Refund & Return Policy

At Dkola Official, customer satisfaction is our priority. We aim to ensure every customer receives high-quality, authentic products in perfect condition. Please read our Refund & Return Policy carefully before making a purchase.

1. No Return on Opened/Used Products

Due to hygiene and safety reasons, perfumes cannot be returned or exchanged once opened, used, or tested.

2. Return Eligibility

We only accept returns or offer replacements under the following conditions:

✔ You received the wrong product

✔ The product arrived damaged

✔ The package was missing an item

To qualify, you must:

  • Report the issue within 24 hours of receiving the order

  • Provide clear photos or videos as proof

  • Keep the product unused and in original packaging (if incorrect item)

3. Non-Refundable Situations

Refunds or returns will NOT be accepted in the following cases:

  • Product is opened, used, or tested

  • Customer changed their mind after delivery

  • Fragrance preference issue (e.g., “I don’t like the smell”)

  • Incorrect address provided by the customer

  • Courier attempted delivery but customer was unavailable

4. Refund Process

If your case qualifies for a refund:

  • Refund will be issued through bank transfer, Easypaisa, or JazzCash

  • Processing time: 3–7 business days after approval

  • For COD orders, an additional confirmation may be required

5. Replacement Process

If you received a damaged or wrong product, we will:

  • Send a replacement free of charge

  • Arrange product pickup if required (depends on your location)

You must send back the unused product in its original condition.

6. Cancellation Policy

  • Orders can be cancelled before shipping only.

  • Once the order is dispatched, cancellation is not possible.

7. How to Request a Refund or Return

To submit a claim, contact us with:

  • Order number

  • Your name and phone number

  • Photos/videos of the issue

  • Description of the problem

📧 Email: dkolaofficial@gmail.com
📞 Phone: 0330-8373651

Our support team will review your request and guide you through the process.

8. Final Decision

Dkola Official reserves the right to approve or reject refund/return claims based on the evidence provided and adherence to our policy.