📜 DUTY FREE GUJARAT: Extended Return and Refund Policy

At DUTY FREE GUJARAT, we strive to ensure that your shopping experience is seamless and satisfactory. We take utmost care in packaging and quality control, but if an issue arises, our comprehensive return and exchange policy is designed for your convenience.

1. Eligibility for Return

A product is eligible for return only if it meets one of the following criteria:

  • Damaged Product: The product arrives visibly damaged due to transit or handling.
  • Defective Product: The product has a verifiable manufacturing defect or is not functioning as intended.
  • Wrong Product Received: You have received an item that differs from what you ordered (e.g., incorrect model, size, or variant).

Item Condition Requirements: To be accepted for a return, the product must be unused, in pristine condition, in its original packaging with all original price tags, labels, protective seals, manuals, and accessories intact. Returns may be rejected if the product shows any signs of usage or tampering.

2. Mandatory Unboxing Video Requirement

A full, continuous, and clear Unboxing Video is strictly mandatory for processing any return, refund, or exchange claim.

The video must clearly demonstrate the following:

  1. The condition of the outer shipping box/package before it is opened.
  2. The complete, continuous, and uninterrupted process of opening the box and removing the product.
  3. A clear, close-up view of the specific damage, defect, or discrepancy being claimed, captured within the video footage.

🚨 Strict Policy Rule: WITHOUT A COMPLETE AND CLEAR UNBOXING VIDEO, NO RETURN OR EXCHANGE REQUEST WILL BE ACCEPTED UNDER ANY CIRCUMSTANCES. This term is non-negotiable and is required to validate the authenticity of all claims.

3. Return Initiation Period

The customer must initiate the return request within 7 calendar days from the date the product was successfully delivered. Requests submitted after this 7-day period will not be accepted.

4. Exchange and Replacement Procedure

If a product is eligible for return (damaged/defective/wrong item) and you opt for an exchange:

  1. Our customer care team will first verify the Unboxing Video and the product’s condition against the claim.
  2. We will arrange for the pickup of the original item from your registered address.
  3. A replacement product will be dispatched promptly, subject to stock availability.
  4. For high-value items, such as luxury goods exceeding ₹1.5 lacs (One lac fifty thousand rupees), the dispatch process for the replacement may require extended internal quality assurance checks.

5. Refund Policy

  • Refunds are processed only when a suitable exchange or replacement is not possible (e.g., the item is permanently out of stock).
  • Once the returned item is received and passes our quality inspection (including the successful verification of the mandatory Unboxing Video), the refund process will be initiated.
  • The refund amount, excluding any original shipping or handling fees (unless the return is due to an error on our part), will be credited back to your original payment method within 5 to 10 business days.
  • For exceptionally high-value transactions, such as items priced at ₹5 crores or more, the refund processing time may extend up to 15 business days to comply with stringent bank verification and anti-fraud protocols.

6. Non-Returnable Items

Due to hygiene, safety, and specific customs regulations, the following items are generally excluded from our return policy, except in cases of confirmed damage or defect supported by the Unboxing Video:

  • Opened or used cosmetics and personal care products.
  • Earrings and certain types of body jewelry.
  • Sealed consumables once the seal is broken.

We encourage you to review this policy periodically as it is subject to change without prior notice.

Should you have any further questions or require assistance with a return, please contact our customer support team.