Dione Food – Fresh. Pure. Honest. 🌿
Dione FoodFresh. Pure. Honest. 🌿

Command Palette

Search for a command to run...

Back to homepage

Return & Exchange Policy - Retail Channel

4 min read
Return policyExchange policyProduct warrantyDione FoodSquidAloneSquidAlone Dried SquidRetail

Table of Contents

Return & Exchange Policy - Retail Channel

1. Scope of Application

This policy applies only to retail orders placed through Dione Food's official channels, including:

Current applicable product categories:

  • SquidAlone Dried Squid in all packaging specifications, sizes, and quantities.

Important Notes:

  • This policy DOES NOT apply to distribution, wholesale, or dealer orders.
  • Orders purchased through dealers, distributors, or third-party e-commerce platforms are subject to their respective policies.
  • If you need confirmation about official retail channels, please contact Dione Food before placing an order.

2. Return & Exchange Conditions

Customers may request exchange or return if all of the following conditions are met:

a. Products Eligible for Return/Exchange

  • Wrong model, quantity, or packaging specifications delivered compared to the order.
  • Damaged packaging, dented, or product damaged due to shipping errors or Dione Food's fault.
  • Products showing manufacturing defects (mold, color changes, unusual taste/smell, foreign objects, etc.).
  • Return/exchange requests submitted to Dione Food within 03 days from delivery date (according to successful delivery time from shipping company).

b. Products Not Eligible for Return/Exchange

  • Already used, cooked, opened packaging, or missing original labels.
  • Damaged due to improper storage by customer (sun exposure, damp storage, opened packaging left unused, etc.).
  • Past the return/exchange deadline.
  • Return/exchange due to change of mind or no fault from Dione Food's side.

3. Return & Exchange Processing Procedure

Dione Food commits to handling all legitimate requests transparently, quickly, and wholeheartedly:

Step 1: Contact

  • Customers contact via:
    • Email: [email protected]
    • Hotline: 0964463036
    • Zalo: 0964463036
    • Official Dione Food Fanpage inbox
  • Provide order code, product photos/videos, and describe the condition.

Step 2: Verification & Response

  • Dione Food confirms information within 1–2 business days.
  • If valid, customer service will guide you to return the product and related documents.

Step 3: Return Product

  • Customer sends to the address provided by Dione Food, including complete packaging, labels, invoice (if any).
  • Product must remain in original condition and meet conditions per section 2.

Step 4: Completion

  • After inspection, Dione Food will exchange for new product or refund within 2–3 business days.

4. Refund Policy

  • Bank transfer: Customer provides valid account number.
  • E-wallet refund: Applied for popular wallets (Momo, ZaloPay, etc.) if agreed upon in advance.
  • Cash refunds or credit towards future orders are not applicable.

5. Return & Exchange Costs

  • Dione Food covers shipping costs if product has manufacturing defects, wrong delivery, or damage during shipping.
  • Customer covers costs for return/exchange not due to Dione Food's fault (change of mind, wrong order, etc.).

6. Processing Timeline

  • Information confirmation: 1–2 business days.
  • Exchange or refund: 2–3 business days after receiving returned product.
  • Total process maximum: 5–7 business days from receiving valid request.

7. Right to Refuse Return/Exchange

Dione Food reserves the right to refuse return/exchange in the following cases:

  • Does not meet return/exchange conditions per section 2.
  • Failure to provide complete information, photos, or related documents.
  • Signs of abuse or fraud of the return/exchange policy.

8. Frequently Asked Questions (FAQ)

  • Does purchasing on the official fanpage apply to this policy?
    → Yes, if the order is authenticated as part of Dione Food's retail management system.

  • Past 3 days but product is still unopened, can I still return/exchange?
    → Unfortunately, the policy only applies within 03 days from delivery.

  • I want to exchange for a different type?
    → If the product has no defects, exchanges are only accepted when original labels and packaging are intact, and customer covers round-trip shipping costs.

  • I am a dealer/distributor, does this policy apply to me?
    → No. This policy is only for retail customers. Dealers/distributors have separate policies according to their contracts.

9. Dione Food's Commitment

  • Always protect the maximum legitimate rights of retail customers.
  • Handle returns/exchanges quickly, transparently, without causing inconvenience.
  • Applicable products: SquidAlone Dried Squid and other retail products from official channels (if expanded in the future).
  • This policy applies only to retail channels and may differ from policies for dealers/distributors.

10. Support Contact

For any questions about returns/exchanges, please contact:

Dione Food is always ready to support and accompany customers!