Return, Exchange & Refund Policy
At Doreme, we want you to love what you ordered. If something isn't right, you may return or exchange eligible items within 7 days of delivery, as per the terms below. Please read this policy carefully before placing your order, as your purchase is subject to these terms.
1. Return & Exchange Window
- Returns and exchanges can be raised within 7 days from the date of delivery for all Doreme products, excluding accessories.
- The return/exchange option becomes active in your account within 24 hours of delivery.
- Accessories are not eligible for return or exchange.
2. How to Raise a Request
- Sign in to your Doreme account using your registered email ID or phone number.
- Go to "Orders and Returns" in your customer profile.
- Select the order and choose "Return" or "Exchange".
- A pick-up request will be raised, and confirmation will be sent to your registered email/phone.
- Track your request status anytime under "Orders and Returns".
Our delivery executives will pick up the item within 4–7 business days of the request. If the item is not handed over within 7 business days of raising the request, the request will stand cancelled.
3. Condition of Returned Items
- Items must be unused, unwashed, and undamaged, with all original tags, labels, and packaging intact.
- If your order included a free gift or promotional item, it must be returned along with the main product.
- Items that fail our warehouse quality check will not be eligible for a refund or exchange. In such cases, we will notify you by email/SMS with the reason for rejection and ask whether you would like the item shipped back to you. If you confirm within 7 days of the notification, the item will be shipped back to your registered address, and re-shipping charges of ₹150 will apply (payable online / adjustable against your Doreme Wallet). If we do not receive your confirmation within 7 days, the item will be treated as unclaimed and disposed of, and no refund, credit, or compensation will be payable for it.
4. Refunds — How You Will Be Refunded
A. Regular Returns (change of mind, didn't like the fit/style, etc.)
- Refunds for regular returns are issued as Doreme Wallet credit equal to the paid price of the product (including taxes, net of any discounts).
- This applies to both Prepaid and Cash on Delivery (COD) orders.
- Doreme Wallet credit is valid for 12 months from your last wallet transaction; every credit, debit, or adjustment renews this validity, and it can be used any time on any future purchase on the Doreme website.
- Wallet credit is non-transferable and cannot be withdrawn or exchanged for cash.
- Shipping charges are non-refundable for regular returns.
B. Non-Regular (Defective, Damaged, or Incorrect Products)
If the product you received:
- has a manufacturing defect,
- was damaged in transit or delivered in a tampered package,
- is the wrong item, wrong size, or wrong colour compared to what you ordered, or
- is materially different from its description on our website,
then you may choose to receive your refund either as:
- Doreme Wallet credit, or
- a refund to your original payment source (for prepaid orders) or your bank account (for COD orders).
In such cases, the full amount paid, including shipping charges, will be refunded. We may request images of the product/package to verify the issue.
C. Refund Timelines
- Refunds are initiated after the returned item is picked up and passes our quality check.
- Doreme Wallet credit: reflected within 24–48 hours of quality check approval.
- Source/bank refunds: processed within 5–7 business days of quality check approval; your bank may take additional time to reflect the amount.
- Track refund status ("Refund Processing" → "Refunded") under "Orders and Returns".
5. Exchanges
- Only size exchanges are permitted: the same product in a different available size. A product cannot be exchanged for a different product, colour, or style.
- Size-mismatch and defective-piece exchanges will be done without any shipping charges.
- Exchanges are subject to stock availability. Returns and exchanges are both subject to serviceability of your pin code, as reverse pick-up is available only in select pin codes.
- If your pin code is not serviceable for reverse pick-up (such non-serviceability may be temporary or prolonged, and resolution timelines may vary depending on operational feasibility), please contact our customer care team (details given below). In such cases, you may be required to self-ship the product to the address communicated by DOREME. Self-shipping charges up to ₹150 will be reimbursed against valid proof of shipment, and any additional concession may be provided by DOREME on a case-to-case basis, at its sole discretion. We recommend using reliable courier options such as India Post or other suitable courier services.
- Accessories cannot be exchanged.
6. Cancellations
- Orders may be cancelled through the DOREME website within 1 hour of placement, provided the order has not yet been packed or dispatched. Once an order has been packed or dispatched, cancellation shall no longer be permitted.
- Prepaid orders cancelled within the permitted cancellation window: full refund to your original payment source.
- COD orders cancelled within the permitted cancellation window: no refund is applicable as no payment has been made.
- Orders cannot be cancelled once packed or dispatched; you may instead use the return process after delivery, subject to this policy.
7. Promotional Offers
This policy does not apply to special offers and promotional schemes, which carry their own terms and conditions published with each scheme. Please contact customer care for clarification.
8. Customer Care & Grievance Redressal
For any questions or concerns regarding your return, exchange, or refund:
- Email: info@doreme.in
- Phone: +91 8100074062
Grievance Officer (as per the Consumer Protection (E-Commerce)): Shruti Modi. Complaints will be acknowledged within 48 hours and resolved within 30 days of receipt.
9. General Terms
- All refunds are calculated on the actual amount paid (including taxes collected), after adjusting discounts, coupons, and wallet credit used.
- Doreme reserves the right to refuse a return/refund where misuse of this policy is identified (e.g., repeated returns of used items), subject to applicable law.
- This policy is governed by the laws of India. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.
