At Dorabi, we follow a structured exchange and return process to ensure fairness, product quality, and smooth order handling. Please read this policy carefully before placing your order.

This policy applies only to orders shipped within India.

For orders shipped to the United States or Canada, please refer to Dorabi’s separate international Exchange & Return Policy.

1. Policy Scope

This policy covers:

• Order changes

• Order cancellations

• Returns

• Exchanges

• Store credits issued as gift cards

• Defective, damaged, wrong, or missing item claims

• COD-related return and cancellation cases

Dorabi does not provide refunds for standard India returns or exchanges. Eligible return value is issued as store credit in the form of a gift card, except in specific cancellation or Dorabi-side cancellation cases described in this policy.

2. Order Changes and Cancellations

Customers may request to modify or cancel an order within 24 hours of order confirmation.

After the 24-hour cancellation window, cancellations are not allowed.

Once an order has been dispatched, cancellation is not possible.

If a customer cancels within the valid 24-hour cancellation window, eligible product charges and shipping charges, if any, will be refunded.

There is no penalty for cancelling a COD order before dispatch within the valid cancellation window.

If Dorabi cancels an order due to stock, quality, address, verification, COD abuse, fulfillment issues, or any other issue from Dorabi’s side, the customer will receive a full refund to the original payment method, where applicable.

3. Return and Exchange Window

Eligible return or exchange requests must be raised within 7 days of the actual delivery date.

Size exchanges must also be requested within the same 7-day window.

Requests submitted after the 7-day window may not be accepted.

Requesting a return or exchange does not guarantee approval. All requests are subject to Dorabi’s review, approval, and inspection process.

4. Eligible Items

The following items may be eligible for return or exchange, subject to this policy:

• Non-customized clothing

• Discounted items, unless marked otherwise

• Sale items for exchange or replacement only, unless specifically stated otherwise

The following items are not eligible for return, exchange, store credit, or refund:

• Clearance items

• Custom orders

• Accessories

• Gift cards

• Final sale items

• Items marked non-returnable or non-exchangeable on the product page or checkout

Final sale items will be clearly marked on the product page or at checkout where applicable.

Gift cards are non-refundable.

Items purchased using gift cards may be eligible for exchange where applicable, but are not eligible for return, refund, or further store credit.

5. Return Condition Requirements

Returned items must meet the following conditions:

• Unworn

• Unwashed

• Unused

• Unaltered

• Tags intact, where originally attached

• Free from perfume, stains, makeup, pet hair, damage, or signs of use

Original packaging is preferred but not mandatory. However, the item must be packed securely for return pickup or return shipping.

Dorabi reserves the right to reject any return or exchange if the item is not in acceptable or resalable condition.

Inspection is mandatory before final approval of store credit, exchange, replacement, or any other resolution.

Dorabi’s decision after inspection will be final.

6. Return Rejection After Inspection

If Dorabi rejects a returned item after inspection:

• Store credit may be denied

• Any exchange request may be cancelled

• The product may be shipped back to the customer

• The customer may be required to pay the re-shipping cost

Returns may be rejected if the item is used, washed, worn, altered, damaged, missing tags, submitted late, sent without approval, or does not match the required return conditions.

7. Return Pickup in India

Dorabi will arrange return pickup for eligible India returns and exchanges where courier pickup is serviceable.

Return pickup is available only from the original delivery address used for the order.

Pickup from a different address is not available.

If pickup from the original delivery address is not serviceable, the customer may be asked to ship the item themselves as per Dorabi’s instructions.

Dorabi will not reimburse customer-arranged return shipping for India orders unless specifically approved in writing.

Customers should not send any item back without prior approval from Dorabi.

8. Return Pickup Attempts

Return pickup attempts are subject to courier availability and serviceability.

Generally, the courier may attempt pickup 2–3 times.

If return pickup fails because the customer is unavailable, unreachable, or does not hand over the item, Dorabi may cancel the return or exchange request.

9. Return Shipping Responsibility

For approved India returns and exchanges, Dorabi will pay return shipping where Dorabi’s courier pickup is serviceable.

This applies to:

• Normal size exchanges

• Change-of-mind returns eligible for store credit

• Defective item claims

• Wrong item claims

• Missing or incomplete item cases

If the return is lost after being collected by Dorabi’s assigned courier partner, the issue will be reviewed with the courier partner.

If a customer sends an item through their own courier without Dorabi’s approval and the item is lost, delayed, damaged, or untraceable, the customer will be responsible.

10. Store Credit / Gift Card Policy

All store credits are issued as gift cards.

For eligible change-of-mind returns, Dorabi provides store credit only. No refund to the original payment method is provided for standard change-of-mind returns.

Store credit is issued for the eligible product value, subject to inspection and approval.

Store credit is valid for 12 months from the date of issuance.

Store credit / gift card value cannot be transferred, exchanged for cash, or redeemed outside Dorabi.

If a discount code was used, store credit will be calculated based on the amount actually paid by the customer.

11. Exchanges

Each product is eligible for only one exchange.

Exchanges may be requested for:

• Size change

• Color change

• Different product

• Same product replacement

Exchanges are subject to inventory availability.

If the requested size, color, or product is unavailable, Dorabi may offer:

• Store credit as a gift card

• An alternative product

• Another resolution approved by Dorabi

Refunds are not provided for unavailable exchange options in standard India exchange cases.

If the new item costs more than the original item, the customer must pay the price difference.

If the new item costs less, the balance will not be refunded in cash, coupon, store credit or to the original payment method.

Exchange orders will be dispatched only after the original item is picked up, received, and inspected by Dorabi.

Dorabi may cancel the exchange if the returned item fails inspection.

