Return & Exchanges Policy

1. Overview

We want you to be completely satisfied with your purchase. If you are not happy with an item, you may request a return within the timeframe outlined below. Returns are subject to eligibility criteria and must be initiated through your Fashion Dora account.

2. Return Window

You have 24 hours from the time you confirm delivery of your order to submit a return request. After this window, return requests will no longer be accepted for that order.

Delivery confirmation is recorded when you click "Confirm Delivery" in your order details. Please inspect your items carefully before confirming delivery.

3. Eligible Reasons for Return

Returns are accepted for the following reasons:

• Item arrived damaged or defective
• Wrong item was sent (different from what was ordered)
• Item does not match the description or photos on the listing
• Item was not received (use with dispute process)
• Significant quality issue

4. Non-Returnable Items

The following items are not eligible for return:

• Perishable goods (food, beverages, flowers)
• Digital products and downloadable content
• Intimate apparel and hygiene products (for health and safety reasons)
• Items that have been used, washed, or altered by the customer
• Items without original packaging (where packaging is part of the product)
• Customised or personalised items made to order

5. How to Request a Return

1. Go to My Orders in your account
2. Select the order and find the item you want to return
3. Click "Request Return" within 24 hours of confirming delivery
4. Select the reason and provide a brief description
5. Submit your return request

Once submitted, the vendor and our support team will review your request. You will receive a notification with the outcome.

6. Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to a vendor error (e.g. wrong item sent, damaged on arrival). In cases of vendor error, the vendor is responsible for arranging or reimbursing return shipping.

Please do not send items back before your return request is approved. Unapproved returns may not be accepted.

7. Refund Process

Once the returned item is received and inspected by the vendor, your refund will be processed. Approved refunds are credited to your Fashion Dora wallet. Wallet funds can be used for future purchases on the platform.

If a dispute is raised (e.g. vendor denies the return), our admin team will review the case and may issue a refund to your wallet based on the evidence provided.

Refunds to original payment method (card) are not currently supported. All refunds are issued to the Fashion Dora wallet.

8. Exchanges

We do not currently support direct item exchanges. If you wish to exchange an item:

1. Request a return for the original item (within the 24-hour window)
2. Once the refund is credited to your wallet, place a new order for the replacement item

9. Disputes

If you are unable to resolve a return issue with the vendor, you can open a formal dispute from your order details page. Disputes must be raised within 7 days of delivery confirmation. Our admin team will review all evidence and make a final decision.

10. Contact Us

For return and refund queries, please contact us at support@fashiondora.lk.