TiDiDaa Online - 100% Ghanaian

RETURNS AND REPLACEMENTS


For Imported Products



  • Shipping period for an Imported product may range between 3-4 weeks for delivery.
  • Only prepaid orders are allowed
  • No cancellations shall be permissible after the product is dispatched from an international location.
    -Customer will be notified about the shipping status via his/her email.
    -Generally products are dispatched from international location within 3-4 days.
  • Refusal to accept the product at the time of delivery will not be entertained and no refunds shall be made in such cases.
  • The product is eligible for return in one of the following cases provided the complaint/return request is registered within 48 hours of delivery
    -Product is defective/damaged.
    -Product is not same as ordered/described – different color, size, style, wrong product.
  • Warranty applicable if specified.


How do I file a return request?

You can file a return request from your TiDiDaa account.

Use the following steps:

Sign In -> My Orders -> Return Order -> select Issue/sub-issue ->Refund/Replacement ->Submit.
  • You can place a Return request within 10 days of order delivery. However, in case of Damaged/Missing Product, the Return request should be filed within 2 days of delivery.
  • Return request will be reviewed by TiDidaa.
  • If required, request will be shared with the merchant for his/her approval.
  • After approval, pickup of the product will be arranged through our delivery/courier partners.
  • If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by TiDiDaa.
  • After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective seller.

Why do I need a QR Code and where can I find it?

  • In case you are filing a return for an order where the mode of payment was Cash on Delivery and it is not yet confirmed as delivered, by scanning the QR Code or by manually entering the QR Code number you can confirm the delivery of your order. QR Code is visible on the right corner of the Shipping label.

Under what conditions can I return/ replace my product?

Returns/Replacement are accepted under the following cases -

  • Wrong Product – Wrong color/ size/ style
  • Wrong item ordered/ delivered
  • Unsatisfactory Product – Inauthentic/ Low Quality/ Expired
  • Defective Product - Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
  • Damaged Product – Physical damage/ Tampered product or packaging
  • Wrong Quantity – Missing Products/ Parts
  • No Invoice/Warranty Received – Available on Electronics only

Under what conditions will my returns/ replacement request not be accepted?

Returns/ Replacement requests will not accepted under following cases:

  • If Products are Altered/ Used
  • If Product is Returned without Original Packaging (price tags, labels & accessories)
  • If Serial Number is tampered with
  • If the defective product is covered under Seller/Manufacturer's Warranty or reported after 10 days of the delivery
  • If a damaged/missing product is reported after 2 days of the delivery
  • If products are sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page

Are there categories which are not eligible for returns/ replacement?

Yes. Categories that are not eligible for Returns/ Replacement are:
  • Healthcare Products
  • Customized Products
  • Undergarments, Lingerie, Swimsuits, Underarm pads, Socks, etc.
  • Perishables including Flowers, Edibles, etc.
  • E-learning & Music CDs/ DVDs

What is the best time to place my Return/ Replacement request?

Return/Replacement request of the Product(s) should be initiated within 10 days of Order Delivery for Wrong/ Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 2 days of Delivery:

  • Damaged Product
  • Empty Parcel
  • Missing Item

To file a return request, follow the following steps:

1. Go to "My Accounts.

2. Then "My Orders Listing" section

3. Click on "Return" button on selected order once order is delivered to you.

In case of empty parcel: We require images of shipping label/Outer packaging/Inner packaging

In case of missing item : We require images of shipping label/Outer packaging/Inner packaging and Product received

When do you initiate Pickup for Returns?

Once your request to return an order is approved, a pickup will be initiated. Once return is approved for pick up, email will be sent to registered email id for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit. Please take care of the following points, while packing your product for Pickup -

  • Product should not be used/altered/ tampered
  • Keep original price tag & packing slip intact
  • Mention Order Number on the box
  • Do not seal the box
  • Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
  • Keep the Courier Company's receipt for tracking purposes

Please Note - TiDiDaa shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc.

What do I do if my area does not have a reverse pick up service?

If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.

