Last Updated: 1 September 2026
Welcome to Diaita – The Way of Healthy Living.
This Return / Replacement Policy explains when food products purchased through www.diaita.com may be returned or replaced.
Because Diaita sells food products, returns and replacements are subject to food-safety, hygiene, packaging and product-quality considerations.
Due to the nature of food products, Diaita generally does not accept returns or replacements simply because a customer changes their mind after receiving the product.
This includes:
Customer does not like the taste.
Customer does not like the flavour.
Customer no longer wants the product.
Customer ordered the wrong product.
Customer ordered the wrong quantity.
Customer changed their mind after delivery.
Customer opened the product and decided not to consume it.
Customer does not personally prefer the product.
All Diaita food products should be inspected before opening the original product seal.
The product will NOT be eligible for return or replacement for change-of-mind, taste, flavour, preference or other customer-related reasons.
This applies whether the product has:
Been opened but not consumed;
Been partially consumed;
Been used;
Been tasted; or
Been opened and subsequently requested for return/replacement.
Once the original seal has been opened, Diaita cannot reliably verify that the food product has remained in the same hygienic, safe and controlled condition in which it was supplied.
For this reason, an opened food product generally cannot be accepted back for resale or replacement based solely on customer preference.
Customers are strongly advised to inspect the package immediately after delivery.
Before opening the original seal, check:
Product name
Quantity
Packaging condition
Seal
Visible damage
Leakage
Tampering
Best-before / expiry information
Other product information
If you identify an issue, do not open the product and contact Diaita customer support.
A replacement may be considered where a customer receives a product that is verified to be:
The wrong product;
Damaged during delivery;
Leaking;
Tampered with before delivery;
Spoiled;
Expired;
Contaminated;
Apparently unsafe for consumption;
Defective; or
Not in accordance with the product/order information.
Any replacement request will be reviewed based on the circumstances and applicable law.
If you receive a different product from the one ordered:
Please do not open or consume the product.
Contact Diaita customer support as soon as reasonably possible.
After verification, Diaita may arrange:
Replacement with the correct product; or
Another appropriate resolution.
If the package is visibly damaged when delivered, customers should inspect it before opening.
Examples include:
Broken seal
Crushed packaging
Leakage
Open packaging
Severe external damage
Signs of tampering
If you believe the product may be unsafe, do not consume it.
Contact Diaita immediately and provide photographs/videos where requested.
If the product appears to have a broken or tampered seal before the customer opens it, the customer should not consume the product.
Please contact Diaita with:
Order ID
Product name
Photographs of the seal
Photographs of the packaging
Batch/Lot number
Best-before/expiry information
Diaita may investigate the issue and, where verified, provide an appropriate replacement or other remedy.
If a product appears spoiled, expired, contaminated or unsafe:
Keep the product and its packaging and contact Diaita customer support immediately.
We may request:
Order ID
Product photographs
Packaging photographs
Batch/Lot number
Expiry/best-before information
Description of the issue
Other information reasonably required for investigation.
Where the complaint is verified, Diaita may provide a replacement, refund or other appropriate remedy.
Opening the package does not automatically eliminate a customer's ability to report a genuine food-safety or product-defect issue.
If the customer discovers a genuine issue only after opening the product, such as:
Foreign material;
Contamination;
Spoilage;
An apparent manufacturing defect;
A serious quality/safety issue;
the customer should immediately stop consuming the product and contact Diaita.
Diaita may request the product, packaging, batch information, photographs or other evidence to investigate the complaint.
Where the issue is verified and a remedy is applicable, Diaita may provide an appropriate resolution.
Diaita will not replace a food product solely because the customer:
Does not like its taste;
Does not like its flavour;
Finds it too sweet;
Finds it too spicy;
Finds it too mild;
Does not like its texture;
Expected a different taste;
Changed their dietary preference;
Simply does not want the product anymore.
This restriction applies particularly where the product has been opened.
After delivery, customers must follow the storage and handling instructions provided on the product packaging.
Diaita may not be responsible for product deterioration resulting from:
Improper storage;
Failure to refrigerate where required;
Exposure to excessive heat;
Exposure to moisture;
Improper handling;
Leaving the product outside recommended storage conditions;
Opening or tampering with the product;
Consumption after the applicable best-before/expiry period.
This does not affect a customer's rights relating to a defect or issue that existed before delivery or is otherwise covered by applicable law.
Any issue with a delivered product should be reported to Diaita as soon as reasonably possible after delivery.
For visible delivery damage, wrong products or tampered packaging, customers should preferably report the issue within 24 hours of delivery so that the matter can be investigated promptly.
For food-safety or product-quality concerns that may only reasonably become apparent later, customers should contact Diaita as soon as the issue is discovered.
For certain replacement requests, Diaita may request:
Order ID
Invoice/order confirmation
Photographs
Unboxing video
Product packaging
Product seal photographs
Batch/Lot number
Best-before/expiry information
Description of the issue
This information may be used to verify the complaint and investigate the relevant batch or delivery.
Where Diaita determines that a physical return is necessary, the customer will receive instructions regarding how and where the product should be returned.
Customers should not send products back without receiving instructions from Diaita.
For food-safety complaints, customers should retain the product and packaging until Diaita provides further instructions.
If a replacement is approved:
Diaita will confirm the replacement request.
Where necessary, return/pickup instructions will be provided.
The replacement product will be dispatched subject to availability.
Delivery will be arranged to the applicable address.
Replacement availability may depend on stock and serviceability.
If the same product is unavailable, Diaita may offer an appropriate alternative or refund, subject to the circumstances and applicable law.
If an order contains multiple products and only one or more products are affected, Diaita may replace or otherwise resolve only the affected product(s).
Products that were correctly delivered and are not affected will generally not qualify for replacement.
Where an order includes free products, promotional products or products provided as part of a bundle, the applicable promotional terms will determine how replacement or refund is handled.
Diaita may investigate repeated or suspicious replacement claims.
Appropriate action may be taken, subject to applicable law, where there is evidence of:
False claims;
Deliberate product damage;
Manipulation of packaging;
Repeated fraudulent requests;
Misuse of the replacement system;
False delivery claims.
This policy establishes Diaita's standard food-product return and replacement process.
Nothing in this policy is intended to exclude or restrict any consumer right or statutory remedy that cannot legally be excluded.
Where a product is defective, deficient, damaged, incorrectly supplied, unsafe, or otherwise covered by an applicable statutory remedy, Diaita will handle the complaint in accordance with applicable law.
The Consumer Protection (E-Commerce) Rules, 2020 require e-commerce entities to provide clear information relating to return/refund arrangements and address consumer protections concerning defective, deficient, spurious or incorrectly described goods.
For any return or replacement request, contact:
The Way of Healthy Living
Website: www.diaita.com
Email: info@diaita.com
Phone: [Customer Support Number]
Address: [Complete Business Address]
Please include your Order ID in your communication.