Frequently Asked Questions

Frequently Asked Questions

Find quick, clear answers to common questions about orders, shipping, warranties, returns, and payment terms.

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Returns, Refunds & Exchanges

Read Full Refund & Returns Policy โ†’
How long do I have to return or exchange a product? โ–ผ

Returns and exchanges are accepted within 5 calendar days from the recorded date and time of delivery. Only products marked as eligible for return or exchange on their respective product listing qualify. For complete eligibility criteria, consult our Refund & Returns Policy.

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What are the mandatory conditions for returns and exchanges? โ–ผ

To be eligible for a return or exchange, the product must be in its original, brand-new, and completely uninstalled condition with all factory seals, tags, accessories, and packaging intact. Do not apply tape, labels, or writing directly onto the product's original manufacturer packaging. Parcels with defaced retail boxes will be rejected and returned at customer cost.

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Am I eligible for a cash refund or store credit? โ–ผ

Refunds to the original payment source are provided exclusively for products classified as Returnable that are verified dead-on-arrival (DOA) or physically damaged during transit with mandatory unboxing video proof. Products marked Exchangeable Only are eligible for replacement with an identical item or store credit vouchers. Non-returnable items (custom wiring harnesses, pre-orders, clearance stock) cannot be returned or refunded.

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

No, hyperflash (rapid turn signal blinking) is NOT a manufacturing defect in the LED bulb. LED bulbs consume significantly less current (wattage) than factory halogen bulbs, which causes standard automotive flasher relays to assume a bulb is missing or burnt out. Hyperflash is easily resolved by installing inline load resistors (e.g. 50W 6ฮฉ) or upgrading to an LED-compatible electronic flasher relay. Indicator bulbs cannot be returned under defect claims due to normal vehicle hyperflash.

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How and when will I receive my refund once approved? โ–ผ

Once your returned parcel is delivered to our Pune warehouse and passes technical bench-testing (usually within 3โ€“5 business days), your refund is approved. Refunds to original payment methods (Credit/Debit Card, Net Banking, UPI) are credited within 5 to 7 working days, depending on your bank's settlement cycle.

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Who pays for return shipping freight? โ–ผ

Except in cases of proven transit damage or shipping errors verified with an unboxing video, customers are responsible for safely packaging and bearing the return courier freight to ship the item back to our Pune facility. For approved exchange claims, Durvient covers the outbound courier freight to deliver the replacement item back to you.

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What should I do if I receive the wrong product or part number? โ–ผ

If you receive an incorrect item, please notify us immediately within 24 to 48 hours of delivery via WhatsApp (+91 70209 35643) or email (orders@durvient.com). Provide photos of the outer shipping label, box, and the incorrect item. Upon verification, we will coordinate return reverse pickup and dispatch the correct item with zero extra shipping cost.

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What if my order tracking shows "Delivered" but I did not receive it? โ–ผ

False delivery claims (where a courier marks a parcel delivered without actual handover) must be reported to Durvient within 24 to 48 hours of the carrier status update. We immediately raise an escalation ticket with carrier security for GPS delivery coordinates and POD (Proof of Delivery) verification. Carrier investigations take 3 to 5 working days.

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When will I receive a refund if my shipment was Returned to Origin (RTO)? โ–ผ

Refunds for parcels returned as undelivered or RTO (due to customer unavailability, incorrect delivery address, or rejected delivery) are processed only after the physical parcel is received back and inspected at our Pune warehouse. Applicable two-way courier freight and RTO handling charges will be deducted from the refund amount.

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Can I return or exchange products purchased during Clearance Sales? โ–ผ

Products purchased under Clearance Sale, Special Liquidation, or Open-Box discounts are sold strictly as final sales. They are non-returnable, non-refundable, and non-exchangeable, as stated on their product pages.

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Can I return a custom-made or pre-ordered item? โ–ผ

No. Specialty components procured specifically upon customer request or custom-fabricated wiring harnesses cannot be returned or refunded, as these parts are imported or built exclusively for that individual vehicle order.

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Warranty & Technical Support

Read Full Warranty Policy โ†’
What does the Durvient limited warranty cover? โ–ผ

The Durvient limited replacement warranty covers internal manufacturing defects, component failures, and electrical functionality loss occurring under standard, normal vehicle operating conditions. Full coverage terms are detailed in our Warranty Policy.

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How do I know if my product has warranty and for how long? โ–ผ

Warranty durations (typically 6, 12, or 24 months) are explicitly stated on the specific product listing page and your official Durvient tax invoice. If you are unsure of your warranty status, contact our support team on WhatsApp (+91 70209 35643) with your Order ID or registered mobile number.

