Refund policy
1. Overview
At Dostana, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return, exchange, or refund in accordance with this Policy. This Policy applies only to purchases made through the official Dostana website.
2. Return Eligibility
You may request a return within 14 (fourteen) days from the date of successful delivery, provided that:
- The product is unused, unwashed, and unworn.
- The product is returned in its original condition.
- All original tags, labels, and packaging are intact.
- The product is free from stains, perfumes, deodorants, damage, or alterations. A valid proof of purchase or order number is provided.
Dostana reserves the right to inspect the returned product before approving any refund or exchange.
3. Exchange Policy
Customers may request an exchange within 14 days of delivery, subject to product availability and successful quality inspection.
Exchanges may be approved for reasons including:
- Incorrect size received.
- Wrong product delivered.
- Product received in damaged condition.
- Manufacturing defect.
If the requested replacement product is unavailable, Dostana may, at its discretion, offer an alternative product, store credit, or refund where appropriate.
4. Non-Returnable Items
The following products are generally not eligible for return or exchange unless required under applicable consumer protection laws:
- Products showing signs of use or washing.
- Products returned without original tags or packaging.
- Products damaged due to customer misuse.
- Products altered after delivery.
- Free promotional items or complimentary gifts.
- Any item specifically marked as non-returnable on the product page.
5. Damaged, Defective or Incorrect Products
If you receive:
- a damaged product
- a defective product or
- an incorrect item,
please contact us within 48 hours of delivery by emailing:
contactdostana@gmail.com
To help us process your request, you may be asked to provide:
- Order Number
- Photographs of the product
- Photographs of the packaging
- Description of the issue
6. Cancellation Policy
Orders may be cancelled within 24 hours of successful order placement, provided that the order has not already entered processing or shipping. If the order has already been processed or dispatched, cancellation may no longer be possible. If cancellation is approved, the refund will be processed in accordance with this Policy.
7. Refund Policy
Approved refunds will generally be processed using the same original payment method used during purchase. The time taken for the refund to reflect in your account may vary depending on your payment provider or financial institution. Refunds will be issued only after the returned product has been received and successfully inspected, unless otherwise required by applicable law.
8. Return Process
If you wish to request a return or exchange, please contact us at contactdostana@gmail.com with the following details:
- Order Number
- Full Name
- Registered Email Address
- Mobile Number Reason for Return or Exchange
- Clear photographs of the product (where applicable)
After reviewing your request, we will inform you whether it has been approved and provide the next steps.
9. Return Shipping
Where a return or exchange request is approved, Dostana may arrange a reverse pickup where such service is available. If reverse pickup is unavailable in your location, you may be requested to ship the product to the address communicated by our customer support team. The responsibility for return shipping charges, if any, will be communicated to you before the return is processed, unless applicable consumer protection laws require otherwise.
10. Inspection of Returned Products
All returned products undergo a quality inspection after they are received. If the returned product does not meet the eligibility conditions described in this Policy, Dostana reserves the right to reject the return, exchange, or refund request. Where feasible, the product may be sent back to the customer.
11. Situations Where Refunds or Exchanges May Be Refused
A request may be declined if, after inspection, it is found that:
- The product has been used, washed, or damaged after delivery.
- Original tags, labels, or packaging are missing.
- The return request is made after the applicable return period.
- The product has been intentionally damaged or altered.
- The claim is fraudulent or unsupported by the available evidence.
Nothing in this section limits any rights available to consumers under applicable law.
12. Fraud Prevention
To protect both our customers and our business, Dostana reserves the right to investigate suspicious return, refund, exchange, or cancellation requests. Where fraudulent activity is reasonably suspected, we may refuse the request or take other appropriate action consistent with applicable law.
13. Delays Beyond Our Control
Refunds, exchanges, deliveries, or return processing may occasionally be delayed due to circumstances beyond our reasonable control, including:
- Natural disasters
- Government restrictions
- Public holidays
- Courier delays
- Technical failures
- Other unforeseen events
We will make reasonable efforts to keep customers informed of significant delays.
14. Changes to This Policy
Dostana reserves the right to modify or update this Return, Refund & Exchange Policy at any time. Any revised version will become effective from the date it is published on our website.
15. Contact Us
For any questions regarding returns, exchanges, refunds, or cancellations, please contact: Dostana Email: contactdostana@gmail.com Business Address: Vijay Bagh New Colony, Neemrana, Kotputli–Behror, Rajasthan – 301705, India
16. Consumer Rights
Nothing in this Policy is intended to restrict or waive any rights available to consumers under applicable Indian law. Where any provision of this Policy conflicts with mandatory legal requirements, the applicable law shall prevail to the extent of such conflict