We are committed to provide our customers complete satisfaction. We strive to enhance the shopping experience of our customers, while providing the best quality products. In order to ensure the same, we are always ready and willing to go the extra mile for our customers.
In case you are unsatisfied with the product received, we request you to contact our Customer Care team at firstname.lastname@example.org and we shall revert back to you at the earliest.
To maintain strict hygiene of our products, we do not accept returns on Innerwears, Vests, Underwears, Briefs, Bras, Panties, Camisoles, Tank Tops, Shapewears, Thermals, Socks or any other product falling under innerwear category. However, we do accept returns on outer wears subject to following criteria:
- The product(s) should be purchased only from www.donkeyonline.in and not from any other retailer be it online or offline.
- Return request should be raised within 7 days from the date of delivery.
- Product(s) should be unused (other than fit trial) and unwashed.
- There should be no stains, marks, stitches or holes in the product(s) caused by the consumer.
- All the tags and original packaging should remain intact and should be sent along with the product(s).
- Original Invoice shall be returned with the product(s).
- Product(s) should reach us in sellable condition.
- Kindly note that during a promotion, specific rules will apply for returning a promotional product. We do not accept returns on consumer promotion / freebies if the correct product has been delivered, only in case we send a wrong product or wrong size we will accept return.
Please note that we do not accept return of any product(s) which is not purchased from www.donkeyonline.in. We do not take any responsibility of any such product(s) sent to us.
Damage Of External Packaging
On receipt, if it is noticed that the external packing of the consignment is damaged or tampered with, we recommend not accepting the package and putting your remarks on the courier delivery sheet and raise a complaint with us immediately. We shall handle such issues strictly and directly with the respective courier company.
In such an event, kindly intimate us with the details of your order. Once the package is received back at our warehouse, we will cancel the order.
In case of Pre-paid (Credit Card, Net Banking, Debit Card) order, we will refund the money in your banking account.
If case of Cash-on-Delivery (COD) order, we will cancel the order without any refund.
Product Received in Damaged Condition or with Manufacturing Defect or Wrong Product Delivered
a) Return via Donkeyonline.in:
In the unlikely event that any product you have ordered from us is not received in good condition, or is damaged or defective, or if product delivered is different from what you had ordered, you may return the product unused, unwashed and in the same condition as you received it, with its original packaging along with original tags and invoice for refund, within 7 days from the date of delivery.
In such an event, kindly retain all packaging materials and contact us immediately at 022-28737810. Our Customer Care Team will give you instructions on how to handle this scenario. We will help you with the refund of your money and give you confirmation to proceed for the refund process.
DO NOT return any product, before receiving confirmation from our team for the same. In case any product is returned without such confirmation, we do not guarantee any credit or refund.
Once Quality Check Team has received the returned goods, the team shall examine the returned products for all defects/variations, on the basis of the customer’s claim. Upon confirmation from our Quality Check Team that the refund is acceptable, we shall refund the money subject to fulfilment of Return conditions. We shall send you an email and / or SMS regarding return acceptance or return rejection.
In case it is found on examination of product/invoice/order receipt that the error/defect/damage/delay has occurred due to customer, then the customer will not be entitled to any fresh piece of Product or Refund and the same product as purchased by the customer will be returned to the customer.
b) Return through Self-Shipment:
We provide Reverse pickup option depending on the area / pin code and the charges for collecting the same will be borne by us. In case where reverse pickup is not possible, customer is requested to return the product(s) in original packaging, tags, unused to Donkey Lifestyle by courier. You need to send the return at below mentioned address:
DONKEY LIFESTYLE PRIVATE LIMITED
124, Master Mind -1, Information Technology Park,
Royal Palms Estate, Goregaon East,
Mumbai 400065, Maharashtra, INDIA.
Once Quality Check team has received the returned goods, the team shall examine the returned products for all defects/variations, on the basis of the customer’s claim. Upon confirmation from our Quality Assurance Team that the refund is acceptable, we shall refund the money subject to fulfilment of Return conditions. In case it is found on examination of product/invoice/order receipt that the error/defect/damage/delay has occurred due to customer, then the customer will not be entitled to any fresh piece of Product or Refund and the same product as purchased by the customer will be returned to the customer.
DONKEY Lifestyle will issue a gift coupon upto a maximum of Rs. 100/- against the shipping charges, which can be only redeemed by the customer at www.donkeyonline.in.
Post receipt of the returned Product(s), our Quality Check team will inspect the same. Once approved as an eligible return, we will initiate the refund for your transaction. If however the return is not approved as an eligible return, we will courier the same Product(s) back to you. In either scenario your return issue will be closed within 7 to 10 days of our receiving of the return package from you.
Except for the events as explicitly stated in this Policy, you will not be entitled for any cash refunds as per our policy. Return will only be made in form of credit to your Bank account. With respect to the products returned by you, the decision taken by our Quality Check Team shall be final and binding.
We may provide Refunds in the event of:
(i) Cancellation by Customer or DonkeyOnline.in (DONKEY Lifestyle Pvt. Ltd.), prior to the shipment of the products ordered / purchased;
(ii) Return of one or more products purchased by the Customer, subject to eligibility for Return.
The refund in above scenarios will be as per the manner set out hereunder:-
a) Refunds for Pre-paid Orders:
If you have paid using a credit card, refund will be credited to your credit card account, (Will be reflected in next statement) within 5 to 7 working days. If you have paid using debit card/internet banking, amount will be refunded to your bank account within 7 to 14 working days. However, the actual credit to your account will depend on your banks processing time. If you do not receive a credit within this time, please check with your bank and let us know if you face any issues with the same.
b) Refunds for Cash-On-Delivery (“COD”) Orders:
In case the customer has returned one or more products purchased using COD payment method, the customer has to provide below Bank Account details for refund:
1) Bank Account number
2) Account holders name
3) Bank branch
4) Bank name
5) IFSC Code
6) Order ID
7) Product Name against which refund has to be initiated
The amount will be refunded in the Bank account through Electronic Funds Transfer. We do not provide any cash /cheque / DD refund.
Except for the events as explicitly stated in this Policy, you will not be entitled for any refund.
c) Refund Timelines
We usually initiate eligible refunds within 7 working days from receipt of product(s) at our warehouse. We will keep you informed via email on the refund status. Kindly note that refund to the customer’s bank or credit card account is subject to estimated processing timelines by banks as indicated here under.
Refund Receipt Time (After Initiation)
5 to 7 Banking Days
Credit in Bank Account
7 to 14 Banking Days
Credit in Bank Account
7 to 14 Banking Days
2 to 4 Banking Days
The Customer should take note of the following:
Since the products are manufactured in assortment, there may be possibilities that colours of the product delivered may vary in actual colour. In case of Prints or Checks, we produce various patterns in assortment, so actual print or check of the product delivered might be different from product shown on the website. Customers are requested to read all the details and disclaimer on product page before placing the order.