Refund and Exchange Policy
Return & Exchange Eligibility
You can request a return or exchange within 7 days of receiving your order.
The item must be unworn, unwashed, undamaged, and in its original condition, with all original tags and packaging intact.
For exchanges, the replacement item must be in stock. If your desired size or style isn’t available, you can choose a refund (see below) or a store credit.
Non-Returnable Items
Items marked as “Final Sale” or “Clearance” may be non-refundable or non-exchangeable.
For hygiene or safety reasons, certain items (such as intimate wear, swimwear, or other sensitive categories) may not be eligible for return once the hygiene seal or tag is removed.
How to Initiate a Return or Exchange
Contact our Customer Support team via email or phone, providing your order number, item(s) you want to return or exchange, and the reason.
We will review your request and, if approved, guide you through next steps (e.g., sending a return label or having pick-up arranged).
Pack the item securely, including any “Return Note” or forms we send you.
Ship the return item to us, or if we provide courier pick-up, hand it over when the courier arrives.
Return Shipping Costs
You are generally responsible for return shipping costs, unless the return is due to a Damzel error (e.g., you received a wrong item or a defective product).
If we arrange a return pick-up, there may be a service fee (to be defined based on your logistics setup).
Inspection & Refund Processing
Once we receive your returned item, we will inspect it. The inspection process may take up to 5 business days.
If the item passes inspection, we will process your refund or exchange.
Refunds will be issued to your original payment method where possible; or, upon your request, we may issue a store credit.
Refund processing may take up to 14 business days, depending on your payment provider.
Refund Amount
Refunds are for the item price only — original shipping charges are non-refundable, unless the return is due to our mistake.
If there was a promotion, discount, or coupon used for your purchase, the refunded amount will reflect the actual price paid, not the original full price.
Return shipping cost (if paid by you) may be deducted from the refund if it’s part of your return cost responsibility.
Exchanges
For exchanges, once we receive and approve your returned item, we will ship the replacement as soon as it’s available.
If the replacement item is more expensive, you will be asked to pay the price difference; if it’s cheaper, we will refund the difference or issue store credit, based on your preference.
Order Cancellations
Orders can be canceled before they are shipped — contact us as soon as possible after placing the order.
If the order has already been shipped or processed, cancellation might not be possible, or there may be a cancellation fee (depending on logistics and payment provider).
Damaged or Incorrect Items
If you receive a wrong, defective, or damaged product, please notify us within 3 days of receiving it.
Provide photographic evidence (photos of the damage, defect, or incorrect item) when requesting a return.
In such cases, we will bear the cost of return shipping, and once confirmed, we will either replace the item or issue a full refund (including shipping).
Abuse of Return Policy
We reserve the right to refuse returns or exchanges if we suspect abuse (e.g., repeated returns without valid reasons).
In such cases, we may limit your future purchases or place restrictions on your account.
Contact Information
For any return, refund or exchange request, please contact us:
Email: damzel2024@gmail.com
Phone: +92 313 0709828