RETURN, REFUND, REPLACEMENT & CANCELLATION POLICY
At Duyell, we are committed to delivering fresh, premium-quality seeds, dry fruits, nuts, granola, muesli, and healthy snacks. Every order is carefully packed under strict hygiene and quality standards to ensure it reaches you in the best possible condition.
Returns
As our products are food items, we are unable to accept returns once an order has been delivered. This policy helps us maintain the highest standards of food safety, hygiene, and product quality for all our customers.
Order Cancellation
To ensure quick processing and timely dispatch, orders are processed soon after they are placed. Therefore, once an order has been confirmed and payment has been successfully completed, it cannot be cancelled, modified, or changed.
We kindly request you to review your order details, shipping address, contact information, and selected products carefully before completing your purchase.
Refund Policy
As a general policy, Duyell does not offer refunds on successfully delivered products.
Refunds will not be applicable for reasons including, but not limited to:
- Change of mind after placing the order.
- Personal taste or product preference.
- Incorrect product selection by the customer.
- Incorrect or incomplete shipping information provided during checkout.
- Delivery delays caused by incorrect customer details or circumstances beyond our reasonable control.
- Minor natural variations in colour, texture, size, or taste, which are inherent characteristics of agricultural and food products
Replacement for Genuine Issues
Your satisfaction is important to us. If you receive:
- A damaged or tampered package.
- An incorrect product.
- An expired product.
- A product with a verified manufacturing defect
Please notify us within 12 hours of delivery.
To help us investigate your request promptly, kindly provide:
- Your Order ID or proof of purchase.
- A complete unboxing video starting from the unopened package (mandatory).
- Clear photographs showing the issue.
- A brief description of the concern
Our Quality Control team will carefully review the information provided. If the issue is found to be genuine, we will arrange a free replacement at no additional cost..
As Duyell deals with perishable food products, requests received after 12 hours of delivery, or requests submitted without the required unboxing video and supporting photographs, may not be eligible for replacement.
Orders Lost During Transit
If your order has not been delivered within a reasonable time after dispatch, or if it has been confirmed as lost during transit by our courier partner, please contact our customer support team with your Order ID.
After verification, Duyell will make every reasonable effort to resolve the issue, which may include dispatching a replacement where appropriate.
Contact Us
If you have any questions or concerns regarding your order, our customer support team will be happy to assist you.
Email: support@duyell.com
Phone: +91 7396119797
Customer Support Hours: Monday to Sunday, 10:00 AM – 6:00 PM (IST)