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Returns & Refunds Policy

Last updated: May 18, 2026

Overview

This Returns & Refunds Policy applies to all services facilitated through Dlvwy, including orders, subscriptions, and any other paid services. Dlvwy works directly with our partners (vendors, businesses, and service providers) to handle refunds on your behalf.

Cancellations

Orders

  • Before preparation — if you cancel before the partner begins preparing your order, you are entitled to a full refund.
  • After preparation — once preparation has begun, cancellation may not be possible or may incur a partial charge.
  • In transit — orders already in transit generally cannot be cancelled. Contact us to discuss options.

Services and Subscriptions

  • Cancellation terms for ongoing services are outlined in your service agreement.
  • You may cancel at any time, but refund eligibility depends on the stage of service delivery.

Refunds

When Refunds Apply

You may be eligible for a refund if:

  • A service was not delivered as described.
  • An order was not delivered or was incomplete.
  • You received the wrong items.
  • Items arrived damaged or in unacceptable condition.
  • A technical issue on our end prevented service delivery.
  • You were charged incorrectly.

How We Handle Refunds

Dlvwy manages the refund process directly, working with our partners to resolve issues:

  1. Contact us — reach out via WhatsApp, email, or the same channel you used to engage with the service.
  2. Provide details — describe the issue and include photos or documentation if relevant.
  3. Resolution — we review the case and coordinate with the relevant partner to issue a refund, replacement, or credit.

You do not need to chase individual vendors — we handle that on your behalf.

Refund Timeline

  • Refunds are typically processed within 5–10 business days.
  • Your payment provider may take additional time to reflect the refund.
  • We will notify you once a refund has been issued.

Returns

Perishable Goods

For food and other perishable items, returns are generally not applicable. Issues with quality should be reported immediately for a refund or replacement.

Non-Perishable Goods

Return eligibility depends on the specific partner’s policy. Where returns are accepted, items typically must be:

  • In their original condition and packaging.
  • Returned within the timeframe communicated at purchase.
  • Accompanied by proof of purchase.

Contact us and we will coordinate the return with the partner.

Disputes

If you’re unsatisfied with a resolution:

  1. Contact us with your transaction details and a description of the issue.
  2. We will review the situation and work with the relevant partner to find a fair outcome.
  3. We reserve the right to issue refunds on behalf of partners in exceptional circumstances.

Exceptions

Refunds and returns do not apply where:

  • You changed your mind after a service was delivered or an order was prepared (at partner discretion).
  • The issue was caused by incorrect information you provided.
  • A significant amount of time has passed since delivery or service completion (beyond 2 hours for perishable goods).

Contact Us

For help with returns or refunds: