Refund policy

Returns, Exchanges & Replacements

At Dossier, every product is carefully inspected before dispatch. Please review the following policy before placing your order.

Returns

Dossier does not ordinarily accept returns or provide refunds for change of mind, personal preference, colour/size perception, or where a product does not meet subjective expectations.

However, Dossier may, at its discretion, accommodate a change-of-mind return as an exception.

If such a return is approved, both the original forward shipping cost and the reverse pickup/shipping cost will be deducted from the refundable amount.

The refund will only be processed once the product has been received at our facility and successfully passes our quality inspection.

Products sent back without prior approval from Dossier will not be accepted.

Exchanges

Unused products may be exchanged within 7 days of delivery, subject to product availability.

To qualify for an exchange, the product must:

* Be unused and in the same condition in which it was received.
* Have all original tags intact.
* Include the original dust bag, accessories and packaging.
* Be accompanied by proof of purchase/order details.

For a change-of-mind exchange, shipping and reverse-pickup charges will be borne by the customer.

All exchanges are subject to quality inspection after the product is received by Dossier.

Damaged, Defective, Wrong or Missing Items

Please inspect your order immediately after delivery.

* The product received is damaged or defective.
* You have received an incorrect product or variant.
* An item or accessory from your order is missing.
* The product received is materially different from what was ordered.

For verified cases where the error is attributable to Dossier, all applicable pickup, replacement and delivery charges will be borne by Dossier.

Unboxing Video

For damaged products, damaged packaging, missing products/accessories or incorrect shipments, customers may be required to provide:

* Clear photographs of the product and packaging; and
* A continuous unboxing video clearly showing the issue.

For claims involving a missing item or visibly damaged/tampered packaging, an unboxing video is mandatory.

Requests without adequate supporting evidence may not be eligible for approval.

Manufacturing Defects

In case of a verified manufacturing defect, Dossier will provide a replacement at no additional cost to the customer.

Manufacturing defects must be reported within 48 hours of delivery.

Normal variations in texture, grain, colour, finishing or appearance that are inherent to the material or caused by lighting/screen differences will not ordinarily be considered manufacturing defects.

Damage resulting from misuse, improper storage, excessive loading, exposure to unsuitable conditions, normal wear and tear or accidental damage after delivery is not considered a manufacturing defect.

If the Replacement Is Unavailable

If the same product or variant is unavailable for an approved defective/damaged-product replacement, the customer may choose:

* Another available product of equivalent value;
* A higher-value product after paying the difference; or
* A refund, where applicable.

In such cases where Dossier is unable to provide the eligible replacement, no shipping charges will be deducted from the refund.

Pickup & Replacement Process

Once an exchange/replacement request is approved:

* Reverse pickup will ordinarily be arranged by Dossier.
* Pickup is generally initiated within 1–2 working days, subject to courier serviceability.
* Please securely pack the product with its original tags, dust bag, accessories and packaging.
* Once the returned product is received and passes quality inspection, an approved replacement will ordinarily be dispatched within 3–5 working days.

If reverse pickup is not available at the customer’s location, the customer may be requested to ship the product to the address provided by Dossier.

Where Dossier is responsible for the return under this policy, reasonable return-shipping charges will be reimbursed/settled after the package is received and verified.

Quality Inspection

Every product received for an exchange, replacement or approved return undergoes a quality check.

Dossier may reject the request if the returned product:

* Has been used or worn.
* Has stains, scratches or damage not reported at the time of the request.
* Has been altered or mishandled.
* Has missing tags, dust bag, accessories or packaging.
* Does not match the product originally dispatched.

Promotional, Final-Sale & Complimentary-Gift Orders

Products specifically marked Final Sale, customised/personalised products, Gift Cards and other products expressly stated as non-returnable are not eligible for change-of-mind returns or exchanges.

Orders purchased under promotions involving complimentary/free gifts, bundles or special final-sale offers may also be excluded from change-of-mind returns or exchanges where this is disclosed at the time of purchase.

However, this does not prevent a customer from contacting Dossier if the product received is genuinely damaged, defective, missing or incorrect.

Refunds

Refunds are available only where eligible under this policy or where Dossier expressly approves a return as an exception.

For an approved change-of-mind return, the applicable forward and reverse shipping costs will be deducted from the refundable amount.

For an approved return resulting from a verified manufacturing defect, damaged/incorrect shipment, or where Dossier cannot provide the eligible replacement, Dossier will bear the applicable shipping costs.

Refunds are processed only after the returned product successfully completes quality inspection.

Contact Us

To request an exchange, replacement or eligible return, email:

care@dossier.co.in

Please include:

* Your order number
* Customer name and registered contact details
* Reason for the request
* Photographs/video where applicable