Effective Date: January 2026
Company: SAS Technology
Website: www.dukanwaale.com
Registered Office: Ambikapur, Chhattisgarh, India
1. Introduction
Thank you for shopping with DukanWaale.com.
We want you to have a smooth and trustworthy shopping experience.
This Refund & Return Policy explains our process for product returns, replacements, cancellations, and refunds for both buyers and sellers using our multi-vendor platform.
By placing an order, you agree to the terms described below.
2. Scope of Policy
This policy applies to:
- All buyers/customers who purchase products from DukanWaale.com.
- All vendors/sellers registered on the platform.
- Both physical and digital goods unless stated otherwise.
Certain items may have different or non-returnable conditions, depending on product type or seller policy.
3. Eligibility for Returns
To be eligible for a return or replacement:
- The request must be raised within 7 days of product delivery.
- The product must be unused, unwashed, and in original packaging.
- All tags, manuals, invoices, and accessories must be included.
- The product must not be damaged (except if received in damaged condition).
Non-Returnable Categories:
- Personal hygiene items (razors, undergarments, cosmetics, etc.)
- Perishable goods (food, groceries, flowers)
- Customized or made-to-order products
- Gift cards, software, or digital downloads
Each seller may define additional category-specific return rules which will be mentioned on the product page.
4. Return Process
- Initiate Request
- Log in to your account → “My Orders” → Select item → “Request Return”.
- You may also email us at returns@dukanwaale.com within 7 days.
- Provide Reason
- Select reason (wrong product, damaged item, defective, etc.)
- Upload relevant images or videos for verification.
- Approval & Pickup
- Once verified, our courier partner will schedule a pickup.
- Pickup is usually arranged within 2–4 business days.
- Quality Check
- Returned item is checked by seller/warehouse team.
- Refund or replacement is initiated once the product passes inspection.
5. Refund Process
Refunds will be processed only after:
- The returned product is received and verified, or
- Cancellation is confirmed before dispatch.
a. Refund Mode:
Refunds are issued through the original payment method, such as:
- UPI / Bank Transfer
- Debit/Credit Card
- Wallet / Gift Card Balance
b. Refund Timeline:
- Prepaid Orders: 5–7 business days after verification.
- COD Orders: Refund issued to user’s registered bank account after pickup confirmation.
c. Partial Refunds:
Partial refunds may apply for incomplete product sets, minor packaging defects, or restocking fees.
6. Replacements
If the received product is damaged, defective, or not as described,
you may opt for a replacement instead of a refund (subject to stock availability).
Conditions:
- Replacement requests must be raised within 7 days.
- If a replacement is unavailable, a full refund will be processed automatically.
7. Order Cancellation
a. Before Dispatch:
You can cancel an order before it’s shipped by visiting “My Orders”.
A full refund will be issued automatically to your payment source.
b. After Dispatch:
Once the order is shipped, cancellation is not guaranteed.
You may still refuse delivery or apply for a return after receiving it.
8. For Sellers / Vendors
All registered sellers must:
- Accept returns for eligible orders as per DukanWaale’s policy.
- Maintain accurate product descriptions and quality standards.
- Bear the cost of reverse logistics in case of defective or wrong item shipment.
Repeated policy violations may lead to seller penalties or suspension.
9. Damaged or Missing Products
If you receive a damaged, defective, or missing item, please report it within 48 hours of delivery with proof (photos/videos).
Our team will review and assist in arranging a replacement or refund as per policy.
10. Refund Denial
Refund requests may be rejected if:
- Returned product is used or tampered with.
- Item is missing original packaging or accessories.
- Return request is raised after 7 days.
- Product falls under the non-returnable category.
11. Shipping Costs
- Free Returns: For defective or incorrect items shipped by sellers.
- Buyer’s Responsibility: For discretionary returns (e.g., “no longer needed”, “ordered by mistake”).
Shipping costs will be deducted from the refund amount where applicable.
12. Refund Policy for Digital Products
For digital items (software, subscriptions, templates, etc.):
- Refunds are not allowed after successful delivery or activation.
- If activation fails or license is invalid, contact support@dukanwaale.com within 48 hours.
13. Dispute Resolution
If a dispute arises between a buyer and a seller, DukanWaale may mediate based on transaction records, shipment proof, and communication history.
Final decision will rest with the DukanWaale Dispute Team, and users agree to abide by that resolution.
14. Modification of Policy
We may update or modify this Refund & Return Policy at any time.
All updates will be reflected on this page with a new “Effective Date.”
Your continued use of the platform indicates acceptance of any such modifications.
15. Contact Us
For refunds, returns, or product-related issues, please reach out to our support team:
📧 Email: returns@dukanwaale.com
📞 Phone: +91-70002-54103
🏢 Office: SAS Technology, Ambikapur, Chhattisgarh, India
🌐 Website:www.dukanwaale.com
💬 Note:
Refunds and returns are subject to verification and approval by the respective seller as well as DukanWaale’s internal quality team.
We value our customers and are committed to ensuring a fair and transparent process for every transaction.
© 2026 DukanWaale.com — A Unit of SAS Technology, Ambikapur (Chhattisgarh). All Rights Reserved.
✅ Legal Compliance:
This policy follows India’s Consumer Protection (E-Commerce) Rules, 2020, IT Act 2000, and Digital Personal Data Protection Act 2023.
