Refund policy

RETURN & REFUND POLICY:

1. Return Eligibility:

We want our customers to have a smooth and transparent shopping experience. To ensure fairness and prevent misuse of the return process, a product will be eligible for return, replacement, or refund only if the customer provides proper proof of the condition of the package and product received.

A return request will be considered valid only when the customer submits:

  1. A clear, continuous, and unedited video recording of the entire unboxing process, starting from the sealed package before opening it and continuing until the product is fully unpacked and inspected.
  2. Clear photographs of the outer packaging, shipping label, product packaging, and the received product highlighting the issue, if any.
  3. Relevant details proving that the product received:                                                       · Is different from the product ordered;                                                                   · Is damaged, defective, or broken;                                                                                      · Has manufacturing or quality-related issues;                                                          · Contains missing parts, accessories, or items;                                                        · Has any other discrepancy compared to the order placed.                        

2. Mandatory Unboxing Video Requirement

Customers are required to record an uncut and uninterrupted unboxing video as evidence for any return, replacement, or refund claim.

The video must clearly show:

  • The sealed package before opening;
  • The shipping label/order details visible on the package;
  • The complete opening of the package;
  • The product being removed from the packaging;
  • The condition of the product, including any damage, defects, or discrepancies.

Edited, cropped, paused, incomplete, unclear, or manipulated videos may not be accepted as valid proof, and the return request may be rejected.

3. Return Request Timeline

Customers must raise a return or replacement request within  7 days from the date of delivery.

The request must include:

  • Order number;
  • Reason for return;
  • Unboxing video;
  • Supporting Photographs;
  • Any additional information requested by our support team.

Requests submitted after the specified period may not be accepted.

4. Products Not Eligible for Return

Returns will not be accepted in cases where:

  • The customer fails to provide a valid unboxing video;
  • The product has been used, altered, damaged, or modified after delivery;
  • The original packaging, tags, accessories, manuals, or parts are missing;
  • The issue is caused by improper handling, installation, or usage by the customer;
  • Damage or discrepancy is reported without sufficient proof.

5. Verification and Approval

Once the return request and supporting evidence are received, our quality team will review the submitted video, photographs, and order details.

If the claim is approved, we will initiate the applicable process for:

  • Replacement of the product; or
  • Refund as per our refund policy and payment terms.

The final decision regarding acceptance of a return request will be made after verification of the submitted evidence.

EXCHANGE POLICY:

Similar to its returns policy, Dotingo will exchange your product as no question asked within next 10 days, so the customer may exchange their purchase for a different style or product from our collection. Any price difference between the original item and the selected product will be adjusted accordingly—payable by or refunded to the customer as applicable.

DISCLAIMER:

Dotingo always re-checks for the quality before the dispatch and ensures that only a defect free product is shipped to the Customer. However in case the Customer receives a damaged and/or defective product. Then the below mentioned guidelines needs to be followed:

That for the For the return of the damaged /defective products, for transparency and upholding the genuine claims of the customer, it is mandate to make an unboxing video (covering 360 degree of the packed product ensuring good quality throughout the unboxing), so that we can know that the product was damaged /mishandled by the 3rd party/outsourced (courier/shipping company), without any fault of the customer and accordingly we will take up the issue with the 3rd party/outsourced (courier/shipping company) on behalf of the Customer, so that the customer does not has to suffer for the fault/mishandling of the courier/shipping company and his refund amount to be credited without any hassles in a timely manner.

CANCELLATION POLICY: 

The Customer is free to cancel the order before it is picked up by the Courier services, since the 3rd party/outsourced (courier/shipping company) does not allow cancellation of the order once it is picked up by them.  However the Customer can always avail the option to to opt for the NO QUESTIONS ASKED 7 DAYS RETURN/EXCHANGE POLICY in accordance with terms and conditions mentioned hereinabove.

REFUND POLICY: 

Dotingo issues refunds for prepaid orders, which automatically is credited to the original payment method of the Customer within 7 to 10 days, while COD orders receive a wallet refund (which will be valid for 6 months )or a payment to the bank account of the Customer via a payment link.

You can always contact us for any query/questions at support@dotingo.in or connect with us on whatsapp at ‪+91 9211796470 .