Refunds & Returns

Diroute is a marketplace where independent merchants (“Sellers”) list products and compete on price. The Seller — not Diroute — is the merchant of record for the goods you buy, and is responsible for accepting returns of goods and for approving refunds under this policy and the Seller’s own terms.

Diroute facilitates the process on your behalf. As the Seller’s disclosed collection agent, we took your payment when you ordered, and once a refund is approved we process it back to your original payment method through the N-Genius payment gateway.

Unless a Seller offers a longer period, you may request a return within 14 days of receiving your order for items that are unwanted or no longer needed. Some products — for example perishable, hygiene, or made-to-order goods — may not be eligible for return once opened or used, where the Seller’s listing or applicable law allows such an exclusion. Your statutory rights as a consumer are not affected by this policy.

To begin a return, email support@diroute.co.uk quoting your order reference (it looks like DRT-000000) and telling us which item you want to return and why. We will coordinate with the Seller and send you the return instructions, including where to send the goods.

Please wait for return instructions before sending anything back. Goods returned without an agreed return may be delayed or refused.

To qualify for a refund, unwanted items should be returned unused and in their original condition, with any tags, accessories, and packaging included. The Seller may reduce a refund to reflect any loss in value caused by handling beyond what is needed to check the item, to the extent permitted by law.

If an item arrives faulty, damaged, incorrect, or not as described, contact us as soon as you can and, where helpful, include photographs. For these items you are entitled to a remedy — such as a replacement or a full refund — and the Seller covers the cost of returning the goods. We will work with the Seller to put it right.

For a change-of-mind return, you are normally responsible for the cost of sending the goods back, unless the Seller states otherwise. For faulty, incorrect, or not-as-described items, the Seller covers return postage. Original delivery charges are refunded where the law or the Seller’s policy requires it.

Once the Seller receives and approves your return, we process the refund to the original payment method through the N-Genius gateway. We aim to process approved refunds within 14 days of approval. After we release a refund, the time for it to appear on your statement depends on your bank or card issuer.

Need help with a return or refund? Email support@diroute.co.uk or call +971 58 905 8818.