# Buyer Protection Policy
Last updated: September 25, 2026 • Applies to all purchases on Dushly
What's Covered
Dushly Guarantee
Authentic Handmade Promise
Filing a Claim
** What's Covered
Every purchase made through Dushly is protected from the moment you pay to the moment your parcel is delivered. You are covered when:
- Your item never arrives, or arrives damaged or materially different from the listing photos and description.
- The item was never sent by the seller, or was sent to the wrong address due to a listing error.
- Your order was cancelled after payment but the money has not returned to your Dushly wallet within 3 business days.
** The Dushly Guarantee
- Money never sits with strangers. Payments are processed through our verified payment partners (Cashfree / Razorpay). If something goes wrong before the seller has completed their side, we step in directly.
- Verified sellers only. Every shop completes identity verification (KYC) before they can receive payouts.
- Full transparency. Order status, shipment tracking, and refunds are visible in your account at any time — Track Orders.
** Authentic Handmade Promise
Dushly is a marketplace for original, handmade, and independent craft. To keep the marketplace clean and trustworthy, these listings are strictly prohibited:
- Counterfeit goods — any item bearing a brand name, logo, or trademark that the seller is not authorised to use.
- Mass-produced factory items passed off as handmade.
- Reselling branded merchandise without proof of authorised distribution.
Report a suspicious listing: if a product looks fake, misbranded, or copied, use the "Contact" button on the shop page or email support@dushly.com with the product link. We review every report within 48 hours and remove violating listings without notice to the seller.
** Filing a Claim
- Step 1: Open My Orders and select the order.
- Step 2: Use Request Refund on the order (available while the order is not yet shipped; for damaged items, within 7 days of delivery).
- Step 3: Describe the issue and add photos if relevant. The seller and our admin team both see the request.
- Step 4: Approved refunds are credited to your Dushly Wallet instantly — no waiting on bank transfers.
Claims must be filed within 7 days of delivery. After 7 days, the sale is considered final, though sellers may still offer goodwill refunds.