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How do I initiate a warranty claim for a malfunctioning item? โ–ผ

To file a warranty claim: (1) Contact us via WhatsApp (+91 70209 35643) or email (orders@durvient.com); (2) Submit your Order ID/Invoice; (3) Provide a clear video showing the product connected to a known-working 12V automotive battery or power supply demonstrating the issue; (4) Our technical team will review and issue an RMA (Return Merchandise Authorization) number and shipping instructions.

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Do I need to pay for shipping when sending an item under warranty? โ–ผ

Yes. Inbound courier freight to our Pune diagnostic laboratory is borne by the customer. Ensure the unit is securely padded and tracked. If the claim is verified and approved by our diagnostic team, Durvient pays 100% of the return courier shipping costs to deliver the repaired or replacement unit back to you.

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What reasons will cause a warranty claim to be denied? โ–ผ

Warranty is strictly void under the following conditions: (a) Improper DIY wiring, reverse polarity, or incorrect fuse amperage; (b) Water ingress on non-waterproof interior items; (c) Physical damage, broken housings, cracked lenses, or thermal burn marks on circuit boards; (d) Tampered or removed warranty void stickers; (e) Wire stripping outside plug-and-play sockets without professional auto-electrician guidance.

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What happens if my warranty claim is rejected after testing? โ–ผ

If the failure is determined to be caused by physical damage, improper installation, or electrical overvoltage, we will provide high-resolution photos and diagnostic notes explaining the rejection. Customers may: (a) Pay return courier freight to have the unit returned; or (b) Request a paid repair quotation if replacement components are available.

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Will I receive a repair, replacement, or refund under warranty? โ–ผ

Our diagnostic bench will first attempt component-level repair or recalibration. If repair is not feasible, an identical replacement unit will be issued. Under no circumstances are cash refunds provided under warranty claims for products that have been used past the initial 5-day return window.

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How long does the warranty diagnostic and testing process take? โ–ผ

Diagnostic testing and resolution typically take 7 to 10 working days from the date the package physically arrives at our Pune technical center. You will receive progress notifications via WhatsApp or email.

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Can I return an item under warranty if I don't like it or changed my mind? โ–ผ

No. Warranty applies strictly to functional hardware failures and manufacturing defects. It cannot be used for buyer's remorse, vehicle trade-ins, or change of preference outside the 5-day return policy.

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Shipping & Delivery Policy FAQs

Read Full Delivery & Shipping Policy โ†’
How long does it take to process and dispatch my order? โ–ผ

Orders placed before 9:00 AM IST on business days (Monday to Saturday) are quality-tested, packed, and handed to couriers on the same calendar day. Orders received after 9:00 AM IST are dispatched on the next business day. Daily carrier vehicle loading occurs between 1:30 PM and 4:30 PM IST from our Pune fulfillment facility.

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Which courier services and logistics partners do you use? โ–ผ

We partner with India's premier express logistics carriers, including Blue Dart Express, DTDC Express, Amazon Shipping, Ekart Logistics, and India Post Speed Post. Courier allocation is automated algorithmically based on the fastest transit telemetry and highest delivery success rate for your specific postal PIN code.

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How can I track my shipment once dispatched? โ–ผ

As soon as your parcel is manifested and scanned at our Pune facility, automated notifications containing your Airway Bill (AWB) number, courier partner name, and live tracking link are sent via WhatsApp, SMS, and email. You can click the tracking link to monitor real-time location checkpoints.

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What are the expected delivery transit times across India? โ–ผ

Estimated delivery transit times are: Metro Cities (Mumbai, Delhi-NCR, Bengaluru, Hyderabad, Chennai, Kolkata, Pune): 2 to 4 business days; Tier-2 & Tier-3 Cities: 4 to 7 business days; Remote, North-East & High-Altitude Zones: 7 to 10 business days. Over 95% of orders arrive on or ahead of schedule.

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Do you offer express air shipping or same-day delivery? โ–ผ

Yes, paid Express Air Shipping is available for eligible pin codes at checkout for fast-track 1 to 4 business day delivery. Express shipping fees are calculated dynamically based on package deadweight and destination. Same-day delivery is not offered, but same-day local collection is available in Pune.

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Can I pick up my order in person from your Pune fulfillment center? โ–ผ

Yes! Customers located in Pune are welcome to collect their orders directly from our operational center (Q1-1103, Solacia Phase 2, Baif Road, Wagholi, Pune) between 4:00 PM and 6:00 PM IST (Monday through Saturday) strictly by prior appointment. Please select self-pickup or coordinate with our dispatch team on WhatsApp (+91 70209 35643) after placing your order.

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What should I do if my package delivery is delayed? โ–ผ

While most parcels arrive on time, transit delays may occasionally occur due to extreme weather, flight cargo backlogs, or regional civic restrictions. If your tracking shows no scan update for more than 72 hours, please contact our support team on WhatsApp (+91 70209 35643) or email (orders@durvient.com) for immediate carrier priority escalation.

