DUGAZI RETURNS & EXCHANGES POLICY

 DUGAZI RETURNS & EXCHANGES POLICY

Last Updated: August 19, 2025

INTRODUCTION

At Dugazi, your satisfaction is our priority. We stand behind the quality of our premium products and want you to love every purchase. Our comprehensive returns and exchanges policy ensures you have a seamless experience throughout your journey with us.

This policy outlines your rights and our procedures for returns, exchanges, refunds, and customer support. We are committed to providing exceptional service and building long-term relationships with our valued customers.

We do not accept returns until there is any manufacturing defect, customer can contact us over mail or phone provided on contact us page

1. RETURN TIMEFRAME

1.1 Standard Return Window

- 7 days in case of any manufacturing defects*(please contact customer care)

DEFECTIVE ITEMS:- 

We guarantee our merchandise to be free of manufacturing defects. If you receive a damaged or defective item, or your item proves to be defective in workmanship or materials within 7 days with normal wear (excluding stains), we will always accept the item for assessment and provide a refund if validated as faulty. Such returns have to be initiated with our customer care and not via online returns.

 n  Return charges may apply for excessive returns (more than 5 return / month)

2. Return Condition Requirements

Items must be:

- Unworn and unused with all original tags attached

- In original packaging with all accessories included

- Clean and undamaged with no signs of wear, stains, or alterations

- Returned with original receipt or order confirmation

- Items damaged by customer use will be non returnable (stains, tears, excessive wear)

3. EXCHANGES

  Size & Colour Exchanges

- Free exchanges within 5 days

- 10 days for Dugazi Elite loyalty program members

- Subject to availability

4. REFUNDS

Refund Options

For Original Payment Method

- Credit/Debit Card: within 10 business days

- Net Banking: within 10 business days

- UPI: within 7 business days 

For COD Orders:

- Dugazi Wallet credit: Instant

- Bank account transfer: within 10 business days

If an item is returned that does not comply with our Returns Policy, we will not approve and process the refund. We reserve the right to not return an item which does not comply with our Returns Policy. Please contact our Customer Care team to enquire about the validity of your return if you are unsure.

5. ORDER CANCELLATION

Before Shipment

- Free cancellation before item is shipped

- Instant refund to original payment method

- Cancel via "My Orders" or contact support

 After Shipment

- Follow standard return process once delivered

- Refuse delivery at doorstep for immediate return processing

6. LOYALTY PROGRAM Dugazi Elite Members

- Extended 10-day return window

- Priority processing (24-48 hours)

- Free exchanges throughout the year 

7. QUALITY ASSURANCE

Our Commitment

- All returned items undergo quality inspection

- Feedback used to improve product quality

- Satisfaction guarantee we'll work with you to find a solution

8. POLICY UPDATES

Changes to Policy

- Policy updates communicated via email to registered customers

·       FREQUENTLY ASKED QUESTIONS :- 

1. When the Return Period Begins

Ans: The return period starts from the date of delivery, not the purchase date. We will honor returns made within 2-3 days beyond the stated period as a goodwill gesture

2. How to Initiate a Return 

Ans:- Option 1: Online Self-Service

1. Log into your account and go to "My Orders"

2. Select the item(s) you wish to return

3. Choose reason for return and preferred resolution

4. Print the prepaid return label

Option 2: Email Support

1. Email us at returns@dugazi.in

2. Include your order number and reason for return

3. We'll send you a prepaid return label within 24 hours

3. Exchange Process

Ans: 1. Follow the same return initiation process

2. Select "Exchange" and specify new requirements

3. We'll confirm availability before processing

4. Receive new item within 5-7 business days of processing 

4: What if I miss the return pickup?

A: We'll make one additional attempt the following business day. After two failed attempts, you'll need to submit a new return request.

5: How do I track my refund?

A: Can contact our customer care team for real-time status updates.

6: Can I exchange for a different size?

A: Yes, size exchanges are processed as regular exchanges, subject to availability and within our 10-day window.