Durvient FAQ - Frequently Asked Questions

Frequently Asked Questions

At Durvient, we are committed to making your shopping experience smooth, transparent, and worry-free.

Our FAQs are designed to give you quick, clear answers to the most common questions about your orders, deliveries, warranties, and returns.

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Returns, Exchanghes and Refunds

What products are eligible for a refund?

Refunds are available only for products marked as Returnable on the product page. Products listed as Exchange Only are not eligible for a refund.

How will I receive my refund?

If your product is returnable and approved after inspection, the refund will be issued to your original payment method. For non-returnable products where an exception is agreed upon, we may issue store credit of equal value. Store credit remains linked to your account and can be used within 12 months.

When will I receive my refund?

Refunds are processed within 7 working days after the returned item is verified. Your bank or payment provider may take an additional 4-5 days for the amount to reflect in your statement.

Who pays for the return shipping?

Customers cover return shipping costs unless the return is due to our error (wrong item sent, incorrect shipment, etc.).

Who pays for return shipping if I receive the wrong product?

If we send you a product different from what you ordered, we will cover both return and replacement shipping costs, once the error is confirmed. This does not apply if the incorrect item was ordered by you.

What if I accept a tempered or damaged package?

Accepting a tampered or damaged package voids your eligibility for return or refund, and we won’t be able to assist further.

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 unused, undamaged, and returned with original tags and packaging.

I paid for express shipping. What happens to the fee if my order is refunded?

Express shipping fees are non-refundable, as they are immediately transferred to the courier company when your order is shipped.

Shipping and Delivery

When will I receive my order?

Estimated delivery dates are shown at checkout, alongside each available shipping option. Please select the option that best suits your needs.

When will my order be dispatched?

Orders placed before 9:00 AM on working days are dispatched the same day. Orders placed after 9:00 AM, on weekends, or on public holidays are dispatched the following working day.

Can I change my shipping address after placing an order?

Once an order is placed, the shipping address cannot be changed. Please ensure the address you enter at checkout is accurate.

I made a mistake in my address. Can it be corrected?

If your order hasn’t shipped yet, contact us immediately and we’ll update the address. If the order has already been dispatched, we cannot modify it. In that case, you’ll need to contact the shipping company directly to request changes.

How can I track my order?

Tracking details are shared via SMS and email on the evening your order is dispatched. You can track the shipment using the provided link or through Track Your Order.

How can I cancel my order?

Orders can be cancelled only before dispatch. Once an order has been shipped, cancellation is no longer possible.

What happens if my package is marked as delivered but I didn’t receive it?

Please raise a complaint with the shipping company immediately and notify us within 24 hours. We will help investigate, obtain Proof of Delivery (POD), and initiate an insurance claim where applicable.

What if my order is delayed?

First, contact the courier company and register a complaint with them. If the delivery extends beyond the estimated delivery date shown in your order email, let us know so we can raise an escalation with the courier on your behalf.

Will I be compensated if my order is delayed?

Since we offer free shipping, compensation is not possible. The delivery dates shown are estimates based on past performance. While most orders arrive earlier than the estimate, a small percentage may be delayed due to reasons outside our or the courier’s control (weather, strikes, high shipping volumes, etc.).

I paid for express shipping. Will I get a refund of the shipping fee if my order is delayed?

Express shipping charges are passed directly to the courier. Because delays are outside our control, the shipping fee is non-refundable. However, if your order is delayed beyond the courier’s estimated date, we’ll work with you and the courier to escalate the issue. Please note that delivery timelines are not guaranteed.

What if I receive a tampered or damaged package?

Do not accept the delivery. Before rejecting, take photos and a short video of the package, ask the delivery agent to mark it as “rejected,” and note the reason (tampered/damaged). Then contact us through our contact page or via My Account > Orders > Order Messages (accessible only when logged in).

Do I need to record a video of the package opening?

Yes. For your protection, we require a clear video recording while unboxing the package. This is especially important if the product is damaged or if you noticed signs of tampering but chose to accept the delivery.

However there is no need to send the video to us if there is NO issue with the order.

What are RTO charges and when do they apply?

RTO (Return to Origin) charges apply when a delivery fails due to reasons such as an incorrect address or repeated customer unavailability. In such cases, the shipping charges are deducted from your order value before a refund is processed. Refunds are issued once the RTO package has been received back at our warehouse.

Warranty Frequently Asked Questions (FAQ)

What does the warranty cover?

Warranty generally covers manufacturing defects and functionality issues under normal usage, as described in the product manual. Exact terms and coverage details are listed on each product page.

How do I know if my product is under warranty?

You can check the warranty section on the product page. For confirmation, contact our support team with your order details.

How do I file a warranty claim?

To raise a warranty claim, go to My Account > Orders > Order Messages (accessible when logged in) and submit the following:

A detailed description of the issue
Photos or videos clearly showing the problem
Once received, our team will review your claim and guide you through the next steps.

Do I need to pay for shipping when returning a product under warranty?

Yes. Customers are responsible for shipping the product to us for inspection. If your claim is approved, we will cover the cost of shipping the repaired or replaced product back to you.

In which cases can my warranty claim be denied?

Warranty does not apply in the following situations:

Improper use, abuse, or mishandling of the product
Physical damage from accidents or drops
Water or liquid damage
Unauthorized modifications, tampering, or reverse engineering
Removal or alteration of branding/serial numbers
Environmental damage (fire, flood, storm, earthquake, etc.)
Use not in line with the product manual or recommendations

What happens if my warranty claim is denied?

The product must be collected by you. You may either arrange your own pickup or request us to ship it back. If we handle the return, shipping costs must be paid before the product is dispatched.

Can I opt for a paid repair if my warranty claim is denied?

Yes. If repair is possible, we can provide a paid repair option. You will receive a quotation and estimated repair timeline before proceeding.

Can I get a replacement for my faulty product?

If repair is not possible, approved warranty claims may qualify for a replacement. If neither repair nor replacement is feasible, we may offer store credit of a prorated value, valid for 3 months.

How long does it take to process a warranty claim?

Warranty claims are usually processed within 7–10 working days after we receive the product. In rare cases, it may take longer due to the nature of the issue. If that happens, we’ll inform you in advance.

Can I return a product under warranty for personal reasons?

No. Warranty claims do not apply to personal preferences (such as change of mind). Such cases may be considered under our Return Policy at our discretion.