# Returns & Refunds Policy
Last updated: September 25, 2026
Return Eligibility
How to Return
Refund Method & Timing
Non-Returnable Items
** Return Eligibility
- 7 days from delivery for items that arrive damaged, defective, or materially different from the listing.
- Before dispatch: any unshipped order can be cancelled from My Orders for a full refund — no questions asked.
- Custom or personalised items can only be returned if they arrive faulty or not as described (they are made just for you).
** How to Return an Item
- Step 1: Open My Orders → select the order → Request Refund.
- Step 2: Choose a reason and describe the issue. Add photos for damaged/defective items — claims with photos resolve much faster.
- Step 3: The seller reviews first. If unresolved, the Dushly admin team makes the final decision using the timeline and evidence.
- Step 4: Approved refunds are processed immediately after the decision.
** Refund Method & Timing
- All refunds are credited to your Dushly Wallet instantly upon approval — usable on any shop across the marketplace.
- Online payments (Cashfree / Razorpay): full refund of the amount paid.
- Cancelled orders: money returns to the wallet within 3 business days of cancellation.
- The seller's earnings for refunded items are reversed automatically — buyers never have to chase sellers for money.
** Non-Returnable Situations
- Change of mind after the item has been delivered and used.
- Items damaged through misuse after delivery.
- Claims filed more than 7 days after delivery (sellers may still choose to help).
- Incorrect address supplied by the buyer — we will always try to recover the parcel, but re-delivery costs may apply.
Disputes: if you disagree with a decision, reply to the refund email or write to support@dushly.com with your order number — an independent review is performed on every escalated dispute.
