Refund, Return (& Exchange) Policy
- We understand there can be various reason for requesting a return or exchange and completely honor.
- The following conditions must meet in order to process your return request and process your “refund” or “exchange” request:
- Return request is received within 5 days of the delivery of the goods
- Return request is initiated formally by through any of the communication mode on the Contact-Us page and our acknowledgement is received
- After acknowledgement, merchandise is returned in the unused and original condition along with the undamaged original packing
- Adequate cushioning and protection is provided before packing the return
- Return is shipped through a trackable shipping option (Courier, speedpost etc.)
- We will issue either offer a replacement product (we will bear the shipping cost) or store credit in case you receive defective/damaged/wrong or incomplete order from our end
- Prior return authorization must be taken from us before returning an order. In case unauthorized return, we will dispose of the package without any further processing and refund
- In case of return, return shipping cost to be born by the customer
- Refund will be issued after assessment of returned product condition
- In case of return of “non-defective” reasons, we will deduct forward shipping (from us to you) cost and refund you the remaining amount
- In case return pickup is requested, we will deduct return shipping cost (along with original order shipping cost if “non defective return”) prior to initiating the refund
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund
- If approved, your refund will be processed to the original method of payment. The processing can take 5-7 days depending on your bank/card issuer/wallet manager
- Your bank may take additional 5-7 days to process and credit your refund. In case of any delay, contact your bank with the refund reference no. received from us
- At any point of time, the refunds amount cannot exceed the actual amount paid for the order.
Package Delivery & RTO (Return to Origin)
- Your orer can only be shipped to the address you enter while placing the order. It is not possible to make corrections to the address after dispatch
- In case address mismatch, you are required to contact shipping company directly and request to deliver at the correct address. NOTE that we will not facilitate this and shipping company may chose to reject your request
- Shipping company are required to make maximum 3 attempts at your address post which they mark order RTO (return to origin, i.e. back to us)
- It is your responsibility to receive the shipment before 3rd delivery attempt, we strongly encourage you to raise complaint with shipping company and get it addressed
- In case RTO after 3rd failed delivery, the package will be returned back to us. Such shipments are charged at preveling rates by the shipping company
- We will recover RTO shipment charge from you and refund remaining amount (if any) back to the original mode of payment
- While we offer free shipping, we bear 1 side shipping charge for you, the no. of free shipping per order cannot exceed more than 1 time.
- In case of order turning into RTO, we will NOT send any further orders to you (as it may turn into RTO again) or will charge you for the forward shipping, the difference amount must be cleared before your order is dispatched again.
Tampered/Damaged Good Received
- We take maximum care to ensure your package is safe and secure. Poly bag shipments are anti-tear/tamper proof
- In case you receive tempered package (tape removed, re-taped, package opened or label appears tempered), take a picture/video of the package and MUST REJECT it on the spot
- We will not entertain return/efund request if you accept a tempered/damaged package.
Delayed Delivery Claims
- Durvient relies on third party shipping companies to ensure your package reaches you safe and sound
- We update order tracking no. as soon as your shipment is picked up by the courier partner
- A shipment can be delayed due to numerous reasons which is beyond our or shipping company’s control
- In case shipment delivery delays, contact the shipping company, raise a compliant and work with them until your order arrives
Delayed Delivery/False Delivery Claims
- We ship through reputated shipping companies and insure our shipments however claiming this insurance require mutual support from you and us
- Never share OTP over the phone, never ask delivery person to leave a package on your doorstep while you are away
- In case a shipment is marked delivered without actual delivery, immediately contact delivery person/delivery company and raise a complaint with them
- Durvient is not a shipping company, we are dependend on third party to ensure safe and secure your order
- it is customer’s responsibility to ensure package is not marked delivered without actual delivery, if it does, immediately come in action and locate the courier company’s nearest delivery station (contact their helpline to find out) while we will do the same by raising dispute from our end
- A dispute to secure proof of delivery can take up to 10-15 working days (not calendar), we both must wait until the period is over
- Once proof of delivery available and false delivery established, we will resend your order or refund you (in case stock unavailibility)
- If proof of delivery establish the order was delivered to you/your address, the claim will be rejected with no further action from our end.
- We offer various terms of warranty on the products and it is specified on the product page itself.
- In general, warranty can be separated in the below sub categories:
- OEM Parts & Accessories – Generally 1 Year from the date of purchase
- Aftermarket Parts & Accessories – 6 Months from the date of purchase
- Consumable Goods – No warranty offered unless manufacturing defects
- Customised Products – Warranty term to be agreed before placing an order
- While utmost care is taken & tests are carried out before the dispatch, it is not possible to control the damages due to (including but not limited to) rough handling by the shipping company, wrongful installation by the user, unauthorized alteration/modification of the product, in such case, the return policy defined above may be applicable and to be followed.
- Customers are required to secure a pre-authorization by sending a Warranty Claim Request by attaching images highlighting damaged area.
- The request must be submitted by sending an email to Returns & Warranty mailbox.
- Once evidence received, we will review your case and establish a contact with you in order to bring your case to closure.
- We will do our best to provide you like-for-like or suitable replacement however in case replacement not possible (for out of stock inventory or discontinued product), we will issue store credit to compensate against the warranty term.
- We will Issue a store credit with 6 months validity, tied up with the user’s account and must be consumed within the set period, credit validity shall not be extended.
- We reserve rights to process return/exchange request for generic reasons such as “I don’t want it” or “I don’t like the product” or “I didn’t check the product fitment” etc.