Refund policy
Return & Refund Policy
Every Dori Dot Collection piece is carefully handcrafted and inspected before dispatch. As our products are handmade, we follow an Exchange-First Policy to ensure every customer receives the correct product in excellent condition.
Policy at a Glance
| Situation | Resolution |
|---|---|
| Damaged product received | Free replacement (or refund if replacement is unavailable) |
| Wrong product received | Free replacement |
| Wrong size selected by customer | Not eligible for return or exchange |
| Custom-made products | No return, exchange, or cancellation |
| Sale or discounted items | Non-refundable; exchange only if damaged during transit |
| Time to report an issue | Within 48 hours of delivery |
How to Request an Exchange
Step 1 – Record an Unboxing Video
Please record a clear video while opening your parcel.
An unboxing video is mandatory for any claim related to damaged, incorrect, missing, or defective products.
Claims submitted without an unboxing video cannot be processed.
Step 2 – Contact Us
Within 48 hours of receiving your order, contact us through WhatsApp or Email and provide:
- Order Number
- Unboxing Video
- Clear Photos of the Product
- Brief Description of the Issue
Step 3 – Review
Our team will review your request and respond within 1–2 business days.
Step 4 – Return the Product
If your request is approved, the product must be returned:
- Unused
- In its original packaging
- With all accessories (if included)
Products that show signs of use or damage after delivery may not qualify for an exchange.
Step 5 – Replacement
Once the returned product passes our quality inspection, your replacement will be dispatched within 2–5 business days.
Items Not Eligible for Return or Exchange
Returns or exchanges are not accepted in the following situations:
- Wrong size selected by the customer.
- Change of mind after placing the order.
- Customer does not like the color or design after delivery.
- Minor variations in handmade products.
- Damage caused by water, perfume, chemicals, heat, or improper handling.
- Used or altered products.
Order Cancellation
Orders can only be cancelled before they are dispatched.
Once an order has been shipped, cancellation is no longer possible.
Custom-made orders cannot be cancelled after production has started.
Refund Policy
Refunds are only issued if:
- Your order is cancelled before dispatch.
- A damaged or incorrect product cannot be replaced.
Approved refunds are processed within 5–7 business days using the original payment method or another mutually agreed method.
Need Assistance?
If you have any questions about returns, exchanges, or refunds, our customer support team is here to help.
WhatsApp: +92 333 462 2665
Email: doridotcollection@gmail.com