Return and Refund Policy
Introduction
This Return and Refund Policy outlines the terms and conditions under which Direct Dawai (“we,” “us,” “our,” or “Company”) processes returns and refunds for purchases made through our website www.directdawai.com (Platform).
By using our Platform and making purchases, you agree to be bound by this policy. We reserve the right to modify this policy at any time, and such changes will be effective immediately upon posting on our Platform.
Payment Methods and Processing
You can pay for your orders using any payment service like UPI, internet banking, debit/credit cards, wallets, or Pay on Delivery (if available). Payments are processed securely through our authorized payment gateway partners. Once redirected to the platform, you agree to its terms and conditions. Direct Dawai does not store your card details. Any tokenization of card details is handled directly by the payment networks as per RBI guidelines. We are not liable for payment failures due to incorrect details, unauthorized card use, bank rejections, or payment gateway issues.
2.1 Accepted Payment Methods
- (a) UPI (Unified Payments Interface)
- (b) Credit/Debit Cards (Visa, Mastercard, RuPay)
- (c) NetBanking
- (d) Digital Wallets (Paytm, PhonePe, Google Pay, etc.)
- (e) Cash on Delivery (if available)
2.2 Payment Security
We use secure third-party payment gateways to process all transactions. Your financial information is encrypted and protected according to industry standards. All transactions are subject to verification and fraud detection measures.
Order Cancellation
3.1 Customer Cancellations
- (a) Orders can be cancelled before shipment at no charge. A full refund will be processed as per the refund timelines given below.
- (b) Once shipped, orders cannot be cancelled and must follow the return process.
- (c) Cancellation requests after shipment will be treated as returns.
3.2 Direct Dawai Cancellations
We reserve the right to cancel orders in the following situations:
- (a) Product unavailability or stock limitations
- (b) Pricing or product information errors
- (c) Failed payment verification
- (d) Suspected fraudulent activity
- (e) Regulatory or legal restrictions
Direct Dawai also reserves the right to cancel any orders that fall under the category of “Bulk Order,” such as:
- (a) Products ordered for commercial use
- (b) Multiple orders of the same product placed at the same address
- (c) Bulk quantity of the same product
In case of any malpractice or fraudulent activity, we have the sole discretion to cancel or refuse any order.
Return Eligibility and Conditions
4.1 Eligible Return Conditions
We strongly advise you to check the condition of your order at the time of delivery. Products are eligible for return ONLY under the following circumstances:
Delivery Issues
- (a) Wrong products delivered (different from what was ordered)
- (b) Products delivered in damaged or non-working condition
- (c) Missing parts, accessories, or products that are different from the description
Product Condition Requirements:
- (a) Original packaging with all labels, barcodes, and price tags intact
- (b) Batch numbers must match those mentioned in the invoice
- (c) Products/medicines must be completely unused
- (d) Opened medicine strips, bottles, or packages are NOT eligible for returns
- (e) Damages must be covered under the manufacturer’s warranty
4.2 Return Timeline
Return requests must be raised within 48 hours of the time of delivery. Returns will not be accepted beyond this timeline except in exceptional circumstances at Direct Dawai’s sole discretion. All returns are subject to verification and approval by our team.
4.3 Non-Returnable Products
The following categories are NOT ELIGIBLE for returns:
| Category | Products |
|---|---|
| Temperature Controlled | Vials, Injections, Vaccines, Cold-storage medicines |
| Baby Care | Breast pumps, Diapers, Bottle Nipples, Baby feeding accessories |
| Health Supplements | Nutritional drinks, Protein powders, Multi-vitamins |
| Medical Devices | Glucometer Strips, Lancets, Health monitors, Surgical items |
| Personal Care | Oral care products, Feminine hygiene, Shaving products, Hair removal items |
| Sexual Wellness | Condoms, Fertility kits, Pregnancy test kits, Lubricants |
| Wearable Items | Support belts, Knee caps, Bandages, Adult diapers |
| Opened / Used Items | Any partially used medicines, Opened packages, and devices |
Return Process
5.1 How to Initiate a Return
- Log in to your DirectDawai account
- Go to the ‘My Orders’ section
- Select the order you wish to return
- Click “Return/Issue”
- Choose the item(s) and reason for return
- Upload clear images if required
- Submit your request
5.2 Return Collection
Once the return request is approved, we will arrange a pickup from your address. It is the customer’s responsibility to ensure that the products are packed in their original packaging. Our delivery partner will collect the items at no additional cost. After the pickup, you will receive a return acknowledgement via SMS or email.
