Return and Exchange policy

At DPOSH, we strive for your complete satisfaction with every piece of jewellery you purchase. We understand that sometimes things don't go as planned, and we're here to help make your experience as smooth as possible. Please read our policy carefully.

1. Eligibility for Returns & Exchanges (Mandatory Unboxing Video)

To ensure fairness and transparency, we have specific conditions for returns and exchanges. We accept requests only for the following reasons:

• Damaged or Broken Product: If your jewellery arrives damaged or broken.
• Wrong Item Received: If you receive a product different from what you ordered.
• Missing Product: If an item is missing from your order.
• Manufacturing Defects / Quality Issues: If there's a verifiable defect in craftsmanship or material from our end.

A complete and unedited 360° unboxing video is MANDATORY for all claims mentioned above. Without this video, we may not be able to process your claim.

2. Unboxing Video Requirements

To ensure your claim is processed efficiently, your unboxing video must clearly show:

• The sealed DPOSH package as you received it.
• The entire unboxing process, from opening the sealed package to revealing the contents.
• The product inside, clearly highlighting the damage, defect, or incorrect item.
• The video must be continuous and unedited.

3. Timeframe for Claims

• All claims for damaged, wrong, missing, or defective items must be initiated within 48 hours from the time of delivery.
• Claims reported after this 48-hour window, or without a valid unboxing video, may not be accepted.

4. How to Initiate a Return/Exchange Request

If your claim meets the eligibility criteria and timeframe, please follow these steps:

1. Contact Us: Reach out to our customer support team immediately via:
• Email:  Help.dposh@gmail.com
• WhatsApp: +91- 7838031392
• Instagram DM: @dposh.official
2. Provide Details: Include your Order ID, contact number, and a clear description of the issue.
3. Submit Proof: Attach your mandatory 360° unboxing video and at least two clear photos of the product highlighting the concern.

Our team will review your request within 24-48 working hours.

5. Resolution Process for Eligible Claims

Once your claim is approved:

• Replacement: For damaged, wrong, or missing items, we will arrange for a replacement of the same item to be shipped to you at no additional cost.
• Refund (Limited Cases): Refunds are generally not offered for claims where a replacement is possible. In exceptional circumstances, if a suitable replacement is unavailable, a refund will be processed.
• Prepaid Orders: Refunds will be credited to your original payment method.
• COD Orders: Refunds will be issued to your provided UPI ID or bank account.
• Processing Time: Refunds, once approved, are typically processed within 7-10 working days, as per RBI guidelines, following product pickup (if applicable) and verification.

6. Items Not Eligible for Return/Exchange

Please note the following are generally not eligible for returns or exchanges:

• Products purchased under special promotional offers, clearance sales, or "Buy 1 Get 1 Free" (B1G1) offers, unless received in a damaged/defective condition with a valid unboxing video.
• Items damaged due to customer misuse, improper care, or normal wear and tear.
• Products returned without their original packaging, tags, or any accompanying certificates.
• Requests for exchange due to a change of mind or personal preference.

7. Order Cancellation Policy

• We cannot cancel your order once it has been dispatched or shipped.
• If you request a cancellation after shipment, the refund (if applicable) will be issued as store credit, deducting any applicable shipping and COD charges. Only the price of the article will be credited to your store credit section.
• Special festival occasion or promotional offer articles are generally not eligible for cancellation or refund.
• Shipping charges and COD charges are non-refundable.

8. Important General Notes

• All returned items will undergo a thorough quality inspection before any resolution is processed.
• We reserve the right to refuse a return or exchange if the conditions are not met.
• All disputes are subject to the jurisdiction of the courts located in New Delhi, India.
• We maintain a respectful environment for our customer support team. Any form of misbehaviour, rudeness, or incivility from customers may result in the immediate cessation of communication and support.

Need Help?

Our dedicated customer support team is always here to assist you throughout the return and exchange process. Please feel free to contact us with any inquiries or concerns.

Email: Help.dposh@gmail.com