DesiDunya Fairness Framework
At DesiDunya, we strive for a seamless shopping experience. However, we understand that disputes may occasionally arise. Our Dispute Policy is designed to provide a fair, transparent, and efficient resolution process for both customers and suppliers.
We encourage all parties to communicate openly through our platform to resolve issues before escalating to a formal dispute.
Supplier-Fault — Supplier Covers Return Shipping
The received item differs significantly from the listing images or description (e.g., wrong size, color, or material).
Item arrived in a damaged or unusable state due to shipping or handling.
Missing parts, accessories, or entire items that were part of the confirmed order.
Tracking shows the order delivered, but it never arrived.
The supplier used fake tracking information or otherwise committed fraud.
Customer-Fault — Return Shipping Deducted From Refund
The size doesn't fit. The item must be returned in original, unused condition.
You no longer want the item. Return shipping is deducted from your refund.
Items marked "Final Sale" by the supplier are not eligible for change-of-mind or sizing returns. Damage, not-as-described, and fraud claims are always accepted regardless of final sale status.
Initiate a dispute via your order history within 14 days of delivery. You'll receive a Return Authorization (RMA) reference number.
The supplier has 7 business days to respond to your claim with evidence or a resolution offer (e.g., replacement or partial refund).
If a return is required, ship the item back using your own courier and enter the tracking number on your order page so the supplier and DesiDunya can follow it.
If no agreement is reached, DesiDunya administrators will step in to review evidence from both parties, inspect the returned item, and make a final ruling.
Once a decision is made, it is final. Approved refunds are processed immediately back to the original payment method.
Our team monitors all disputes to ensure compliance with our artisan community standards. Abuse of the dispute system may lead to account suspension or termination.
