Refund policy

At Dwell, we want you to be happy with your purchase. If you are not satisfied with an eligible item, you may request a return within 7 days of receiving your order, subject to the conditions below.

1. Return Period

You have 7 days from the date you receive your order to contact us and request a return.

Returns requested after the 7-day period may not be accepted unless required by applicable law.

To request a return, please contact us at:

Email: dwellastores@gmail.com

Please do not send an item back before contacting us and receiving return instructions from Dwell.

2. Return Eligibility

To be eligible for a return, the item should generally:

• Be unused and in the condition in which you received it.
• Be returned with its original packaging, where applicable.
• Include original tags, accessories, manuals, or other items supplied with the product, where applicable.
• Not show signs of misuse, damage, alteration, or excessive wear.
• Be accompanied by your order number, receipt, or other proof of purchase.

Certain products may have additional return requirements. We will provide the applicable instructions when your return request is reviewed.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If you receive an item that is:

• Damaged during delivery
• Defective
• Incorrect
• Missing an important component or accessory

please contact us as soon as possible at dwellastores@gmail.com.

Please include your order number and clear photographs or videos showing the issue. This helps us evaluate the problem and resolve it as quickly as possible.

If the issue is confirmed to be the responsibility of Dwell, the supplier, or the delivery/fulfillment process, Dwell will arrange an appropriate resolution, which may include a replacement, return, or refund.

4. Change-of-Mind Returns

If you simply change your mind about a purchase, you may request a return within the 7-day return period, provided the item meets our return requirements.

For approved change-of-mind returns, return shipping costs are the responsibility of the customer.

The original shipping or delivery charge, if applicable, may not be refundable.

5. Return Process

To request a return:

1. Contact dwellastores@gmail.com within 7 days of receiving your order.
2. Provide your order number and the reason for the return.
3. If requested, provide photographs or videos of the item.
4. Wait for Dwell to review and approve the return.
5. Follow the return instructions provided by our customer service team.
6. Send the item using the approved return method.

Please do not send products to an address without receiving return instructions from Dwell first.

Returns sent without prior approval may not be accepted.

6. Return Shipping

For an approved return caused by a damaged, defective, or incorrect item, Dwell will generally arrange or cover the reasonable return shipping cost.

For an approved change-of-mind return, the customer is responsible for the return shipping cost.

If a returned item does not meet our return conditions, additional shipping or other costs may apply.

7. Products Fulfilled by Third-Party Partners

Some Dwell products may be fulfilled from Dwell's own inventory, while other products may be fulfilled through third-party suppliers or fulfillment partners.

Regardless of how an eligible product is fulfilled, Dwell remains your point of contact for return and refund requests.

Where necessary, we may coordinate with a supplier, fulfillment partner, or shipping provider to process your return or resolve an issue.

8. Non-Returnable Items

Certain products may not be eligible for return because of their nature, hygiene requirements, customization, or other legitimate reasons.

These may include, where applicable:

• Personalized or customized products
• Products made specifically to a customer's specifications
• Certain personal-care or hygiene products
• Products that cannot reasonably be resold for health or safety reasons
• Gift cards
• Items clearly identified as non-returnable at the time of purchase

If you are unsure whether a particular product is eligible for return, please contact us before purchasing or before submitting a return request.

Nothing in this policy limits any rights you may have under applicable law.

9. Sale and Discounted Items

Unless otherwise stated on the product page or required by applicable law, sale or discounted items may be subject to specific return conditions.

If a sale item is eligible for return, the same 7-day return period and applicable return conditions will generally apply.

10. Exchanges

We do not guarantee direct exchanges because product availability can change.

If you would like a different product, size, color, or variant, we may ask you to return the original item, where eligible, and place a new order for the desired item.

11. Refunds

Once we receive and inspect an approved return, we will notify you whether the return has been accepted.

If your return is approved, the applicable refund will be processed to your original payment method, subject to the payment provider's processing procedures.

The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Where applicable, original shipping charges may not be refundable.

If you believe your refund has been approved but you have not received it within a reasonable processing period, please contact us at:

dwellastores@gmail.com

12. Refund Amounts

If a return is approved, the refund amount will generally correspond to the eligible amount paid for the returned product.

We may deduct or withhold amounts where permitted by applicable law, including where:

• The returned item does not meet our return conditions.
• The item is damaged due to customer misuse or improper handling.
• Certain shipping or delivery charges are non-refundable.

We will communicate any applicable deduction before processing the final refund where reasonably possible.

13. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at dwellastores@gmail.com.

We will try to accommodate cancellation requests received before the order has been processed or shipped.

Once an order has been processed or shipped, it may no longer be possible to cancel it, and you may instead need to follow the applicable return procedure.

14. Contact Us

If you have any questions about returns, refunds, exchanges, or this policy, please contact us:

Dwell
Shop 14-15, usman chamber, wavier line, marriot road, karachi, Pakistan

Email: dwellastores@gmail.com
Phone: +92 321 2362619