Refund and Returns Policy

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.

Table of Content:

Return & Exchange Period
Conditions for Returns & Exchanges
Refund Eligibility & Process
Return & Exchange Eligibility & Process
Return Shipping Fees
Receiving Damaged or Incorrect Products
Delayed Delivery or False Delivery Claims
Undelivered/Return to Origin
Lost Order Claims
Refund Policy on Clearance Sale
Frequently Asked Questions (FAQs)

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.

Return and Exchange Eligibility & Process

Eligibility:
- Refer to the product page for return policy
- Products marked as "Returnable" are eligible for return and refund post meeting eligibility criteria.
- Products marked as "Exchange" 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.
- In case same product not available for exchange, store credit will be issued to be utilized for purchasing a different product.
- Store credit must not exceed the product's order value.
- In case of exchange due to incorrect product, forward shipping fee (the one charged on the 1st order from us to you) will be deducted.

Process:
- Submit an return/exchange request within the return window (5 days from the delivery date) via the My-Account > Orders section.
- Communicate only through the Order messages (View Messages) option provided in the My-Accounts section.
- Follow the provided return/exchange instructions.
- Customers bear the return shipping cost.

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.
- Video must be shared with us immediately (within 4-5 hours of final delivery status update), courier company requires claim submission (by us) within 1 day of delivery. The option disappears once the window expires thus forfeit dispute rights.
- A video helps 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.

Undelivered/RTO (Return to Origin)

Refund on RTO (Return to Origin) / Undelivered Returns:
- Refunds on RTO cases will be processed once the courier confirms the return and the package is received back at our facility.
- Applicable RTO charges (if any) will be deducted from the order value before issuing the refund.
- Detailed conditions for RTO and undelivered returns are covered under our
  Shipping & Delivery Policy.
Delivery Delays:
- Refunds will not be issued for courier delays. Customers are encouraged to follow up directly with the courier for real-time updates.

Lost Order/Shipment Claims

Definition of Lost Shipment:
- A shipment is considered lost only after the courier company updates the tracking status to Lost.
- If the tracking has not been updated, customers must reach out to the courier’s customer service and request them to update the status.
- Recommend to refer to the courier company's own tracking page instead of shiprocket's tracking page for accurate status.
Insurance & Refunds:
- All shipments are fully insured and will be refunded once the courier officially marks them as Lost.
- Refund processing may take 2~3 working days at our end after the lost status is confirmed.
- Refunds are limited to the order value only. Express shipping charges (if paid) are non-refundable as they are directly collected by the courier company.
Important Note:
- Until a shipment is officially marked as Lost by the courier, refunds or replacements cannot be processed.

Refund & Exchange on Clearance Sale Products

Clearance Sale Products:
- Products marked as Clearance Sale on the product title are final sale and cannot be returned or exchanged.
- These products are also available on a dedicated page named "clearance sale".
- This condition applies irrespective of the reason for return, except in cases of goods that are damaged or faulty.
- In case of damaged or faulty goods, our Warranty Policy will apply.
- Refund/Replacement Handling:
  - Refund or replacement is allowed only if the product is proven defective under warranty coverage.
  - Cosmetic packaging issues (such as a dented or torn box) do not qualify unless the product itself is damaged.
  - If the package is received in a tampered or visibly damaged condition, the customer must refuse delivery as outlined in our Refund Policy >> Damaged Product section.
- Replacement for clearance items will not be allowed (except in case of coverage through the warranty policy).
- Clearance products may not eligible for additional offers, discounts, or coupon codes unless specifically stated.

FAQs

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?

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.