Returns & Replacement Policy
Dustrato products are eligible for replacement or returns with a full refund of the order amount, issued either as Website Wallet balance (for discounted products) or to your original payment method (for non-discounted products) when applicable.
Overview
Dustrato products are eligible for replacement or returns with a full refund of the order amount, issued either as Website Wallet balance (for discounted products) or to your original payment method (for non-discounted products) when applicable.
- Replacements or refunds are offered only for damaged, defective, or wrongly delivered products.
- Refunds for discounted products are credited to your Website Wallet as store credit.
- Refunds for non-discounted products go back to your original payment method.
Eligibility
To be eligible for a replacement or refund, products must be:
- done Damaged, defective, or wrongly delivered.
- done Unopened, unused, and in original packaging.
- closeSize issues, opened, used or damaged products cannot be returned.
Cancellation Policy
We do not offer order cancellations once an order is placed.
Please review your orders carefully before completing your purchase.
Replacement Requests
Within 7 Days
Replacement requests must be made within 7 days of product delivery.
Unboxing Video
A continuous, unedited 360° unboxing video is mandatory. It must clearly show the sealed package before opening, the unboxing process, and the damaged or incorrect product.
No Video, No Replacement
Any replacement requests without an unboxing video will not be accepted.
Refund Methods
Refunds are issued as store credit or to your original payment method, depending on how the product was purchased.
wallet Store Credit for Discounted Products
For any discounted products, approved returns are automatically refunded to your Customer Account Wallet as store credit for future purchases. If no account is open, it must be manually opened by the customer and informed to process the refund.
monetization_on Non-Delivery Full Refund
If your order is not delivered within 30 days of placement due to any issue on our end, you may contact us for a full refund to your original payment method.
Non-Delivery & RTO
Our delivery partner offers a maximum of 3 delivery attempts for all orders.
rotate_left Return to Origin (RTO)
If a prepaid order is not delivered in all 3 attempts due to an issue on the customer's side, the order will return to our warehouse. The customer can re-initiate delivery with a re-shipping fee of Rs. 100 collected during delivery. Otherwise, if the customer decides to refund, the prepaid amount is refunded with a Rs. 300 deduction covering all shipping and packing charges. If the customer opts for re-shipping and still fails to collect the parcel in all 3 attempts, no refund will be provided.
For partial-COD orders not delivered due to an issue on the customer's side, we do not refund the advanced partial amount (Rs. 99 or more, depending on the product) to cover our shipping charges.
How to Request
Send an email to support@dustrato.store with your order number, details of the issue, and the unboxing video link (for damaged / defective items).
Our customer support team will review and respond within 48–72 hours.
Customers may reach out through social media for basic support, delivery assistance, and general queries. However, requests related to returns, refunds, replacements, order disputes, or claims will only be considered valid if submitted by email to support@dustrato.store. Messages, comments, or DMs on social media shall not be treated as an official or legally valid support request for such matters.
Shipping Costs for Replacements
Dustrato covers shipping costs for replacements due to damages or defects during shipping. For other scenarios, shipping costs may be borne by the customer.
flash_on Return Process
The customer must ship the order back to our given address using their preferred courier partner (recommended: Indiapost), at their own cost first, with their name and order number written properly on the parcel or on a paper note inside the parcel. Rs. 100 (to cover shipping charges) will be credited to the customer's store wallet after quality inspection of the returned order is complete and approved. After approval, the replacement will be sent to the customer's address within 7 days.
If there is any issue from the company's side, the customer may reach us at support@dustrato.store to get support before proceeding with any complaints.
Still Have Questions?
Our performance support team is ready to assist you with complex returns, warranty claims, or specific inquiries.