5.3 Contact Methods
Email: [email protected] | Live Chat: Available on website
Refund Policy
6.1 Refund Methods
- (a) Card Payments → Refunds are processed to the original payment method
- (b) UPI/Digital Wallets → Refunded to the original source
- (c) Cash on Delivery → Bank transfer (NEFT) or Direct Dawai credits
- (d) NetBanking → Refunded to the original account
6.2 Refund Requirements
Refunds are processed only to the original purchaser’s account. The Account Holder name must match the Direct Dawai account name. We do not permit any third-party account refunds. To receive funds in NEFT form, you will need to update the following information to enable us to process a refund to your account:
- (a) Bank Account Number
- (b) IFSC Code
- (c) Account Holder’s Name
6.3 Refund Timeline
- (a) Processing Time → 7-10 business days after return verification
- (b) Bank Processing Time → 3-21 working days (depending on bank and payment method)
- (c) Direct Dawai Credits → Instantly credited to your wallet
6.4 Limitations
Refund requests must be made within 6 months of purchase. Requests beyond 6 months from the order cancellation/return date will not be processed. We also do not issue any cash refunds.
Special Return Circumstances
- (a) Damaged Products: If the products are received damaged, contact us immediately to initiate a replacement or refund. Take photos/videos of the damaged items/packaging, and we will arrange for immediate replacement or a full refund.
- (b) Quality Issues: Any manufacturing defects covered under the manufacturer’s warranty will be replaced if the customer reports the complaint within 48 hours of receiving the package. Medical advice regarding product efficacy is not grounds for return.
- (c) Prescription Medicines: Prescription medicines may have additional return restrictions. Similarly, controlled substances may not be returnable due to regulations. Always consult with a licensed professional doctor for specific medical queries.
Customer Responsibilities
- (a) Inspection Upon Delivery: The customer is responsible for inspecting all products immediately upon delivery. In case of any damaged goods, they have to report and raise a complaint within 24-48 hours of delivery. Make sure to follow the storage instructions and proper storage of medicines and drugs.
- (b) Return Packaging: Products must be returned in original, unopened packaging, complete with all original accessories and documentation.
Dispute Resolution
9.1 Customer Support
- (a) Contact our customer support team first
- (b) Provide order details and relevant documentation
- (c) Allow 48-72 hours for initial response
9.2 Escalation Process
- (a) Request escalation to senior customer service
- (b) Provide a detailed explanation of the issue
- (c) We will review and provide the final resolution within 7 business days
Legal Compliance
This policy complies with:
- (a) Consumer Protection Act, 2019
- (b) Information Technology Act, 2000
- (c) Drugs and Cosmetics Act, 1940
- (d) RBI guidelines for Digital Payments
Contact Information
Direct Dawai Customer Care
(a) Email: [email protected]
(b) Live Chat: Available on Website
(c) Website: www.directdawai.com
(d) Business Hours: 24x7 customer support
(e) Response Time: Within 24 hours
Policy Updates
This policy may be updated periodically to reflect changes in legal requirements, business operations, industry best practices, and customer feedback. We may email you updates and reminders of any of our policies, unless you have instructed us not to. All the changes will be applicable as soon as they are updated on our website, and you are deemed to have accepted the Terms of Service and Privacy Policy on your first use of our website.
By continuing to use Direct Dawai services, you acknowledge that you have read, understood, and agree to be bound by this Return & Refund Policy.