Return and Refund Policy

Effective Date: 2025-11-03
Website: www.dukandar.co.in
Operated by: Dukandar Marketplace (referred to as “we,” “our,” or “us”)

1. Introduction

This Return and Refund Policy explains how returns, replacements, and refunds are handled for products purchased on Dukandar.co.in.

Because Dukandar is a multi-vendor marketplace, each seller is responsible for the quality and delivery of their products. However, we help customers and sellers manage returns and refunds through our platform for a smooth and transparent experience.

2. Eligibility for Return

A product may be eligible for return or replacement under the following conditions:

• The product delivered is damaged, defective, or different from what was ordered.
• The product has missing parts or accessories that were mentioned in the description.
• The product was not delivered within the promised delivery time.

Conditions for a valid return request:

• The request must be made within 7 days of product delivery.
• The item must be unused, unwashed, and in its original packaging.
• All original tags, bills, and receipts must be included.

3. Products Not Eligible for Return

The following items cannot be returned or refunded:

• Products marked as non-returnable on the product page.
• Customized or personalized items.
• Perishable goods such as food, flowers, or beauty products.
• Innerwear, cosmetics, or hygiene-related items for safety reasons.

4. Return Process

To request a return, please follow these steps:

1. Log in to your account on Dukandar.co.in.
2. Go to My Orders → Select the order you want to return.
3. Click on Request Return and mention the reason for return.
4. Upload relevant photos (if damaged or defective).

Once your request is reviewed:

• If approved, we will arrange a pickup of the item or ask you to ship it back (depending on your location).
• After the product is received and inspected, we’ll initiate a replacement or refund as per eligibility.

5. Refund Process

• Refunds will be initiated only after the returned product is received and verified by the seller or Dukandar team.
• The refund will be processed to the original payment method used at the time of purchase.
• Please allow 7–10 business days for the refund to reflect in your account after approval.

If the payment was made using COD (Cash on Delivery), refund details will be collected separately (e.g., bank or UPI information).

6. Cancellation Policy

• Orders can be cancelled before they are shipped by the seller.
• Once shipped, cancellation is not possible, but you may initiate a return after delivery (if eligible).

7. Dispute Resolution

If there is any disagreement between the buyer and the seller regarding a return or refund, Dukandar will review the issue and make a fair decision based on evidence provided by both parties.
Our decision in such cases will be final.

8. Contact Us

For return or refund-related assistance, please contact our support team:
📧 support@dukandar.co.in
📍 Jodhpur, Rajasthan, India

Our team will respond within 2–3 working days.