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What should I do if the parcel box arrives damaged, crushed, or tampered? โ–ผ

CRITICAL: Inspect the outer box before accepting delivery or sharing the OTP. If the parcel is visibly crushed, torn, wet, or re-taped with non-Durvient tape, REFUSE ACCEPTANCE IMMEDIATELY with the courier executive and instruct them to record 'Damaged/Tampered Packaging'. Capture clear photographs of the box with the courier agent present and notify us within 24 hours. Accepting a tampered carton compromises carrier insurance.

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What should I do if tracking marks "Delivered" but I haven't received my parcel? โ–ผ

False delivery claims must be reported to Durvient within 24 to 48 hours of the carrier timestamp. We immediately raise a priority dispute ticket with courier security for driver GPS drop coordinates and digital Proof of Delivery (POD) signature verification. Investigations take 3 to 7 business days, after which replacement or refund is issued.

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What happens if a package is lost in transit by the carrier? โ–ผ

A shipment is officially declared lost only after the courier company updates the tracking status to 'Lost in Transit' or confirms loss in writing following a trace investigation. Once confirmed, Durvient immediately dispatches a replacement shipment or processes a 100% full refund with zero delay.

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What happens if I miss the courier delivery attempts? โ–ผ

Our courier partners will attempt delivery up to three (3) times. You will receive pre-delivery SMS/call alerts. If all three attempts fail due to customer unavailability, incorrect address, or phone being unreachable, the parcel is flagged as Return-to-Origin (RTO) and returned to our Pune warehouse.

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Can I change my delivery address after placing an order? โ–ผ

Address modifications can be accommodated only if requested before dispatch (prior to 1:00 PM IST). Once an Airway Bill (AWB) number is generated and the manifest is signed, courier routes cannot be altered mid-transit. Contact WhatsApp (+91 70209 35643) immediately with your Order ID for pre-dispatch corrections.

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Do you ship to international addresses outside India? โ–ผ

Currently, Durvient processes retail online orders exclusively for delivery within the territory of the Republic of India across all serviceable pin codes. We do not offer direct retail international shipping at this time.

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Orders, Payments & COD Terms

Read Full Terms & Conditions โ†’
How does Cash on Delivery (COD) work on Durvient? โ–ผ

To place a COD order, a mandatory partial advance payment is paid online at checkout to confirm your commitment and cover initial logistics handling. The remaining balance amount is payable in cash or UPI directly to the courier delivery executive upon doorstep delivery.

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Why is a partial advance payment required for Cash on Delivery? โ–ผ

In the automotive accessories sector, high rates of fraudulent orders and uncollected shipments cause significant loss through two-way courier freight. The nominal advance payment ensures customer authenticity, prevents frivolous orders, and allows us to maintain competitive product pricing for all genuine buyers.

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Is the partial COD advance payment refundable if I cancel the order? โ–ผ

The partial advance payment is strictly non-refundable once the order has been processed, packed, or dispatched, as logistics slots and airway bills are committed immediately. If you cancel before dispatch, store credit may be issued at management discretion.

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What happens if I reject or refuse delivery of a dispatched COD order? โ–ผ

If a dispatched COD shipment is refused at the doorstep, not accepted, or marked undelivered after repeated carrier attempts, the partial advance payment is forfeited to cover courier round-trip freight and handling fees. Subsequent COD privileges on your account may be permanently suspended.

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Are there any extra fees or charges for Prepaid orders? โ–ผ

No. Fully prepaid orders incur ZERO convenience fees or handling charges. Payments made via UPI, Credit/Debit Cards, Net Banking, or Digital Wallets receive priority queue dispatch, direct carrier insurance, and faster resolution in case of transit issues.

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Can I cancel a pre-ordered or custom-sourced item? โ–ผ

Pre-orders cannot be cancelled or refunded once placed. Sourcing or custom production begins immediately upon order confirmation. If we are unable to source the pre-ordered product within the committed timeline, a 100% full refund will be immediately issued to your original payment method.

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Still have questions or need fitment guidance?

Our automotive technical specialists are available to verify vehicle pinouts, check order delivery statuses, and assist with claims.

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WhatsApp Support
+91 70209 35643
Fastest response for tracking & fitment.
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Email Desk
orders@durvient.com
contact@durvient.com
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Support Hours
Mon โ€“ Sat: 11:30 AM โ€“ 7:00 PM IST
Sunday & Gazetted Holidays: Closed
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Headquarters
Q1-1103, Solacia Phase 2, Baif Road, Wagholi, Pune โ€“ 412207, Maharashtra, India