This policy explains how to cancel an order placed on a Dukai storefront and how refunds are handled. It is the default policy that applies on every shop unless the shop owner has published their own. For returns of delivered goods, see our separate Return policy.
1. Cancelling an order
- You may cancel an order free of charge any time before it is shipped or out for delivery. Open the WhatsApp chat with the shop and type "cancel", or use Order → Cancel in your account.
- Once an order is packed and handed to delivery/courier it can no longer be cancelled — you may instead refuse it on delivery or request a return after delivery.
- The shop may cancel an order if an item is out of stock, the delivery address is not serviceable, or payment is not received. In every such case any amount you paid is refunded in full.
2. Refund timelines
- Online payments (UPI, cards, net banking): refunds are initiated to your original payment method via Razorpay and typically reflect within 5–7 business days.
- Cash on delivery (COD): as no online payment was made, an eligible refund (for example a wrong/damaged item) is issued as a UPI transfer or in-store credit, per your choice.
You will receive a WhatsApp confirmation when a refund is initiated. The time for the amount to appear in your account depends on your bank or card issuer.
3. Refund amount
When an order is cancelled before shipping, or cancelled by the shop, you are refunded the full amount including any delivery charge. For returns after delivery, the refundable amount is determined by the Return policy (for example, reverse-logistics fees may apply for change-of-mind returns).
4. Wrong, damaged or undelivered orders
If you were charged but the order was never delivered, or you received a wrong/damaged item, you are entitled to a full refund including delivery charges. Report it within 48 hours of delivery (with a photo where relevant) via WhatsApp or Contact us.
5. How to request a cancellation or refund
- Open the WhatsApp chat with the shop, or open the order in My orders.
- Choose Cancel (before shipping) or Request return/refund (after delivery).
- The shop confirms within 24 hours and the refund (if applicable) is processed within the timelines above.
6. Disputes
If you and the shop cannot agree on a cancellation or refund, email [email protected]. We will review the order details, WhatsApp transcripts and photos and respond within 7 business days.
7. Contact
For any refund or cancellation question: Contact us / [email protected].