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Frequently Asked Questions

Account

1. Can I order if I have not registered on Dhani?

A: It is mandatory to register with your mobile number on Dhani to place an order. 

2. Can I change my registered email ID and phone number?

A: Yes, you can change your registered email address or phone number from account settings on the Dhani app. 

Order

1. I missed the delivery of my order today. What should I do?

A: Our delivery partner usually tries to deliver the  order on the next business day in case one has  missed the delivery order. You can reach out to us at 0124-6555555 in case of any query.

 2. The delivery of my order is delayed. What should I do?

A: On the rare occasion that your order is delayed, please check your email & messages for updates from Dhani about your order. You can also track the status of your order by visiting the My Orders section on the app or you can reach out to our customer service team at support@dhani.com 

3. What should I do if my order is approved but hasn’t been shipped yet?

A: The orders are usually shipped within 1-2 business days before the delivery date so that the shipment reaches you on time. In case your order hasn't been shipped within the above  time-frame, you may  contact our Customer Support at support@dhani.com to enable us to  look into it.

4. How do I know my order has been confirmed?

A: You shall receive an e-mail & SMS once you've successfully placed your order. We'll also share timely updates about your order along with the tracking number(s) for your shipment(s). You can track your orders from the 'My Orders' section on your Dhani account. In case of any concerns, please contact us at support@dhani.com

5. Can I change my delivery address after placing an order?

A: No, the address for the delivery of consignment can’t be changed once an order has been  placed for delivery. 

6. Where can I track my order?

A: Log on to your Dhani account, go to ‘Profile’ and click on ‘My orders’ to track your  order(s). Alternatively, You can check the status of your order(s) via a tracking link shared on your registered email . In case of any queries, please contact us at support@dhani.com

7. Can I pay with my card on delivery?

A: It is advisable to pay online while placing your orders or keep your cash handy as the card system may not be available at all times.

Delivery

1. Is Doorstep Delivery available across India?

A: Yes, we provide doorstep delivery all over India across most pin codes. However, there might be a chance that we aren’t delivering to some locations. We are constantly striving to reach more and more pin codes with each day.

2. What is the delivery fee? 

A: The delivery fee is calculated as per cart total weight, details as below:

- Under 1kg - Rs.0

- 1kg to 2kg - Rs.25

- 2kg to 3kg - Rs.50

- 3kg to 4kg - Rs.75

- 4kg to 5kg - Rs.100

Example: If your cart weight is 6.5kg, you will be charged for 6kg (6x25) since the delivery rate falls between the 6kg to 7kg bracket.

Payments

1. What can I do if the balance in my wallet is not enough to pay for my order?

A: You can add money to your wallet or choose to pay via your Credit Card, Debit Card, Net banking or UPI.

Cancellation & Return

1. If I request for a replacement, when will I get it? (return policy)

A: We do our best to ensure that the products you order(s) are delivered according to your specifications. However, if you receive an incomplete order, damaged or incorrect product(s), please notify us via email at support@dhani.com or call on: 0124-6555555 immediately or within 2 working days of receiving the products to ensure prompt resolution.

Please note that we do not offer replacements or exchanges for the following product categories: Injections, Health Monitor & Equipment, and Ortho Support. Also, Dhani reserves the right to refuse returns (or refunds) for certain products, as marked in the respective product pages as ‘Note: This item cannot be returned for a refund or exchange.’

2. What is the cancellation policy?

A: You can check out all the cancellation policy details on https://Dhani.com/return_policy/. In case of any further queries or concerns, please get in touch with us on 0124-6555555 or email us at support@dhani.com

3. Within how many days can I return my order? / How many days can I return my order in?

A: You can notify us within 24 hours of your delivery for any returns. Please connect with us on 0124-6555555 or email us at support@dhani.com

Wallet

1. What can I do if the balance in my wallet is not enough to pay for my order?

A: You can make the payment alternatively via cash on delivery, credit card, debit card, UPI or net banking or Dhani OneFreedom Card.

2. How do I add money to my wallet?

A: Log in to your Dhani App. On the main page, you will find the ‘wallet’ at the top of the screen. Click on the option “ add money”. Or, click on ‘Profile’ and under ‘Card Settings’ you can find the option to add money.

3. If I cancel or return an item from my order, will the amount be credited in my Wallet?

A: In case of a cancellation or return request, the amount would be refunded to your actual mode of payment. In case you chose COD, the amount would be credited to your Dhani wallet. Please get in touch with us on 0124-6555555 or email us at support@dhani.com for further query, if any.

Support

1. How can I connect with customer support?

A: You can log in to your account, go to ‘Profile’ and under the ‘Support’ section, you can choose to either chat with us or connect with us via phone or email. Or you can directly connect with us on the phone at 0124-6555555 or email us at support@dhani.com 

2. Where to contact in case of any queries or concerns?

A: Please connect with us over the call on 0124-6555555 or email us at support@dhani.com. Our customer support representatives are happy to help you all days, from 8am to 8pm.