Effective Date: 01/12/2024
At Droply, customer satisfaction is our top priority. We strive to ensure that every product and service meets your expectations. In the event that you are not satisfied with your purchase, we offer a refund policy under the following terms and conditions.
Refunds are available for the following circumstances:
1.1 Damaged or Defective Products
If you receive an item that is damaged, defective, or not as described, you are eligible for a refund. You must notify us within 24 hours of receiving the product by contacting our customer service.
1.2 Expired Goods
If you receive an expired product, such as food or pharmacy items, you may request a refund or replacement within 24 hours of receiving the item.
1.3 Missing Items
If your order is incomplete and items are missing, you can request a refund or a replacement for the missing items within 24 hours of delivery.
The following items are not eligible for refunds:
2.1 Perishable Goods
Perishable goods, including fresh groceries and ready-to-eat foods, cannot be returned or refunded unless they are damaged, defective, or expired.
2.2 Pharmacy and Health Products
Due to health and safety regulations, pharmacy items such as medications, personal care products, and health supplements are non-refundable unless they are damaged or delivered incorrectly.
2.3 Services
Delivery fees, service charges, and any additional fees related to the delivery process are non-refundable.
To request a refund, follow these steps:
4.1 Approval and Timeline
Once your refund request is approved, the refund will be processed within 7-10 business days. The refund will be credited back to the original payment method you used when placing the order.
4.2 Replacement Option
Instead of a refund, you may choose to receive a replacement for the damaged, defective, or missing item. Replacements will be processed and delivered as quickly as possible.
4.3 Refund Denial
If we determine that the refund request does not meet our policy terms (e.g., late submission, misuse of products), we reserve the right to deny the refund request.
5.1 Order Cancellations by Customer
Once an order is placed, it cannot be modified or canceled. Please ensure that your order details are correct before confirming your purchase.
5.2 Order Cancellations by Droply
In rare cases, DCMart may cancel your order due to reasons such as product unavailability, delivery issues, or suspected fraudulent activity. If this occurs, you will be notified, and a full refund will be processed.
Droply reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our Platform. Your continued use of the Platform after any modifications indicates your acceptance of the updated policy.
If you have any questions or concerns regarding our refund policy, please contact us at:
Droply Customer Support
Email: support@droply.com
Phone: +254724000000
Address: Westlands, Nairobi.
