Return/Exchange Policy

Can I return a product ordered from DCGpac?

Yes, you can. We have a 5-day return/ exchange policy that applies after receiving your order. The refund amount is only on the order value and does not include the shipping cost.

For eligible products: Buyer may raise the return/ replacement request for any one of the following reasons:

• The product is damaged/defective
• Does not match the description given on the website.
• The product received is of the wrong colour/size/quantity.
• There are missing accessories/items/parts
• Wrong item send

Customer is not eligible: For the below return/replacement

• Any product/ products which has been customised or made to order
• Explicitly marked non-returnable on the website
• No longer needed
• Customer used the products or and leads to tearing / damage

Guidelines for Returns & Replacements for items that have been opened

1. For Products purchased on DCGpac, in the event the customer has any concern with the Product, the customer shall raise a Return/Exchange request within 5 days of product delivery. In case a product is damaged or the wrong item has been sent, raise the request within 48 hours of product Delivery.
2. The customer must share the video with the Customer care team while opening the package in case of an Empty Package/Quantity issue.
3. Customers must share photographs (Exterior image of the box from all sides, Interior image with packaging, damaged product image, image of the shipping label) with the Customer care team in case of damaged or wrong product (Videography will be highly appreciated) within 48 hours of delivery.
4. In the case of Industrial goods returns will be accepted only in case of wrong, defective, damaged products.
5. In case of a faulty electronics product, the customer needs to contact the nearest service centre for repair/ replacement.
6. All products must be in new and unopened condition with all the original packing, tags, inbox literature, warranty/ guarantee card, freebies and accessories including keys, straps and locks intact.

Refunds / Returns shall NOT be allowed in the following cases:

1. Return request is made outside the specified time frame of 5 days as specified above.
2. In case where price tags, labels, original packing, freebies and accessories, box are missing.
3. If the Product is damaged by the customer, in any manner as may be determined by DCGpac at its sole discretion.
4. If the Product has been used by the customer.
5. If the Product sold as a combo/set cannot be returned as an individual Product.

Please email us at support@dcgpac.com for your return/replacement request along with your order details.

Can I cancel an Order?

Cancellation is possible within 24 hours of placing the order if it has not been dispatched yet. If an order has been dispatched then only return guidelines are applicable. Customised and made-to-order products cannot be cancelled once it has been processed. If the cancellation has been accepted then you would be eligible for a full refund of your “pre-paid” orders.

How can I return items?

Once a return has been authorized by us then we would ask our courier partners to initiate a pickup. Please note you would need to pack the product and stick the address/return label before handing the product to our courier partner.

In case our courier partner does not have a return pickup service in your pin code, then we would let you know and you would need to arrange to self-return the products within 10 days of the return-related email being sent to you.

All returns should be sent to the following address quoting the order number  

DCGPAC Trading Co. LLC, P.O. Box: 118519, Warehouse no. 4, Marrakesh Street, Umm Ramool, Dubai - UAE

How and when will I get my refund?

Upon receipt of your returned items in our facility, our team will check the same and once accepted will authorize and initiate the refund process for all eligible items.

The refund will be issued within 3-5 working days to your Banking account. We would ask you to provide your Net banking details to facilitate a bank transfer of the amount.