Complaints & Dispute Resolution Policy
How to raise a complaint, how we review order-related concerns and where to seek further assistance.
Submit a ComplaintDayByDeals aims to handle customer complaints fairly, transparently and within reasonable timeframes. Customers can contact DayByDeals for assistance with orders placed through our marketplace.
1. Purpose and Scope
This policy explains how Day By Deals (Pty) Ltd receives and handles complaints relating to purchases made through the DayByDeals website.
DayByDeals operates as a South African online marketplace. Products may be offered by Day By Deals (Pty) Ltd or participating marketplace sellers. The applicable seller is identified on the product listing.
This policy covers complaints concerning:
- Order processing and fulfilment.
- Delayed, missing or incorrect deliveries.
- Products that are damaged, faulty or not as described.
- Returns, refunds and order cancellations.
- Payment and pricing concerns.
- Marketplace seller conduct relating to an order.
- Customer service and unresolved order enquiries.
2. How to Submit a Complaint
Customers can submit complaints directly to our customer support team.
Information to Include
To help us review your complaint, please provide the following information where applicable:
- Your full name and contact information.
- Your DayByDeals order number.
- The product name and applicable seller.
- A clear description of the problem.
- The date on which the issue occurred.
- Relevant photographs, tracking information or correspondence.
- The outcome you are requesting.
Please do not include passwords, card PINs, banking PINs or one-time passwords.
3. Our Complaint Resolution Process
Complaint Received
We receive your complaint through our published support channels and identify the relevant order or issue.
Acknowledgement
We aim to acknowledge written complaints within two business days and provide a reference or identifying information for subsequent correspondence.
Review and Investigation
We review the available order information and supporting evidence. Where the complaint involves a marketplace seller or delivery provider, we may request additional information from the relevant party.
Proposed Resolution
We aim to resolve complaints within 15 business days where reasonably possible. Some matters may require additional time, including technical assessments, courier investigations or further information from a marketplace seller.
Outcome and Further Assistance
We communicate the outcome or next steps to the customer. If the matter remains unresolved, the customer may request further review or approach an appropriate independent dispute resolution body.
If we cannot resolve a complaint within the proposed timeframe, we aim to explain the reason for the delay and provide an update on the next steps.
4. Complaints Involving Marketplace Sellers
Products listed on DayByDeals may be sold by participating third-party marketplace sellers. The applicable seller is identified on the product listing.
Customers may contact DayByDeals about orders placed through the marketplace, including complaints involving participating sellers.
Where appropriate, DayByDeals may:
- Review the relevant order and seller information.
- Request an explanation or supporting evidence from the seller.
- Facilitate communication between the customer and seller.
- Review whether applicable marketplace standards have been followed.
- Assist with identifying appropriate next steps.
The applicable remedy depends on the circumstances, the responsible supplier, relevant policies and the customer's legal rights.
5. Complaint Outcomes
Depending on the complaint, available evidence, applicable policies and legal rights, possible outcomes may include:
Order Information
An explanation or updated information about the order or delivery.
Correction
Correction of an order-related issue where reasonably possible.
Return or Replacement
A return or replacement where the applicable conditions are met.
Refund
A refund where required by applicable law or provided for by the relevant policy.
No particular outcome is guaranteed merely because a complaint has been submitted. Statutory consumer rights remain applicable.
6. Escalating an Unresolved Complaint
If your complaint remains unresolved or you are dissatisfied with the response, you may request further review by DayByDeals. You may also approach an appropriate external consumer dispute resolution body.
Consumer Goods and Services Ombud (CGSO)
The CGSO provides independent dispute resolution services for qualifying complaints concerning the consumer goods and services industry. Its consumer complaint service is free of charge.
The CGSO determines whether a complaint falls within its jurisdiction. Customers should retain their order records and correspondence with the supplier.
Depending on the circumstances and jurisdiction, customers may also approach the National Consumer Commission or another competent authority. Nothing in this policy prevents customers from exercising their rights under applicable South African law.
7. Personal Information and Complaint Records
Information submitted in connection with a complaint is used to assess, investigate and respond to the matter. Where necessary, relevant information may be shared with the applicable marketplace seller, courier, payment provider or other party involved in resolving the complaint.
Personal information is handled in accordance with our Privacy Policy and applicable data protection requirements.
8. Related Policies
Submit Your Complaint
Please include your order number and relevant supporting information.
support@daybydeals.com 010 412 0260