Returns & Exchange

Sellers and buyers using Dukan platform shall agree to abide by the following terms and conditions applicable on orders and payments.

Delivery of goods

1. Store shall dispatch all goods available in stock within three (3) business days of accepting the order

2. If an item is out of stock, store shall contact the buyer to discuss whether order shall be amended or fulfilled upon availability of the stock

3. In case of a pre-paid order for an out-of-stock item, store shall refund the amount upon buyer’s request

4. Store is responsible to take reasonably expected measure to ensure safe transit and shipment which includes packaging and placing accurate shipping labels

5. Store shall not be responsible for delays in shipment due to force majeure/Acts of God (e.g. inclement weather, natural disasters, riots and strikes etc.)

6. Orders shall be delivered to the buyers in sealed packaging. Buyers should refuse to accept the delivery if packaging is open, torn or otherwise damaged

7. For Cash-on-Delivery orders, item shall only be handed over to the buyer once the cash payment has been made to the delivery person

8. If buyer refuses to accept the delivery, they shall be responsible for both delivery and return charges of the shipment

9. Store may engage the services of a third-party logistics provider to fulfill the order in good faith. However, the responsibility to fulfill the order shall rest with the store.

Return of goods

1. If your product is damaged, defective, incorrect or incomplete at the time of delivery, please contact the store within two (2) days of the date of delivery

2. For issues after usage or after the return policy period, please check if the product is covered under seller warranty or brand warranty

3. Change of mind is not an acceptable reason to return the goods

4. The product must be unused, unworn, unwashed and without any flaws. Fashion products can be tried on to see if they fit and will still be considered unworn. If a product is returned to us in an inadequate condition, we reserve the right to send it back to you

5. Inner wear and intimate apparel cannot be returned once tried on

6. The product must include the original tags, user manual, warranty cards, freebies and accessories

7. The product must be returned in the original and undamaged manufacturer packaging / box. If the product was delivered in a second layer of store packaging, it must be returned in the same condition. Do not put tape or stickers on the manufacturers box

8. Requests for return of goods shall be made in writing and will only be entertained

Cancellation of orders

1. For non-food items buyers may cancel their orders before the product has been dispatched. Orders for food items may be cancelled before the store has accepted the order. Once an order has been dispatched (or, in case of food items, order has been accepted) an order cannot be cancelled

Refunds

1. If you paid for your order online via credit card, debit card, bank account or mobile wallet please notify support@dukan.pk to request a refund. Refund requests are entertained for undelivered orders, damaged/faulty products or items not matching the product description shared by the store at the time of order

2. Refunds will be made in the accordance with the standard operating procedure of the payment gateway provider

3. For refunds of Cash-on-Delivery orders, the buyer may contact the store to discuss and decide the appropriate medium of refund

4. Payment disputes and chargebacks shall be resolved in accordance with the guidelines of the payment gateway provider