Return Policy — Djoula

In short

You have 30 days after delivery to request a return of a physical item.
Defective, damaged, incorrect, or non-compliant product: free return and full refund.
Change of mind: returns accepted if the item is in its original condition; you are responsible for return shipping costs.
Downloadable products cannot be returned.

1. Time Limit

You can request a return of a physical item within 30 days of your order’s delivery.

2. How to Request a Return

In your account, open the relevant order and click “Request a Return.”
Check the items you want to return, specify the quantity and reason, and describe the issue (photos sent via messaging speed up processing).
The seller—or Djoula, for orders from multiple sellers—will review your request and provide you with the return address and instructions.
Return the item within 14 days of approval, properly packaged, and keep proof of shipment.

You can track the status of your request in “My Returns.”

3. Condition of the Item

If you change your mind, the item must be returned new, unused, complete (including accessories and instructions), and, if possible, in its original packaging. An item that has been used, damaged by you, or is incomplete may be refused or subject to a partial refund.

4. Excluded Items

downloadable products (files accessible immediately after payment);
hygiene products, cosmetics, underwear, and swimwear whose packaging has been opened;
perishable goods;
products that have been personalized or custom-made at your request.

These exclusions do not apply if the product is defective, damaged, or does not match its description.

5. Return Shipping Costs

Defective, damaged, incorrect, or non-compliant product: the seller is responsible for return shipping costs.
Change of mind: You are responsible for return shipping costs.
International shipping (seller located in a country other than the delivery address): You are responsible for return shipping costs, unless the product is defective or the seller sent the wrong item. Customs duties paid upon import are not refunded by the seller.

6. Refund

The refund will be issued after the seller receives and inspects the item, generally within 14 days.
It includes the price of the item and, if the return is due to a defect or a mistake by the seller, the original shipping costs.
Orders paid online: Refunds are issued via the payment method used (mobile money or card). The time it takes for the refund to appear in your account depends on your service provider or bank.
Orders paid upon delivery: The seller will refund you directly.
The portion paid with a gift card, loyalty points, or a referral credit will be refunded as store credit usable on the Platform, not in cash.

7. Package Not Received or Damaged

If your package does not arrive within the estimated delivery time, or arrives damaged or incomplete, contact the seller via the messaging system, then customer service if necessary. After verification (carrier tracking, photos), you will receive a replacement shipment or a refund.

8. Downloadable Products

Downloadable products cannot be returned: the file is accessible immediately after payment. If a file is defective, unreadable, or does not match its description, contact the seller via the messaging system or customer service: they will provide you with a corrected file or issue a refund.

9. Disagreement

If the seller refuses your return and you disagree, contact Djoula’s customer service, which will review the situation and propose a solution, as provided for in the Terms and Conditions of Sale.