Purchase Options Cancellation & Right of Withdrawal Policy

Last Updated: June 2026

1. Order Cancellation Before Shipment

Customers may request cancellation of their order at any time before the order has been shipped or fulfilled.

If the order has not yet been dispatched, Dookan will cancel the order and issue a full refund, including any delivery charges paid during checkout, to the original payment method.

Once an order has been shipped or fulfilled, it can no longer be cancelled. Customers may instead exercise any applicable statutory right of withdrawal as described below.

2. EU Right of Withdrawal

If you are purchasing as a consumer within the European Union, you may have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

To exercise your right of withdrawal, you must notify Dookan of your decision to withdraw before the withdrawal period expires. You may do so by submitting the withdrawal form available on our website or by contacting our Customer Support team.

This right of withdrawal applies only to consumers and does not apply to purchases made by businesses or persons acting in the course of their trade, business, craft or profession.

3. Products Excluded from Withdrawal Rights

In accordance with applicable consumer protection laws, the right of withdrawal does not apply to:

  • Goods that are liable to deteriorate or expire rapidly.

  • Fresh or perishable food products.

  • Fresh fruits, vegetables, herbs, paneer, dairy products, bakery products, fresh sweets, fresh batter products and similar perishable goods.

  • Sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been removed after delivery.

  • Goods made to the consumer's specifications or clearly personalised.

  • Any other products excluded from withdrawal rights under applicable law.

Many fresh and refrigerated food products sold by Dookan are therefore excluded from the statutory right of withdrawal.

These exclusions do not affect your legal rights relating to damaged, defective, incorrect, or missing products.

4. Returning Eligible Products

Where a withdrawal right applies, you must send back the goods without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.

Returned products should:

  • Be complete and include any accessories, manuals, and packaging where reasonably available.

  • Not be handled beyond what is necessary to establish their nature, characteristics, and functioning.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to inspect them in a manner that would be permitted in a physical retail store.

5. Return Shipping Costs

Where a withdrawal request is based on a change of mind and the statutory right of withdrawal applies, the customer is responsible for the direct cost of returning the goods.

If the return relates to a damaged, defective, incorrect, or missing item, Dookan will review the case and provide an appropriate resolution in accordance with applicable law and our Refund Policy.

6. How to Submit a Withdrawal Request

To exercise your withdrawal right, please contact us using one of the following methods:

Email: support@dookan.com

Web: Support Widget

Once we receive your withdrawal request, we will send confirmation of receipt and provide further instructions where applicable.

7. Refund Processing

Upon receiving a valid withdrawal request, Dookan will reimburse all payments received from the customer, including the cost of the least expensive standard delivery option offered at checkout.

Any additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery option offered by Dookan will not be reimbursed.

Refunds will be made using the same means of payment used for the original transaction unless expressly agreed otherwise.

Dookan will process the reimbursement without undue delay and no later than 14 days from the date on which we are informed of the customer's decision to withdraw.

However, Dookan may withhold reimbursement until the returned goods have been received or until the customer has supplied evidence of having sent back the goods, whichever occurs first.

Refund processing times may vary depending on the payment provider.