Refund and Cancellation Policy
Effective date: November 2, 2026
This policy is part of our Terms and Conditions. It explains when you can cancel, when you get money back, and how to report a problem. Please contact us before disputing a charge with your bank: we can usually fix things faster. Email support@desidots.com or use “Need help with this order?” on your order page. We reply within 24 hours.
1. Cancelling an order yourself
Many of our products are freshly prepared, and the Vendor starts preparing your order soon after you pay. So you can cancel a paid order in the app (Orders, open the order, “Cancel order”) within 2 hours of paying, as long as the Vendor has not shipped it. After 2 hours it can no longer be cancelled in the app, except in the cases in the table below and in section 2. Once an order has shipped it cannot be cancelled (see section 5).
| Situation | What you get back |
|---|---|
| You cancel an order you have not paid for | Nothing was charged. The payment page is closed. |
| You cancel a paid order within 2 hours of paying, before it ships | A full refund: the price of the items and shipping. |
| The Vendor has not shipped your order 8 days after you paid | You can cancel in the app for a full refund. |
| Event tickets | Not refundable once bought, unless the organiser cancels the event. See section 7. |
If the Vendor is late. Vendors must ship within 2 business days (USA stores) or 5 business days (India stores) of your payment. Once your order has shipped, delivery time depends on the carrier and customs. A slow carrier or a customs delay within the usual delivery time is not a reason for a refund (see section 4 if the parcel is lost or very late).
2. When a Vendor cannot supply your order
-
The whole order cannot be supplied. The order is cancelled and you receive a full refund.
-
Only some items cannot be supplied. We tell you in the app. You choose:
- Ship the rest. You are refunded the price of the missing items. Shipping stays, because the rest of your order is still shipped.
- Cancel the whole order. You are refunded everything.
If you do not answer within 24 hours, we ship the rest and refund the missing items. You can cancel the whole order at any time before that.
3. Payments that arrive late
If you pay after an order was cancelled (for example you left the payment page open and paid after the time ran out), we refund the whole payment automatically, including the fee, and tell you in the app.
4. Problems with an order that has shipped
Report every problem in writing to support@desidots.com with your order number. Keep the packaging. The time limits below keep claims fair and let us check with the Vendor and the carrier.
| Problem | Report it within | What to send | What we do |
|---|---|---|---|
| Not received (USA stores) | 7 days after the estimated delivery date, and no later than 45 days after the order was shipped | Order number | We check tracking and ask the Vendor and carrier. If it is lost or cannot be found, the Vendor reships or you are refunded. |
| Not received (India stores) | 14 days after the estimated delivery date, and no later than 60 days after the order was shipped | Order number | Same. Parcels held or returned by customs are covered in section 6. |
| Damaged, spoiled, wrong or defective item | 7 days after delivery. Food and other perishable items: 48 hours | Clear photos of the item, the packaging and the shipping label | We review it with the Vendor. For items worth about $15 or less we refund the affected item. For higher-value items the Vendor sends a replacement or we refund, and we take your preference into account. If the mistake was the Vendor’s, shipping for the item is refunded too. |
| Missing item from a delivered parcel | 7 days after delivery | Photos of the parcel and contents | The missing item is sent or refunded. |
A claim made after these times, or without the details above, may be declined. We decide claims fairly using tracking, photos, and information from the Vendor and the carrier.
Changing your mind after shipping. Orders cannot be returned or refunded only because you changed your mind, unless the Vendor’s own page says it accepts returns. Perishable food, opened items, personalised items and items made to order cannot be returned. If a return is agreed in writing, it must be approved by us first, and the return shipping cost is yours unless the item was wrong or damaged.
5. What is not refunded
- Shipping once an order has shipped, unless the item was lost, damaged or wrong because of the Vendor or carrier.
- Import duties, customs fees and taxes you chose to pay on an order from an India store without contacting us first. (India stores ship duty-paid, so if you are asked to pay, email us before you pay and we will sort it out with the Vendor.)
- Items you refuse or fail to collect, or that are returned because of a wrong or incomplete address.
- Orders where we find the claim to be untrue, or the item was used, damaged by you, or misdescribed by you.
6. Orders from India: customs
Parcels from India pass through US customs. Customs may inspect, delay, hold, return or destroy a parcel. If a parcel is held or returned by customs because the item is restricted or the paperwork was wrong on the Vendor’s side, we work with the Vendor to refund or reship the order. If it is held or refused for a reason connected to you (for example the address is wrong, or you refuse the parcel), the order is not refunded. See the Shipping Policy.
7. Event tickets
- Tickets cannot be cancelled or refunded once bought, unless the event is cancelled. Please check the date, time, place and ticket type before you pay.
- If the organiser cancels the event, you are refunded the full ticket price, with no need to ask. If the event is postponed, your ticket normally stays valid for the new date; if you cannot attend the new date, contact us within 14 days of the announcement.
- If the organiser changes the event in a way that makes it very different (for example a new city), email support@desidots.com with your order number and we will look at it. Tickets cannot be cancelled in the app.
8. How and when refunds are paid
- Refunds go back to the card you paid with. We cannot refund to a different card or account.
- We send approved refunds promptly. Your bank can take 5 to 10 business days to show the money.
- We send you a notification when a refund is sent.
- Refunds are in US dollars, for the amount you paid. We are not responsible for exchange rates or fees charged by your bank.
9. Chargebacks and abuse
Please contact us first. We reply within 24 hours and most problems are fixed quickly. If you instead dispute a charge with your bank, we give the bank our records (tracking, delivery confirmation, photos and messages). If a charge you disputed was valid, or you were already refunded, then to the extent the law allows we may close your account and recover the amount, any dispute fee our payment provider charges us, and our reasonable costs. We may refuse refunds and close accounts where we find repeated untrue claims or abuse of this policy.
10. Contact
support@desidots.com.
Customer support: https://www.desidots.com/contact/.