12. Change-of-Mind Returns

Change-of-mind returns are allowed only for eligible items and within the 7-day return window.

Approved change-of-mind returns are resolved through store credit issued as a gift card.

No refund to the original payment method is provided for change-of-mind returns.

13. Custom Orders in India

Custom orders are available in India.

Custom orders are final sale and are not eligible for:

• Return

• Exchange

• Refund

• Store credit

• Alteration, unless specifically approved by Dorabi

If a custom order has a fit issue due to customer-provided measurements, Dorabi will not accept return, exchange, refund, alteration, or store credit requests.

If a custom order has a confirmed fit issue due to Dorabi’s production error, Dorabi may offer alteration support after review.

For custom fit issue claims, the following proof is mandatory:

• Order ID

• Photos

• Measurement video

• Original submitted measurements

14. Damaged Package or Product

If the package appears visibly damaged, opened, or tampered with at the time of delivery, the customer should refuse delivery.

If the customer accepts a visibly damaged package, the damaged package claim may not be accepted.

Damaged package or product claims must be raised within 48 hours of delivery.

The following proof is mandatory:

• Order ID

• Package photos

• Product photos

• Unboxing video

• Delivery proof, if requested

Claims submitted without mandatory proof may be rejected.

15. Wrong, Missing, or Incomplete Items

Wrong, missing, or incomplete item claims must be raised within 48 hours of delivery.

Video proof is mandatory.

Required proof includes:

• Order ID

• Clear video proof

• Photos, if requested by Dorabi

For confirmed wrong, missing, or incomplete item cases, Dorabi may offer:

• Replacement

• Exchange

• Store credit as a gift card

• Case-by-case resolution

Refunds are not the standard resolution for India wrong, missing, or incomplete item cases.

16. Defective Items

Defective item claims must be raised within 48 hours of delivery.

For confirmed defective item cases, Dorabi may offer:

• Replacement

• Exchange

• Store credit as a gift card

• Alteration or repair support if the product is wearable or repairable

• Case-by-case resolution

Dorabi will absorb return shipping and re-shipping costs where the issue is confirmed to be Dorabi’s error.

17. COD Orders

COD orders are eligible for return or exchange where the item qualifies under this policy.

For COD returns, eligible value may be issued as:

• Store credit

• Gift card

COD refunds to bank account or UPI are not standard and may be requested only where Dorabi specifically approves a monetary refund, such as valid cancellation or Dorabi-side cancellation.

If Dorabi requests bank or UPI details for an approved COD refund, the customer must provide accurate details through Dorabi’s approved support channel.

If a COD customer refuses delivery, Dorabi may restrict future COD eligibility.

If a COD order becomes RTO due to customer fault, future orders from the customer may be accepted only as prepaid orders.

COD fees, if charged, are non-refundable after dispatch.

18. Non-Refundable Charges

Shipping charges are non-refundable after dispatch.

COD fees are non-refundable after dispatch.

If an order becomes RTO due to customer fault, Dorabi may deduct applicable charges, including:

• Original shipping cost

• RTO courier cost

• COD fee, if any

• Packaging or handling charges

• Other applicable costs

If Dorabi made an error, Dorabi will absorb approved return shipping and re-shipping costs.

If a customer cancels within the valid 24-hour cancellation window, all eligible paid charges will be refunded.

19. Refund, Store Credit, and Gift Card Processing Timelines

For approved returns, store credit issued as a gift card will be processed within 7 business days after Dorabi receives and inspects the returned item.

If a refund to the original payment method is approved in an eligible cancellation or Dorabi-side cancellation case, Dorabi will process the refund within 10 business days.

Banks, UPI apps, wallets, and payment gateways may take additional time to reflect the refund.

For exceptional COD monetary refunds approved by Dorabi through UPI or bank transfer, processing may take up to 30 days after required details are received and verified.

20. Unauthorized or Unidentified Returns

Customers must not send returns without Dorabi’s prior approval.

If Dorabi receives an unauthorized or unidentified return:

• Dorabi may return it to the sender

• Refund, exchange, or store credit may be rejected

• Processing may be delayed or denied

Unauthorized returns are not eligible for return pickup support or claim protection.

21. Customer-Fault Cases

Return, exchange, replacement, or store credit may be denied or reduced if the issue is caused by:

• Wrong size ordered by the customer

• Incorrect address

• Customer unavailable for pickup or delivery

• Refused delivery

• Item used, washed, worn, or altered

• Missing tags

• Damaged return packaging

• No required proof submitted

• Late claim

• Unauthorized return

• Misuse of return, exchange, COD, or claim process

Dorabi may deduct all applicable costs in customer-fault cases.

Misuse of returns, exchanges, COD, delivery claims, or support claims may lead to order restrictions, COD restrictions, account restrictions, or refusal of future orders.

22. Official Support Channels

Customers may raise return or exchange issues through:

Email: support@shopdorabi.com
WhatsApp: +91 92679 94674
Return Portal: https://shopdorabi.com/apps/return_prime
Instagram: @shopdorabi

Official refund, store credit, return, or exchange processing may require completion through email or the return portal, even if the issue was first raised on WhatsApp or Instagram.

Customers must include their order number in every request.

Dorabi’s support team is available Monday to Saturday, 9:00 AM to 6:00 PM IST.

Expected first response time: same business day, where possible.

23. Return Portal Requirements

India customers may use Dorabi’s return portal:

https://shopdorabi.com/apps/return_prime

The return portal may collect:

• Order ID

• Registered phone number

• Email address

• Pickup address

• Photos or videos

• Reason for return or exchange

• Bank or UPI details, only if required for an approved COD refund

• Preferred pickup date or time, where available

Return pickup address will be locked to the original delivery address.

Pickup from a different address is not available.