Returns & refund policy

Part A · Dukai subscription refunds

A1. 7-day money-back guarantee

If you upgrade to a paid plan and decide it's not for you within 7 days, email [email protected] and we will refund the full amount, no questions asked.

A2. Monthly plans

After the first 7 days we do not refund partial months. You can cancel at any time and the plan stays active until the end of the current cycle.

A3. Annual plans

Annual plans cancelled after 7 days are refunded for the unused full months only (e.g. if you cancel after 4 months of a 12-month plan, you get back 8 months' worth). Processing takes 5–7 business days.

A4. How to request a refund

1. Email [email protected] from the email registered on your account.
2. Include your shop name and Razorpay order ID.
3. We acknowledge within 1 business day and refund within 7 business days to your original payment method.

Part B · Returns of goods sold through Dukai storefronts

This section is the default policy that applies on every shop using Dukai's storefront — unless the shop owner has published their own policy. Owners can customise this at: Owner → Settings → Store policies.

B1. Right to return

Customers may return most items within 7 days of delivery if:

• The item is unused and in its original packaging.
• All tags, accessories, manuals and free gifts are included.
• The original invoice (sent via WhatsApp) is presented.

B2. Faulty or wrong products

If you received a wrong, damaged, defective, or expired product, you may return it within 48 hours of delivery. The shop owner will:

• Replace it with the correct/working item, OR
• Issue a full refund — including any delivery charges — to your original payment method.

Please photograph the problem before unpacking further and share it on WhatsApp at the time of the report — this lets the shop resolve it quickly.

B3. Items that cannot be returned

The following are non-returnable unless they arrived damaged or wrong:

• Perishable goods — fresh dairy, vegetables, fruits, bakery, sweets.
• Personal care items — opened cosmetics, toothbrushes, undergarments.
• Made-to-order or custom-cut goods.
• Gift cards and digital vouchers.
• Items marked "final sale" or "non-returnable" on the product page.

B4. How to return

1. Open the WhatsApp chat with the shop, type "return", and follow the prompts.
2. Or open Order → Request return in the customer storefront.
3. The shop confirms within 24 hours and arranges pickup or asks you to drop off.
4. Once received and inspected, the refund is issued within 5–7 business days to your original payment method (UPI, card, or COD store credit).

B5. Refund methods

• UPI / cards — refunded automatically to the same source via Razorpay.
• Cash on delivery — refunded as UPI transfer or in-store credit per the customer's choice.

B6. Shipping charges

If the return is the shop's fault (wrong/damaged item) the shop bears the pickup cost. For other returns (change of mind, size mismatch) a small reverse logistics fee may apply — the shop will tell you upfront.

B7. Disputes

If you and the shop cannot agree, email [email protected]. We will review the WhatsApp transcripts, photos and order details and rule within 7 business days. Our decision is final for transactions on the platform.

Part C · Contact

For Dukai subscription refunds: [email protected]

For dispute escalation between customer and shop: [email protected]

For general questions: Contact us