Complaints & Dispute Resolution Policy

1. Overview

DayByDeals aims to provide customers with a clear process for raising concerns relating to purchases made through the DayByDeals marketplace.

Complaints may relate to products, marketplace sellers, order fulfilment, deliveries, payments, returns, refunds or other aspects of an order.

The process and appropriate resolution will depend on the circumstances of the complaint, the available information, applicable DayByDeals policies and applicable consumer rights.

2. How to Submit a Complaint

Customers can submit a complaint through DayByDeals Customer Support.

Please Include

• Your DayByDeals order number.
• The product concerned, where applicable.
• The marketplace seller concerned, where applicable.
• A clear description of the problem or complaint.
• Relevant dates or delivery information where applicable.
• Photographs or other supporting information where reasonably required to review the issue.

3. Complaint Review

DayByDeals may review relevant information connected with the complaint, including order information, product details, delivery information, payment records available to DayByDeals, marketplace seller information and communications relating to the order.

Additional information may be requested where it is reasonably necessary to understand or investigate the complaint.

Some matters may require information from a marketplace seller, courier, supplier, payment service provider or another party involved in fulfilling the order.

4. Marketplace Seller Complaints

DayByDeals is a South African online marketplace. Products may be offered through DayByDeals by participating marketplace sellers.

Where a complaint concerns a marketplace seller, DayByDeals may communicate with the relevant seller and review information associated with the transaction.

Depending on the issue, the seller may be requested to provide information or take appropriate action relating to the order.

5. Order & Delivery Complaints

Delivery complaints may include circumstances such as:

• An order that appears materially delayed.
• A shipment that cannot be located.
• An incomplete delivery.
• An incorrect product being delivered.
• A product arriving damaged.
• Tracking information that appears inconsistent with the customer's delivery experience.

DayByDeals may review available tracking information and communicate with the relevant seller, fulfilment provider or courier where appropriate.

6. Product Quality, Fault or Damage Complaints

If a complaint concerns a product that is allegedly faulty, defective, damaged or materially different from the product ordered, an assessment may be required before the appropriate remedy can be determined.

Customers may be requested to retain the product, packaging and included accessories while the matter is being reviewed.

Photographs, serial information or other relevant product information may be requested where reasonably necessary.

7. Payment Complaints

Customers should contact DayByDeals if they believe there is a payment-related problem connected with a DayByDeals order.

Examples may include:

• A payment that appears to have failed.
• A duplicate or unexpected transaction.
• A payment status that does not appear to match the order status.
• A question relating to a refund payment.

8. Refund Complaints

If a refund has been approved but you have a concern regarding its processing, contact DayByDeals with your order number and relevant refund information.

After DayByDeals has processed a refund, additional time may be required for the funds to appear in the customer's account. This can depend on the processing times of the customer's bank, card issuer or payment service provider.

9. Supporting Information & Evidence

DayByDeals may request information that is reasonably necessary to review a complaint or dispute.

Depending on the issue, this may include:

• Order confirmation information.
• Photographs of a product or packaging.
• Delivery or tracking information.
• Relevant correspondence.
• Product model or serial information.
• Transaction information necessary to identify the relevant payment.

Customers should provide only information reasonably necessary for the complaint and should not provide confidential authentication credentials.

10. Possible Resolution

The appropriate outcome will depend on the circumstances of the complaint and applicable consumer rights.

Where appropriate, the resolution process may involve:

• Providing additional information or clarification.
• Correcting relevant order information.
• Investigating a delivery issue.
• Requesting action from a marketplace seller.
• Assessing a faulty or damaged product.
• Repair or replacement where applicable.
• Cancellation where applicable.
• Refund where applicable.
• Another remedy required or permitted under applicable law.

A particular remedy is not automatically guaranteed merely because a complaint has been submitted. The matter must first be considered based on the relevant circumstances and applicable rights.

11. Escalating a Complaint

If a complaint cannot be resolved through the initial Customer Support process, the matter may be escalated internally for additional review where appropriate.

Customers requesting escalation should provide the existing order number and any relevant complaint reference or previous correspondence so that the matter can be reviewed in context.

12. Unresolved Complaints

If a complaint remains unresolved after the applicable DayByDeals review process, customers retain any rights they may have to pursue an appropriate external complaint or dispute-resolution process available under applicable law.

Nothing in this policy is intended to prevent a customer from exercising a statutory right or using an external remedy that is lawfully available to them.

13. Fraudulent or Abusive Complaints

DayByDeals may take reasonable steps to protect customers, marketplace sellers and the marketplace from fraudulent, misleading or abusive activity.

Information submitted as part of a complaint should be accurate and should not intentionally misrepresent the circumstances of an order or transaction.

This provision does not limit a customer's right to raise a genuine complaint or exercise applicable consumer rights.

14. Consumer Rights

This Complaints & Dispute Resolution Policy is intended to operate consistently with applicable South African consumer protection law.

Nothing in this policy is intended to exclude, restrict or replace any statutory consumer right or remedy that cannot lawfully be excluded or restricted.

15. Contact DayByDeals

For complaints relating to a DayByDeals order, contact Customer Support and include your order number whenever possible.