Refund policy

 

REFUND & RETURN POLICY

Refund & Return Policy

At Dukono, customer satisfaction is our priority. We aim to provide quality products and a smooth shopping experience to every customer.

Please read this policy carefully before placing an order, as it explains the conditions under which returns, replacements, cancellations, and refunds are accepted.

Return & Replacement Eligibility

We accept return or replacement requests only in the following situations:

  • The product received is damaged during transit
  • The wrong product was delivered
  • The item received is defective or not working properly
  • Important parts or accessories are missing from the package

To be eligible for a return or replacement:

  • The request must be submitted within 3 days of delivery
  • The item must remain unused and in its original packaging
  • Clear photos or videos of the issue may be required for verification
  • The product should not show signs of intentional damage or misuse

Once our team verifies the issue, we will provide an appropriate resolution.

Products Not Eligible For Return

For hygiene, operational, and business reasons, returns or refunds may not be accepted in the following cases:

Change Of Mind

We do not accept returns if the customer simply changes their mind after receiving the product.

Incorrect Order By Customer

Please carefully review product details before placing an order. Returns may not be accepted for orders placed mistakenly by the customer.

Minor Difference In Color Or Appearance

Actual product color or appearance may slightly vary due to:

  • Mobile screen settings
  • Lighting conditions
  • Product photography editing

Such minor variations are considered normal and do not qualify for returns.

Delayed Deliveries Beyond Our Control

Delivery timelines are estimates and may occasionally be affected by:

  • Weather conditions
  • Courier delays
  • Public holidays
  • Regional restrictions
  • High order volume

In such situations, refunds will generally not be issued solely because of delivery delays.

Used Or Damaged Products

Products that have been used, altered, damaged intentionally, or returned without original packaging may not qualify for refund or replacement.

Damaged, Defective, Or Wrong Product Process

If you receive a damaged, defective, or incorrect item, please contact us immediately with the following details:

  • Order number
  • Photos/videos of the product
  • Photos of packaging
  • Brief explanation of the issue

This helps our support team verify the claim quickly and process your request faster.

After verification:

  • A replacement may be shipped, or
  • A refund may be issued depending on product availability and issue type

Refund Process

Once your refund request is approved:

  • Refunds are processed within 5–7 business days
  • Refunds are credited to the original payment method whenever possible
  • For Cash On Delivery (COD) orders, customers may need to provide bank account details for refund processing

Please note:

  • Banks and payment providers may take additional time to reflect the amount in your account
  • Refund timelines may vary depending on your payment provider

Order Cancellation Policy

Orders can only be canceled before they are processed or shipped.

Once an order has been dispatched, cancellation requests may not be accepted.

To request cancellation, customers should contact our support team as early as possible after placing the order.

Cash On Delivery (COD) Orders

For COD orders:

  • Customers are requested to provide accurate contact and delivery details
  • Repeated fake or refused COD orders may lead to future order restrictions
  • Refunds for prepaid shipping charges (if applicable) may not be issued in cases of intentional order refusal

We encourage customers to place COD orders responsibly.

Return Shipping Responsibility

Depending on the situation:

  • We may arrange reverse pickup for eligible returns, or
  • Customers may be requested to ship the item back to the provided return address

Return instructions will be shared by our support team after approval.

Non-Serviceable Areas

In some remote or non-serviceable locations:

  • Return pickup may not be available
  • Delivery timelines may be longer than usual

We appreciate customer understanding in such cases.

Policy Updates

Dukono reserves the right to modify, update, or change this Refund & Return Policy at any time without prior notice.

Customers are encouraged to review this page periodically for updates.

Contact Us

For any refund, return, replacement, or order-related questions, feel free to contact us.

Customer Support Email

vikaskhantwal5911@gmail.com

Business Name

Dukono

We aim to respond to all customer queries within 24–48 business hours