DokanXpress Return & Refund Policy
1. Return Policy
Open Box & Closed Box Delivery Policy
Open Box Packages
Some packages are delivered as Open Box, clearly marked with an “Open Box” label on the Air Way Bill (AWB).
What Open Box means:
Customers are allowed to open the DokanXpress outer box for verification.
Customers can verify:
Correct product received
Correct quantity received
Important Notes for Open Box Deliveries:
For branded products, customers must not break seals or open branded packaging.
Only visual verification of product presence and quantity is allowed.
Customers must check items before accepting delivery.
Complaints raised after delivery for Open Box packages will not be accepted.
Exceptions, if any, will be reviewed on a case-by-case basis.
Closed Box Packages
What Closed Box means:
Neither the DokanXpress outer box nor the manufacturer’s/inner box can be opened.
All seals must remain intact.
Delivery agents are not permitted to open or break seals under any circumstances.
Customers must pay the delivery rider first (if not prepaid) before receiving the product.
For Closed Box issues:
Customers must raise a return or refund request via the DokanXpress app or website within 7 days if the product is:
Damaged
Defective
Incorrect
Incomplete
Requests raised after the return window may not be accepted unless covered under brand warranty or special approval.
Non-Returnable Items & Special Categories
Non-Returnable Items include (but are not limited to):
Mobile phones and selected flagship brands
E-cigarettes
Circuit boards and similar electronic components
Mother & baby products
Digital products and software
Customized or made-to-order products
Innerwear and intimate apparel
Fine jewelry (gold, diamond, gemstones)
Food, grocery, medical supplies, industrial equipment, and pet supplies
Books
If any issue is found with non-returnable items, customers must contact:
📧 help.dokanxpress@gmail.com
All cases will be reviewed based on assessment.
Electrical Devices & Brand/Seller Warranty
For electrical devices (computers, accessories, appliances, etc.):
Issues arising after usage or beyond the return window may fall under brand/seller warranty.
Customers should contact:
📧 help.dokanxpress@gmail.com
Change of Mind Returns
Applicable only for selected categories such as:
Clothing & Apparel
Shoes
Sunglasses
Fashion Accessories
Conditions:
For Open Box items, verification must be done during delivery.
For Closed Box items, return requests must be raised within the return window.
Returned products must be:
Unused
Undamaged
In resaleable condition
With original packaging, tags, manuals, freebies, and accessories
Return Request Submission Guidelines
When submitting a return request, customers must:
Select the correct return reason
Select the correct item quantity
Provide a clear written explanation
Upload clear images and/or video evidence
⚠️ If return details are incorrect or incomplete, DokanXpress reserves the right to reject the request.
Missing Items & Damaged Products
Customers must submit a return/refund request via the DokanXpress app or website within the return timeline, along with proper evidence.
Important Notes
The pickup rider will contact the customer via the registered phone number. If unreachable, DokanXpress will not be responsible for pickup failure.
Only approved item(s) should be returned. Extra items will not be accepted or returned.
Products must include the original shipping label and all packaging materials. Failure to comply may lead to rejection.
If a return fails quality inspection, the product will be sent back to the customer.
After three (3) failed delivery attempts, the item may be disposed of and no refund will be issued.
DokanXpress reserves the right to update this policy at any time.
2. Refund Policy
Processing Time
Refund processing time depends on the refund type and payment method used.
The process begins once DokanXpress has approved the refund.
Refund Scope
Refunds include:
Product price
Shipping fee (if applicable)
Refund Types
Refund from Returns
Processed after the returned item reaches the warehouse and passes quality inspection.
Refund from Cancellations
Automatically initiated upon successful cancellation.
Refund from Failed Deliveries
Processed once the item is returned to the warehouse.
Refund Methods & Timeline
| Payment Method | Refund Method | Refund Time |
|---|---|---|
| Debit/Credit Card | Card Reversal | 7–10 working days |
| EMI (Installments) | Card Reversal | 7–10 working days |
| Mobile Wallet (bKash/Nagad/Upay) | Wallet Reversal | 3–5 working days |
| Cash on Delivery (COD) | Bank Transfer / Mobile Wallet | 5 working days |
| Refund Voucher | Voucher Code | 1 working day |
Important Notes
Refund timelines exclude weekends and public holidays.
Refund vouchers will be sent to the registered email and can only be used once.
Any unused voucher balance will not be refunded or carried forward.
Cashback amounts, if any, will be adjusted with the refund.
Refund methods once selected cannot be changed.
Mobile wallet or bank accounts must be active and registered under the customer’s name.