Welcome to Dukanwaale.com.
This Cancellation, Return, and Exchange Policy explains the terms, conditions, and procedures related to cancelling orders, returning products, and requesting exchanges on our platform.
Dukanwaale.com is a multi-vendor marketplace, where products are sold by independent sellers. While sellers may have their own policies, all transactions must comply with the minimum standards outlined in this policy to ensure a fair and transparent experience for both customers and sellers.
By placing an order on Dukanwaale.com, you agree to the terms described below.
1. Policy Overview
Our objective is to:
Provide customers with a simple and fair cancellation, return, and exchange process
Protect sellers from misuse and fraudulent claims
Maintain transparency and trust across the platform
This policy applies to all physical products sold on Dukanwaale.com unless otherwise specified on the product page.
2. Order Cancellation Policy
2.1 Cancellation Before Dispatch
Customers may cancel an order before it has been dispatched from the seller’s location.
Conditions:
Cancellation request must be raised through the My Orders section
Order status must be “Processing” or “Confirmed”
Once cancelled, a full refund will be initiated (if payment was already made)
2.2 Cancellation After Dispatch
Once an order has been dispatched or marked as “Out for Delivery”, cancellation may not be possible.
In such cases:
2.3 Cancellation by Seller or Platform
In rare situations, an order may be cancelled by the seller or Dukanwaale.com due to:
In such cases, customers will receive a full refund without any deduction.
3. Refund for Cancelled Orders
Refund processing time:
4. Return Policy
4.1 Eligible Reasons for Return
Customers may request a return under the following conditions:
Product is damaged at the time of delivery
Product is defective or not functioning
Wrong product delivered
Missing parts or accessories
Product significantly different from description
4.2 Return Request Time Window
Return requests must be raised within:
Requests made after the allowed time window may not be accepted.
4.3 Condition of Returned Products
Returned products must:
Be unused and unaltered
Be returned in original packaging
Include all accessories, manuals, and tags
Be in resaleable condition (unless damaged on delivery)
Failure to meet these conditions may result in rejection of the return request.
5. Non-Returnable Products
The following items are generally not eligible for return, unless damaged or defective at delivery:
Product-specific return eligibility will always be mentioned on the product page.
6. Exchange Policy
6.1 Exchange Eligibility
Exchange requests are accepted for:
Exchange availability depends on:
Stock availability
Seller approval
Product category
6.2 Exchange Request Process
To request an exchange:
Go to My Orders
Select the product
Choose Request Exchange
Select the reason and provide proof (if required)
If the requested replacement is unavailable, a refund may be offered instead.
7. Return Pickup & Shipping
Return pickup may be arranged by the seller or platform
In some cases, customers may be asked to self-ship the product
Pickup timelines may vary based on location and availability
Products must be securely packed to avoid damage during return transit.
8. Verification & Quality Check
Once the returned product is received:
Seller performs a quality inspection
Images or videos may be reviewed
Verification ensures product condition matches return claim
If the return is approved, refund or exchange will be processed accordingly.
9. Refund After Return
Refunds for returned products are processed after successful verification.
Refund timeline:
Refunds are issued via:
10. Partial Returns & Refunds
Partial returns may be allowed if:
Refund amount will correspond only to the returned item(s).
11. Failed Return or Pickup Attempts
If a return pickup fails due to:
The return request may be cancelled, and refund may not be processed.
12. Seller-Specific Policies
As a multi-vendor marketplace:
Sellers may define additional cancellation, return, or exchange terms
Seller policies will be displayed on their store page
However:
13. Abuse & Misuse of Policy
Dukanwaale.com reserves the right to:
Reject requests in case of policy misuse
Restrict accounts involved in repeated fraudulent returns
Take necessary administrative or legal action
14. Customer Responsibilities
Customers are responsible for:
Providing accurate order and return details
Following timelines strictly
Returning products in proper condition
Cooperating during verification
15. Role of Dukanwaale.com
Dukanwaale.com acts as a facilitator between buyers and sellers. While we assist in dispute resolution, the final responsibility of product quality lies with the seller.
16. Policy Updates
This policy may be updated from time to time based on:
Operational needs
Legal requirements
Marketplace improvements
Changes will be effective immediately after publication.
17. Governing Law & Jurisdiction
This policy is governed by the laws of India.
All disputes shall be subject to the jurisdiction of the applicable courts.
18. Contact & Support
For any questions related to cancellation, return, or exchange:
19. Our Commitment
We are committed to:
Fair resolution of issues
Transparent communication
Protecting customer trust
Supporting honest sellers
Policy Summary
Cancel before dispatch for full refund
Return damaged or wrong items within time window
Exchange available for eligible products
Refund after verification
Fair & transparent process
Request within allowed time
Refund via original payment method
Return may be required
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