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Shipping & Delivery Policy

  • We currently ship to Agra, Ahmedabad, Amritsar, Aurangabad, Bengaluru, Bhilai, Bhubaneshwar, Chandigarh, Chennai, Coimbatore, Dehradun, Delhi, Faridabad, Ghitorni, Gorakhpur, Hyderabad, Indore, Jaipur, Jamshedpur, Kanpur, Lucknow, Ludhiana, Mumbai, Noida, Patna, Prayagraj, Puducherry, Pune, Raipur, Ranchi, Supaul, Surat, Thane, Varanasi, Kolkata.
  • However if we do not deliver in your region/city and you would like to purchase a Durian Product you can contact us and the team will work on suitable solution and communicate the same to you within 1 - 3 working days.
  • Shipping and delivery is free of cost for products ordered online on www.durian.in
  • A nominal delivery charge may apply to certain products ordered in-store at the store manager's discretion.
  • While placing an order please input your pincode to see the estimated delivery time.
  • The estimated delivery time is based on a couple of varying factors:
    • Product availability
    • Your location
  • Products are habitually dispatched within a day of order confirmation.
  • In case you are opting for Bajaj Finance EMI options date of delivery will be calculated 21 days from the date of Delivery Order (DO) released by Bajaj Finance.
  • Please do get in touch with us on 1800 22 3242 in case you have any other queries.
  • You can now track your order in real time by logging into your Durian account.
  • We have a easy infographic within the “My Order” section which shows on a linear timeline till where the order has been processed.
  • All products except workspace chairs are shipped to the local sorting facility. Upon their arrival a support executive will get in touch with you to set an appointment that's convenient for you.
  • Workspace chairs get shipped to you directly by courier.
  • After the delivery of the same a support executive will get in touch with you to set an appointment that's convenient for you.
  • A tracking number for the package will be given to you upon its dispatch. You can track the package using the same.
  • We offer personalised delivery of your furniture through our team who will come in unpack, assemble and clean up your space once your furniture is setup.
  • Yes, we are sure all our furniture will fit into your space! However, if you are in doubt, please call our helpline and we will take care of the same. We provide accurate measurements for our furniture. For all products that require installation, kindly decide prior to the delivery team's visit on the exact location in your house where you would want to place your product, and instruct the delivery team to fix the product; please ensure that you have taken all necessary approvals prior for any drilling etc. that may be required to fix wall items in your apartment / home.
  • We have delivered furniture to over a million homes and we assure you that your product will be delivered to your space. In such circumstances do get in touch with us prior to your delivery and we will devise a solution to get your furniture to you.
  • When your product arrives, check all external surfaces across the product for any breakages, cracks, chip-offs, unfinished patches, or borer / insect infestations. If this is the case we will take care of it immediately. Once the product is delivered and our delivery team leaves your location, we will be able to only honour manufacturing defects and other fair usage breakages as outlined in the warranty policy.
  • If your product arrives and you find something wrong with it, bring it to the attention of our technician. We will fix it or replace it immediately for any minor issues. If there is a serious issue with the furniture you ordered please do contact us on our toll free number and we will replace the same for you.
  • In some rare and extreme cases delivery may be delayed. If this does happen we will update you with the progress periodically. You can also track the status of your parcel by logging into your account on the website. If in case we don't get in touch with you please do contact us.
  • We are shipping as per the latest government guidelines. We assure you that we are taking all the necessary steps to ensure that your order is delivered at the earliest. In case of order cancellation, cancellation charges up to 100% may be levied.
  • We ensure that our technician will call you to fix your appointment. Due to unforeseen circumstances, you happen to miss your delivery our technicians will leave you a message and reschedule a delivery for the same. A rescheduling of an appointment may incur an additional transportation fee. Contact us here if you have any queries regarding the same.

Cancellation Policy

  • Order booked once, cannot be cancelled, unless cancelled within, One (1) hour of receipt of an order. No cancellations beyond the stipulated period of One hour shall be allowed. No amount shall be refunded. In such cases, if One Hour have elapsed from the date of the Order of Booking; full amount paid by the Customer will be deemed forfeited.

Return Policy

  • We are committed towards ensuring your satisfaction on each and every product you have ordered from us. We stand behind the quality of our product.

