Refund policy
Return and Refund Policy — Darzai
At Darzai, your satisfaction is our priority. Please read our Return and Refund Policy carefully before making a purchase.
1. Returns — Physical Products
We accept returns on physical products (thuya wood jewelry boxes, handcrafted bags) within 30 days of the delivery date, subject to the conditions below.
1.1 Eligibility for Returns
To be eligible for a return, your item must:
- Be returned within 30 calendar days of the delivery date
- Be in its original, unused condition
- Be in its original packaging (or securely repacked to prevent damage in transit)
- Not be a personalised or made-to-order item
Items that show signs of use, damage caused by the customer, or that are returned after the 30-day window will not be accepted and will be returned to sender.
1.2 Defective or Damaged Items
If you receive a product that is defective, damaged, or incorrect, please contact us within 7 days of delivery at contact@darzai.com with your order number, a description of the issue, and photographs. We will offer a replacement or full refund at no additional cost to you.
2. How to Initiate a Return
- Email contact@darzai.com with your order number and reason for return. Subject line: "Return Request – Order #[Your Order Number]".
- Wait for our confirmation email with your RMA number and return shipping address. Do not send items back without this confirmation.
- Carefully repack the item and include your order number and RMA number inside the parcel.
- Ship your return using a trackable service and keep your proof of postage.
- Once received and inspected (within 5 business days), your refund will be processed within 5–10 business days to your original payment method.
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part. Original shipping costs are non-refundable unless the return is due to our error.
4. Exchanges
We do not offer direct exchanges. If you would like a different product, please return your item for a refund and place a new order.
5. Order Cancellations
To cancel an order, please contact us immediately at contact@darzai.com. Once an order has been dispatched, it cannot be cancelled and our standard return policy will apply.
6. Contact Us
Email: contact@darzai.com
We aim to respond to all enquiries within 2 business days.
Last updated: June 2026