How to go about delayed, lost and damaged products
by Dufa Staff | 31 August 2020
This is a detailed guide to help with lost and damaged products.
Delayed Orders
For shipped items: In an event that there is a delay from Delhivery to pick up your package from you or if the customer has not received the order within 3 days of estimated delivery time even though you shipped it then let Dufa know immediately. Ensure you have proof that the package was sent to the customer (label, tracking #) and Dufa will take it up with Delhivery.
For Return items: In an event that there is a delay from Delhivery to pick up the package from the customer or its been long (over 7 – 10 days) since the customer shipped the order but you didn’t receive it, then let Dufa know immediately. Ensure your customer can handover proof that the package was sent (label, tracking #) and Dufa will take it up Delhivery.
Note: Dufa has no control over the delays by Delhivery but we can report the issues on your behalf and track the package and reason for delays.
Lost Orders
For shipped items: In an event that the package was lost from Delhivery even though you shipped it then let Dufa know immediately. Delhivery has a policy of 72 hours of the estimated delivery date within which you need to notify of any lost orders. See their policy for details.
For Return items: In an event that the package was lost from Delhivery even though the customer had shipped it, then let Dufa know immediately. Delhivery has a policy of 72 hours of the estimated delivery date within which you need to notify of any lost orders. See their policy for details.
Note: If the package is lost by Delivery, the customer will be refunded, and you will not be charged any fees. Based on availability we may ask you to replace the item for customer if you consent to do so.
Damaged products
For shipped items: In an event that the package was damaged from Delhivery, we have asked customers to notify Dufa immediately with pictures. Delhivery has a policy of 72 hours of the estimated delivery date within which you need to notify of any lost orders. See their policy for details. Damaged packages can be tricky as it’s hard to point if a defective piece was given. Dufa will assess this on a case by case basis and accordingly keep you informed.
For Return items: In an event that the return package was damaged from Delhivery, we please notify Dufa immediately with pictures. Delhivery has a policy of 72 hours of the estimated delivery date within which you need to notify of any lost orders. See their policy for details.
Note: Damaged packages can be tricky as it’s hard to point if the customer damaged it or if it’s the delivery partner. Dufa will assess this on a case by case basis and accordingly keep you informed and refund/ or ask you to replace item for customer accordingly.