Refund & Cancellation Policy

Last Updated: December 19, 2025

At Dreampiks, your complete satisfaction is our top priority. We are committed to providing high-quality sports gear and apparel, but we understand that sometimes purchases may not meet your expectations. This Refund & Cancellation Policy ("Policy") outlines the procedures for cancelling orders and obtaining refunds for products purchased through our website at https://dreampiks.com/ ("Website"), operated by BITLABS Services, a proprietorship firm owned by Banoth Raju, with its principal place of business at H No: 15-11-94, Back side of HP Petrol Bunk, Vdos Colony, Khammam, Telangana - 507001, India (hereinafter "we," "us," or "our").

By placing an order on the Website, you agree to the terms of this Policy. We strive to make the refund process as seamless and transparent as possible, ensuring quick resolutions while maintaining fairness for all customers. This Policy complies with applicable Indian consumer protection laws, including the Consumer Protection Act, 2019. Please read it carefully before making a purchase. If you have any questions, contact our support team at support@dreampiks.com. We reserve the right to update this Policy at any time, with changes effective upon posting on the Website.

1. Order Cancellations

Cancellations are accepted only before the order is processed and dispatched from our warehouse. This helps us manage inventory efficiently and minimize waste in our supply chain.

• Timeframe: You may cancel your order within 2 hours of placement. After this window, cancellations are not possible once the order enters the processing stage.
• How to Cancel: Log in to your account dashboard (if available) and select the "Cancel Order" option, or email us at support@dreampiks.com with your order number, full name, and reason for cancellation. We will confirm the cancellation via email within 24 hours.
• Refund for Cancellations: If approved, a full refund of the product price (excluding any shipping fees already charged) will be issued to your original payment method. For Cash on Delivery (COD) orders, the refund will be processed as a bank transfer upon verification.
• Exceptions: Custom or made-to-order items cannot be cancelled once confirmed. In cases of stock shortages or pricing errors, we may cancel proactively and notify you immediately with a full refund.

We encourage you to review your order details, including product specifications, size charts, and delivery estimates, before confirming to avoid the need for cancellation.

2. Returns and Eligibility for Refunds

If your order has been dispatched, you may return eligible items for a refund under our 30-day return window. Returns must be initiated within 30 days from the date of delivery confirmation. This generous policy allows ample time to inspect and test your sports gear in real-world conditions.

2.1 Eligible Items

To qualify for a refund, returned items must meet the following criteria:

• Unused and in the same condition as received, with all original packaging, tags, labels, and accessories intact.
• Not washed, worn, altered, or damaged by the customer.
• Accompanied by the original invoice or order confirmation email.
• Shipped back to our return address in Khammam using the prepaid return label we provide (if applicable).

Examples of eligible categories include standard apparel (e.g., jerseys, shorts), equipment (e.g., balls, basic fitness tools), and accessories, provided they are returned as described.

2.2 Return Process

Follow these steps to initiate a return:

1. Contact us via email at support@dreampiks.com or through the Website's "Returns" section, providing your order number, item details, and reason for return (e.g., wrong size, doesn't fit, or change of mind).
2. We will review your request and send a Return Merchandise Authorization (RMA) number within 24-48 hours.
3. Pack the item securely, include the RMA number on the package, and ship it using the provided instructions. For prepaid returns (available in select areas), use our partnered courier; otherwise, retain proof of shipment.
4. Upon receipt at our warehouse (typically 3-5 business days for inspection), we will verify the condition and process your refund.

Refunds are issued to the original payment method: credit/debit card refunds appear within 5-7 business days; bank transfers for COD take 7-10 business days; digital wallet refunds are instant where supported.

3. Non-Refundable Items and Fees

To protect product integrity and hygiene, certain items are non-returnable. We clearly indicate these on product pages to help you make informed decisions.

• Personalized or Custom Products: Items engraved, embroidered, or customized (e.g., printed jerseys with names) cannot be returned unless defective.
• Hygiene-Sensitive Items: Undergarments, swimwear, socks, or any opened personal care products related to sports (e.g., used insoles).
• Perishables or Consumables: Nutritional supplements, energy bars, or items with expiration dates.
• Shipping and Handling Fees: Original shipping costs are non-refundable, except in cases of our error (e.g., wrong item shipped). Return shipping is at your expense unless the return is due to a defect or our mistake, in which case we cover it fully.
• Restocking Fees: A 10% restocking fee may apply for returns due to customer error (e.g., wrong size selected), but not for defects.

4. Damaged, Defective, or Incorrect Items

We take quality seriously and inspect every item before dispatch. However, if you receive a damaged, defective, or incorrect product, we will make it right at no additional cost to you.

• Reporting Timeframe: Notify us within 48 hours of delivery via email or the Website, including photos/videos of the issue, order details, and a description.
• Resolution Options: Choose between a full refund, replacement (if available), or store credit. Replacements ship within 2-3 business days.
• Process: We provide a prepaid return label. After inspection (3-5 days), your chosen resolution is processed immediately.
• Our Errors: If we ship the wrong item or it's damaged in transit (verified by carrier), we cover all shipping and refund fees.

In rare cases of widespread issues (e.g., batch defects), we may offer proactive solutions like class-wide refunds or exchanges.

5. Digital Products and Wallet Credits

For digital downloads (e.g., e-guides for training) or wallet top-ups used for purchases:

• Digital Products: Non-refundable once downloaded or accessed, as they are immediately consumable.
• Wallet Credits: Once added to your account and used, credits are non-refundable. However, if added in error (e.g., duplicate charge), we process refunds upon verification within 7 days.
• Exceptions: Full refunds for technical failures preventing access, with proof required.

Unused wallet credits remain valid for 12 months from addition and can be applied to future orders.

6. Refund Processing and Tracking

Once approved, refunds are processed promptly:

• Timeline: 7-10 business days for most methods; up to 15 days for international cards.
• Tracking: You'll receive an email confirmation with refund details. Monitor your bank statement for the credit.
• Disputes: If a refund doesn't appear, contact your bank first (as processing delays can occur), then us with transaction proof.

We maintain detailed records for all refunds to ensure compliance and transparency.

7. Exceptions and Special Circumstances

In unforeseen situations, such as force majeure events (e.g., natural disasters affecting delivery) or government restrictions, we may extend return windows or offer alternative resolutions. During promotional sales, return policies may have additional terms—always check the fine print.

For bulk or wholesale orders, custom arrangements apply; contact us in advance.

8. Contact and Grievance Redressal

If you encounter issues with a return or refund, our support team is here to help. Email support@dreampiks.com or call +91-8179705997 (10 AM - 7 PM IST). We aim to resolve queries within 48 hours. For escalated complaints under consumer laws, you may approach the District Consumer Disputes Redressal Commission in Khammam.

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