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Returns & Exchanges Policy

Last updated: April 17, 2025

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.

Returns

All returns must be postmarked within fourteen (14) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.

Return Process

To initiate a return, please contact the vendor directly or reach out to our support team at support@dmwm.africa. Once your return is approved, you’ll receive detailed instructions on how to proceed.

  • Securely place the item in its original packaging
  • Include proof of purchase (such as your order confirmation email)
  • Attach any return form if provided
  • Ship the item back to the vendor’s return address (provided in the instructions)

Note: DMWM is a multi-vendor marketplace. Return addresses vary by vendor. Customers will receive the appropriate return address and instructions directly from the vendor or our support team upon initiating a return request.

Return shipping charges will be paid or reimbursed by us.

Refunds

After receiving your return and inspecting the condition of your item, we will process your refund or exchange. Please allow up to 7 business days from the receipt of your item for us to process your return. The time it takes for the refund to reflect in your account depends on your original payment method:

  • Credit/Debit Cards: Typically 3–7 business days.
  • Bank Transfers: Generally 0–3 business days.
  • Mobile Money & Digital Wallets: Varies by provider; usually within 1–5 business days.
  • Other Methods: Processing times may vary; please consult your payment provider for specific timelines.

We will notify you by email once your return has been processed.

Exceptions

The following items cannot be returned or exchanged:

  • Pharmacy, Health & Wellness: Opened supplements, medications, or personal medical devices (e.g., thermometers, nebulizers), as well as COVID-19 or similar test kits, are not returnable — unless the item is expired, defective, misrepresented, or causes an adverse health reaction supported by medical evidence.
  • Beauty & Personal Care: Used or unsealed cosmetics, skincare, hair care, and hygiene products such as lipsticks, razors, lotions, and shampoos cannot be returned unless proven to be defective, expired, or causing verified adverse health effects.
  • Baby & Kids: Opened diapers, baby wipes, and feeding bottles cannot be returned due to hygiene concerns. However, car seats, strollers, or similar safety-related items may be eligible for return if they are found to be defective, unsafe, or not as described — even if assembled — provided the issue is reported within the return window and supported by evidence.
  • Food & Grocery: Perishable items like fresh produce, frozen foods, dairy products, and any food packages that have been opened or damaged are generally non-returnable. However, returns may be accepted if the item is spoiled, expired, moldy, or otherwise unfit for consumption at the time of delivery or pickup — provided the issue is reported promptly with proof.
  • Digital Goods: Downloaded software, eBooks, digital files, subscriptions, and gift/prepaid cards are generally non-returnable. However, returns may be considered if the file is corrupted, incomplete, fails to download, or includes a non-functional activation or subscription key — provided the issue is reported within a reasonable time and has not been resolved by the seller.
  • Fashion & Accessories: Undergarments, swimwear, and socks are non-returnable unless unopened, unworn, and in original packaging. Clothing that has been worn or washed cannot be returned. Perfumes, jewelry, and accessories may not be returned if opened or used — except in cases of misrepresentation, counterfeit items, or if the received product significantly differs from what was advertised.
  • Entertainment: Opened CDs, DVDs, Blu-rays, and video games are non-returnable unless they arrive damaged or defective; tickets to events or experiences are non-refundable.
  • Pets: Opened pet food or treats and any used pet grooming tools (e.g., brushes, combs, clippers) are non-returnable unless the item is expired, defective, or damaged upon delivery.
  • Home & Living / Appliances: Installed or used large appliances and unsealed mattresses are non-returnable unless defective, damaged upon delivery, or covered under a stated warranty or satisfaction guarantee.
  • Arts & Crafts: Opened paints, markers, glues, or similar consumables are non-returnable unless they arrive damaged, dried out, or unusable. Custom or made-to-order items cannot be returned unless they were received incorrect, defective, or damaged.
  • Miscellaneous: Items in this category may include unique, category-defying, or multi-purpose products. As such, returns may not be accepted for items marked as “final sale,” “non-returnable” at checkout, or those that are personalized, custom-made, or otherwise ineligible due to their specific nature or usage.
  • Active Lifestyle & Recreation: Hygiene-related items such as water bottles, mouth guards, and similar personal-use gear are non-returnable once opened or used. Safety equipment like helmets, climbing gear, or protective accessories may not be eligible for return once used unless found to be defective or unfit for their intended purpose.
  • Automotive: Opened car care chemicals (e.g., oils, polishes, and cleaners) are non-returnable. Auto parts that have been installed or used may not be eligible for return unless found to be defective, damaged, or incompatible with the specified vehicle despite correct installation.
  • Electronics: Devices showing signs of activation, tampered packaging, or used accessories (e.g., earbuds, chargers, etc.) may not be eligible for return unless proven to be defective, counterfeit, or materially different from their description. Customers are entitled to a return or refund if the item is faulty, non-genuine, or not as advertised.
  • Appliances: Items that have been installed, show visible signs of use or wear, or include opened accessories, filters, or consumables may not be eligible for return — unless proven to be defective, damaged during shipping, or materially different from what was advertised.

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.

Please Note

  • Returned items must be in their original packaging and unused unless defective.
  • Returns must be initiated within 14 days of receiving the item.
  • Certain items may require photographic evidence of damage or defect before return is approved.
  • Return shipping costs are non-refundable unless the item is defective or incorrect.
  • We reserve the right to refuse returns that do not meet our policy conditions.
  • Custom-made or personalized items are not eligible for return.

Questions

If you have any questions concerning our return policy, please contact us at: support@dmwm.africa