Refund Policy

1. Overview ℹ️

At DIGONG RICE TRADING, we strive to deliver high-quality rice in every sack. Customer satisfaction is important to us. However, due to the nature of our product (food item), we have specific guidelines for refunds and returns to ensure fairness and safety.

2. Eligibility for Refunds ✅

We only offer refunds under the following conditions:

  • The sack was delivered damaged, torn, or contaminated.

  • The product delivered is incorrect (wrong variety or quantity).

  • The rice is found to be spoiled, moldy, or infested upon opening the sack.

  • You report the issue within 1 calendar day or 24 hours of receiving the delivery.

3. Non-Refundable Situations ❌

Refunds will not be granted if:

  • The sack has been opened and consumed partially without any valid reason.

  • The complaint is made after 1 day or 24 hours of delivery.

  • The issue is due to improper storage on the customer’s side (e.g., moisture, pests).

  • You changed your mind or no longer want the product.

4. Process for Requesting a Refund

If you believe you’re eligible for a refund:

  1. Email us at digongricetrading@gmail.com or contact us at 09677451307 within 1 day or 24 hours of receiving your order.

  2. Provide:

    • Order ID

    • Photo/video of the rice sack and the issue

    • Brief description of the problem

  3. Our team will review and respond within 1-2 business days.

5. Refund Method

Once approved, your refund will be processed:

  • Via the original payment method, or

  • As store credit, if preferred

Allow 5–7 business days for the refund to reflect, depending on your payment provider.

6. Exchanges / Replacements

In some cases, we may offer a replacement sack instead of a refund, especially for delivery errors or product defects. Delivery of the replacement will be coordinated at no extra cost.

7. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. All changes will be posted on our website with the revised effective date.