Introduction
At GoToDukan.com, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we’re here to help with a simple and transparent return and refund process.
1. Return Eligibility
You may request a return if:
- The item is damaged, defective, or incorrect
- The item is unused, unworn, and in original packaging
- The return request is made within 7 days of delivery
- The product includes all tags, accessories, and invoice
2. Non-Returnable Items
The following items are not eligible for return:
- Used or damaged products (not due to our fault)
- Personal care items (e.g., cosmetics, grooming products)
- Perishable goods
- Customized or special-order items
- Clearance / sale items (unless defective)
3. Return Process
To initiate a return:
- Contact us at support@gotodukan.com within 7 days
- Provide:
- Order number
- Product details
- Reason for return
- Photos (if item is damaged/defective)
- Our team will review and guide you with return instructions
4. Refund Policy
Once your return is received and inspected:
- ✅ Approved returns → Refund processed within 5–7 business days
- ❌ Rejected returns → Item will be sent back to you
Refund method:
- Bank transfer / Easypaisa / JazzCash (for COD orders)
- Original payment method (for prepaid orders)
5. Shipping Costs
- If the return is due to our error (wrong/damaged item) → We cover shipping
- If the return is due to change of mind → Customer pays return shipping
6. Exchange Policy
We only replace items if they are:
- Defective
- Damaged
- Incorrect item delivered
Exchange requests must be made within 7 days of delivery.
7. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank/mobile wallet
- Contact your payment provider
- If still not received, email us at support@gotodukan.com
8. Order Cancellation
- Orders can be canceled before shipment
- Once shipped, cancellation is not possible (you may request a return instead)
9. Contact Us
For returns and refunds:
GoToDukan.com
📧 Email: support@gotodukan.com
