Refund & Return Policy
At Dizu, we are committed to ensuring a safe, transparent, and satisfactory shopping experience for both customers and vendors. This Refund & Return Policy explains the conditions under which customers may request a refund and how such requests are processed.
1. Eligibility for Refunds
Customers may request a refund under any of the following conditions:
1.1 Wrong Item Delivered
A refund is eligible if the product delivered is completely different from what was ordered.
1.2 Damaged or Defective Product
If the item arrives damaged, broken, expired, or unusable.
1.3 Item Not Delivered
If the vendor fails to deliver the order within the stipulated delivery timeframe.
1.4 Order Cancellation
Customers may only cancel an order before the vendor accepts it.
Once a vendor has accepted the order, the customer must contact the vendor directly to request that the order be discontinued. If the vendor agrees, the customer can then submit a refund request on Dizu App, along with appropriate evidence showing that the vendor approved the cancellation. Refund requests must be submitted before the vendor processes or dispatches the item.
1.5 Vendor Unavailability
If a vendor becomes unresponsive or unable to fulfill the order.
2. Conditions for Returns
Some products may require physical return before refunds are processed. This applies especially to:
- Electronics
- Fashion items (unworn, with tags)
- Home appliances
- High-value items
Customers must return the product in the condition it was received, including packaging, accessories, and documentation.
3. Non-Refundable Items
Refunds may not apply to:
- Perishable goods (food, flowers, fresh produce)
- Digital goods or top-ups (airtime, data, electricity tokens)
- Items marked “Non-returnable” on their product page
- Services already rendered
4. Refund Request Process
Customers can request a refund through the Dizu App or website:
- Go to Support → Generate a ticket
- Tap Report an issue or Request Refund
- Select a reason for the request
- Upload evidence if required (photos, description, etc.)
- Dizu Support reviews the case and communicates the decision
5. Investigation & Resolution Timeline
- All refund cases are reviewed within 48 hours.
- Complex disputes involving vendors may take up to 5–7 business days.
- Customers are updated throughout the review process.
6. Refund Methods
Approved refunds will be processed through any of the following methods:
6.1 Dizu Wallet Refund
Funds are automatically credited to the customer’s Dizu Wallet after 5 minutes of no response from the vendor. Customers can use the balance for future purchases or request for withdrawal to their bank account which may take 2–7 business days via paystack
6.2 Original Payment Method
For card or bank payments, refunds may take 2–7 business days depending on the customer’s financial institution.
7. Vendor Responsibilities
Vendors are required to:
- Respond to refund or dispute cases within 24 hours
- Provide necessary evidence when requested
- Accept responsibility for wrong, fake, or damaged items
- Avoid delaying or disputing valid refund claims
Repeated violations may result in vendor account suspension or removal.
8. Dispute Resolution
If there is a disagreement between the customer and vendor, Dizu will act as a neutral mediator.
Dizu may:
- Issue a full or partial refund
- Request product return
- Facilitate a replacement or re-delivery
- Take disciplinary action on the vendor (where necessary)
Dizu’s decision is final based on the platform policy.
9. Fraud Prevention
Dizu may deny refund requests if fraud or misuse of the refund system is suspected, such as:
- Repeated false claims
- Failure to provide requested evidence
- Intentional damage of items
Such actions may result in account restrictions.
10. Contact Information
For support or refund-related inquiries:
Email: support@dizu.ng
Phone: +2347033137197
Live Chat: Available on the Dizu website
Website: www.dizu.ng
