Return & Exchange Policy — Dolphin Industries (Dolphin Cutlery)

At Dolphin Industries, we take pride in the quality of our stainless steel and PVD gold-plated cutlery, tableware, and kitchenware. If something isn't right with your order, we're here to help. Please read our Return & Exchange Policy below.

1. Return & Exchange Eligibility

You may request a return or exchange within [3–7 days] of receiving your order if:

• The item arrived damaged, defective, or with a manufacturing fault (e.g., rust, chipped coating, broken parts).
• You received the wrong product (incorrect design, set, or quantity) compared to what you ordered.
• The item is missing pieces from the advertised set (e.g., incomplete cutlery set).

2. Conditions for Return/Exchange

To be eligible, the item must meet the following conditions:

• The product must be unused, unwashed, and in its original condition, with no signs of use.
• The item must be returned in its original packaging, including any boxes, stands, or protective wrapping.
• A copy of the order confirmation, invoice, or receipt must be provided.
• Claims must be reported within 3 days of delivery, along with clear photos/videos of the product and packaging.

3. Non-Returnable Items

The following are not eligible for return or exchange:

• Products that have been used, washed, or show signs of wear.
• Items damaged due to misuse, mishandling, or improper cleaning (e.g., use of abrasive scrubbers or harsh chemicals on plated cutlery).
• Products purchased on clearance/final sale, unless defective.
• Change-of-mind returns after the item has been used or unpacked beyond inspection.
• Custom or special-order items (if applicable).

4. PVD Gold Plating & Lifetime Guarantee Items

• Products advertised with a plating/finish guarantee are covered against manufacturing defects in the coating (e.g., peeling or discoloration under normal use).
• This guarantee does not cover damage caused by dishwashers, abrasive cleaning tools, harsh chemicals, or general wear over time.
• To claim under this guarantee, contact our support team with photos and your order details.

5. How to Request a Return or Exchange

1. Contact us within the eligible time window via:
• Phone/WhatsApp: 0328-1710000
• Email: dolphinindustries009@gmail.com
2. Provide your order number, a description of the issue, and clear photos/videos of the product and packaging.
3. Our team will review your request and confirm whether it qualifies for a return, exchange, or replacement.
4. If approved, we'll guide you on the next steps (return shipping, pickup, or replacement dispatch).

6. Exchange Process

• Once your returned item is received and inspected, we will notify you of the approval status.
• Approved exchanges will be shipped out within 3 business days.
• If the requested replacement item is out of stock, we will offer a suitable alternative or store credit.

7. Refunds

• WE DON’T OFFER REFUND but to REPLACE & ECHANGE INSTEAD

8. Return Shipping Costs

• If the return is due to a defect, damage, or our error, Dolphin Industries will cover the return shipping cost.
• If the return is due to a change of mind (where accepted) or customer error, the customer is responsible for return shipping charges.

9. Damaged or Incorrect Items on Arrival

• Please inspect your parcel at the time of delivery, if possible.
• If you notice damage or an incorrect item, contact us within 3 of delivery with photos of the product, packaging, and shipping label.

10. Contact Us

For any return or exchange requests, reach out to our support team:

• Phone/WhatsApp: 0328-1710000
• Email: dolphinindustries009@gmail.com
• Website: dolphinindustries.pk