Returns and refunds

Who this policy covers

This policy applies to every order placed on dejoiy.com and in the dejoiy apps, whether the item is sold by dejoiy or by an independent seller on our marketplace. Each world (Shop, Nexus, Studio, QuickMart, Renew and Hire) may add rules that suit its products. Where a world rule differs, the world rule applies to that item. The return window and return type shown on the product page at the time you place the order is the one that applies to you.

Key terms

• Return: you send the item back and receive a refund.
• Replacement: you send the item back and receive the same item again, in working condition.
• Exchange: you send the item back and receive a different size or colour of the same product.
• Return window: the number of days from the delivery date within which you can request a return, replacement or exchange.
• Quality check: the inspection we or the seller carry out on a returned item, at pickup or at our facility.

Return windows by category

If a product page shows a different window, the product page wins for that item.

Condition of returned items

• Unused, unwashed, unaltered and undamaged.
• Original brand tags, labels, stickers and seals attached.
• All accessories, manuals, freebies, warranty cards and combo items included.
• In the original brand packaging and box, where reasonably possible.
• Phones, laptops, tablets and smart devices must be signed out of every account (Google, Apple, Samsung, Mi and so on), with screen locks and Find My Device removed and your data deleted.

If an item comes back used, damaged, incomplete or different from what we sent, we may reject the return and ship it back to you at no cost, or, with your agreement, offer a partial refund that reflects its condition. We always tell you the reason and share photos on request.

Damaged, defective, wrong or missing items

If your order arrives damaged, defective, different from its description, with missing parts, or if you received the wrong item:

1. Tell us within 48 hours of delivery where possible, from Your orders.
2. Upload clear photos of the item, the label and the outer package. For electronics, a short video of the fault helps.
3. Choose a replacement or a full refund.

We will pick the item up free of charge and refund any delivery charges you paid. For larger items, a technician visit may be arranged before a replacement is approved. Reporting later than 48 hours does not take away your rights, but it helps us resolve the issue faster if you report early.

How to start a return

1. Go to Your account → Your orders and choose the item.
2. Tap Return or replace and select a reason.
3. Choose refund, replacement or exchange, where available.
4. Pick a pickup slot, or choose drop-off if pickup is not available at your pincode.
5. Keep the item packed and ready with all accessories. Hand it to the courier and keep the pickup receipt.

You will see every step in Your orders and receive email updates.

Pickup and return shipping

• Pickup is free when the item is damaged, defective, wrong or missing parts.
• For change-of-mind returns, pickup is free unless the product page or the return screen shows a fee before you confirm.
• If pickup is not available at your pincode, we will ask you to self-ship to the address shown and reimburse reasonable courier charges up to the amount shown on the return screen.
• A courier may attempt pickup up to 3 times. If all attempts fail, the request closes and you can raise it again within the window.

Quality check

The courier or our team may check the item at pickup against the return reason, for example the brand tag, the serial number or IMEI, and the accessories. If the check fails at your door, the pickup is cancelled and the reason is shown to you. Other items are checked at our facility within 2 working days of arrival.

Refund timelines

We start your refund within 2 working days after the returned item passes its check. For cancellations before dispatch, we start it straight away. How long it takes to reach you depends on your bank or payment provider:

If a refund has not reached you within these times, contact us with the refund reference shown in Your orders and we will trace it with the bank.

What is refunded

• The price you paid for the returned item, after any discount applied to it.
• Delivery and cash on delivery charges, if the item was damaged, defective or wrong.
• For orders bought with a combo or bundle offer, returning one part may change the offer price. The return screen shows the exact refund before you confirm.
• Coupon value is not refunded as cash. If a full order is returned within the coupon validity, the coupon may be restored to your account.

Items that cannot be returned for change of mind

• Personalised or made-to-order items from Studio.
• Innerwear, lingerie, swimwear, socks and other intimate items.
• Beauty, personal care and grooming products once the seal is broken.
• Perishable groceries and fresh items from QuickMart.
• Ebooks and digital content once downloaded or opened beyond the free preview.
• Gift cards, vouchers and recharges.
• Items marked Non-returnable on the product page.

All of these are still covered if they arrive damaged, defective, expired or wrong.

Replacements and exchanges

Where stock allows, you can choose a replacement or a different size or colour of the same item instead of a refund. The new item ships once the original is picked up and passes its check. If the replacement or your size is not available, we refund you in full. Each item can be exchanged once.

Fair use of returns

To keep returns easy for everyone, we watch for misuse such as returning used or different items, removing parts, or repeated false claims. In those cases we may ask for more information, decline a return, limit returns on the account or, in serious cases, close it. We will always tell you before we limit returns on your account, and you can appeal through support.