Refund and Return Policy
Understanding our return and refund processes. Last Updated: 27th May, 2025
1Overview
This Refund and Return Policy outlines the guidelines for returning products and requesting refunds on the Dhream Market marketplace. We aim to provide a fair and transparent process for all customers while respecting vendor policies.
2Eligibility for Returns
Products may be returned under the following circumstances:
- Product does not match the description or images on the listing
- Product is damaged or defective upon arrival
- Wrong item was received (different product than ordered)
- Product is significantly different from what was expected
Returns must be initiated within 7 days of receiving the product. The product must be in its original condition with all packaging and tags intact.
3Non-Returnable Items
The following items are not eligible for return:
- Personal care and hygiene products that have been opened or used
- Digital products and downloadable content
- Items specifically marked as "final sale" or "non-refundable"
- Products damaged due to misuse or improper care
- Items returned after the 7-day window
- Products without proof of purchase
4Return Process
Step 1: Initiate Return
Contact the vendor directly through your order to initiate a return request. Provide your order number, a description of the issue, and photos if applicable.
Step 2: Return Approval
The vendor will review your request and approve or reject it within 3 business days. Approved returns will include instructions for returning the item.
Step 3: Ship the Item
Ship the item back to the vendor using a tracked shipping method. Keep the tracking number and shipping receipt for your records.
Step 4: Refund Processing
Once the vendor receives and inspects the returned item, the refund will be processed within 5-7 business days. The refund will be credited to your original payment method.
5Refund Timeline
- Return Review: 3 business days after vendor receives the item
- Refund Processing: 5-7 business days after approval
- Credit to Account: Depending on your bank, may take 10-14 business days
6Refund Methods
Refunds will be processed through the original payment method:
- Mobile Money: Refunded to the mobile money number used for payment
- Card Payments: Refunded to the card used for payment
- Bank Transfer: Refunded to the bank account used for payment
7Shipping Costs
- Defective or Damaged Items: Vendor covers return shipping costs
- Wrong Item Received: Vendor covers return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
8Exchange Policy
We do not currently offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired product. This ensures you get the exact item you want.
9Vendor-Specific Policies
Some vendors may have their own return policies that supplement this platform-wide policy. These vendor-specific policies will be clearly stated on their product listings. In case of conflict between vendor policies and this platform policy, the more customer-friendly policy will apply.
10Dispute Resolution
If you and the vendor cannot reach an agreement on a return or refund, you can open a dispute through our platform. We will review the case and make a final decision within 7 business days. Our decision will be binding on both parties.
11Cancellation
- Orders can be cancelled before they are shipped without penalty
- Once an order is shipped, standard return policies apply
- To cancel an order, contact the vendor immediately with your order number
12Contact Us
If you have questions about returns or refunds, please contact us through our Contact page or email support@dhreammarket.com. We are here to help resolve any issues fairly and quickly.