    • Products are sold on a non-return basis and unless damaged, different or incorrectly delivered cannot be returned (refer clause I below)
    • All returns must receive prior approval of the Company.
    • The Company reserves the right to inspect the Goods to be returned (refer general terms clause 4 (b).
    • Goods must be returned according to the Company’s procedure for return or replacement (refer clause III below).
    • The Customer must retain signed return documentation as a proof of return.
    • Unless damaged, faulty or incorrectly delivered, a re-stocking fee of 15 % applies to all Goods returned and is payable within 15 days of the end of the month in which the product is replaced.
    • I. Eligibility of Return

      • Damaged: In an unlikely event that any product ordered is not received in good condition and is damaged beyond repair.
      • Difference: In case the item delivered to you is different from the original item ordered( wrong SKU)
    • II. Not Eligible for Return

      • Relocation - In the event of the subsequent dismantling of the item for relocation, reassembly, etc., please note that Durian will not be responsible for any damage to the product.
      • Self-Assembly - In the event that (the customer) installs the product by own self or using an unauthorised 3rd party vendor where assembly is required.
    • If you feel your order is eligible for return please refer to the below section

      III. Process and Timelines

      • Step 1 - When trying to return a product please ensure to follow the below process, if this process is not followed we will not be liable to take any returns
        • Case 1 - Company Installed Products – At the time of delivery the customer must make a video of the damaged/different product in the presence of Durian Technician explaining how and why the product is eligible for Return. Durian Technician being a part of the video.
        • Case 2 - DIY products - A - At the time of delivery the customer must make a video unboxing the product from the original package removing each component and assembling the product. Any damage/difference in the product should be pointed out in the video itself.
      • Step 2 - Submit the Video/Images and Invoice Details on [email protected] or call us on 1800223242 after which our internal support team will create a ticket and provide the Ticket ID to you from where you will able to track the status of your return.
    • IV. Evaluate and Pick-Up

      • After your ticket ID is being created it will go in evaluation process this process will take 7 working days.
      • The return requests are evaluated by the Customer Support team and an expert visit may be scheduled (if required). Please note that the resolution will be provided on basis of the technician’s evaluation report.
      • Return pick-up of the product will be scheduled post the evaluation by the technician and your subsequent interaction with our Customer Support team.
      • The product must be in its original brand new condition and in original packaging. Item(s) must be unused condition free from soil or stains. No return or exchange will be allowed if the product has been used.
      • Please retain the original packaging of the product, along with the user manual, warranty slip, and other accessories to ensure a successful pick-up.
      • A product scheduled for return pick-up will only be picked up by Durian from the original shipping address of the order as per your convenience.
  • All the returns will be processed solely on discretion of Durian Industries ltd
  • Other Exclusions:

    Variations due to natural characteristics of Material

    Wood and leather are natural materials and have their own inherent and distinctive characteristics such as colour, texture, grains, fibre, wrinkles, manure stains and insect bites on leather,etc. Solid wood may react strongly/differently to the changing climate (i.e. cold, warmth and humidity) which could lead to expansion and contraction of wood and cause superficial hairline cracks in it. Likewise, natural stretch in leather upholstery may show crease or fold. DURIAN makes every effort to reduce such natural instances by subjecting the wood and leather through various processes. However, due to their inherent characteristics, complete elimination may not be possible and variations may arise in their colour, texture, grains, dimensions, etc. for which DURIAN shall not be liable.

  • Tolerance:

    All our products are made with tolerance of (+/- 10mm) in dimension and size. The seating comfort of a product may differ because of its construction, form, foam, fabric or material used which may have their natural characteristics, etc. Differences in the hardness and/or softness of a seating are normal and do not signify its poor workmanship or defect and DURIAN shall not be liable for the same.

    If the delivery is refused because the purchased item(s) cannot fit into the home or room(s) by the delivery agents, the customer is responsible for any/all return costs as well as a 25% restocking fee. It is solely the customer’s responsibility to measure the room(s), delivery path prior to purchase/delivery, Colour variation etc.

    Without prejudice to the generality of the foregoing, all recommendations or advice given by or on behalf of the Company to the Customer as to the methods of installation or using the Goods and the purposes for which the Goods may be used are given without liability on the part of the Company, its servants, or agents.

  • Customer hereby fully agrees and understands the above-mentioned terms and conditions regarding SALE, WARRANTY POLICY & RETURN POLICY.
  • Further Please Note: If a rare product is specially ordered for a customer, the product may have to be ordered on a no-return/refund basis. This, of course, will be informed to the customer at the time of the purchase from the website.
  • NOTE:

    Customer hereby agrees and DURIAN reiterates that the Warranty Terms contained hereinabove shall not be construed as any form of “Guarantee” on the goods/materials i.e. DURIAN shall not be liable at any stage, for a complete replacement/recall of goods/materials sold hereunder, and that the liability of DURIAN shall be strictly limited and subject to the Warranty Terms contained hereinabove.

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