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Cancel, Returns and Refunds Policy

                                                                                       Last updated: 14.01.2026

This Cancellations, Returns, and Refunds Policy explains how order cancellations, returns, and refunds are handled when you shop on DUKAAN, including products sold by independent vendors and items fulfilled directly through Local Dukaan, operated by BeyondBorders Limited.

Our goal is to ensure a transparent, fair, and reliable experience for all customers.

1. Order Cancellations

1.1 Before Dispatch

If the order is cancelled before dispatch, a full refund will be issued minus any non‑refundable payment gateway charges, if applicable.

Refunds for pre‑dispatch cancellations will be initiated to your original payment method.

1.2 After Dispatch

Once the order has been shipped, cancellation may no longer be possible.  

Any such request will be treated as a return, subject to product‑specific return eligibility.

2. Returns

2.1 Product‑Specific Return Eligibility

Return eligibility is not universal. It varies from product to product and depends on:

  • Product category
  • Vendor agreements with Dukaan
  • Condition of the returned item
  • Safety, hygiene, or perishability considerations

Some products may not be returnable at all.

2.2 Return Conditions

To be eligible for a return, items must:

  • Be unused and in the same condition as received
  • Be in original packaging, with all tags, labels, accessories, freebies, and invoices intact

2.3 Non‑Returnable Items

Certain items may be non‑returnable, including but not limited to:

  • Personalized or custom‑made products
  • Perishable goods or items with short shelf life
  • Intimate, hygiene, or health‑related items once unsealed
  • Items sold under “Offers / Final Sale / Clearance or others whihc are not part of regular sales"

2.4 Return Window

There is no fixed return window.  

The return period varies based on:

  • Product type
  • Vendor policy
  • Condition of the item

To confirm whether your item is eligible for return, please contact support@dukaan.ie.

3. Return Process

Once your return request is approved, we will:

  • Arrange a pickup through our courier partner where serviceable, or
  • Ask you to ship the product to the designated RETURN ADDRESS using a trackable courier service

The returned item must reach us within 3 days after return approval.  

If the item does not arrive within this timeframe, the return may be rejected.

4. Refunds

4.1 Refund Method

All approved refunds are issued to your Dukaan Wallet.

Wallet refunds:

  • Are processed within 1–3 business days
  • Will automatically be applied to your next order before asking for payment
  • Can be used across all eligible products on the Platform

4.2 Refund Approval

Refunds are approved once:

  • The returned item is received and inspected, or
  • The vendor confirms the return, or
  • Local Dukaan verifies the condition of the product

4.3 Partial Refunds

Partial refunds may apply if:

  • Items are returned used or damaged
  • Packaging is missing
  • Only part of the order is returned

You will be notified before any partial refund is issued.

5. Damaged, Incorrect, or Missing Items

If your order arrives:

  • Damaged
  • Incorrect
  • Missing items

Please contact us within 1 hour from dispatch so we can act quickly.

Email: support@dukaan.ie

Include:

  • Order number
  • Photos (if applicable)
  • Description of the issue

We will coordinate with the vendor or Local Dukaan to resolve the issue promptly.

6. Cases Not Eligible for Return or Refund

Your return or refund claim may be refused in situations including, but not limited to:

  • Product returned used, damaged, or not in original condition/packaging
  • Product altered due to modification, misuse, or mishandling
  • Return request raised outside the allowed return window
  • Products marked “Non‑returnable / Non‑refundable / Final Sale”
  • Inability to use the product due to incompatibility or change of mind, where specifications were clearly provided

7. Vendor‑Specific Policies

Because DUKAAN is a marketplace, return and refund conditions may vary depending on the vendor’s agreement with Dukaan.

For details about a specific product or vendor’s return policy, please contact:

support@dukaan.ie

8. Contact Us

For cancellations, returns, or refund questions, reach us at:

Email: support@dukaan.ie

We’re here to help ensure your experience with DUKAAN is smooth, fair, and reliable.