Refund policy
RETURN & EXCHANGE WINDOW: 48 HOURS
To ensure the highest quality standards and hygiene, all return and exchange requests must be raised within 48 hours of receiving your product.
ELIGIBILITY CRITERIA
Product Condition (Mandatory):
- ✅ Unused, unwashed, and unworn
- ✅ Original tags attached and intact
- ✅ Original packaging included
- ✅ Free from stains, odors, or damage
- ✅ No alterations or customizations
Documentation Required:
- For defect/damage claims: Unboxing video or clear photos required
- For wrong product: Photos of received item
- For preference changes: Product in original condition
NON-RETURNABLE/NON-EXCHANGEABLE ITEMS
❌ The following cannot be returned or exchanged:
- Products purchased during sales (marked "Final Sale")
- Items without original tags or packaging
- Requests raised after 48 hours of delivery
- Worn, washed, altered, or customized products
- Tampered or damaged packaging (unless you refused delivery)
HOW TO INITIATE RETURN/EXCHANGE
Within 48 Hours of Delivery:
-
Contact Us:
- 📧 Email: Doraiweb.help@gmail.com
- 📱 WhatsApp: +91 97144 80050
- ⏰ Hours: Monday-Saturday, 9 AM - 6 PM IST
-
Provide Details:
- Order number
- Product name
- Reason for return/exchange
- Photos/video (for defects/damage)
-
Await Approval:
- We'll review within 48 hours
- Approval/rejection notification sent via email
PICKUP & PROCESSING
Timeline:
- Pickup scheduled: 2-4 business days after approval
- Quality check: 2 business days after pickup
- Refund/credit note: 7 days after quality check
- Total: 11-13 business days
Pickup Service:
- ✅ FREE pickup if available at your location
- ❌ If pickup unavailable: Self-ship to our warehouse
- 💰 Self-shipping credit: Up to ₹150 (as credit note)
REFUND POLICY
Refund Amount:
- Product price: REFUNDED
- Shipping charges (₹200/product): NON-REFUNDABLE
- COD charges: NON-REFUNDABLE
Refund Timeline:
- Credit/Debit Card: 5-7 business days
- UPI/Net Banking: 3-5 business days
- Bank transfer confirmation: From your bank (may vary)
Important:
- Refunds processed to original payment source
- Banks send SMS for amounts ≥ ₹5,000 only
- Check bank statement for smaller amounts
EXCHANGE POLICY
Exchange Options:
-
Same Product (Different Variant):
- Different color/size of same saree
- No price difference
-
Different Product:
- Exchange for any other product on dorai.in
- Pay difference if new item costs more
- Receive credit note if new item costs less
-
Store Credit Note:
- Full product value as store credit
- Valid for 12 months
- Use on any future purchase
Exchange Process:
- Same as return process
- Credit note issued after quality check
- Use credit note code at checkout
DAMAGED/DEFECTIVE PRODUCTS
If Product Arrives Damaged:
Option 1: Refuse Delivery
- If packaging is visibly damaged/tampered
- Refuse package at delivery
- Email us immediately at Doraiweb.help@gmail.com with Order ID
- Replacement shipped at NO extra cost
Option 2: Report After Opening
- Contact within 48 hours with unboxing video/photos
- Priority processing for defect claims
- FREE pickup and replacement
- No questions asked for genuine defects
CANCELLATION POLICY
Before Shipment:
- Email : Doraiweb.help@gmail.com within 6 hours of order
- Available: Monday-Saturday, 9 AM - 6 PM only
- Full refund if cancelled before shipping
After Shipment:
- Cannot cancel, but can return within 48 hours
- Follow return policy above
IMPORTANT TERMS
📌 48-Hour Window: Calculated from delivery date/time
📌 Quality Check: Products must pass inspection to qualify
📌 One Exchange Per Order: Each order can be exchanged only once
📌 Sale Items: Non-refundable and non-exchangeable
📌 Shipping Costs: Original shipping (₹200/product) + COD charges are non-refundable
📌 Credit Notes: Cannot be redeemed for cash
📌 Return Address: Provided upon approval
CONTACT INFORMATION
📧 Email: Doraiweb.help@gmail.com
📱 WhatsApp: +91 97144 80050
🌐 Website: www.dorai.in
⏰ Support: Monday-Saturday, 9 AM - 6 PM IST
FREQUENTLY ASKED QUESTIONS
Q: Why only 48 hours? A: To maintain hygiene standards and product quality for handloom sarees.
Q: What if I receive the product on Friday evening? A: You have until Sunday evening (48 hours from delivery). Contact us Monday morning.
Q: Can I try the saree before returning? A: You can inspect but not wear/wash. All tags must remain attached.
Q: What if delivery person doesn't wait for me to check? A: Open immediately after delivery. If damaged, contact us within 48 hours with photos.
Q: Will I get shipping charges back? A: No, shipping charges (₹200/product) and COD fees are non-refundable.
Q: How do I track my return? A: You'll receive tracking details once pickup is scheduled.