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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Table of Content:

  1. Refund, Exchange & Return
  2. Order Delivery
  3. Warranty

Return & Refund FAQs

How long do I have to return or exchange a product?

Returns and exchanges are accepted for up to 5 days from the date of delivery. Only products marked as Returnable or Exchangeable are eligible.

What are the conditions for returns and exchanges?
  • Product must be in original, unused condition with intact packaging.
  • Do not tape directly on the original packaging; use protective wrapping.
  • If packaging is damaged/tampered, the return/exchange will be rejected and customer must collect the item within 5 days at their own cost.
  • Approved return requests are valid for 2 working days.
  • Acceptance of tampered/damaged packages voids return/refund requests.
Am I eligible for a refund?

Refunds are only available on Returnable products. Products marked Exchangeable cannot be refunded, even if a replacement is unavailable.

How will I receive my refund?

Refunds are issued to the original payment method within 7 working days of receiving and verifying the item. A Refund Reference Number (RRN) will be shared by email.

Who pays for return shipping?

Customers bear return shipping charges. For exchanges, the shipping cost of the exchanged item is also the customer's responsibility. If a product was incorrectly shipped, we will cover shipping both ways.

What if my package arrives damaged or tampered?
  • If packaging appears tampered/damaged, refuse delivery, take a photo, and contact us immediately.
  • Always record a package opening video — required for damaged/tampered claims.
  • Video must be shared within 4–5 hours of delivery status update for courier insurance claim submission.
What should I do if I receive the wrong product?

Contact us immediately. We will arrange for return and ship the correct product at no extra cost.

What if my order shows delivered but I didn't receive it?

Report false delivery claims within 4–8 hours of the last courier status update. Proof of delivery disputes may take 10–15 working days to resolve. Verified cases will result in a replacement or refund if stock is unavailable.

When will I get a refund if my order is returned to origin (RTO)?

Refunds for undelivered/RTO orders are processed once the package is received back at our facility. Applicable RTO charges will be deducted from your refund.

What happens if my shipment is lost?

A shipment is considered lost only when the courier updates the tracking status to "Lost." Once confirmed, a refund is processed within 2–3 working days. Express shipping charges are non-refundable.

Can I return or exchange clearance sale products?
  • Products marked Clearance Sale are final sale — no returns or exchanges allowed.
  • Exception: if the product is damaged or faulty, the Warranty Policy applies.
  • Clearance items may not be eligible for additional discounts unless specified.

Shipping & Delivery FAQs

How long does it take to process and ship my order?

Orders are usually processed within 1–2 working days. Shipping time depends on your location and the courier partner but generally takes 3–7 working days across India.

Which courier partners do you use?

We work with leading logistics providers such as Bluedart, Ekart, DTDC, and others to ensure reliable and timely delivery of your orders.

How can I track my order?

Once your order is shipped, a tracking link is shared via email and SMS. You can use this link to track your shipment in real time.

Do you offer express or same-day delivery?

Express shipping is available for select pin codes at an additional cost. Same-day delivery is currently not offered.

What if my order is delayed?

While most orders are delivered on time, delays can occasionally occur due to courier logistics or unforeseen events. If your order is delayed beyond the estimated delivery date, please contact us for assistance.

What happens if my package is lost in transit?

A shipment is considered lost only after the courier updates the tracking status to Lost. Once confirmed, a full refund will be processed within 2–3 working days. Express shipping charges (if paid) are non-refundable.

What should I do if my package arrives damaged?
  • Refuse delivery if the package looks tampered or damaged.
  • Take clear photos and contact us immediately.
  • Always record a package opening video to support damage claims.
Can I change my delivery address after placing an order?

Address changes are possible only before the order is shipped. Once shipped, address modifications are not guaranteed and may require courier approval.

What happens if I miss my delivery?

The courier will usually make 2–3 delivery attempts. If unsuccessful, the package will be returned to origin (RTO). Refunds will be processed after deducting applicable RTO charges.

Do you ship internationally?

Currently, we only ship within India. International shipping is not supported at the moment.

Warranty FAQs

What does the warranty cover?

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

How do I know if my product is under warranty?

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

How do I file a warranty claim?

Go to My Account > Orders > Order Messages (when logged in) and submit:

  • A detailed description of the issue
  • Photos or videos clearly showing the problem

Our team will review and guide you on next steps.

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

Yes, customers must cover shipping costs to send items for inspection. If the claim is approved, we will cover return shipping of the repaired or replaced product.

In which cases can my warranty claim be denied?
  • Improper use, abuse, or mishandling
  • Accidental or physical damage
  • Water or liquid damage
  • Unauthorized modifications, tampering, or reverse engineering
  • Missing/tampered warranty labels or no purchase proof
  • Warranty period has expired
  • Environmental factors (fire, flood, storm, etc.)
What happens if my warranty claim is denied?

You may:

  • Arrange your own pickup
  • Request us to ship it back at your cost

If repair is possible, we may also offer a paid repair option with a quote.

Can I get a replacement for my faulty product?

Yes, if repair is not feasible, a replacement may be provided. If neither is possible, store credit (prorated value, valid for 3 months) will be issued.

How long does it take to process a warranty claim?

Most warranty claims are resolved within 7–10 working days after we receive the product. Delays may occur if stock or parts are unavailable, in which case you'll be informed.

Can I return a product under warranty for personal reasons?

No. Warranty applies only to defective or faulty products, not for reasons like change of mind. For such cases, refer to our Return Policy.

Need Help?

  • +91 70209 35643
  • Email: [email protected]
  • Shop 210, Agarwal Business Hub, Wagholi Pune Maharashtra 412207

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