Refund policy

Return & Refund Policy — DzKaba

1. Overview

At DzKaba, customer satisfaction matters.
We apply strict hygiene and safety standards, especially for food, cosmetics, and pet-related products.

Due to the nature of our catalog and our current delivery setup, returns, exchanges, and refunds are subject to specific conditions outlined below.

2. Delivery Scope & Service Conditions

DzKaba currently delivers only within Alger and Blida.

Orders are delivered either:

  • directly by DzKaba, or

  • through partner delivery agents.

Delivery fees and delivery time slots are confirmed by phone after order validation.

Pickup is available on request and confirmed after order validation.

3. Eligibility for Exchange or Refund

You may request an exchange or refund if, upon delivery, the product is:

  • Damaged

  • Expired

  • Defective

  • Incorrect (wrong item delivered)

⚠️ Requests must be reported within 48 hours of delivery.

Proof (photos or videos) is required.

4. Non-Returnable Items (Physical Returns)

For hygiene and safety reasons, the following items cannot be physically returned:

  • All food products (dry, canned, fresh, frozen)

  • Pet food or animal care products once opened

  • Cosmetics or hygiene items that are opened or used

  • Items marked as Promotion, Clearance, or Final Sale

👉 These items may still qualify for an exchange or refund if they are damaged, expired, or incorrect upon delivery.

5. Return, Exchange & Claim Process

To submit a request:

  • Contact us within 48 hours of delivery by phone

  • Provide your order number

  • Send clear photos or videos showing the issue

Our team will review your request and communicate the next steps.

If a physical return is approved (non-hygiene items only), the product must be unused, in its original packaging, and include proof of purchase.

6. Shipping & Return Costs

If DzKaba is responsible for the issue (damage, defect, or incorrect item), all replacement or return costs are covered by DzKaba.

Returns based on customer preference or change of mind are not accepted.

Delivery fees are refunded only when DzKaba is responsible for the issue.

7. Refund & Exchange Processing

  • Exchanges are prioritized whenever possible.

  • Refunds are processed only when an exchange is not feasible.

For Cash on Delivery (COD) orders, refunds are issued via an agreed alternative method.

Refund or exchange processing time: 5–7 business days after approval.

8. Damaged or Incorrect Orders

If you receive a damaged, leaking, expired, or incorrect item:

  • Report the issue within 48 hours

  • Provide clear photos or videos

DzKaba will arrange an exchange or refund at no additional cost.

9. Contact

For questions regarding returns, exchanges, or delivery:

📱 Contact by phone only
🕒 Support hours: 7 days a week, from 9:00 AM to 8:00 PM