Returns, exchanges & refunds

01Who this policy applies to

This Returns, Exchange & Refund Policy applies to all orders placed on DOZA.in and delivered within India. It forms part of our Terms of Service. By placing an order, you confirm that you have read and agree to it.

Our aim is simple: if something isn’t right, we want to make it right — fairly and quickly — while keeping the process honest for every customer.

02How a request works

03The 7-day request window

• You have 7 days from the date of delivery (as shown in the courier tracking) to request an exchange, return or refund.
• Requests must be raised on our official WhatsApp +91 97128 01997 or by email at support@doza.in, with your order number.
• Requests received after the 7-day window cannot be accepted.

04360° unboxing video — mandatory

To keep the process fair for everyone, a clear, continuous 360° unboxing video is required for every return, exchange and damage claim. Your video should:

• Show the sealed parcel from all sides, including the shipping label, so it is clear the package has not been tampered with.
• Be recorded in one continuous take, without cuts, pauses or edits, from the sealed parcel to the opened product.
• Show every item and piece in the parcel clearly, including any defect, damage or mismatch you are reporting.
• If the parcel looks damaged on arrival, start recording before you accept it from the courier.

05Eligibility & condition of items

To be accepted, returned or exchanged items must be:

• Unused, unwashed and unaltered, apart from a brief trial for size and fit.
• Returned with all original tags, labels and packaging intact.
• Complete — every piece of the set (for example top, bottom, jacket, belt or dupatta) must be returned together.
• For ready-to-wear co-ord sets: uncut, ready-to-wear and in its original fold.
• Free from perfume, deodorant, makeup, stains, odours or pet hair.

06What we cannot accept

• Requests without a valid 360° unboxing video, or raised after the 7-day window.
• Items that have been worn beyond a trial, washed, altered, stitched, cut or damaged after delivery.
• Items returned without tags, without original packaging, or with pieces of the set missing.
• Minor differences in colour, shade, print placement or texture that are natural to fabric and photography, as explained in our Fabric, Colour & Print Disclaimer.
• Products that were not purchased from DOZA.in.

07Size exchanges

• You can exchange an item for a different size of the same product, subject to stock availability.
• If the size you need is unavailable, we will issue DOZA store credit for the item instead.
• Please check the size chart on the product page and our Size Guide before ordering — it is the best way to get the right fit first time.

08How refunds are issued: store credit

• Approved returns are refunded as DOZA store credit, which you can use on your next purchase at DOZA.in.
• Store credit is issued for the amount you actually paid for the returned item(s), after any discount or offer (such as Buy 2 Get 1) applied to the order.

Refund to bank or UPI — repeated size exchange

If you have already exchanged an item for a different size and the new size still does not fit, you may request a refund to your bank account, GPay, PhonePe or other UPI ID instead of store credit.

09Damaged, defective or wrong items

• Damaged parcel: if the outer packaging looks damaged or tampered with, start recording before accepting it from the courier, then contact us immediately with the video.
• Defective or wrong item: message us right away with your unboxing video and clear photos of the item, its tags and the packaging.
• Once verified, we will arrange an exchange or issue store credit. Return shipping for verified damaged, defective or wrong items is on us.

10Sending your return

• Please do not send any parcel until your request has been approved. We will confirm pickup or share the warehouse address with you.
• Return pickup is subject to availability at your pin code. If pickup is not available, you will need to ship the parcel to our warehouse yourself.
• Return shipping costs are borne by the customer, unless the item was damaged, defective or wrong.
• Please use a trackable courier and share the tracking number with us. We are not responsible for return parcels lost in transit.

11Inspection & timelines

• Every return is inspected when it reaches our warehouse to confirm it meets the conditions in this policy.
• Once approved, store credit or your exchange is processed within 24–72 business hours.
• Refunds of any kind are processed only after the returned parcel has been received at our warehouse.
• For approved bank or UPI refunds, the time taken for the amount to reflect in your account depends on your bank or payment provider.

12Order cancellations

• You can cancel an order before it is shipped by messaging us on WhatsApp or email with your order number.
• Once an order has been shipped, it can no longer be cancelled. You may instead raise a request under this policy after delivery.
• Orders cannot be modified (for example size or quantity) after they are placed. You may cancel before dispatch and place a new order.
• For prepaid orders cancelled before dispatch, we will confirm the refund of the amount paid with you on WhatsApp or email.

13Fair use & your rights

We apply this policy consistently to every customer. Requests that do not meet the conditions above may be declined, and we may restrict cash on delivery or future orders where we see repeated misuse, such as wear-and-return or false damage claims.

This policy is intended to operate in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and nothing in it limits any right you have under applicable law. We encourage you to reach out to us first so that we can resolve any concern directly. Any dispute is subject to the jurisdiction of the courts at Surat, Gujarat.

14Contact & official channels

For any exchange, return or refund request, please contact us only through our two official channels: