Refund Policy

Refund Policy

This page covers how refunds work at DIIDS. It should be read together with our Return Policy, which explains what items are eligible for return in the first place.

When a refund applies

• Unopened, unworn items with the original packaging and hygiene seal intact, returned within the standard return window.
• Damaged, defective, or incorrect items — always eligible, regardless of packaging state, if reported within 7 days of delivery.
• Cancelled orders that haven't yet been shipped.

As stated in our Return Policy, opened or worn underwear cannot be returned or refunded, for hygiene reasons.

How refunds are issued

Approved refunds are issued to your original payment method via Paystack. Bank transfers and card refunds are typically processed by Paystack within 5–10 business days of approval, though your bank's own processing times may add a few extra days on their end.

How to request a refund

1. Contact us at [email protected] with your order number and the reason for your request.
2. For damaged, defective, or incorrect items, include a photo of what you received.
3. We'll confirm eligibility and next steps — exchange, replacement, or refund — within 2 business days.

Partial orders

If only part of your order is eligible for a refund (for example, one item in a multi-item order), we'll refund that portion only, and let you know clearly what's been processed.

Questions

If you have questions about a specific refund, email us at [email protected] with your order number.