Refund & Cancellation Policy

DukanCloude is a marketplace, so every order or booking is with an independent seller. This policy sets the minimum protection every buyer gets. A seller may offer more generous terms, such as a longer return window or free cancellation. If a listing shows its own policy, the terms that are better for you apply.

If you cancel

• Before the seller dispatches or prepares the order: free, with a 100% refund.
• After dispatch: the order usually cannot be cancelled. You can refuse a delivery that looks damaged or tampered with. Otherwise, use the returns process below.
• Cash on Delivery or Pay Later orders: cancel before dispatch at no cost. Not turning up to collect an order, or not being available to accept it, counts as a no-show under our COD rules.

If the seller cancels

If a seller cancels because an item is out of stock, they cannot deliver to your area or the price was wrong, you get a full refund, including any delivery charges. A seller who cancels often can have their shop restricted.

Each type of order has different timing. These default rules apply unless the listing shows better terms:

You can return a product if it

• Arrived damaged, broken or leaking. Report this within 48 hours of delivery.
• Is defective or does not work as described.
• Is the wrong item, size, colour or quantity, or has missing parts.
• Is past its expiry date when delivered.

The item must be unused and have its original tags, packaging and invoice. Photos help, and an unboxing video helps even more. Depending on stock, the seller offers a replacement or a full refund.

These cannot be returned unless they arrive damaged or wrong

• Perishables such as cooked food, fruit, vegetables, dairy and flowers.
• Innerwear, cosmetics and personal hygiene products once opened.
• Customised, made-to-order or personalised items.
• Digital products, gift cards, and services that have already been delivered.

1. Step 1

   Raise a request

   Message the seller from your order, or write to support with your order ID, the reason and any photos.

2. Step 2

   Seller reviews it

   The seller responds within 48 hours. If they do not, DukanCloude steps in and decides.

3. Step 3

   Pickup and check

   For returns, the item is picked up or dropped back at the shop and checked.

4. Step 4

   Money back

   Once approved, the refund is initiated within 48 hours to your original payment method.

Email support@dukancloude.com or use the contact form and choose “Refund / cancellation”.

We initiate an approved refund within 48 hours. After that, the time it takes to reach you depends on your bank or payment provider:

If the refund has not reached you after this time, check with your bank using the refund reference we send you, or contact us and we will follow up with the payment gateway.

If money was debited but your order was not placed, or you were charged twice, you do not need to do anything. The payment gateway reverses the extra amount automatically within 5–7 business days.

• A paid shop, ad or job plan can be fully refunded within 24 hours of purchase, as long as it has not been used. A plan counts as used once the listing or job is published or promoted.
• Once a plan has been used, it cannot be refunded for the time left.
• If a payment for a plan failed but you were charged, the failed-payment rules above apply.
• No refund is given when we remove a listing, or suspend an account, for breaking our Terms & Conditions.

If you and the seller cannot agree, DukanCloude reviews the order history, chats, photos and delivery records and makes a fair decision. We usually do this within 7 working days.

Still not satisfied? Write to our Grievance Officer at grievance@dukancloude.com. Complaints are acknowledged within 24 hours and resolved within 15 days. You can also contact the National Consumer Helpline on 1915.