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.

My indicator LED is blinking fast (hyperflash). Is it defective?

No, hyperflash (fast/rapid blinking) is not a defect in the LED itself. This happens when the vehicle’s ECU or BCM (Electronic/Body Control Module) is unable to correctly read the power draw of LEDs. The issue can be easily resolved by installing a load resistor or LED-compatible relay designed for your vehicle. You can also verify that the LED’s wattage meets or exceeds your vehicle’s rated specification. The LED unit is functioning properly and does not require replacement.

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.

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.

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