Delivo Logo Go

Return and Refund Policy

At Delivo, we strive to ensure customer satisfaction with every order. This Return and Refund Policy outlines the terms and conditions for returns and refunds on our multi-vendor marketplace platform. By using Delivo, you agree to comply with this Return and Refund Policy.

1. General Guidelines

Delivo facilitates transactions between customers and independent vendors. Return and refund policies may vary depending on the vendor and the nature of the product or service. However, we have established general guidelines to ensure fair treatment of all parties involved.

2. Eligible Reasons for Returns and Refunds

Customers may be eligible for a return or refund in the following situations:

  • Order not received: The customer did not receive their order within the estimated delivery time
  • Incorrect or missing items: The order received is incomplete or contains incorrect items
  • Quality issues: The food or product quality does not meet reasonable standards
  • Damaged goods: Items are damaged upon delivery
  • Unauthorized charges: The customer's account was charged without their consent
  • Defective products: Non-food items that are defective or do not function as described

3. Return Process

To initiate a return:

  1. Log in to your Delivo account
  2. Navigate to the order in question
  3. Select "Request Return" and provide necessary details
  4. Our customer support team will review your request within 24-48 hours
  5. If approved, you will receive instructions for returning the item(s)
  6. Once the vendor receives and inspects the returned item(s), a refund will be processed

4. Refund Process

To request a refund without returning the item (e.g., for food orders):

  1. Log in to your Delivo account
  2. Navigate to the order in question
  3. Select "Request Refund" and provide necessary details
  4. Our customer support team will review your request within 24-48 hours
  5. If approved, the refund will be processed to your original payment method

5. Refund Timeframes

Once a refund is approved:

  • Credit/Debit Card payments: 5-10 business days
  • Delivo Wallet credits: 1-3 business days
  • Other payment methods: Timeframes may vary

6. Return Shipping

For eligible returns:

  • If the return is due to a Delivo or vendor error, we will cover the return shipping costs
  • If the return is due to customer preference, the customer may be responsible for return shipping costs
  • Specific return shipping arrangements will be communicated during the return process

7. Partial Returns and Refunds

In some cases, partial returns or refunds may be issued if:

  • Only part of the order is affected by quality or delivery issues
  • A reasonable portion of the order was consumed or used
  • The vendor offers store credit or a discount on future purchases

8. Non-Returnable Items and Non-Refundable Situations

Returns or refunds may not be available for:

  • Perishable items, unless there are quality issues reported immediately
  • Customized or personalized items, unless there are defects or errors
  • Intimate items or sanitary goods, once opened or used
  • Delivery fees, unless the order was not delivered
  • Requests made after the specified return period (typically 7-14 days, depending on the item)
  • Cases where the customer is unreachable for delivery

9. Vendor-Specific Policies

Some vendors on Delivo may have their own return and refund policies. These policies will be clearly displayed on the vendor's page and at checkout. In case of conflicts, the vendor's policy will generally take precedence unless it violates Delivo's minimum standards for customer protection.

10. Abuse Prevention

Delivo reserves the right to refuse returns, refunds, or close accounts of users who abuse the return and refund system or make excessive requests. We monitor return and refund patterns to ensure the fairness and sustainability of our platform.

11. Exceptions and Special Circumstances

In certain situations (e.g., large orders, special events, or during promotional periods), exceptions to this policy may be made at Delivo's discretion. Please contact our customer support team for assistance with special circumstances.

12. Dispute Resolution

If you disagree with a return or refund decision, you may appeal by contacting our customer support team. We will review your case and make a final determination based on the evidence provided and our platform policies.

13. Product Warranties

For non-food items that come with a manufacturer's warranty, the warranty terms will apply in addition to this Return and Refund Policy. Customers should contact the manufacturer directly for warranty claims after the Delivo return period has expired.

14. Changes to the Return and Refund Policy

Delivo reserves the right to modify this Return and Refund Policy at any time. We will notify users of any significant changes. Your continued use of Delivo after such modifications constitutes your acceptance of the updated Return and Refund Policy.

15. Contact Information

If you have any questions about this Return and Refund Policy or need assistance with a return or refund, please contact our customer support team.Contact Us.

By using Delivo, you acknowledge that you have read this Return and Refund Policy, understood it, and agree to be bound by its terms and conditions.