At DULAA, we create every outfit with care and attention to detail. If you are not fully satisfied with your purchase, please review our Return & Refund Policy below.
1. Eligibility for Returns
We accept returns only in the following cases:
- Damaged product
- Defective product
- Wrong item received
To be eligible:
- You must contact us within 48 hours of delivery.
- You must share clear photos/videos of the issue for verification.
- The product must be unused, unwashed, unaltered, and in its original packaging.
2. Non-Returnable Items
The following items cannot be returned unless there is a genuine issue from our side:
- Custom-stitched / Made-to-order outfits
- Maternity gowns made on order
- Mom-baby matching sets
- Items that have been used, washed, or damaged after delivery
- Items returned without prior approval
We request you to double-check your measurements before placing orders for custom-stitched items.
3. Return Process
To request a return, please contact us within 48 hours of receiving your order:
📱 WhatsApp: [9003591123]
Kindly include:
- Your Order Number
- Photos/videos clearly showing the issue
- A short description of the problem
Once approved, we will provide return instructions.
4. Return Pickup & Shipping
- In most cases, we arrange a reverse pickup through our courier partners.
- If reverse pickup is not available for your PIN code, you may be asked to self-ship the item to our address.
- Shipping charges for self-shipping (if applicable) may be reimbursed (based on actual courier receipt).
5. Refund Process
After we receive and inspect your returned item:
- You will be notified about approval or rejection of your refund.
- If approved, your refund will be processed within 5–7 working days.
- Refunds are issued to your original payment method or UPI, as per your preference.
- COD orders may be refunded to your bank account/UPI.
6. Exchange Policy
Exchanges are available only if the product received is damaged or incorrect.
We do not offer:
- Size exchanges for custom-stitched items
- Style or colour exchange requests
- Exchanges for used/washed items
7. Order Cancellation
- Orders can be cancelled within 12 hours of purchase if they have not entered processing.
- Custom-stitched or made-to-order items cannot be cancelled once processing has started.
- Refund for cancelled orders will be initiated within 5–7 working days.
8. Damaged or Tampered Delivery Package
If you receive a package that is visibly damaged or tampered with:
- Kindly record a video while opening the package.
- Report the issue to us within 48 hours with photos/videos.
This helps us raise claims with the courier partner.
9. Contact Us
If you have questions about returns, exchanges, or refunds, we’re here to help:
📱 WhatsApp: [9003591123]
