Refund Process

This process explains what happens after an order cancellation, an eligible return or another refund claim. Read the Return Policy for eligibility and the Shipping Policy for delivery issues.

1. Start a request

Contact support@dwoflex.com with your order reference, the affected item, the amount or issue in dispute and any useful evidence. You can also call +233 20 278 2533.

You do not need to negotiate independently with a vendor before asking Dwoflex for help. We will coordinate with the seller and payment service. Do not send your password, payment PIN, card security code or one-time code.

2. Assessment and decision

We check the order and payment records and, where relevant, the returned item or delivery evidence. Some cases can be resolved without a physical return; support will confirm this.

Our service target is to assess the claim within 5 business days after we receive the relevant returned item or necessary information. We will tell you whether the refund is approved, the amount, the payment route and any reasons for a different proposed resolution. If we need more information or time, we will explain why.

Internal checks must not prevent a valid statutory cancellation or extend a legal deadline. You may ask support to review a decision and provide additional evidence.

3. How the amount is calculated

• The product refund is based on the amount actually paid for the affected item, after the discount applied to it at checkout, plus refundable tax.
• A full eligible order cancellation includes the paid delivery charge where required by law or where the order failed because of the seller or delivery service. We will explain delivery-charge treatment for a partial return.
• We do not deduct vendor commission or affiliate earnings from a customer refund. Those are internal settlement matters.
• We do not deduct restocking or processing penalties from a protected cancellation. Any lawful direct return-delivery cost is explained in the Return Policy.
• For a partial return, we explain the item-level discount allocation. We will not introduce a new charge or retrospective discount clawback that was not lawfully agreed before purchase.
• We will explain how a voucher-funded portion is restored. Store credit is not substituted for a refund of money without your agreement where a monetary refund is due.

4. Payment route and timing

We normally refund through the original payment method and account. If that route is unavailable, we will agree a secure alternative with the verified payer and explain any additional checks. We do not redirect refunds to an unrelated person on an unverified request.

Our service target is to submit an approved refund within 5 business days of approval. Submission to the payment provider and appearance in your balance are different stages. We will provide a confirmation or reference when available, and the provider's current estimate for crediting the funds. Card, mobile-money and bank-transfer timing can differ; no fixed provider-crediting time is promised here.

If ordered goods are unavailable, section 48(3) of Act 772 requires notification and repayment within 7 days after notification. A shorter applicable legal deadline takes priority over our service targets. Provider delays do not automatically extend our legal obligations.

“Business days” means Monday to Friday, excluding public holidays in Ghana. A period described simply as days, or calendar days, includes weekends and holidays.

5. Missing refunds or payment problems

If the confirmed refund has not appeared by the indicated time, contact support with the order and refund reference. We will trace its status with the payment provider and help resolve a failed or delayed transfer. You may also contact your bank or mobile-money provider using its official support channel.

If you report a duplicate charge, a payment for an order that failed to complete, or an unauthorised payment, we will investigate the transaction records and coordinate a correction where appropriate. Do not repeatedly pay again until the first payment's status is clear.

A payment-provider dispute or chargeback does not remove your right to contact us. Tell us about any amount already returned so that the same loss is not refunded twice. We do not require you to give up a legitimate dispute right merely to request assistance.

6. Questions and escalation

Email support@dwoflex.com or call +233 20 278 2533. If you disagree with the decision, ask for a review and explain the outcome you seek. This support process does not prevent you from using an available legal or regulatory remedy.