1. Returns & Replacement Policy
1.1 The Customer can opt to return the product within 14 calendar days and request for a replacement but must provide the reason for doing so. However, the Product must be in its original shipping package and must have not been used by the Customer. If any of these conditions are not met, dinasou.com reserves the right to refuse the Product and either send it back to the Customer or the Customer shall forfeit the amount they have paid to the Company.
1.2 Steps on how to return or replace a Product:
(i) Log on to your Account.
(ii) Click My Returns on the left-hand-side panel.
(iii) Look for the Order Code with the Product you want to return.
(iv) Products with Orange button can be returned, while those with Gray button cannot be returned.
(v) Click on either 'Return' or 'Replace' under "Expect Approach".
(vi) Choose your reason for returning under "Reasons Application".
(vii) Type in the reason why you are returning or replacing the Product in the Problem Description box.
(viii) You must take a photo of the Product and then upload it in the space below Problem Description.
(ix) Under "Goods Return Mode", you must choose either "Shipping to Dinasou" for grocery items, or "Shipping to Merchant" for Brand Street items.
(x) You will have to fill in your shipping address, along with the contact name and phone number.
(xi) Once you click on "Submit Application", you will be redirected to another page with the title Track Returns Order.
(xii) Once your application for a Return or Replacement is approved, you will need to key in the Courier Pack Code (AWB) before shipping back the Product.
(xiii) You must also key in your chosen courier e.g. PosLaju.
(xiv) In the case of Refunds, you have two options: Dinasou Eggs, which is a type of store credit, or you could have the amount owed to you returned to Your Account. Those who paid by credit card and debit card can opt to have to be paid back with their original method of payment. Those who paid by online bank transfers will have the amount paid credited into their dinasou.com accounts.
(xv) The address for returns is as follows: Dinasou Group Sdn Bhd at No. 9, Industri Desa Aman, Jln YTN 3, Off Persiaran KIP 1, Kepong, 52200 Kuala Lumpur.
2. Items to be returned
Dinasou.com only accepts returned goods that fall under the category of dry goods e.g. personal care products or grocery items such as rice and coffee, among others, provided if there is good reason for returning them e.g. item has passed its expiry date. Dinasou.com will not accept the return of perishable items such as vegetables and meats, as well as items that require refrigeration such as dairy products. Perishable items also cannot be replaced. Items sold by Merchants i.e. Dinasou Brand Street can be returned, provided they meet the conditions as stated herein.
3. The conditions that warrant a valid return & replacement:
For Brand Street items
(i) Proof of purchase (order number, tax invoice, etc).
(ii) On the Online Return Form, Customers must include bank details if the original payment is made via an Online Payment Gateway. Dinasou.com has partnered with MOLPay as its Online Payment Gateway.
(iii) The return must be made within 14 calendar days, which starts from the date that the Customer received the Product to the post stamp printed on the package that is being returned to dinasou.com.
(iv) Customers must provide a valid reason in order to return the Product, which fall under the conditions as follows:
a) If the Product is damaged. The item may not be in a sealed condition and is not new. However, the item must come in its original box and complete with accessories and free gifts, if any. The item must also have its tags and labels attached.
b) If the Product is not working, but not damaged (no unsightly dents, tears etc). The item may not be in a sealed condition and not new. However, the item must come in its original box and complete with accessories and free gifts, if any. The item must also have its tags and labels attached.
c) If the Product does not fit the Customer (only applies to fashion items and not applicable to Products that come outside of Malaysia). The item may not be in a sealed condition. However, it must be new, not damaged, come in its original box and complete with accessories and free gifts, if any. The item must also have its tags and labels attached.
d) The Product is not as advertised on dinasou.com's website. The item may not be in a sealed condition. However, it must be new, not damaged, come in its original box and complete with accessories and free gifts, if any. The item must also have its tags and labels attached.
e) The Product is not what the Customer ordered, or wrong item delivered. The item may not be in a sealed condition. However, it must be new, not damaged, come in its original box and complete with accessories and free gifts, if any. The item must also have its tags and labels attached.
f) The Product has missing parts/components. The item may not be in a sealed condition and has accessories and/or free gifts missing. The item may also not come in its original box. However, the item must be new, not damaged and have its tags and labels attached.
NOTE: dinasou.com will not accept the return of a product if the customer changes their mind and wants to return the item.
For grocery items:
i) If the product(s) purchased are canned goods. Customer must check them thoroughly. If there are dents, the item(s) can be returned and replaced.
ii) If the product(s) are nearing their expiry dates. These items can be returned and replaced.
4. Terms for a Replacement
4.1 If the Product received is defective, or for some unforeseen circumstance, a technical error has occurred at the time of ordering, the Customer has the option of asking for a replacement.
4.2 Once the returned Product has reached our office/warehouse, dinasou.com will perform an evaluation to check whether the Product warrants a replacement, which may take up to 14 working days. Once this is completed, the Company will begin the process for replacement. An email will be sent to the Customer to notify them of the replacement. For the time being, dinasou.com only offers its services to residents in Kuala Lumpur and most places in Selangor.
4.3 Dinasou.com will take within 14 working days to deliver the replacement Product to the Customer.
4.4 The Customer will have to bear the return shipment cost if they have placed an Order for the wrong item.
5. Cancellation Policy
5.1 In the event that a Customer decide to cancel an Order after a submission has been made on dinasou.com's website, the Customer must promptly call the Company at 603-2106 9996 so that cancellation of the Order can be made. This must be done within 24 hours after Order has been submitted. For Customers who make their payment by credit card, they will get back their money via their original method of payment. For those who paid via online bank transfers, they will get the amount paid credited to their dinasou.com accounts.
5.2 Customers who cancel their orders without giving a reason will be imposed with a surcharge.
6. Refund Policy
All items are non-refundable. However, there are EXCEPTIONS:
i) If there is a case where a customer has paid double the amount purchased due to system error.
ii) When the price of an item has changed to a lower value within 14 days. Please refer to our Price Protection Policy at the bottom.
iii) When there is cancellation of an Order. Please refer to our Cancellation Policy above.
7. How does Dinasou Eggs work?
Dear customers, when you shop at at Dinasou.com, you will be rewarded with Dinasou Eggs.
"Dinasou Eggs" are a form of reward points and they can be used to make payments for grocery items and for Products purchased at Dinasou Brand Street. RM1 = 100 Dinasou Eggs. You can use your D. Eggs for your next purchase. Below is the formula to show you how you will get D. Eggs in the form of daily cashback.
Note: Dinasou Eggs cannot be used to deduct shipping/delivery fee. It can be used for certain promotion items.
Dinasou.com aims to provide price protection to the Customer as part of its mission to provide an efficient and enjoyable shopping experience at the online shopping mart. Price protection means that the Customer will be refunded the price difference within 14 days if the Customer finds the price of the item to be lower at a different time. For example, if the Customer purchases item A at RM 6.90 inclusive of GST at dinasou.com and finds the same item being sold for RM 5.90 at dinasou.com within 14 days, dinasou.com will pay the difference in the form of reward points, or "Dinasou Eggs". NOTE: Price Protection is not applicable to items such as onions, dried anchovies, potatoes, etc.