Return & Refund Policy

Effective Date: October 19, 2026 Platform: diSabah (disabah.com and associated mobile applications) Operated By:Blok Infiniti

At diSabah, we strive to ensure that every retail customer and wholesale dealer receives the highest quality goods from our local vendors. However, we understand that issues may occasionally arise. This Return & Refund Policy outlines the strict conditions and timelines under which returns and refunds are processed within our cashless ecosystem.

1. Eligibility for Returns

To qualify for a return and subsequent refund, the following conditions must be strictly met by both Retail Customers (Users) and Wholesale Dealers:

1. Unopened Packaging: All goods must be returned in their original, unopened packaging. Shrink-wrap, protective seals, and original tags must be fully intact. Items that have been opened, used, or tampered with are strictly non-returnable.
2. Proof of Purchase: A valid digital receipt or order ID from the diSabah platform is required.
3. Eligible Items: Only physical goods are eligible for return. Digital products, perishable food items, and custom-made goods are generally exempt from returns unless they arrived damaged or incorrect.

2. The Return & Vendor Clarification Process

If you receive an incorrect or defective item, you must initiate the return process through the diSabah platform before shipping the goods back to the respective Vendor.

1. Initiating the Return: Customers or Dealers must submit a return request via the diSabah app/website, including photographic evidence of the unopened item and the reason for return.
2. Vendor Inspection (7-Day Clarification): Once the Vendor receives the returned goods, they are allotted an estimated seven (7) working days to inspect the package, clarify the condition of the items, and confirm that the packaging remains completely unopened and intact.
3. Approval/Rejection: The Vendor will formally approve or reject the return through their Vendor Panel based on this physical inspection.

3. The Digital Refund Process

Because diSabah operates on a 100% Cashless Payment System, all refunds are processed digitally. No physical cash refunds will be provided by vendors, riders, or Blok Infiniti under any circumstances.

1. Refund Timeline: Once the Vendor has successfully inspected, clarified, and approved the return (within the 7-day window), the digital refund process will be initiated. Please allow 14 to 30 working days for the funds to be successfully credited back to you.
2. Refund Method: The approved refund amount will be credited directly back to the original payment method used during checkout (e.g., FPX online banking, credit/debit card, or e-wallet).
3. Shipping Costs: Unless the return is due to a direct error by the Vendor (e.g., wrong item shipped), the original delivery fees and the return shipping costs are non-refundable.

4. Complaints, Feedback & Dispute Resolution

If you face issues with a return, experience a delay beyond the stipulated timelines, or disagree with a Vendor’s clarification, the diSabah support team is here to mediate the dispute.

To file a formal complaint or provide feedback, please contact us directly via the channels below. You must include your Order ID and photographic evidence of the item in question.

1. Email: feedback@disabah.com
2. Telephone Support: +60 11-5559 9811