Refund and Returns Policy

Effective Date: 24.01.2025

At Dhonimart Service Pvt Ltd, customer satisfaction is our priority. Our Refund and Returns Policy is designed to provide you with clarity and peace of mind while shopping at https://dhonimart.com/. We are committed to ensuring that any issues related to your purchases are handled smoothly and fairly.

1. General Guidelines

This Refund and Returns Policy applies to all products purchased on Dhonimart.com. By completing a purchase, you agree to the terms outlined below:

• Items eligible for returns or refunds must meet the conditions specified in this policy.
• Certain items may have specific return or refund conditions, which will be outlined on their respective product pages.

2. Eligibility for Returns

To qualify for a return, the item must meet the following conditions:

1. Condition:
• The item must be unused, unwashed, and in its original packaging.
• All original tags, labels, and accessories must be intact.
2. Timeframe:
• Return requests must be initiated within 7 days of receiving the item.
3. Proof of Purchase:
• A valid receipt, order confirmation email, or proof of purchase is required to process the return.
4. Exclusions:
• Certain items, such as perishable goods, intimate apparel, customized products, and gift cards, are non-returnable unless defective.

3. Steps to Initiate a Return

To start the return process, please follow these steps:

1. Submit a Request:
• Log in to your account on Dhonimart.com and go to the “My Orders” section.
• Select the item you wish to return and click on “Request Return.”
• Provide a reason for the return and upload any relevant photos if the item is defective or damaged.
2. Wait for Approval:
• Once your request is submitted, our team will review it within 2-3 business days.
• You will receive an email or notification with further instructions if your return is approved.
3. Pack the Item:
• Ensure the item is securely packed to prevent damage during transit.
• Use the original packaging or a sturdy alternative.
4. Ship the Item:
• You can use the shipping label provided by Dhonimart or arrange your preferred courier service.
• Keep the shipping receipt as proof of return.

4. Refund Policy

We offer refunds for eligible items under the following conditions:

Refund Processing

• Refunds will be processed within  7-10 business days after receiving and inspecting the returned item.
• Refunds will be credited to your original payment method. If the payment method is no longer active, you will be contacted to provide alternative account details.

Partial Refunds

In some cases, only partial refunds may be granted. These include:

• Items with missing parts or accessories not due to our error.
• Items returned after the specified return window.

Non-Refundable Situations

Refunds will not be issued in the following scenarios:

• Products purchased on clearance or during special promotions (unless defective).
• Items not in their original condition, including those damaged or missing essential components due to customer mishandling.

5. Damaged or Defective Items

If you receive a damaged or defective item, we sincerely apologize for the inconvenience. Please notify us within 7 days of receiving the product by:

1. Emailing us at support@dhonimart.com with “Damaged/Defective Item” in the subject line.
2. Providing clear photographs or videos of the damaged or defective item, along with your order details.

Once verified, we will offer the following options:

• A full refund.
• A replacement item, subject to availability.
• Store credit equivalent to the value of the item.

6. Exchange Policy

We allow exchanges for items that meet the following criteria:

• The item was received in the wrong size, color, or variant.
• The item meets the return eligibility requirements outlined above.

Exchange Process

1. Submit an exchange request through your Dhonimart account.
2. Ship the original item back to us.
3. Once received, we will process and ship the exchange item within  5 business days.

Note: Exchanges are subject to stock availability. If the requested item is unavailable, we will issue a refund or store credit.

7. Shipping Costs for Returns and Refunds

Free Returns

• Returns are free for defective or damaged items and orders where the incorrect item was delivered.

Customer-Paid Returns

• For change-of-mind returns or exchanges, the customer is responsible for return shipping costs.
• Shipping costs are non-refundable unless the return is due to our error.

International Returns

• For international orders, return shipping fees and customs charges (if any) must be borne by the customer.

8. Store Credit

In cases where a refund is processed as store credit:

• Store credit will be added to your Dhonimart account and can be used for future purchases.
• Store credit cannot be redeemed for cash or transferred to another account.

9. Gift Returns

If you received an item as a gift and wish to return it:

• You may request store credit or an exchange of equivalent value.
• Proof of purchase (e.g., order ID) will be required for processing.

10. Cancellations

You can cancel an order before it is shipped:

• To cancel, log in to your Dhonimart account, go to “My Orders,” and select “Cancel Order.”
• If the order has already shipped, it cannot be canceled. Instead, you may initiate a return after delivery.

Refunds for canceled orders will be processed within 5-7 business days.

11. Important Notes

• Inspection Upon Delivery: Please inspect all items upon delivery and report any issues immediately.
• Refund Timeline: Refund processing times may vary depending on your payment provider.
• Policy Updates: This Refund and Returns Policy is subject to change without prior notice. Updates will be posted on our website.

12. Contact Us

For questions, assistance, or to initiate a return, please contact our customer support team:

• 📧 support@dhonimart.com
• 📞 +91 7384799271
• 📬 Dhonimart Service Pvt Ltd, [Insert Address]

We are here to make your shopping experience seamless and enjoyable. Thank you for choosing Dhonimart!