Dookan legal
Cancellation & Refund Policy
Because groceries and daily-use items are perishable and are packed by local shops, cancellation windows are short. This Policy explains when you can cancel and how refunds work.
1.Cancellation by you
You can cancel free of charge any time before a shop starts packing your order.
Once packing has started or the order has been picked up, cancellation may not be possible. If you refuse a delivered order without a valid reason, delivery charges may not be refunded.
2.Cancellation by Dookan or the shop
An order or item may be cancelled if the item is out of stock, the address is outside the serviceable area, the address or phone number is unreachable, or the order appears fraudulent.
You are refunded in full for any cancelled item you have already paid for.
3.Returns and replacements
Report damaged, spoilt, expired, wrong or missing items within 24 hours of delivery, with a photo where possible.
After verification we offer a replacement or a refund of that item, at your choice where a replacement is available.
Opened or used non-perishable items, and personal-hygiene items, cannot be returned unless they are damaged or defective.
4.Refund timelines
Online payments are refunded to the original payment method, usually within 5–7 working days after approval, depending on your bank.
Cash on Delivery refunds are paid to the bank account or UPI ID you provide, usually within 5–7 working days.
5.Need help?
Write to support@dookan.live with your order number and we will respond within 48 hours.
Questions about this policy?
Email support@dookan.live for orders and grievance@dookan.live for escalations.