In case of Self-Shipment, TiDiDaa will reimburse your courier charges (up to GHS 50.00) in form of Reward Point. Please take care of the following-
  • Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
  • Upload the courier receipt in My returns section or attach it on confirmation email received after return filing
  • Track your Return Shipment with the Courier Service.

Please Note - TiDiDaa shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc.

How do I track the status of my Return request?

Check the status of your Return at ‘My Accounts’-> ‘My Returns’ Section and click on particular return Id to view return details

Every request received at TiDiDaa is assigned a ticket number, for which an acknowledgement mail is sent to your registered email address. Please use your registered email ID and phone number for any further communication.

After receiving your Return Request, we will update you on the status i.e. Acceptance/Rejection of Reverse Pickup, Reshipment & Refund.

Can I track the status of Reverse Pickup?

You can track the return current status via login to 'My Account' > 'My Returns'. Click on particular return Id to check details.

Do I need to pay the courier company to send my product back?

No, you don't need to pay anything to the courier representative if we arrange the pickup of your product. In case your address is not serviceable by our courier service providers, you need to self-ship the product to us (address will be emailed to you). Courier charges will be reimbursed by us in form of Reward Points The courier charges eligible for reimbursement are up to GHS 50.00. For availing reimbursement of courier charges, upload the courier receipt in ‘My Returns’ section or attach it in the confirmation email received after filing the return.

How will I know that my Returned product has reached you?

You will receive an email from us within 24-48 Hours of Pickup, along with the Tracking details. You can track the package on Courier Company's website. You can also track the status of your return request at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view the returned order details.

How much time does it take to replace an order?

We initiate the replacement or refund within 2 working days of receiving the product at our center.

ORDERS AND CANCELLATIONS

For Imported Products

  • Shipping period for an Imported product may range between 3-4 weeks for delivery.
  • Only prepaid orders are allowed
  • No cancellations shall be permissible after the product is dispatched from an international location.
    -Customer will be notified about the shipping status via his/her email.
    -Generally products are dispatched from international location within 3-4 days.
  • Refusal to accept the product at the time of delivery will not be entertained and no refunds shall be made in such cases.
  • The product is eligible for return in one of the following cases provided the complaint/return request is registered within 48 hours of delivery
    -Product is defective/damaged.
    -Product is not same as ordered/described – different color, size, style, wrong product.
  • Warranty applicable if specified.


How Can I Cancel my Order?

You can cancel your order if it is not shipped. Please login to your TiDiDaa account for initiating the cancellation & follow the given process:

Sign-In -> My Orders -> Cancellation Request

Can I modify my order?

Yes you can modify the following details of your order as long as it has not yet been dispatched.

  • Shipping Address
  • Contact No
  • Size (As per availability)
  • Color (As per availability)
  • Sign-In -> My Orders -> Modify Order
  • Please login to your TiDiDaa account:
    Sign-In -> My Account -> My Orders -> Modify Order. Or
    Kindly contact our Service Desk Team for any modifications.

Can I change the quantity of my order?

We recommend you place a new order for the same product with changed quantity.

What are the modes of refund available after cancellation?

You will receive the refund in the same mode of payment through which the payment was made. Refer to Returns and Refunds to know more

My order is out for delivery, but has not reached?

If the status is marked as “OUT FOR DELIVERY”, and is not delivered to you in next 24 hours, kindly check with the courier company or contact our Customer Support Team. We will follow up with the courier partner until your order is delivered.


PAYMENTS

For Imported Products

  • Shipping period for an Imported product may range between 3-4 weeks for delivery.
  • Only prepaid orders are allowed
  • No cancellations shall be permissible after the product is dispatched from an international location.
    -Customer will be notified about the shipping status via his/her email.
    -Generally products are dispatched from international location within 3-4 days.
  • Refusal to accept the product at the time of delivery will not be entertained and no refunds shall be made in such cases.
  • The product is eligible for return in one of the following cases provided the complaint/return request is registered within 48 hours of delivery
    -Product is defective/damaged.
    -Product is not same as ordered/described – different color, size, style, wrong product.
  • Warranty applicable if specified.


What are various modes of payment available?

We accept multiple modes of payment such as Credit Cards, Debit Cards, ATM cards, Mobile Money and Cash On Delivery (COD).

