Returns, refunds & claims
Buying on DalpaMarket is protected end to end: your funds stay in escrow until delivery is confirmed, and every problem reported in time is handled — first with the seller, then by a DalpaMarket mediator if needed.
Your reporting deadlines, by product type
| Product type | Deadline | Expected proof |
|---|---|---|
| Perishables (fish, meat, eggs, fresh fruit & vegetables) | 48 hours | Photos upon reception (no physical return) |
| Live animals (poultry, cattle, fingerlings) | 24 hours | Photos or video upon reception |
| Dry products, equipment, textile, electronics and others | 7 days | Photos of the defect or non-conformity |
The process, in 3 steps
- Open the order in question then “Report a problem”: describe it precisely (item, quantity, defect).
- Attach your photos in the dispute conversation (“Photo” button): it is the most useful evidence.
- The seller responds; without an amicable agreement, a DalpaMarket mediator decides: refund (full or partial) or confirmation of the delivery.
Who covers the return?
- Product non-conforming, damaged, incomplete or different from the listing: return and refund at the seller's expense.
- Perishables: never returned physically — the dispute is settled on photos, in everyone's sanitary interest.
- Change of mind on a non-perishable product: possible if the seller accepts, return shipping at your expense, product unused in its packaging.
Your guarantees
While a dispute is open, the funds remain locked in escrow: the seller is not paid. Card refunds are credited back to the original payment method; for mobile money or cash, our team arranges the reimbursement.
Frequently asked questions
How long do I have to report a problem?
48 hours after reception for perishables (fish, meat, eggs, fresh products), 24 hours for live animals, 7 days for all other products.
Who pays the return costs?
If the product is non-conforming, damaged or incomplete, the seller covers the return. Perishables are not sent back physically: the photos attached to the dispute are enough.
When am I refunded?
As soon as the decision is made (seller agreement or DalpaMarket arbitration): bank card recredited within 5 to 10 business days to the original payment method; mobile money or cash, reimbursement arranged by our team within 72 h.
Is the seller paid during a dispute?
No. While a dispute is open, the order's funds remain locked in DalpaMarket escrow: the seller is only paid once the dispute is settled in their favour.
Reference: ToS, articles 6 and 8 · law no. 2016-412 on consumer protection.