Cancellation, Return, Replacement & Refund Policy

Oct 26, 2026

Scope and Purpose

This policy applies only to purchases made on our official website, www.durafit91.com. It explains when you can cancel an order, request a replacement or return, and receive a refund.

This policy does not limit your statutory rights as a consumer under the Consumer Protection, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It covers purchases on www.outdoors91.com only, purchases made through marketplace or other sellers are governed by the policies of those platforms.

Order Cancellation

Cancellation Before Dispatch – You can cancel your order any time before it is dispatched. We will cancel the order and refund the full amount.

Cancellation After Dispatch – You can cancel after dispatch. In that case we will refund the order value after deducting only the actual costs already incurred on your order, such as outbound shipping and payment-gateway charges. If you refuse delivery of an order that is not damaged, wrong or defective, the same actual costs may be deducted. No deduction is made where the cancellation results from our delay, our error, or any other reason attributable to us.

Cancellation by Durafit91 – If a product is out of stock, cannot be delivered to your pin code, or has a pricing error, we will inform you and refund the full amount.

Returns, Replacements and Exchanges

We accept returns and replacements only when the product is damaged, defective, wrong, or has missing parts. We do not accept returns for change of mind.

Eligible Cases

• Damaged Shipment or Box – If the box arrives damaged or tampered, refuse the delivery or report it within 48 hours. A video of you opening the package helps us process the claim quickly and we may ask for it, but a claim will not be rejected only because no video is available; clear photos or other evidence will also be accepted. We will arrange a replacement.
• Wrong Product Delivered – Report within 48 hours with unboxing photos or video. We will send the correct product.
• Missing Parts or Accessories – Report within 48 hours with proof. We will send the missing parts or replace the product.
• Defective / Non-Functional Product – Report within 7 days of delivery or installation, whichever is later. Our technician will inspect it. If it cannot be repaired, or the defect is fundamental, you may choose a replacement or refund.
• Replacement Out of Stock – If a replacement is not available, we will issue a refund.

Non-Eligible Cases

• Change of mind or no longer needing the product
• Used or assembled products, unless defective
• Damage caused by misuse, overloading, accidents or third-party repair
• Minor dents or scratches on the box that do not affect the product
• Requests made after the time limit
• Minot issues resolved by an on-site repair that restores the product to proper working condition; if the repair fails or the defect is fundamental, a replacement or refund will be given.

Verification and Onsite Service

Please share clear photos or videos of the damage or defect. For repairable fault we may send an authorised technician to repair the product. If the repair is not possible, does not resolve the issue, or the defect is fundamental, we will arrange a replacement or refund.

Return Process

1. Raise a Request – Email or call us within the time limit with your Order ID, issue details and photos or videos.
2. Review – Our team will acknowledge your request within 24 working hours of receiving it, with a reference number.
3. Technician Visit – If needed, a technician will visit within 72 working hours to inspect the product.
4. Approval – If the issue cannot be fixed, we will approve a replacement or refund.
5. Pickup – We will arrange a free pickup. Please hand over the product with all accessories, manuals and the invoice.

Refunds

Refund Cases – Refunds are given when an order is cancelled before dispatch, when we cancel the order, or when a damaged, defective or wrong product cannot be replaced.

Mode of Refund – Refunds are credited to the original payment method. For COD orders, any booking amount is refunded to your bank account or UPI.

Processing Time – We initiate refunds within 3 working days of approval. Depending on your bank, it may take 5 to 7 working days to reflect in your account.

Charges – No charges are deducted for returns due to our error, our delay, or a product defect. Where you cancel after dispatch, or refuse delivery of an order that is not damaged, wrong or defective, we deduct only the actual costs already incurred on your order.

Important Conditions

• Unboxing Video – We recommend recording a video while opening the package, and we may ask for it to process damage, wrong-product or missing-parts claims. A claim will not be rejected only because no video is available; photos and other evidence will also be accepted.
• Original Condition – Products must be handed over with all parts, accessories, manuals and the invoice.
• Time Limit – Damage, wrong product or missing parts must be reported within 48 hours of delivery. Defects must be reported within 7 days of delivery or installation, whichever is later.
• Warranty – Issues reported after 7 days are handled under our Warranty Policy.

Customer Support

For any queries, or to request a cancellation, replacement or refund:

• Email: cares@outdoors91.com
• Phone: +91 7506753847
• Hours: Monday to Saturday, 10:00 AM – 7:00 PM

Grievance Redressal

Consumer grievances are handled under our separate Consumer Grievance Redressal Policy, available at https://www.outdoors91.com/terms#grievanceRedressal. That policy names our Grievance Officer and Nodal Officer and sets out the timelines for acknowledging and resolving complaints, in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.