Last updated: 9 Nov 2025
At Desertcart, we aim to ensure every purchase meets your expectations. While we work closely with our suppliers to deliver quality products, we understand that issues may occasionally arise. This policy outlines how order cancellations, returns, and refunds are handled.
Orders can be cancelled prior to shipment if they have not yet been processed for dispatch. To request a cancellation, please contact our support team through live chat or email at support@desertcart.com.
Requests for cancellation should be made within 12 hours of placing the order. Once your order has entered the shipping process or has been dispatched, cancellations are no longer possible. In such cases, you may request a return after delivery, following the procedure below.
We accept returns for items that arrive defective, incorrect, or damaged. Customers should contact our support team via live chat or email within 14 calendar days of delivery (extended to 30 days for Desertcart Pro members).
Return process:
Returned items must be unused, in their original packaging, and include all components as received. Items that have been opened or used are not eligible for refund unless they were received defective.
For hygiene, safety, or regulatory reasons, some items cannot be returned. These include, but are not limited to, undergarments, groceries, food products, supplements, cosmetics, grooming products, personal care items, and products with broken or removed safety seals.
Electrical products damaged through misuse or improper setup are also ineligible for return. Customers are responsible for reviewing voltage, plug types, and manuals before use.
Desertcart will cover the cost of return shipping for approved returns.
Once the returned item has been received and inspected, a refund will be issued within 3-5 working days. Refunds are provided as store credit equal to the value of the returned item, excluding original shipping charges or any special handling fees.
In some exceptional cases, a refund may be issued without requiring the item to be returned. Store credit will appear in your account immediately after processing. Desertcart does not charge any restocking fees.
Some products are covered by a manufacturer's warranty. If your item is under warranty, our support team will help you process a claim in line with the manufacturer's terms and conditions.
For all return or refund requests, please reach out to our customer support team:
We may update this Returns and Refunds Policy from time to time to reflect operational changes or legal requirements. The latest version will always be available on this page. Continued use of our services after updates constitutes acceptance of the revised policy.
