Returns & Refunds Policy

1. How escrow protects you

When you pay for an order, DANEG holds the money rather than passing it straight to the seller. The seller is paid only after you confirm the item arrived as described, or automatically once the inspection window closes without a dispute.

2. Inspection window

You have 3 days from delivery to inspect the item and either confirm it or raise a problem in the app. If you do nothing, the order is treated as accepted and the seller is paid.

3. When you can return an item

Because DANEG sells pre-loved items between individuals, there is no general change-of-mind return. You can return an item and get a full refund when:

• The item is counterfeit or its authenticity cannot be confirmed.
• It is materially different from the listing — wrong item, wrong size, wrong colour.
• It has damage or flaws that were not disclosed in the listing.
• It never arrived, or arrived damaged in transit.

4. When a return is not accepted

• You changed your mind or it did not suit you.
• Flaws, wear, or measurements that were clearly disclosed in the listing.
• Minor colour variation caused by screens and photography.
• The item has been worn, altered, washed, or damaged after delivery.
• The problem was reported after the inspection window closed.

5. How to raise a return

Open the order, tap Report a problem, and describe the issue with clear photographs of the item and its packaging. Message the seller first where you can — most issues are settled directly in chat.

6. Disputes

If you and the seller cannot agree, open a dispute from the order screen. Our team reviews the listing, the chat, and the evidence from both sides and decides within 5 business days. While a dispute is open the funds stay in escrow.

7. Return shipping

Where a return is approved because the item was misdescribed, damaged, or counterfeit, the seller bears the return shipping cost. Return the item within 3 days of approval, using a trackable service, in its original condition and packaging.

8. Refund timing and method

Approved refunds are issued to your original payment method once the returned item is received and checked, or immediately where no return is required. Card refunds normally appear within 5–10 business days depending on your bank. Cash-on-delivery orders are refunded by bank transfer to an account in your name.

9. Cancellations

You can cancel free of charge any time before the seller dispatches the item, and the full amount is released back to you. After dispatch, the return rules above apply.

10. Sellers

Payouts are released after the buyer confirms or the inspection window closes. Where a return is approved against you, the sale amount and any commission are reversed. Repeated misdescribed or counterfeit listings lead to withheld payouts and account suspension.

11. Contact

Need help with a return? support@daneg.ae.