Refund policy

Return, Replacement & Refund Policy – DUROSPARE

Last Updated: 29-10-2026

At DUROSPARE, customer satisfaction and product quality are our priorities. We strive to deliver reliable electric vehicle spare parts and accessories in proper condition.

To ensure transparency and protect both our customers and our business, we follow a 7-day return and replacement request policy, subject to the conditions below.

1. Return and Replacement Eligibility

Customers may request a return or replacement within 7 calendar days from the date of delivery for the following reasons:

  • Damaged or Broken Product: The item arrives physically broken or damaged.

  • Wrong Product Delivered: The product received is different from the item ordered.

  • Missing Product or Components: The package contains missing items or essential components.

  • Defective Product: The item arrives defective or does not conform to its advertised description.

For eligible claims, we will review the evidence and arrange an appropriate resolution, which may include replacement, return, or refund.

We do not ordinarily accept returns for change of mind, accidental purchases, or products ordered without checking the stated compatibility, unless otherwise required by law.

2. Mandatory Unboxing Video for Verification

To help verify delivery-related issues and prevent fraudulent returns, we strongly require customers to record a clear, continuous unboxing video when opening their packages.

The video should:

  1. Show the unopened package with its shipping label visible.

  2. Show the package being opened without cuts or edits.

  3. Clearly display the product and all included accessories.

  4. Show any visible damage, incorrect item, or missing components.

Customers should retain the original packaging, invoice, and shipping label until their complaint is resolved.

Important: An unboxing video is our preferred evidence for claims involving missing items, wrong products, or transit damage. If a video is unavailable, we may consider photographs, courier records, product inspection, and other reasonable evidence. The absence of an unboxing video does not automatically remove rights available under applicable consumer protection law.

3. Seven-Day Return Request Window

Customers should contact DUROSPARE within 7 calendar days of receiving their order to request a return or replacement.

To initiate a request, email durospare@gmail.com with:

  • Order number

  • Customer name and registered mobile number

  • Description of the issue

  • Clear photographs of the product and packaging

  • Continuous unboxing video, if available

Our support team will review the request and provide instructions for the next steps.

The 7-day period applies to requests under our standard store policy and does not override statutory remedies for defective, misdescribed, or non-conforming goods.

4. Replacement and Exchange Policy

DUROSPARE primarily offers replacements for verified delivery-related issues, including:

  • Broken or damaged items

  • Incorrect products shipped

  • Missing items or components

  • Products defective on arrival

Approved replacements will generally be for the same product and specifications, subject to stock availability.

We do not ordinarily offer exchanges for a different model, size, variant, or product due to a change of preference.

If the original product is unavailable, we will discuss an appropriate alternative or refund with the customer.

5. Non-Returnable Items

The following items are generally not eligible for discretionary returns or exchanges:

  • Products that have been installed, used, modified, or damaged after delivery

  • Products damaged due to incorrect installation or improper handling

  • Products with missing original components caused by customer handling

  • Products returned in a materially different condition from the original shipment

  • Products purchased for an incompatible vehicle where compatibility was accurately disclosed

  • Products returned solely because the customer changed their mind

Exceptions: These exclusions do not apply where the customer is entitled to a remedy under applicable law, including for products that were defective, incorrectly described, damaged on delivery, or different from what was ordered.

6. Product Inspection and Verification

To protect customers and maintain a fair return process, DUROSPARE may inspect returned products before approving a replacement or refund.

Our verification process may include checking:

  • Product model and specifications

  • Serial numbers or identification markings, where available

  • Product condition

  • Missing or damaged components

  • Original packaging and shipping information

  • Submitted photographs and unboxing evidence

If a returned product does not match the original item supplied, we may request additional information or decline a discretionary return after reviewing the available evidence.

Any decision will be made reasonably and in accordance with applicable consumer protection laws.

7. Refund Policy and Processing Time

For eligible cases, we generally aim to provide a replacement first where appropriate.

A refund may be offered where:

  • A replacement is unavailable

  • The product cannot reasonably be replaced

  • The order cannot be fulfilled

  • A refund is otherwise required under applicable law

Once a refund is approved, it will be initiated within [REFUND PROCESSING TIME].

Refunds will normally be issued to the original payment method used for the purchase.

The time required for the refunded amount to appear in the customer's account may vary depending on the bank, UPI provider, card issuer, or payment gateway.

DUROSPARE accepts prepaid orders only. Cash on Delivery (COD) is not available.

We will communicate the refund status to the customer through the available contact details.

8. Return Shipping Charges

For verified cases involving damaged, defective, missing, or incorrectly shipped products, DUROSPARE will arrange or cover reasonable return shipping costs where a return is necessary.

Customers should not ship products back without first contacting our support team and receiving return instructions.

For any discretionary return approved outside the standard eligibility criteria, return shipping charges will be communicated in advance.

No return shipping fee will be charged where doing so would conflict with applicable consumer protection requirements.

9. Missing, Wrong, or Damaged Deliveries

If you receive a damaged product, the wrong item, or a package with missing components, please contact us as soon as possible, preferably within 48 hours of delivery, to help us investigate promptly.

Please preserve the packaging and provide the available evidence, including photographs and an unboxing video if recorded.

Our team will review the issue and assist with an appropriate resolution.

The suggested 48-hour reporting period does not reduce the standard 7-day request window or any rights provided by applicable law.

10. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been shipped, cancellation requests will be reviewed according to the shipment status and applicable legal requirements.

If an eligible prepaid order is cancelled, the refund will be initiated according to our refund processing procedure.

11. How to Request a Return or Replacement

To raise a request:

  1. Contact us at durospare@gmail.com within the applicable request period.

  2. Mention your order number and explain the issue.

  3. Attach photographs and an unboxing video, if available.

  4. Wait for our team to review your request and provide return or replacement instructions.

  5. If a return is required, follow the approved pickup or shipping instructions.

Please do not send products to our business address without prior authorization, as this may delay verification and processing.

12. Customer Support and Grievance Resolution

If you have questions or concerns regarding a return, replacement, refund, or product issue, please contact:

Store Name: DUROSPARE
Legal Business Name: Guru Harkrishan Enterprises
Website: https://durospare.com
Email: durospare@gmail.com
Customer Support: +91 7291901867
Business Address: WZ 283/315, Vishnu Garden, New Delhi – 110018, India
Grievance Contact: Harleen Singh
Support Hours: 10 : 00 AM To 6 : 00 PM

We aim to respond to customer complaints promptly and resolve eligible requests fairly.

Nothing in this policy limits customers' rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian laws.

DUROSPARE – Powering Every Ride.

Quality Products. Transparent Policies. Customer-Focused Service.