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Order Cancellation and Return Policy
Cancellation Policy
The customer can choose to cancel an order any time before it's dispatched. The order cannot be canceled once it’s out for delivery. However, the customer may choose to reject it at the doorstep.
The time window for cancellation varies based on different categories and the order cannot be canceled once the specified time has passed.
In some cases, the customer may not be allowed to cancel the order for free, post the specified time and a cancellation fee will be charged. The details about the time window mentioned on the product page or order confirmation page will be considered final.
In case of any cancellation from the seller due to unforeseen circumstances, a full refund will be initiated for prepaid orders.
Dimarkethall reserves the right to accept the cancellation of any order. Dimarkethall also reserves the right to waive off or modify the time window or cancellation fee from time to time.
Return period and conditions for acceptance of returns
Subject to the rules set out in this Returns; Refunds Policy, sellers on Dimarkethall offer returns for most items within 7 days post delivery. We do not accept returns, for any reason whatsoever, after the returns period has lapsed. This does not affect your legal rights against the seller. You may return items purchased on Dimarkethall within the returns period, for the reasons listed below.
Reason for return Applicable product category Size is correct but doesn't fit as expected Clothing and shoes only Item stopped working well after usage All product categories except:
- clothing
- sport & fitness; and
- consumables
Item received broken or defective All product categories Item received with missing parts or accessories All product categories Item received used or expired All product categories Item seems to be fake/unauthentic All product categories Wrong item/colour / size/model All product categories We shall only accept returns of items that are unworn, unused and in the same condition you received them, with their original packaging and seal intact where applicable, unless the item became defective after delivery became damaged or defective after reasonable use (in accordance with manufacturers guidelines where applicable) during the returns period.
Items that cannot be returned
We do not accept returns of certain product categories for health and hygiene reasons Customer safety is important to us, so certain product categories cannot be returned due to health and hygiene reasons, or if they may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of these items if you received the wrong item; a damaged or defective item; or a fake or inauthentic item. You are not entitled to a refund or return of these product categories if you have changed your mind.
We do not accept returns of items that you have damaged after delivery We do not accept returns of used or worn items, unless the reason for return is that the item stopped working or became damaged or defective after reasonable use (in accordance with manufacturers guidelines where applicable) during the returns period. Items becoming defective after delivery is not an applicable return reason in respect of the following product categories: clothing, sport & fitness and consumables. If an item is covered by a warranty, and becomes damaged or defective during the warranty period, it is not covered by this Returns and Refunds Policy, but by the seller warranty.
Refunds
If we accept your return, or if you order but do not receive an item, we aim to refund you the purchase price of the item within the period of time stated .
For incorrect, defective, or damaged items, you will also be refunded for the full cost of delivery of the returned items, once your return is processed.
If the return is not the result of dimarkethall error or seller error (i.e. you changed your mind or the size does not fit as expected) you will not receive any refund on delivery fees. The refund request form shall state which payment method(s) for receipt of refunds are available to you.
Rejected return and refund requests and forfeiture
All items are inspected on return to verify the return reasons provided. If your return request is not approved by Jumia, you shall not receive any refund of the purchase price or the delivery fees, and we will make 2 attempts to redeliver within 3 business days.
If both re-delivery attempts are unsuccessful, we will immediately notify you that we will hold the item for a further 30 days from the date of the initial notification. Our notification will include details about pick up location and opening hours.
If you do not collect the item within the required period, you shall forfeit the item i.e. the item shall become dimarkethall property and dimarkethall may dispose of it in any manner that it determines appropriate e.g. by sale, charitable donation, recycling or destruction.
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