Refund policy
Please note that returns or refunds due to receiving a different brand are not possible, as the brand/manufacturer may vary depending on stock availability.
We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
Perishables
- Please take out all vegetables, fruits, and paneer from their packaging as soon as you receive them and store them appropriately.
- Requests for refunds for vegetables, fruits, and paneer will only be accepted within 12 hours after delivery. Please provide photographs for any complaints regarding damaged items.
- For deliveries containing perishables, please ensure that someone is available to receive the shipment on the delivery day. Dostana cannot be held responsible if a package is delivered to a parcel shop and the quality of the product is affected due to delays.
- All vegetables marked as refundable are eligible for a refund.
- Vegetables marked as non-refundable are eligible for shipping but will not be refunded in the event of delays or damages.
Customers are responsible for all return shipping costs.
To initiate a return, please contact us at support@dostana-foods.com.
Returns must be sent to the following address:
Dostana Import Export GmbH
Stralsunder Straße 3
20099 Hamburg
Germany
If your return is accepted, we will provide instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.
If you have any questions regarding returns, please contact us at support@dostana-foods.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom-made products (such as special orders or personalized items)
- Personal care products (such as beauty products)
- Hazardous materials, flammable liquids, or gases
Please contact us if you have any questions or concerns about a specific item.
Unfortunately, we cannot accept returns on sale items, special offer items, or gift cards.
Lost / Damaged Package
In case your package is lost or damaged during transit, the entire package may be resent or refunded upon agreement with the customer.
Please note that investigations relating to lost packages may take several weeks to complete.
Late or Missing Refunds
If you have not received your refund, please contact us at support@dostana-foods.com.
Important: Sale items or special offer items are not eligible for returns or refunds. Only regular-priced items may be refunded in the event of an approved return.
Exchanges
The fastest way to receive the item you want is to return the item you have. Once your return is accepted, you can place a separate order for the new item.
European Union – 14-Day Right of Withdrawal
If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
As described above, the item must be returned in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return and inform you whether your refund has been approved.
If approved, your refund will automatically be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at support@dostana-foods.com.
Shipping Returns
To return your product, please send it to:
Dostana Import Export GmbH
Stralsunder Straße 3
20099 Hamburg
Germany
You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If a refund is issued, return shipping costs may be deducted from the refund amount.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.