Refund & Return Policy
At Durvient, we value customer satisfaction and strive to provide flexible and clear policies to address refunds and returns. This document outlines our practices to ensure transparency and ease of understanding.
Return Request Overview
- Our return process is simple and require minimal steps to complete.
- Products must be returned in their original, unused condition with all tags, accessories, and packaging intact.
- Certain product categories, such as consumables and customized products, are ineligible for returns unless damaged or defective.
Steps involved in processing of return/exchange
1. Evaluate products' return policy
2. Submit Request/Exchange Request
3. Await acknowledgment & return instructions
4. Ship the item back to us.
Return & Exchange Period
- Returns and exchanges are accepted for up to 5 days from the date of delivery.
- Only products marked as Returnable or Exchangeable are eligible for their respective processes.
Conditions for Returns & Exchanges
- The product must be in its original, unused condition with intact packaging.
- Avoid taping directly on the original packaging; ensure protective wrapping to prevent damage during return shipping.
- If the original packaging is damaged or tampered with, the return/exchange will be rejected, and the customer must arrange to collect the item from us within 5 days (at their own cost). If not collected, the package will be disposed off.
- An approved return request is valid for 2 working days.
- Acceptance of tampered/damaged packages voids return/refund requests.
Refund Eligibility & Process
- Eligibility:
- Only Returnable products are eligible for a refund.
- Refunds are not available for exchangeable products, even if the desired replacement is unavailable.
- Process:
- Refunds are processed within 7 working days of receiving and verifying the returned item.
- Refunds will be issued to the original mode of payment.
- You will receive a Refund Reference Number (RRN) via email once the refund is processed.
- If the amount isn’t credited within 5 working days, contact your bank with the RRN for further assistance.
- At no point, a refund amount can exceed the total order amount.
- Additional shipping fee will not be refunded.
- Customer Responsibility:
- Review product details carefully before purchase.
- Seek assistance if needed to ensure the right selection is made.
Exchange Eligibility & Process
- Eligibility:
- Exchangeable products are eligible only for an exchange of the same product, varying by size or color.
- Exchanges for a different product are not allowed
- Refunds are not available for exchangeable products, even if the desired replacement is unavailable.
- Process:
- Submit an exchange request within the return window via the Contact Us page or on our WhatsApp (click on the icon below).
- Follow the provided exchange instructions.
- Customers bear the shipping cost for returning the original product and shipping the exchanged item.
- Customer Responsibility:
- Review product details carefully before purchase.
- Seek assistance if needed to ensure the right selection is made.
Return Shipping Fees
- Customer Responsibility:
- Customers bear the return shipping charges.
- For exchanges, customers also bear the shipping costs of the exchanged item.
- Exceptions:
- If a product was incorrectly shipped, we will cover the return and replacement shipping fees.
Receiving Damaged or Incorrect Products
- Damaged Packaging:
- If the package appears tampered with, do not accept delivery.
- Take a photo of the package, reject the delivery, and contact us immediately.
- Incorrect Product Received:
- Contact us immediately if you receive a product that differs from your order.
- We will cover both the return and replacement shipping fees.
- Package Opening Video:
- This is a mandatory process, for your own safety, record a video while opening the package. This comes handy in case you get damaged product. This becomes critical in cases where you suspect tampering but still choose to accept the package.
- A video can help with insurance claims or disputes in such situations.
Delayed Delivery or False Delivery Claims
- Secure Packaging & Shipping:
- Orders are shipped through reputable carriers in insured and tamper-proof secure packaging.
- Never share your OTP over the phone or instruct delivery personnel to leave packages unattended.
- Reporting Issues:
- Report false delivery claims immediately. Fake delivery attempts must be reported within 4–8 hours of the last status update.
- Proof of delivery disputes may take 10–15 working days to resolve. Both parties must wait for resolution before further action.
- Resolutions:
- If a genuine false delivery case is verified, we will either resend the order or process a refund if the stock is unavailable.
FAQs
Refund, Exchange & Return Frequently Asked Questions (FAQ)
What products are eligible for refunds
Refunds are only available for products marked as Returnable. Exchangeable products are not eligible for refunds.
What can I exchange my product for?
You can exchange your product for the same item in a different size or color, provided it is in unused, undamaged condition.
What if I receive a tampered or damaged package?
- Reject the delivery immediately.
- Capture photos/videos as evidence, demand a delivery note, and update your remarks regarding tampering.
- Contact us promptly for assistance.
- Do not accept tampered packages, as doing so voids return/refund eligibility.
Who pays for return shipping?
Customers bear return shipping charges unless the product was incorrectly shipped by us.
What if the package looks tampered with?
Reject the delivery, take a photo and shoot video, and contact us immediately. Avoid accepting tampered packages to prevent complications.
What if I receive the wrong product?
contact us immediately. We will cover both the return and replacement shipping costs for such cases.
When will I receive my refund?
Refunds are processed within 7 working days of verifying the returned item. Additional bank processing may take 4–5 working days.
Do I need a video of the package opening?
This is a mandatory process, for your own safety, record a video while opening the package. This comes handy in case you get damaged product. This becomes critical in cases where you suspect tampering but still choose to accept the package.
What if my order is delayed or falsely marked as delivered?
- Report the issue immediately, within 4–8 hours of the last delivery status.
- Wait for proof of delivery disputes to be resolved within 10–15 working days.
- For verified false delivery claims, we will resend the order or issue a refund if stock is unavailable.
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