Returns & Replacements

DILIU is an online marketplace. The sales contract for any product is concluded directly between you and the seller offering it. As a result, returns, refunds, replacements and warranty matters are handled by that seller, in accordance with the seller's own conditions and the consumer rights that apply to you by law. DILIU's role is to provide the platform and to help route your request to the relevant seller.

The specific return conditions for a product — including any return window, accepted condition, who bears return shipping, and any applicable exceptions — are determined by the seller and are shown on the product page, at checkout and in your order communications. Please check those conditions for your particular order.

Your statutory rights

Nothing on this page limits the mandatory consumer rights granted to you by the laws of your country of residence. Depending on where you live and the seller you buy from, those laws may give you, among others, a right to withdraw from a distance purchase within a set period and a legal guarantee that the product conforms to the contract. These rights are exercised in respect of the seller of the product, and any conflicting provision does not affect rights that cannot be waived by law.

How to raise a return or after-sales request

To start a return, request a replacement or report a problem with a product, contact us at support@diliu.eu with your order number and the item concerned, or use the order tools in your account. We will route your request to the relevant seller, who will confirm the applicable conditions and next steps, including any return address. Because products may be supplied by different sellers, separate items may need to be handled separately. Please wait for instructions before sending anything back, as this helps avoid delays.

Refunds and replacements

Whether, how and when a refund or replacement is provided depends on the seller's conditions and on the consumer rights that apply to you. Where a refund is due, it is generally issued to the original payment method once the seller has received and assessed the returned product. DILIU may facilitate refunds through its payment facilitation on the seller's instruction.

Faulty, damaged or incorrect products

If a product arrives faulty, damaged or not as described, or you receive the wrong item, please report it promptly with your order number and, where possible, photographs. The seller is responsible for putting the matter right in accordance with the seller's conditions and applicable consumer law, which may include a repair, a replacement, a price reduction or a refund. We will help route your report to the seller.

Exceptions

Some products may not be eligible for voluntary return, or may be excluded from a right of withdrawal, for reasons such as hygiene, health, safety, customisation or perishability. Any such conditions are set by the seller and indicated on the relevant product page. These conditions do not affect your rights in respect of faulty, damaged or incorrectly supplied products.

Inspecting your delivery

Please inspect your products on arrival and report any visible damage or shortage promptly, so the matter can be resolved quickly with the seller.

Contact us

To raise any return, replacement or after-sales request, or to have it routed to the relevant seller:

Email: support@diliu.eu

Please include your order number so we can direct your request to the right seller faster.