Refund Policy
At Dhuqan, your satisfaction is our priority. We offer a comprehensive refund policy with clear guidelines and fast processing times.
Last updated: December 8, 2025
Refund Summary
30 days from delivery
5-7 business days
Original payment method
Eligible items only
Quick Refunds
Full refund available for eligible products returned within 30 days of delivery.
Fast Processing
Refunds processed within 5-7 business days after approval.
Secure Process
All refunds are processed through secure payment gateways.
Refund Eligibility
To qualify for a refund, your return must meet the following criteria:
Return Window:
30 days from delivery
Condition:
Items eligible for return must be unused, in original packaging, and in the same condition as received.
Proof of Purchase Required
Must include order confirmation number, receipt, or invoice. Gift purchases require original buyer's information.
Important: Certain categories like hygiene products, intimate apparel, or perishable items may have restricted return conditions as per UAE trade laws.
Refund Process
Our streamlined refund process ensures quick and hassle-free money back:
Contact our support team to initiate a return.
Contact our support team at info@dhuqan.com with:
- • Order number and purchase date
- • Product name and quantity
- • Reason for refund request
- • Photos of product condition (if applicable)
Receive return authorization and shipping label.
Within 24 hours, we'll send you a Return Authorization Number (RAN) and prepaid shipping label via email with detailed return instructions.
Pack the item securely in original packaging.
Package securely and ship within 7 days of authorization:
- • Use provided prepaid return label
- • Include Return Authorization Number
- • Use trackable shipping method
- • Keep tracking number for reference
Return Address: Dhuqan Fulfillment Center, Dubai, UAE
Item inspection and approval.
Upon receipt, we inspect the product within 2-3 business days. You'll receive email confirmation once inspection is complete and refund is approved.
Receive refund once item is received and inspected.
Approved refunds are processed within 5-7 business days to your original payment method. You'll receive email confirmation with refund details and expected timeline.
Refund Methods & Processing Times
Available Refund Methods
Credit/Debit Cards
Refunded to original card (5-10 business days)
Bank Transfer
Direct to original bank account (3-7 business days)
Store Credit
Immediate credit for future purchases (same day)
Processing Timeline
Internal Processing
2-3 business days for inspection & approval
Refund Initiation
5-7 business days after approval
Bank Processing
3-10 additional days (depends on bank)
Total Expected Timeline:
7-20 business days from the time we receive your return to when you see the refund in your account.
Non-Refundable Items
The following items are not eligible for refunds:
Used or damaged items (unless defective)
Products with broken or damaged seals
Products returned after the 30-day window
Gift cards and promotional vouchers
Items marked as 'Final Sale'
Personalized or custom-made items
Return Shipping
Original Shipping Costs
Original shipping fees are non-refundable unless the return is due to our error (wrong product sent, damaged product, etc.). Free shipping promotions do not affect this policy.
Return Shipping (Our Error)
If we made an error (wrong product, damaged product), we provide a prepaid return label at no cost to you. Full refund including original shipping costs will be processed.
Return Shipping (Customer Choice)
For returns due to customer preference (change of mind, wrong product choice), customers are responsible for return shipping costs unless using our optional prepaid return service (AED 30).
Partial Refunds
In certain situations, partial refunds may be issued at our discretion:
Damaged Packaging: Products with slightly damaged original packaging but intact product seals may qualify for partial refund.
Missing Components: Returns missing original boxes, inserts, or documentation may receive partial refund depending on value.
Late Returns: Products returned after the 30-day window may qualify for partial refund at management discretion.
Bulk Orders: Large orders may have different refund terms; contact support for specific guidance.
UAE-Based Service
UAE-Based Service: We primarily serve customers within the United Arab Emirates. All transactions are processed in AED.
Contact Support
For refund inquiries or assistance, please contact our support team.
Dubai Office
Dubai, United Arab Emirates
Headquarters
Dubai, United Arab Emirates