Refund policy

Returns

 Our return policy is valid for 14 days from the date of delivery. If 14 days have gone by since your order got delivered, unfortunately we cannot offer you a refund or exchange.

 Acceptable reasons for return:

  • 1. The product received is unfit for consumption at the time of delivery

  • 2. The product is received in a damaged condition

 IMPORTANT:

  • 1. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  • 2. Perishable items - fresh vegetables, fruits, mangoes, frozen etc. are exempt from any return or exchange.

For orders placed through a Franchisee platform (e.g. neu.dookan.com): Refund requests are processed by the franchisee store that fulfilled your order. The franchisee is the seller of record and is responsible for handling returns and refunds according to their policy. For questions or to initiate a return, please contact the franchisee using the contact details provided in your order confirmation, or email support@dookan.com and we will connect you with the appropriate franchisee.

For orders fulfilled directly by Dookan Technologies s.r.o.: Refund requests are processed by Dookan. Please contact us at support@dookan.com to initiate a return.Your order confirmation email will clearly indicate whether your order is fulfilled by a franchisee partner or by Dookan directly.

Refunds

 Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and you shall receive the refund within 5-7 working days.

Perishables

  • 1. Please take out all the veggies, fruits and paneer from their covers as soon as you receive them and store them.

  • 2. Requests for refunds for vegetables, fruits and paneer will only be accepted within 12 hours after an order delivery. Request you to please send pictures for any complaints regarding damaged items.

  • 3. For deliveries with perishables please arrange for someone to be home to receive the shipment on the day of delivery. Dookan can't be held responsible if package is delivered to Parcel shop and quality of the product is affected due to delay.

  • 4. As of 4th Jan 2021, All veggies which are marked as refundable will be eligible for refund.

  • 5. Vegetables, which are marked as non-refundable, are eligible for shipping but will not be refunded in case of any delays or damages. 

 

Lost / Damaged Package

In case your package is lost or damaged during transit, the entire package will be resent or refunded post agreement with the customer. 

Late or missing refunds

If you have not received your refund, please contact us at support@dookan.com.

IMPORTANT: Sale Items or special offer items are not eligible for returns or refunds, only regular priced items will be refunded in case of return.

Exchanges

We only replace items if they are defective or damaged. To place a request for exchange kindly drop an email on support@dookan.com.

Shipping 

To return your product, you should mail your product to:  Dookan.com, Dookan Technologies s.r.o, Orlovská 791/40, 713 00 Slezská Ostrava-Heřmanice, Czechia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.