Return Policy

🔄 Dokanwala — Return & Refund Policy (Bangladesh)


Applies to: www.dokanwala.com and all Dokanwala sales channels in Bangladesh

1) General Principles

  • We want you to shop with confidence at Dokanwala. If a product is not right, we’ll try to fix it.

  • Returns/Exchanges are accepted under fair conditions and timelines mentioned below.

  • Change of mind alone is not a valid reason for return (except certain fashion items).

2) Eligibility Window

  • Standard Products: Return/exchange request must be made within 3 days of delivery.

  • Electronics / Appliances: Within 48 hours of delivery (for functional issues only).

  • Fashion (apparel, shoes, bags): Within 5 days, unworn & with all tags intact.

  • Non‑Returnable Items: Intimate wear, cosmetics/skincare (opened), perishable goods, custom/pre‑order items, digital codes.

3) Valid Return Reasons

  • Wrong item received (different SKU, color, size).

  • Damaged item on delivery (must have unboxing video/photos).

  • Defective or non‑functioning item (electronics, appliances).

  • Missing accessories/parts.

  • Wrong quantity received.

4) Condition of Returned Items

  • Item must be unused, in original condition, with tags, packaging, invoice.

  • For electronics, IMEI/serial must match our records.

  • Free gifts/bundled items must be returned together.

5) Return Process

  1. Contact support via Hotline, WhatsApp, or Email within timeline.

  2. Provide order ID, problem description, and photos/videos.

  3. Our support team will approve/reject the request within 24–48 hours.

  4. Approved items will be scheduled for pickup (inside Dhaka) or customer drop‑off at courier (outside Dhaka).

  5. Once received, our QC team inspects within 2 business days.

  6. Refund/replacement is processed accordingly.

6) Refund Methods & Timeline

  • Refund Options: Original payment method (bKash/Nagad/Card/Bank) or Dokanwala store credit.

  • Timeline: 3–7 business days after QC approval (bank/card may take longer due to gateway processing).

  • COD Orders: Refund via mobile wallet or bank transfer only.

7) Exchange Policy

  • Size/color exchanges allowed for fashion items if stock is available.

  • If not available, customer may choose refund or store credit.

  • One‑time exchange allowed per order.

8) Costs & Fees

  • Return shipping (defect/damage/wrong item): Covered by Dokanwala.

  • Return shipping (customer preference/size exchange): Customer bears the courier charge.

  • COD fees, gift wrap charges: Non‑refundable.

9) Special Cases

  • Flash Sale/Discounted Items: Refunds in store credit only (unless defective).

  • Warranty Items: After initial 48‑hour return window, warranty service terms apply.

  • High‑Value Orders: Refunds may require NID verification for fraud prevention.

10) Contact Channels

11) Policy Updates

We may revise return/refund rules due to courier policies, product categories, or regulatory needs. The updated version will always be posted on our website.

Quick FAQ

Q1. Can I return an item because I don’t like it?
Not usually, unless it’s eligible fashion product with all tags intact.

Q2. How do I get a refund for a COD order?
Refund will be sent to your bKash/Nagad/Bank account within 3–7 business days after approval.

Q3. Do I have to pay courier charges for return?
No, if the product was wrong, defective, or damaged. Yes, if exchange/size issue from customer side.

Q4. Can I exchange a discounted item?
Yes, if stock is available; if not, refund will be in store credit.