Return & Refund Policy | Derben Clove

Please review the return, refund and exchange conditions before submitting a request. Eligibility depends on the product category, condition of the item and the evidence required under this policy.

                    Opening Video Required
                    A real-time package opening video is mandatory for return, replacement or refund claims for every product and category.
                

                    Jewellery: 1 Day
                    Category-specific return, refund and exchange conditions apply.
                

                    Bags: 5 Days
                    Applicable only for manufacturing defects or damage during delivery.
                

Package Opening Video Requirement

To qualify for any return, replacement or refund request for any product or category purchased from Derben Clove, customers must provide a real-time package opening video showing the complete unboxing process.

What the Video Must Show

The package should be recorded continuously while it is being opened.
The shipping label on the package should be clearly visible.
The product and its condition should be clearly shown during the unboxing process.

This requirement applies to all products sold on Derben Clove. If the required package opening video is not provided, the product will not be eligible for return, replacement or refund under this policy.

How to Submit a Return or Refund Request

The package opening video is used to verify the condition of the parcel and product at the time of delivery and to help us review claims fairly.

If you need to raise a return, replacement or refund request, submit the required package opening video together with the relevant order details and supporting evidence within the applicable category timeframe stated below.

Jewellery Items

Jewellery items have a 1-day return/refund policy and exchange window, subject to the conditions below.

Time Limit

The request must be raised within 1 day from the date and time of delivery. The item must be unused and kept in its original packaging.

Damage or Manufacturing Defect

If a jewellery item arrives with a manufacturing defect or is damaged during delivery, contact us within 24 hours via WhatsApp and provide clear pictures of the damaged item together with the required package opening video. After verification, we may authorize the applicable exchange process.

Return or Refund Eligibility

For jewellery items, return or refund is available in cases of courier damage only. Jewellery delivered without damage is not eligible for return, refund or exchange.

Return Courier Charges

The customer is responsible for the courier charges for sending an approved return or exchange item back to us.

Misuse of Exchange Policy

Derben Clove reserves the right to reject or cancel an exchange request where abuse or misuse of the exchange policy is identified.

Bags

Bags have a 5-day return or refund policy applicable only where the product has a manufacturing defect or has been damaged during delivery.

Time Limit

A bag must be reported within 5 days from the date and time of delivery for a manufacturing defect or delivery-damage claim.

Claim Process

If a bag arrives defective or damaged, please contact us and provide clear pictures of the damage along with the required package opening video. The condition of the item will be reviewed before the request is approved.

Return Courier Charges

The customer is responsible for the courier charges for returning an approved item to us.

T-Shirts, Candles, Tissues & Pooja Samagri

T-Shirts, Candles, Tissues and Pooja Samagri / Divine Essentials have a 1-day claim window for eligible return, replacement or refund requests involving a manufacturing defect or damage during delivery.

Time Limit

The request must be raised within 1 day from the date and time of delivery.

Mandatory Package Opening Video

A real-time package opening video is mandatory and must show the complete unboxing process, shipping label and condition of the product. Without the required opening video, the claim will not be eligible for return, replacement or refund.

Eligibility

This 1-day claim window applies to eligible cases involving a manufacturing defect or damage during delivery. Products delivered without damage or defects are not eligible for return, exchange or refund.

Return Courier Charges

If an eligible return is approved, the customer is responsible for the courier charges for sending the product back to us.

Items Not Eligible for Return, Exchange or Refund

Products delivered without damage or defects are not eligible for return, exchange or refund unless a category-specific condition stated in this policy expressly provides otherwise.

Order Cancellations & Modifications

If an order requires confirmation and we do not receive a response to the order-confirmation communication within 24 hours, Derben Clove reserves the right to cancel the order as a fraud-prevention measure. Orders may also be confirmed through WhatsApp.

If you wish to cancel or modify an order, please contact us by email as early as possible and before dispatch. Once an order has been dispatched, cancellation is not possible.

Email: derbenclove.noida@gmail.com

Complaints & Disputes

For complaints or disputes relating to an order, please email derbenclove.noida@gmail.com within 24 hours from the day the order is received, together with your order details and relevant evidence.

Customer Responsibilities

Keep the product unused and in its original packaging where required.
Provide the required real-time package opening video and supporting evidence.
Raise the request within the timeframe applicable to the relevant product category.
Pay the return courier charges for an approved return or exchange.

Customer Support

If you have questions about return, refund, replacement, exchange or cancellation eligibility, please contact Derben Clove with your order details before sending any product back.

Email: derbenclove.noida@gmail.com

WhatsApp: +91-8373901212