Refund & Return Policy

At Dcock, we take quality seriously. Every product we ship is inspected before dispatch. However, we understand that issues can occasionally arise — and when they do, we are committed to resolving them fairly and quickly.

This policy applies to all purchases made on dcock.in. If you purchased a Dcock product through a dealer or third-party retailer, please contact that retailer directly for their return policy.

We accept returns in the following situations:

• Product damaged in transit — visible physical damage to the product caused during shipping; must be reported within 48 hours of delivery with photographs
• Wrong product delivered — if you receive a different product, grade, size or colour from what you ordered
• Manufacturing defect — a defect present at the time of manufacture, not caused by handling, installation or use; must be reported within 7 days of delivery
• Product significantly misrepresented — if the product is materially and substantially different from what was described on our website at the time of purchase
• Order not delivered — if your order is marked as delivered but not received, report within 48 hours and we will investigate

All eligible returns must be accompanied by your order number, photographs of the issue and the original packaging where possible.

• Cut, processed or installed products — once plywood, laminates or veneers have been cut, drilled, laminated, painted or installed, they cannot be returned under any circumstances
• Change of mind — we do not accept returns simply because you changed your mind, selected the wrong product or no longer need the item
• Natural wood variation — variation in grain pattern, shade, texture or knot position in wood, veneer or wood-grain laminates is a natural characteristic of the material and is not a defect
• Products without original packaging — items returned without their original packaging and in unsellable condition
• Custom or made-to-order products — products cut to specific dimensions, custom laminate orders or specially sourced items
• Damage due to improper storage — warping, swelling or delamination caused by exposure to moisture, direct sunlight or improper site storage
• Damage due to improper installation — damage caused by incorrect fixing, wrong adhesive use or installation by unqualified persons
• Damage due to misuse — using a product outside its specified application (e.g. using MR-grade plywood in wet areas)
• Products reported after 48 hours — transit damage reported more than 48 hours after delivery will not be accepted
• Items purchased on sale or at special discounted prices — final sale items are non-returnable unless damaged or defective

Follow these steps to initiate a return:

How refunds are processed:

• Refunds are credited to the original payment method used at the time of purchase
• UPI and net banking refunds: 3–5 working days
• Credit and debit card refunds: 5–7 working days (depending on your bank)
• Razorpay wallet refunds: 1–3 working days

What is refunded:

• Full product cost including GST
• Original shipping charges — only if the return is due to our error (damaged, wrong or defective product)
• Shipping charges are non-refundable if the return is for any other reason

You will receive an email confirmation once your refund has been initiated from our end.

We offer product exchanges in the following situations:

• Wrong product delivered — we will exchange for the correct product at no additional cost
• Manufacturing defect — we will exchange for an identical replacement product if available

We do not offer exchanges for change of mind, wrong size selected by the customer, or natural wood variation.

If the replacement product you need is out of stock at the time of the exchange, we will issue a full refund instead.

To request an exchange, follow the same process as a return (Section 04) and specify that you would prefer an exchange over a refund.

We package all products carefully to minimise transit damage. However, damage can occasionally occur during shipping — especially for large items like plywood sheets and flush doors.

What to do if your delivery arrives damaged:

1. Do not refuse the delivery — accept it and note the damage on the delivery receipt before signing
2. Take clear photographs of the damaged packaging and the damaged product immediately
3. Contact us within 48 hours of delivery — WhatsApp or email is fastest
4. Share your order number, delivery date and photographs
5. Do not use, cut or install the damaged product — this will void your claim

Once your claim is verified, we will arrange a full replacement or refund within 7–10 working days at no cost to you.

Cancelling before dispatch: If you wish to cancel your order before it has been dispatched, contact us immediately at info@dcock.in or +91 883 768 4890. If the order has not yet been dispatched, we will cancel it and issue a full refund within 3–5 working days.

Cancelling after dispatch: Once an order has been dispatched, it cannot be cancelled. You may initiate a return once the product is delivered, subject to the conditions in Section 02 and 03.

Custom or large orders: For custom-cut, made-to-order or large volume orders, cancellation may not be possible once production or sourcing has begun. Please contact us as early as possible if you need to cancel.

Cancelled by Dcock: If we cancel your order for any reason (stock unavailability, pricing error, payment issue), you will receive a full refund including any shipping charges paid, within 3–5 working days.

For all return, refund, exchange or cancellation requests, please contact our customer support team. We aim to respond to all requests within one business day.

When contacting us about a return or refund, please always include your order number and photographs of the issue. This helps us resolve your case as quickly as possible.