Refund policy

Damage, defects, incorrect or materially different items

If an item arrives damaged, defective, incorrect or materially different from what was ordered, please contact us within 48 hours of delivery. Issues not reasonably visible at delivery should be reported promptly after discovery. This reporting window does not limit your statutory rights.

Supporting evidence and return instructions

Please share your order number, a description of the issue, clear product photographs and packaging or shipping-label photos where relevant. An unboxing video is strongly recommended, particularly for transit damage, to help resolve the issue quickly; other reasonable evidence is also accepted. A video is not mandatory.

Please retain the affected product, shipping label and original packaging until the claim is resolved. Please do not send an item back before receiving return instructions from DhagaTales.

Resolution and shipping costs

Once the issue is reviewed and verified, we will provide an appropriate resolution such as replacement or refund. DhagaTales bears applicable return and replacement shipping costs where the issue is attributable to us or our fulfilment process. Store credit may be offered as an option and is never mandatory. Your statutory remedies remain unaffected.

Handmade variations

Every DhagaTales product is individually handcrafted. Minor variations in stitch tension, shape, flower placement, yarn shade, finishing and approximate dimensions are natural characteristics, not defects, where the product materially matches its description and photographs. Colours may appear slightly different with lighting, photography or screen settings. This does not excuse a material mismatch or a genuine defect.

Change of mind and hair-accessory hygiene

We do not accept returns or exchanges solely for change of mind, personal preference, minor handmade variations or slight screen-related colour differences. This does not affect remedies for items received damaged, defective, incorrect or materially different from what was ordered.

For hygiene reasons, hair accessories that have been worn or used cannot be returned or exchanged unless received damaged, defective, incorrect or materially different from the order. This restriction applies to hair accessories, not bouquets, flowers, décor or other gifting products.

Care and damage after delivery

Normal wear and tear, misuse, accidental damage, cutting, alteration, stretching, improper storage, washing contrary to care instructions or damage from handling after delivery are not manufacturing defects. This does not exclude a genuine manufacturing defect discovered after delivery.

Exchanges

Exchanges are not offered solely for change of mind or personal preference. For verified damaged, defective, incorrect or materially different items, we will agree an appropriate replacement or refund; availability of a replacement does not remove your statutory remedies. Please contact us before sending any item back. Remedies available under applicable law for late delivery also remain unaffected.

Cancellation

Ready-stock orders may be cancelled, or their address corrected, at no charge until the shipping label or AWB is generated. After that, or after dispatch, cancellation or changes may no longer be possible.

Only where a made-to-order, customised or personalised order has expressly been agreed, cancellation is available until production or personalisation begins. After it begins, change-of-mind cancellation cannot normally be accepted. Routine customisation is not offered. Remedies for damaged, defective, incorrect or materially different products remain available.

Refused or undeliverable orders, including Partial COD

If a prepaid or Partial COD parcel returns because of refusal, incorrect or incomplete address, wrong PIN code, recipient unavailability, an unreachable recipient or repeated unsuccessful attempts attributable to the customer or recipient, actual forward and return logistics costs may be adjusted against amounts already paid, subject to applicable law. We will explain any deduction and will not recover the same cost twice. Any eligible balance will be refunded after the parcel safely returns. Reshipment may be arranged after agreeing the new shipping charge.

These deductions do not apply to failures caused by DhagaTales, its fulfilment process or the courier, or to a justified refusal arising from our error. The advance is not automatically forfeited. Repeated refused or customer-caused undeliverable Partial COD orders may require prepaid payment for future orders.

Refund timing and method

Approved refunds are initiated within 5 business days. Banks or payment providers may take approximately 7–10 additional business days to reflect the amount. Online payments are refunded to the original payment method where possible. If a payment collected at delivery cannot be refunded that way, we will agree a suitable refund method with you. Store credit is optional.

Policy updates

We may update these policies as our products, fulfilment processes, payment methods, courier arrangements or applicable requirements change. Orders will generally be handled under the policies and terms applicable when placed, subject to applicable law.

Contact and full policies

Please contact us through our Contact Us page with your order number and relevant details. Read our full Shipping Policy and Return and Refund Policy.