Refund policy
Returns and Refund Policy
Last updated: 04/08/2026
This Policy forms part of our Terms of Service and applies to all orders placed through www.drinkdayload.com.
Nothing in this Policy limits or removes any right you have under Lebanese law, including Consumer Protection Law No. 659/2005. Where this Policy conflicts with a mandatory provision of that law, the law prevails.
Questions? Email hello@drinkdayload.com with your order number.
1. THE SHORT VERSION
| Situation | What you get |
|---|---|
| Changed your mind, box unopened | Full refund within 10 days |
| Box opened or sachets used | No refund (hygiene) — but talk to us |
| Damaged, defective, or expired | Full refund or replacement, no return cost to you |
| Wrong item or missing items | Full refund or replacement, no return cost to you |
| Order never arrived | Full refund or replacement |
| We missed our delivery date | Full refund or replacement, your choice |
| You cancel before dispatch | Full refund |
2. YOUR RIGHT TO CANCEL
Under Lebanese consumer protection law, you have the right to cancel an online purchase within fourteen (14) days. This right does not apply to custom or made-to-order items.
To cancel, email hello@drinkdayload.com with your order number and the word "cancel." You have to give a reason.
3. WHAT WE CAN ACCEPT BACK
Because our products are food supplements consumed by mouth, we can only resell items whose seal has never been broken.
We can accept a return where:
- The outer box is unopened, or opened but with all sachets intact and unopened;
- The sachets are undamaged, not torn, punctured, or exposed to moisture;
- The product is within its expiry date;
- You contact us within 14 days of delivery.
We cannot accept a return where:
- Individual sachets have been opened, used, or partially used;
- The product has been repackaged, relabelled, or transferred to another container;
- The product has been damaged by heat, water, or storage after delivery;
- The product was clearly marked as a final-sale or clearance item at the time of purchase.
These restrictions are for food-safety reasons and do not apply to damaged, defective, expired, or incorrectly supplied products — see Section 4.
4. DAMAGED, DEFECTIVE, EXPIRED, OR INCORRECT PRODUCTS
If your order arrives damaged, defective, expired or close to expiry, or is not what you ordered, you are entitled to a replacement or a full refund — your choice. You do not pay return costs, and the hygiene restrictions in Section 3 do not apply.
Contact us at hello@drinkdayload.com within 1 day (s) of delivery, with:
- Your order number;
- A photograph of the product and the outer packaging;
- A photograph of the batch number and expiry date printed on the box or sachet.
We will not ask you to return a damaged or defective product before we resolve the issue, unless we specifically request it — in which case we arrange and pay for collection.
If you have consumed a product and experienced an adverse reaction, stop using it immediately, seek medical advice, and contact us straight away. We will investigate, and we will report to the Ministry of Public Health where required. Your legal rights under Articles 36 and 46 of Law No. 659/2005, which place liability on us for harm to consumer health and safety, are unaffected by this Policy.
5. ORDERS THAT DON'T ARRIVE, OR ARRIVE LATE
If your order never arrives, contact us and we will investigate with the courier. If we cannot locate it, you receive a full refund or a replacement.
If we miss the delivery date we promised you, you may request a replacement delivery or a full refund. This is your right under Law No. 659/2005 and does not depend on our discretion.
If delivery is delayed by events outside our control — road closures, security incidents, strikes, fuel or electricity shortages, or similar — we will keep you informed. If the delay becomes unreasonable, you may cancel and receive a full refund.
If delivery fails because the address or phone number was wrong or unreachable, we will contact you to rearrange. If we cannot reach you after [NUMBER] attempts over [NUMBER] days, we may return the order to stock and refund you less the delivery cost actually incurred.
6. CANCELLING BEFORE DISPATCH
You may cancel any order at no cost before it is dispatched. Email hello@drinkdayload.com as soon as possible with your order number. If you have already paid, you receive a full refund including any delivery charge.
7. REFUSING DELIVERY (CASH ON DELIVERY)
You may inspect the outer packaging before paying. If the package is visibly damaged, refuse it — you pay nothing and we will send a replacement or refund any amount already paid.
If you refuse a cash-on-delivery order for any other reason after dispatch, we may charge the delivery cost actually incurred against a future order, and we may decline to offer cash on delivery on subsequent orders. This does not affect your right to cancel under Section 2 or your rights under Section 4.
8. HOW TO START A RETURN
- Email hello@drinkdayload.com with your order number and what's wrong. Photographs help.
- We respond within 14 working days confirming whether the return is accepted and how to send it back.
- We arrange collection at a time and address you confirm, or provide instructions for drop-off.
- We inspect and refund once we receive the product.
Please do not send anything back before contacting us — we cannot process unannounced returns.
9. WHO PAYS FOR RETURN SHIPPING
| Reason for return | Who pays |
|---|---|
| Damaged, defective, expired | We do |
| Wrong or missing item | We do |
| Our error of any kind | We do |
| You changed your mind | You do, unless we say otherwise |
Where you pay, the cost is the courier's actual charge, deducted from your refund or paid directly by you — we will tell you which before you send anything.
10. HOW AND WHEN YOU ARE REFUNDED
We refund the amount you actually paid, in the currency you paid it, through the same channel wherever possible:
| You paid by | You are refunded by |
|---|---|
| Cash on delivery | Whish, or OMT — your choice |
| Card online | Back to the same card |
| Whish or OMT | Back through Whish or OMT |
We will not force store credit on you. You may accept a credit or voucher if you prefer one, but you always have the option of your money back.
Timing. We issue refunds within 14 days of receiving the returned product, or of accepting your cancellation where no return is needed. Card refunds may take additional time to appear depending on your bank.
Delivery charges. Where you cancel a whole order, we refund the delivery charge too. Where you return part of an order and keep the rest, we refund the product price but not the delivery charge.
Partial refunds. If a return arrives with items missing or damaged in ways not caused by us or the courier, we will contact you before adjusting the refund. We will not reduce a refund without telling you why.
11. EXCHANGES
We are happy to exchange an unopened product for a different flavour or size, subject to Section 3 and availability. Contact us and we will arrange it. If there is a price difference, we will refund or invoice you for it.
12. DISCOUNTED ITEMS, BUNDLES, AND FREE GIFTS
Discounted and promotional items carry the same rights as full-price items — a discount does not reduce your legal protections.
Bundles and multipacks are returnable as a complete set. If you return part of a bundle and keep the rest, we recalculate the price of what you kept at the standard non-bundle rate and refund the difference.
Free gifts must be returned with the qualifying order. If the gift is not returned, we deduct its stated value from your refund.
Where a discount code was used, we refund the amount you actually paid, not the pre-discount price. Single-use codes are not reissued after a change-of-mind return, but are reissued where the return is our fault.
13. IF YOU'RE NOT HAPPY WITH OUR DECISION
Tell us. Email hello@drinkdayload.com and ask for your case to be reviewed. We will respond within 14 days.
If we still cannot resolve it, you may file a complaint with the Consumer Protection Directorate at the Lebanese Ministry of Economy and Trade (hotline 1739), and refer the dispute to the Dispute Settlement Committee established under Law No. 659/2005. Nothing in this Policy restricts your right to do so, and you do not need our agreement to take that step.
You also retain the right to bring your claim before the competent Lebanese courts.
14. CHANGES TO THIS POLICY
We may update this Policy. The version that applies to your order is the one published when you placed it. Material changes will be posted here, and notified by email to account holders.
15. CONTACT
Dayload hello@drinkdayload.com www.drinkdayload.com
Please include your order number in all correspondence.
