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    Refund Policy

    Last updated: September 3, 2026

    This page explains when you can ask to return something you bought, how your request is reviewed, and how its value comes back to you.

    What can be returned

    A return request is accepted when all of the following are true:

    • The order is yours - a claim from anyone other than the account that bought is not accepted.
    • The product is returnable - this is shown on the product page before you buy. Some things are not returnable by their nature: prepared food and drink, digital products once their link has been delivered, services once performed, and items made to your order.
    • The order is within the return window - a period that starts at the order date and is shown on your order page while it lasts. Once it passes, the return button disappears.
    • One request per item - the same item on the same order cannot be submitted twice.

    How to request a return

    1. Open My Orders in your account and select the order.
    2. Press return on the item you want, give your reason, and attach photos if the fault is visible.
    3. Follow the status of your request from the same page.

    How your request is reviewed

    A return needs both the seller and Delivaz to approve it. The seller reviews the item's condition and your reason; we review the request against the conditions above. You may be asked to send the item back before approval.

    How you get your money back

    Once a return is approved, the item's value is added to your Delivaz wallet and can be used on any later order on the platform. Delivery charges are refunded only where the return is due to a seller error or a faulty product.

    Cancelling before delivery

    You can cancel your order while fulfilment has not started. Once it has, cancelling becomes a return request and follows the route above.

    An order that did not arrive, or arrived wrong

    If your order does not arrive, or arrives incomplete or different from what you bought, do not wait for the return window: raise a report on the order from its page, or write to us from contact us, and we will follow it up with you and the seller.