share the tracking number with us.
• Vendor Responsibility: If the return is due to an error on the vendor’s part (e.g., the item is damaged, defective, or incorrect), the vendor will be responsible for the return shipping costs. We will provide you with a pre-paid return shipping label or instructions from the vendor.

6. Refund Process

• Inspection and Approval: Once the returned item is received by the vendor or the marketplace (as per the return instructions), it will be inspected. We will notify you once the item has been received and has passed the inspection.
• Refund Issuance: If the return is approved, your refund will be processed. The refund will be issued to your Diman Online customer wallet within 2 business days after the item has been inspected. You can use your wallet balance for future purchases on the Diman marketplace.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please notify us within 24 hours of delivery. You must provide clear photographs of the damage or the incorrect item. Our team will coordinate with the vendor to resolve the issue promptly, which may include a full refund and arranging for the return shipping to be covered.

8. Contact Us

If you have any questions about our Refund and Returns Policy, please do not hesitate to contact our customer support team at [email protected] or visit our Help Center.