At Doreme, we want you to love what you ordered. If something isn't right, you may return or exchange eligible items within 7 days of delivery, as per the terms below. Please read this policy carefully before placing your order, as your purchase is subject to these terms.
1. Return & Exchange Window
- Returns and exchanges can be raised within 7 days from the date of delivery for all Doreme products, excluding accessories.
- The return/exchange option becomes active in your account within 24 hours of delivery.
- Accessories are not eligible for return or exchange.
2. How to Raise a Request
- Sign in to your Doreme account using your registered email ID or phone number.
- Go to "Orders and Returns" in your customer profile.
- Select the order and choose "Return" or "Exchange".
- A pick-up request will be raised, and confirmation will be sent to your registered email/phone.
- Track your request status anytime under "Orders and Returns".
Our delivery executives will pick up the item within 4–7 business days of the request. If the item is not handed over within 7 business days of raising the request, the request will stand cancelled.
3. Condition of Returned Items
- Items must be unused, unwashed, and undamaged, with all original tags, labels, and packaging intact.
- If your order included a free gift or promotional item, it must be returned along with the main product.
- Items that fail our warehouse quality check will not be eligible for a refund or exchange. In such cases, we will notify you by email/SMS with the reason for rejection and ask whether you would like the item shipped back to you. If you confirm within 7 days of the notification, the item will be shipped back to your registered address, and re-shipping charges of ₹150 will apply (payable online / adjustable against your Doreme Wallet). If we do not receive your confirmation within 7 days, the item will be treated as unclaimed and disposed of, and no refund, credit, or compensation will be payable for it.
4. Refunds — How You Will Be Refunded
A. Regular Returns (change of mind, didn't like the fit/style, etc.)
- Refunds for regular returns are issued as Doreme Wallet credit equal to the paid price of the product (including taxes, net of any discounts).
- This applies to both Prepaid and Cash on Delivery (COD) orders.
- Doreme Wallet credit is valid for 12 months from your last wallet transaction; every credit, debit, or adjustment renews this validity, and it can be used any time on any future purchase on the Doreme website.
- Wallet credit is non-transferable and cannot be withdrawn or exchanged for cash.
- Shipping charges are non-refundable for regular returns.
B. Non-Regular (Defective, Damaged, or Incorrect Products)
If the product you received:
- has a manufacturing defect,
- was damaged in transit or delivered in a tampered package,
- is the wrong item, wrong size, or wrong colour compared to what you ordered, or
- is materially different from its description on our website,
then you may choose to receive your refund either as:
- Doreme Wallet credit, or
- a refund to your original payment source (for prepaid orders) or your bank account (for COD orders).
In such cases, the full amount paid, including shipping charges, will be refunded. We may request images of the product/package to verify the issue.
C. Refund Timelines
- Refunds are initiated after the returned item is picked up and passes our quality check.
- Doreme Wallet credit: reflected within 24–48 hours of quality check approval.
- Source/bank refunds: processed within 5–7 business days of quality check approval; your bank may take additional time to reflect the amount.
- Track refund status ("Refund Processing" → "Refunded") under "Orders and Returns".
5. Exchanges
- Only size exchanges are permitted: the same product in a different available size. A product cannot be exchanged for a different product, colour, or style.
- Size-mismatch and defective-piece exchanges will be done without any shipping charges.
- Exchanges are subject to stock availability. Returns and exchanges are both subject to serviceability of your pin code, as reverse pick-up is available only in select pin codes.
- If your pin code is not serviceable for reverse pick-up (such non-serviceability may be temporary or prolonged, and resolution timelines may vary depending on operational feasibility), please contact our customer care team (details given below). In such cases, you may be required to self-ship the product to the address communicated by DOREME. Self-shipping charges up to ₹150 will be reimbursed against valid proof of shipment, and any additional concession may be provided by DOREME on a case-to-case basis, at its sole discretion. We recommend using reliable courier options such as India Post or other suitable courier services.
- Accessories cannot be exchanged.
6. Cancellations
- Orders may be cancelled through the DOREME website within 1 hour of placement, provided the order has not yet been packed or dispatched. Once an order has been packed or dispatched, cancellation shall no longer be permitted.
- Prepaid orders cancelled within the permitted cancellation window: full refund to your original payment source.
- COD orders cancelled within the permitted cancellation window: no refund is applicable as no payment has been made.
- Orders cannot be cancelled once packed or dispatched; you may instead use the return process after delivery, subject to this policy.
7. Promotional Offers
This policy does not apply to special offers and promotional schemes, which carry their own terms and conditions published with each scheme. Please contact customer care for clarification.
8. Customer Care & Grievance Redressal
For any questions or concerns regarding your return, exchange, or refund:
- Email: info@doreme.in
- Phone: +91 8100074062
Grievance Officer (as per the Consumer Protection (E-Commerce)): Shruti Modi. Complaints will be acknowledged within 48 hours and resolved within 30 days of receipt.
9. General Terms
- All refunds are calculated on the actual amount paid (including taxes collected), after adjusting discounts, coupons, and wallet credit used.
- Doreme reserves the right to refuse a return/refund where misuse of this policy is identified (e.g., repeated returns of used items), subject to applicable law.
- This policy is governed by the laws of India. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.