Terms & conditions

Returns And Refunds Policy

Returns And Refund is the scheme provided by various sellers listed on ‘Direct2U’ website and app, available on ‘d2u.store’ or the mobile application under the brand name “Direct2U”, in relation to specific products. The returns and refund policy gives you an option to return or exchange items purchased on the platform, for any reason within the specified return/exchange period, as detailed on the product details page. However, the return/exchange shall be eligible for products that are in good condition, as may be determined by Direct2U and/or sellers and suppliers.

What can I return?

You may request returns for most items you buy from sellers and suppliers listed on the Platform that are within the return window. However, products that are explicitly identified as ‘not returnable’ on the product detail page cannot be returned. All returns are subject to other Sections of this policy.

In case you have purchased a product with which a free product is delivered, and you raise a request to return the main product, you will have to return the free product as well. Further, for a product that forms a part of a package of other products, you must return all products that form part of the package to process the refund.

In circumstances where you return an extra or a different product, Direct2U will not be accountable for the misplacement of such product and will not be responsible for its delivery back to you.

If you opt for the Wrong/Defect item return option:

Subject to the seller’s return policy, the user will be allowed to return/refund an already purchased product if the said product is eligible for return.

The user will be eligible for a return/refund of the product if the product received is defective, damaged, wrong, or incomplete due to the seller’s fault or if the user has received the wrong product.

 Will my return be free of cost?

Yes, you may return your products free of cost. Refunds are dependent on the state of the products when returned to us.

How to return items?

You can return the products purchased on the Platform within the specified return/exchange period provided on the product description page. To return a product, please follow the steps mentioned below:

- If a product is eligible for a return, the user will be able to initiate the return request under the ‘My Order's section.

- Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform.

- After the ‘return request has been raised, Return ID will be generated by Direct2U.

- In case you purchase multiple products in a single order, return requests for individual items can also be raised.

- Once a return request is raised, Direct2U shall analyse the request and accordingly process the request internally. All return/exchange claims shall be subject to Direct2U discretion.

- If you have scheduled a pick–up for returning the product, please keep the items ready to be picked up by the delivery partners.

- Please keep the product in the original manufacturer’s packaging, all tags should be intact and a warranty card, if any, should also be placed with the product.

- At the time of pick up, our delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be returned, and no refund shall be made against such product.

Please note that the product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to Direct2U by writing to [email protected]  such request may be accepted at Direct2U sole discretion and subject to the new address being in the serviceable area.

Further, on receipt of the returned product, the product shall undergo a quality check. If the product is returned in an acceptable condition, as determined by Direct2U at its sole discretion, the refund shall be initiated, otherwise, the product will be re-shipped to you, at your cost, and no refund/exchange shall be initiated.

What are the return guidelines?

Prior to creating a return or exchange request on the platform, you shall ensure that, the product:

- Must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, warranty cards, and other accessories intact.

- Must not be damaged in your possession.

- Must be unused, unwashed, unsoiled, without any stains, and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).

- Must not be used or altered.

- Must be the same product that was delivered to you; and

- Must be returned within the return window specified against a product on the product detail page.

Further, the IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned product should match the records of Direct2U. Any additional

conditions provided in the product details against each product shall be applicable as well.

Furthermore:

- Your address and the item that you wish to return must be eligible for return.

- If the return is not eligible for pickup, a return option will not be available

- Once the return is received, you will be provided with a refund or exchange, as requested.

- If you intend to return an electronic device that stores any personal information, you must remove/delete all such personal information from the device prior to returning. Direct2U shall not be liable in any manner whatsoever for any use of such information. Such electronic devices should be formatted, and the screen lock should be disabled.

- No return or exchange shall be accepted if a warranty card, if any, is missing while return or exchange of product.

- The products available on the Platform are usually returnable within 2 days of delivery. However, specific details in relation to each product are mentioned in the product description.

Refund and return policies

Customer Return Policy Part A

CUSTOMER RETURNS

In case of a return request raised by the customer, Direct2U will accept and approve the return. After approval, the delivery partner will pick up the product, and reverse AWB (air waybill) is generated. The relevant details of the return will be available to the seller on the portal and the product being received by the seller, the seller will be expected to sign the POD and accept the return. On acceptance of the return, the delivered returns/terminal status will be reflected on the screen.

While opening the packet, the vendor is obligated to clear a high-resolution video with the date and time. In case of any disputes, the same must be raised to (email) within 2-3 days of the return delivered date. In the case of high-value items like watches, gadgets, tech accessories, and electronic items, disputes must be raised within 48 hours. Any dispute raised later than the timelines stated above shall not be considered or accepted. We need a packaging/unboxing video to process the return. The disputes must be raised over an email in the manner stated below and the dispute will be resolved/rejected within 45 days from the day it was raised. The reimbursements shall be made as per the matrix stated below

 IN THE CASE OF RTO

 In case the customer does not accept the product at the time of delivery the Delivery Partner will try to deliver the product 3 times and despite the attempts, the customer rejects the order then RTO (return to origin) will be initiated and details of the RTO shall be available to the Seller on the portal and the product being received by the Seller, the Seller will be expected to sign POD and accept the return. On acceptance of the return, the Delivered Returns/Terminal status will be reflected on the screen. While opening the packet, the vendor is obligated to clear a high-resolution video with the date and time. In case of any disputes, the same must be raised to (email) within 2-3 days of the return delivered date. In the case of high-value items like watches, gadgets, tech accessories, and electronic items, disputes must be raised within 48 hours. We need a packaging/unboxing video to process returns. Any dispute raised later than the timelines stated above shall not be considered or accepted. The disputes must be raised over an email in the manner stated below

Part 2 - Returns Pick-Up and Processing

 During pick-up, your product will be checked for the following conditions:

For any further queries regarding return or exchange or refund, please reach out to customer support at [email protected]