Refund policy

Cancellation:

If a customer cancels an order before it has been shipped, Dwanees may accept the cancellation and refund the amount to the buyer within a reasonable period. In such cases, the order amount will be refunded, but any transaction fees charged by the bank will be deducted. Please note that Dwanees may not be able to cancel orders that are already shipped or in transit.

Refunds:

Orders are eligible for return/exchange if:

• The product is clearly defective/damaged.
• Received the wrong product

Reach out to Dwanees Customer Care at dwanees@gmail.com within 7 days from the receipt of the order to confirm the return/refund eligibility. One of our executives will get in touch to process the return/exchange request. Customers may need to share images of the received product to initiate the return pick-up.

A confirmation email will be sent to the customer, confirming the return/exchange request. Return pick-up will be facilitated by the Dwanees customer care team within 3 business days from the date of return/exchange confirmation. Once the courier person comes to pick up the saree, kindly capture a picture of the saree while handing it over to them.

Customers are requested not to return products through any personal mode other than the return facility provided by Dwanees, as this may hamper/delay the refund/exchange process. Store exchange is not applicable to orders shipped outside India. Customers may have to bear additional charges such as return cost and customs duties (for international orders). Such amounts will be indicated to the customers in advance.

Orders placed for gift vouchers are not eligible for cancellation/exchange or refund. An unboxing video is a mandatory requirement and must be shared with us during the return process.

Refund Process:

The product will go through the following internal checks before the refund is processed:

• The products returned should be in their original condition.
• The products must not be used or washed.
• The products should have the original tags/labels in place and folds intact.
• The products should be returned along with the box in which they were delivered.

The refund may be delayed or not processed if the returned product/s does not meet any of the internal check criteria mentioned above.

Refund Timeline:

Refunds (net of any additional charges applied on account of return) shall be made to the same issuing bank through which the product was purchased, using the same payment mode. Refunds are processed within 2 business days of receiving the product at Dwanees's warehouse. The refunded amount may take 7-10 business days from the date of initiation of the refund to reflect in the bank account/credit card/wallet.

In the event of false, frivolous, or baseless complaints regarding the delivery or quality of the products, the customer will not be eligible for a refund or replacement. Customers have the option to raise a chargeback with their bank if the refund amount does not reflect within 15 days from the date of initiating the refund. However, we request customers to reach out to us first for any queries and speedy resolution of any payment/refund concerns.

Need Help:

Contact us at dwanees@gmail.com for questions related to refunds and returns.