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This policy covers products bought through Dwoflex Marketplace. Contact Dwoflex support to coordinate a return, including an order supplied by an independent vendor. Our Refund Process explains how money is returned.
1. Your return and cancellation rights
For eligible online goods purchases, notify us within 5 calendar days after receipt if you wish to cancel without giving a reason. Ghana's Electronic Transactions Act, 2008 (Act 772), section 49, provides this grace period, subject to its exceptions. The direct return cost may be payable by you. Rights concerning defective goods remain separate.
A longer return period expressly offered with a product will be honoured. Statutory rights are not removed by this policy, a vendor's policy, a sale label, missing original packaging or our internal approval process.
If your claim concerns a defect, an incorrect item, a misleading description or non-delivery, tell us promptly even if the ordinary cancellation period has ended. We will assess it under the applicable rights and warranty terms rather than automatically rejecting it as late.
2. Caring for an item you may return
Please handle goods carefully and return the item with its supplied accessories, instructions and any available original packaging. Reasonable examination to decide whether an item meets its description is different from continued use or damage after delivery.
Tell us about any use, missing component or damage so that we can assess the situation fairly. An order number, receipt or other reliable purchase evidence helps identify the transaction; a lost paper receipt alone will not prevent us from checking our records.
3. Items requiring a different assessment
Ordinary change-of-mind cancellation may not apply where a statutory exception applies, including certain perishables, made-to-order products, goods that cannot be returned by their nature, or unsealed recordings/software. Everyday food and beverage deliveries may also be treated differently.
A product's conditions should be explained before checkout. We will assess hygiene-sensitive goods, digital products and gift products according to their nature, fulfilment status and applicable law; they are not all automatically excluded merely by category. These limitations do not remove a remedy for an item that is defective, unsafe, incorrect or not supplied as agreed.
Discounted and clearance products follow the same applicable consumer protections. A reduced price does not by itself make an item non-returnable.
4. Requesting and sending a return
- Email support@dwoflex.com or call +233 20 278 2533. Include your order reference, item, date received and the outcome you want.
- We will confirm the next steps, the relevant return destination and whether collection or a return label is available. A reference number helps us track the parcel; waiting for that number does not change the date on which you notified us of cancellation.
- Pack the item securely and include the order/return reference. Remove personal data from devices where it is safe and appropriate to do so.
- Use the agreed delivery arrangement and keep a collection receipt or proof of posting. Contact us if you cannot use the proposed method so we can discuss an alternative.
Do not send a parcel to a vendor or office without checking the destination first. Different sellers may use different return locations.
5. Who pays for return delivery
| Reason | Return delivery arrangement |
|---|---|
| Eligible change of mind | You normally pay the reasonable direct return cost. We will explain the available arrangements. |
| Wrong, defective, damaged or materially misdescribed item attributable to the seller or delivery process | We arrange or cover a reasonable return method. Obtain instructions before paying a courier. |
| Exchange requested for preference, such as another size or colour | We confirm any agreed return and replacement-delivery cost before you commit. |
We do not impose a restocking fee or payment-processing penalty for a protected cancellation. Our Refund Process explains delivery-charge treatment and refund amounts.
6. Damaged, incorrect or unsafe items
Contact us as soon as reasonably possible. Reporting visible damage within 48 hours is helpful for carrier investigations, but it is a request for prompt notice, not a cutoff that removes your legal rights.
Photographs, packaging and a short description can help. We will consider other reasonable evidence if photographs are unavailable. Stop using a potentially unsafe item and ask us how to handle it; do not post hazardous goods without suitable instructions.
Depending on the issue and your applicable rights, the resolution may be a replacement, repair, price adjustment or refund. We will explain the proposed outcome and any reason for refusing a request.
7. Exchanges and assessment
Exchanges depend on stock and your agreement. We will confirm any price difference and delivery arrangement before proceeding. If an exchange is unavailable, we will discuss an eligible refund rather than require you to accept an unwanted substitute or credit.
Our service target is to assess a received return, or a claim needing no physical return, within 5 business days after the relevant item or necessary information reaches us. A pending assessment does not extend an applicable legal deadline. We will explain a delay and keep you updated.
8. Return location and support
The Dwoflex return location is:
Dwoflex Returns
BY45 Nii Anang Laryea Avenue
Frafraha–Adenta, Greater Accra Region
Ghana
Use this location only after support confirms it is appropriate for your item. The postal correspondence address is P.O. Box DT 2184, Adenta Flats, Accra, Ghana; it is not a parcel-return instruction.
Email support@dwoflex.com or call +233 20 278 2533 for assistance or to ask for a review of a decision.