RETURN AND REFUND POLICY

1. 7-Day Return and Replacement Policy

At DuraStrand, we uphold stringent quality and engineering standards. We provide a 7-Day Return and Replacement Policy for all eligible standard catalogue items. You may submit a return or replacement request within 7 calendar days from the date of confirmed delivery as recorded by the logistics carrier.

2. Eligibility Criteria for Returns

To be eligible for an approved return, the product must satisfy all of the following conditions:

• Condition: The product must be entirely unused, uninstalled, unaltered, and free of scratches, tool marks, or dirt.
• Packaging: The item must be packed in its original manufacturer packaging with all brand tags, security seals, instructional guides, warranty cards, and accessories intact.
• Proof of Purchase: The return must be accompanied by the original DuraStrand tax invoice or order confirmation receipt.

3. Non-Returnable & Non-Refundable Items

The following categories are strictly exempt from standard return and refund options, except in cases of verified manufacturing defects:

• Custom Cut-to-Size Products: Custom cut-to-length strands, steel cables, synthetic fiber ropes, or fabricated rigging made to buyer specifications.
• Opened Consumables: Chemical compounds, adhesives, lubricants, or safety consumables once the outer seal has been broken.
• Clearance & Sale Stock: Items clearly designated as ‘Final Clearance’, ‘Factory Second’, or ‘As-Is’ at checkout.
• Special B2B Mill Runs: Non-standard bulk enterprise inventory produced on specific mill-run orders.

4. Step-by-Step Return Process

• Step 1: Initiate Return Request – Contact DuraStrand direct customer support within 7 days of delivery via email at info@durastrand.com or call +91-9172682244. Provide your Order ID, part number (SKU), description of the issue, and clear photographs/videos of the item.
• Step 2: RMA Approval – Our technical team reviews the request within 24 business hours and issues a Return Merchandise Authorization (RMA) along with reverse pickup instructions.
• Step 3: Reverse Courier Pickup – A reverse pickup is scheduled with our domestic courier partner (Blue Dart / Delhivery / DTDC). Hand over the securely packed item and obtain the pickup acknowledgment slip.
• Step 4: Quality Inspection – Upon arrival at our New Delhi fulfillment facility, our Quality Assurance engineers inspect the item within 48 hours to confirm condition and compliance.
• Step 5: Settlement – Upon inspection approval, your refund is triggered immediately through our Razorpay merchant gateway or bank transfer.

5. Refund Modes & Settlement Timelines via Razorpay

All refunds are initiated directly to the original payment source through Razorpay Software Private Limited:

6. Return Shipping Charges & Restocking Terms

• Defective or Incorrect Dispatches: If the return is caused by a damaged delivery, transit defect, or incorrect SKU dispatch, DuraStrand absorbs 100% of reverse courier charges and issues a full 100% refund or free replacement.
• Customer Discretion Returns: If the return is requested due to customer ordering error or change of preference, actual reverse shipping courier fees and a nominal 10% restocking fee are deducted from the final refund amount.

7. 6 months Limited Manufacturer Warranty

Standard DuraStrand industrial products are backed by a 6 months Limited Manufacturer Warranty covering defects in material and workmanship under normal rated operating conditions. Warranty claims are evaluated by our engineering department in New Delhi.

8. Direct Customer Support & Grievance Contact

• Support & Returns Email: info@durastrand.com
• Helpline Phone: +91 9172682244
• Returns Processing Facility: Plot No. 42, Okhla Industrial Area, Phase-III, New Delhi – 110020, India

9. Governing Law & Exclusive Jurisdiction

This Return and Refund Policy is governed by the laws of India. Any legal dispute, claim, or arbitration arising from returns, refunds, or product liabilities shall be subject exclusively to the jurisdiction of the competent courts at New Delhi, India.