Return & Refund

Where an eligible order issue cannot reasonably be resolved through replacement, or where refund is the appropriate remedy, Attar Dukan or the applicable seller may approve a refund.

Refund eligibility depends on the circumstances of the order, payment status, product condition, delivery status and applicable Return & Refund Policy.

Once an eligible refund is approved and all required verification is completed, the refund is generally initiated within 5–7 business days.

After initiation, the time taken for the amount to reflect in your account may vary depending on your bank, card issuer, UPI provider or payment service provider.

If you receive an eligible product that is damaged in transit, leaking, broken, materially incorrect or missing from the parcel, please contact Attar Dukan promptly.

For these types of claims, customers are strongly advised to preserve:

• The outer parcel and shipping label.
• Original product packaging.
• Photographs of the affected product.
• A continuous unboxing video where available.
• Order and delivery details.

Eligible claims will be reviewed in accordance with the applicable Return & Refund Policy.

If tracking, SMS, email or your order status shows Delivered but you have not received the parcel, report the issue as soon as possible.

We recommend raising the issue within 7 days of the recorded delivery confirmation so that the shipment can be investigated while delivery records are still readily available.

Attar Dukan may coordinate with the seller, courier or logistics partner to review delivery scans, proof of delivery and other available records.

Open-box delivery may be available only for selected products, locations, sellers or delivery partners.

Where this facility is specifically offered, customers should inspect the product in accordance with the applicable delivery process before confirming acceptance.

If an obvious wrong or physically damaged product is identified during an eligible open-box delivery, follow the delivery partner's available rejection/reporting process and contact Attar Dukan where needed.

For eligible prepaid orders, approved refunds are generally processed through the original or supported payment route after the required verification is completed.

Payment-provider or banking timelines may apply after refund initiation.

Where a COD order qualifies for a monetary refund, Attar Dukan may request suitable bank/payment details or provide another supported refund method.

Customers should provide such details only through authorised Attar Dukan channels.

Never share OTP, UPI PIN, ATM PIN or banking password for receiving a refund.

If an eligible prepaid order is successfully cancelled before fulfilment and payment has already been captured, the applicable refund will be initiated according to the refund process.

Orders that have already progressed into dispatch or delivery may not always remain eligible for cancellation.

Sometimes a bank or payment provider may show a debit even when Attar Dukan has not received a successful transaction confirmation.

Such transactions may be automatically reversed or reconciled according to the relevant bank/payment-provider process.

If the amount does not reverse within the applicable banking timeline, contact Attar Dukan support with the transaction reference and order details.

Attar Dukan may sell products directly and may also facilitate products offered by participating sellers.

For seller orders, Attar Dukan may coordinate with the applicable seller, fulfilment provider and logistics partner while reviewing an eligible replacement or refund claim.

Seller-specific terms may apply where clearly disclosed and permitted under applicable law.

Where an order is cancelled, returned or refunded, promotional benefits connected with that order may be adjusted, reversed or cancelled in accordance with the applicable offer terms.

This may include prepaid discounts, coupons, Scratch & Win rewards, promotional credits or similar benefits.

Where only part of an order qualifies for refund, the refund amount may be calculated against the affected item(s), taking into account applicable discounts, promotions and other order-level adjustments.

Claims may be investigated where available information suggests manipulated evidence, false delivery claims, product substitution, repeated abusive returns or other misuse.

Fraudulent activity may result in claim rejection, restriction of Platform features or other appropriate action, subject to applicable law.

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded.

Genuine complaints involving damaged, defective, incorrect, misdescribed or undelivered products will be reviewed according to the facts, applicable policies and applicable law.