Is Cash On Delivery (COD) option available?Can I modify my order?

Yes, Cash On Delivery option is available on selected products. We also prefer other payment methods for purchase up to and above GHS 1000.00

How can I confirm my COD order?Can I modify my order?

Once you place a COD order, we will send you the confirmation over email and SMS. In case you don't receive any confirmation, you can contact our Service Desk Team via service_desk@tididaa.com.

My order transaction failed but the amount has been deducted from my bank account. What should I do?

Payment can fail due to a technical glitch or due to incorrect payment credentials. If the amount has been deducted from your account without order confirmation, please do not place a second order for the same product. Within 48-hours, your order will automatically be confirmed by our system & a confirmation will be sent to you through Email and SMS. However, if your order is not confirmed or you get a payment declined message, please check with your bank for details or contact us. You may be required to submit a screenshot of your account statement.

Please stay rest assured that your amount will be refunded to you in case of failed order transaction.

How do I update my bank details ?

  • Step 1 : Login with your registered email id
  • Step 2 : Click on "My Profile"
  • Step 3 : Click of " Bank Details"
  • Step 4 : Submit

REFUNDS

For Imported Products

  • Shipping period for an Imported product may range between 3-4 weeks for delivery.
  • Only prepaid orders are allowed
  • No cancellations shall be permissible after the product is dispatched from an international location.
    -Customer will be notified about the shipping status via his/her email.
    -Generally products are dispatched from international location within 3-4 days.
  • Refusal to accept the product at the time of delivery will not be entertained and no refunds shall be made in such cases.
  • The product is eligible for return in one of the following cases provided the complaint/return request is registered within 48 hours of delivery
    -Product is defective/damaged.
    -Product is not same as ordered/described – different color, size, style, wrong product.
  • Warranty applicable if specified.


How long does it take to initiate a Refund?

For some orders, we initiate Refund within 2 working days of receiving the product at our Centre. In other cases, we initiate the Refund after the returned product is delivered to the seller. In this case, we keep you informed of the timelines.

How long does it take to process Refund?

Refund depends upon the mode of payment. Please refer to the list below:

  • TiDiDaa Reward Points: 1 - 2 Business days
  • Debit card: 7 - 9 Business days
  • Credit card: 10 - 15 Business days
  • Wallets : 7 - 9 Working Days

In case of any clarification or If you have not received the refund within the stipulated time, kindly contact our Service Desk Team via service_desk@tididaa.com

When does a Refund get declined?

Refund may get declined if the product received by us is not as per your claim or Order ID is missing on the package.

When does a Refund happen in the form of Reward Points?

  • Refund is done in the form of Reward Points, when incorrect banking details are provided at the time of placing return request
  • If Reward Points are used while placing an order, the respective order will also be refunded in the form of Reward Points
  • If customer chooses for refund in form of Reward Points

Do Refunded Reward Points have an expiry date?

Reward Points refunded against Prepaid or COD order have no expiry date. For details, please refer to the Reward Points page.

How do you process Refund for an order, purchased using a Gift Card?

If order is placed using gift card as a mode of payment then refund will be credited in the form of Reward Points in your TiDiDaa account.

How can I track the status of my Refund?

To check your refund status follow the path Login -> My orders -> Refund Status

Will my shipping charges be refunded if I ship the product?

In case of Self-Shipment, TiDiDaa will reimburse the courier charges (up to GHS 50.00) in form of Reward Points.

How will I get my refund in case the payment mode is COD?

We provide refund for COD orders in two modes :

  • Reward Points
  • Mobile Money
  • Bank Account

Note : We don't refund in Cash

When do you process a Refund?

Refund depends upon the mode of payment. Please refer to the list below:

  • TiDiDaa Reward Points: 1 - 2 Business days
  • Debit card: 7 - 9 Business days
  • Credit card: 10 - 15 Business days
  • Wallets : 7 - 9 Working Days

In case of any clarification or If you have not received the refund within the stipulated time, kindly contact our Customer Support Team.

SHIPPING AND DELIVERY

For Imported Products

  • Shipping period for an Imported product may range between 3-4 weeks for delivery.
  • Only prepaid orders are allowed
  • No cancellations shall be permissible after the product is dispatched from an international location.
    -Customer will be notified about the shipping status via his/her email.
    -Generally products are dispatched from international location within 3-4 days.
  • Refusal to accept the product at the time of delivery will not be entertained and no refunds shall be made in such cases.
  • The product is eligible for return in one of the following cases provided the complaint/return request is registered within 48 hours of delivery
    -Product is defective/damaged.
    -Product is not same as ordered/described – different color, size, style, wrong product.
  • Warranty applicable if specified.


How do I track my order?

You can check the status of your order from your TiDiDaa "My Account"
We ensure timely communication about your order status via Email / SMS under the following conditions:
  • When your order is confirmed / processed / shipped / delivered or
  • When your order shipment is delayed

How long does it take to deliver the product after it has been dispatched?How can I track the status of my Refund?

It usually takes between 3 to 5 days to deliver the order after it has been dispatched. This varies depending upon the location both you and the seller.

We will notify you on your registered contact details via Email / SMS with the tracking number and courier/delivery partner details, once the order has been dispatched.

In case a seller is unable to fulfill the order on time, we will transfer the order to another seller. If the order still can’t be fulfilled, the same will be cancelled and your refund will be processed. The refund would be credited to your account within 2 weeks after the order is cancelled.

How much do you charge for shipping the products?

The shipping cost, if applicable, is mentioned on the product page. The amount that you pay while placing the order at TiDiDaa.com would include the product and courier charges.

For Cash on Delivery (COD) orders, the amount to be paid is mentioned on the package. It is the same price that is displayed while placing the order. You are not required to pay any extra amount at the time of receiving the COD order.

My order is out for delivery, but has not reached?How can I track the status of my Refund?

If the status is marked as “OUT FOR DELIVERY”, and is not delivered to you in next 24 hours, kindly check with the courier company or contact our Customer Support Team. We will follow up with the courier partner until your order is delivered.

Why is my order not delivered within the expected delivery date?

There could be a delay depending upon your shipping address, seller's location, courier services and unfavorable climatic conditions. You can track your shipment from the courier company’s website, using the tracking number sent to you on your registered Email/Contact number. If there's no update in shipment, please wait for 48 hours. Else, get in touch with our Service Desk Team via service_desk@tididaa.com

Why have I received partial order?

Since your products maybe shipped from different sellers, orders with multiple products and different delivery timelines will be delivered to you separately.

Does TiDiDaa deliver internationally?

No, TiDiDaa does not deliver to international locations.Since your products maybe shipped from different sellers, orders with multiple products and different delivery timelines will be delivered to you separately.

MY TIDIDAA REWARD POINTS

How can I check my reward points

You can check your reward points from "My Account". You'll see "MyPoints(x)" where x is your reward points.

How can I earn TiDiDaa Reward Points?

You earn Reward Points by buying products from TiDiDaa Online.

You may also win TiDiDaa Reward Points as part of our Contests or Promotions.

Please refer to TiDiDaa Reward Points page for further details.

How can I redeem TiDiDaa Reward Points?

TiDiDaa Reward Points are redeemed to make a purchase on TiDiDaa Online. You can also use your Reward Points to make partial payment of the total order value. While placing the order, you can redeem the amount of TiDiDaa Reward Points in your account on the Cart page.

For how long will my TiDiDaa Reward Points be valid?

  1. For Reward Points issued as refund for COD orders or return/cancellation for prepaid orders, there's no expiry date for your points.
  2. For Reward Points you win in TiDiDaa's contests or promotions, your points will be valid for the period mentioned in the terms and conditions of the contest or promotion.

What are the terms and conditions for TiDiDaa Reward Points?

  • TiDiDaa Reward Points can neither be exchanged for cash nor transferred
  • TiDiDaa Reward Points are not issued on promoted gold coins & bars and selected products (electronics)
  • The usage of a TiDiDaa Reward Points is subjected to all terms & conditions including TiDiDaa's policies
  • Applicable only on selected products, TiDiDaa Reward Points can be availed at the time of order payment