Introduction
At Dhalay International, customer satisfaction is our top priority. We take pride in the quality of our products and strive to ensure a smooth shopping experience. If you are not fully satisfied with your purchase, our return and refund policy outlines the terms, conditions, and process for returns and refunds. Please read it carefully before initiating a return.
Return Eligibility
To qualify for a return, all of the following conditions must be met:
- Items must be returned within 30 days of the delivery date.
- Items must be unused, unworn, unwashed, and in the same condition as received.
- Items must be returned in their original packaging with all tags intact.
- A valid receipt, order number, or proof of purchase must be provided.
We regret that we cannot accept returns for items that show signs of wear, washing, alteration, or damage resulting from misuse or improper handling.
Non-Returnable Items
The following items are not eligible for return or exchange:
- Items marked as final sale
- Customized or personalized items
- Sale or discounted items and gift cards
- Intimate, sanitary, or perishable goods
- Items that have been worn, washed, or altered
Return Process
If your item meets the return eligibility requirements, please follow the steps below:
- Contact Customer Support: Email us at info@dhalayinternational.com with your order number and the reason for the return.
- Return Authorization: Once your request is approved, you will receive return authorization along with detailed shipping instructions.
- Ship the Item: Carefully package the item and return it using a trackable shipping method. We strongly recommend purchasing shipping insurance, as we cannot be held responsible for lost or damaged return shipments.
Refunds
After we receive and inspect your returned item, you will be notified regarding the approval or rejection of your refund.
- Approved refunds will be issued to the original payment method used at checkout.
- Original shipping charges are non-refundable.
- Refund processing may take 5–10 business days, depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund within the expected timeframe, please take the following steps:
- Recheck your bank account or payment method.
- Contact your credit card company, as processing times may vary.
- Contact your bank, as additional processing delays may occur.
- If you have completed all the above steps and still have not received your refund, please contact us at info@dhalayinternational.com.
Exchanges
Exchanges are only offered for items that are defective or damaged upon arrival. If you require an exchange for the same item, please contact us with your order details for assistance.
Shipping Costs
- Customers are responsible for all return shipping costs.
- Shipping charges are non-refundable.
- If a refund is approved, return shipping costs may be deducted from the total refund amount.
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately upon delivery at info@dhalayinternational.com or call us at +92 324 967 3478.
Please include the following information to help us resolve the issue efficiently:
- Your order number or proof of purchase
- A detailed description of the issue
- Clear photos or videos showing the item and packaging
Once verified, our team will review your claim and determine the appropriate resolution, which may include a replacement, full refund, or another suitable solution at no additional cost.
Please note that all claims for damaged or incorrect items must be reported within 48 hours of delivery to remain eligible.
Contact Us
If you have any questions or require further assistance regarding our return and refund policy, our customer support team is here to help.
Please contact us via email at info@dhalayinternational.com, and we will respond as promptly as possible during business hours.
Thank you for choosing Dhalay International. We sincerely appreciate your trust and support.
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