سياسة الاسترجاع

DOKANY RETURN AND REFUND POLICY

We want customers to shop with confidence. Returns, replacements and refunds are handled in accordance with this policy and applicable consumer protection requirements in the United Arab Emirates.

RETURN PERIOD

Eligible products may be returned within 14 calendar days from the date of delivery.

To qualify for a change-of-mind return, the product must be unused, unassembled and returned in its original condition with all packaging, accessories, manuals, labels and complimentary items included.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order immediately after delivery.

If a product arrives damaged, defective, incomplete or different from the confirmed order, contact DOKANY as soon as possible and provide:

• Your order number
• A description of the issue
• Clear photographs or videos of the product
• Photographs of the original packaging and delivery label

Where the issue is confirmed, DOKANY will provide an appropriate solution, which may include repair, replacement, exchange or refund, in accordance with the product’s condition and applicable UAE law.

This policy does not limit any mandatory rights available to consumers under UAE law.

CHANGE-OF-MIND RETURNS

Change-of-mind returns may be accepted within 14 calendar days if the product:

• Has not been used or assembled
• Is in resalable condition
• Is returned with its complete original packaging
• Includes all accessories, manuals, labels and complimentary items
• Shows no damage, stains, scratches, odours or signs of use

The customer is responsible for return delivery charges for an approved change-of-mind return.

NON-RETURNABLE ITEMS

Unless defective or otherwise required by applicable law, returns may not be accepted for:

• Products that have been used, assembled, installed or altered
• Products damaged after delivery due to misuse or improper handling
• Products returned without essential packaging, accessories or parts
• Personal-care, hygiene-sensitive or opened consumable products
• Customised, personalised or specially ordered products
• Clearance or final-sale products clearly marked as non-returnable
• Digital products, gift cards or downloadable items
• Electronics with removed seals, activated accounts or stored personal data

ORDER CANCELLATIONS

Customers may request cancellation before the order is dispatched.

Once an order has been dispatched, it may no longer be cancelled and may need to be handled as a return after delivery.

Same-day express orders may enter processing immediately, so cancellation cannot be guaranteed after confirmation.

RETURN APPROVAL

Do not send a product back before receiving return instructions from DOKANY.

Unauthorised returns or items sent to an incorrect address may be rejected or delayed.

After receiving the return request, we will review the information and provide collection or return instructions where the request is eligible.

RETURN INSPECTION

Returned products will be inspected after receipt.

If the product does not meet the return conditions, DOKANY may reject the return or deduct a reasonable amount for missing parts, damage, use or reduced value where permitted by applicable law.

REFUNDS

Approved refunds will be issued after the returned product has been received and inspected.

Card and online-payment refunds will normally be returned to the original payment method. Processing times depend on the bank or payment provider and may take approximately 5–10 business days after approval.

Cash on Delivery refunds may be issued by bank transfer or another agreed method. The customer may be asked to provide accurate bank details.

Original delivery and express delivery charges are non-refundable for change-of-mind returns. Where the return results from a confirmed DOKANY error, defective product or delivery damage, the appropriate delivery charges will be covered or refunded by DOKANY.

EXCHANGES

Eligible products may be exchanged subject to stock availability.

If the replacement product has a different price, the customer must pay the difference or will receive the applicable partial refund.

WARRANTY

Any applicable manufacturer or product warranty will be stated on the product page, packaging or warranty document.

Warranty coverage does not apply to misuse, accidental damage, unauthorised repair, normal wear and tear or failure to follow the product instructions, unless otherwise required by applicable law.

CONTACT US

To request a return, exchange or refund, please contact:

DOKANY
Email: mohamedmostaafa382@gmail.com
United Arab Emirates