Cancellation & Refund Policy

You can cancel free of charge any time before the shop starts packing your order.

Once packing has started or the order has been picked up, cancellation may not be possible.

If you refuse a delivered order without a valid reason, delivery charges may not be refunded, and repeated refusals may lead to account restrictions or Cash on Delivery being switched off.

An order or item may be cancelled if the item is out of stock; the shop does not accept the order in time; the address is outside the serviceable area; the address or phone number is unreachable; no delivery partner is available; delivery is not possible because of floods, road closures, bandhs or similar events; or the order appears fraudulent.

You are refunded in full for any cancelled item you have already paid for.

Report damaged, spoilt, expired, wrong or missing items within 24 hours of delivery, with a photo where possible. For fresh produce, meat, fish and dairy, please report as soon as you notice.

After verification we offer a replacement or a refund of that item, at your choice where a replacement is available.

Please keep the item and packaging until we confirm your report.

Opened or used non-perishable items, and personal-hygiene, feminine-hygiene, sexual-wellness and baby-care items, cannot be returned unless they are damaged, defective, wrong or expired.

Medicines cannot be returned once delivered, unless the wrong medicine, or a damaged, expired or tampered medicine, is delivered.

Made-to-order, cut-to-order and perishable items cannot be returned unless they are unsafe or spoilt on delivery.

Unused items in original packaging with tags and accessories can be reported for return or exchange within 7 days of delivery.

Electronics and appliances found dead on arrival or defective must be reported within 48 hours of delivery. After that, repair or replacement is through the brand’s warranty, and the merchant will help you with the warranty card and invoice.

Jewellery, watches and high-value items can be returned only if they are wrong, damaged or not as described, and must be returned with the original invoice, packaging and certificates.

Online payments are refunded to the original payment method, usually within 5–7 working days after approval, depending on your bank or wallet.

Cash on Delivery refunds are paid to the bank account or UPI ID you give us, usually within 5–7 working days.

Where a return is needed, the refund is issued after the item is picked up and checked.

Write to support@dookan.live with your order number and we will acknowledge within 48 hours. If you are not satisfied, use the Grievance Redressal Policy.