Delivery & Returns

Delivery & Returns


1. What is the estimated delivery time?
Delivery times are influenced by product availability, geographic location of the product in inventory, your shipping destination and the courier partner's time-to-deliver in your location.
Please check your accurate delivery timelines by entering your default pin code at the time of ordering.
Please note, some courier partners do not work on Sundays and this is factored in to the delivery dates.
In general, our standard delivery timelines are:

Shipping Destination

Days to Deliver


4-6 Days


6-8 Days

2. How much does delivery cost?
Delivery charge varies with the product you are purchasing.We incur relatively higher shipping costs on low value items. In such cases, charging a nominal delivery charge helps to offset logistics costs. Please check your order summary to understand the delivery charges for individual products.

3. What happens if I am out when delivery is attempted?
Your order will be delivered to the delivery address you have provided to us. If you weren’t available when the courier partner knocked at your door, two additional delivery attempts will follow on successive days.

4. When will the deliveries take place?
In general, our courier partner will try to deliver between 9:00 and 18:00. It can be challenging to stay at home for all these hours, especially on working days. If you cannot be there at a certain hour, try to see if someone else can be at the delivery address to accept the parcel on your behalf.

5. How will I be notified about my order?
If you have successfully placed an order with us, we will keep you notified at different stages of the journey of your order. An e-mail or SMS will be sent once you've successfully placed your order. We'll also let you know as soon as the seller ships the item(s) to you along with the tracking number(s) for your shipment(s). You can track your orders from the “Track Order” section on our website. We’ll send another communication when your package is on its way to be delivered to your specified delivery address.

6. How will the packaging look like in case of a door delivery?
We ensure highest standards of packaging norms and deliver all our products in highly standardized Carton Boxes which will enable there are no damages while handling your items.

7. What to do if my package shows as delivered but I can't find it?

If your tracking information shows that your package was delivered, but you can't find it:


  • See if someone else accepted the delivery.
  • Wait for a few minutes and check at your doorstep/office reception for the arrival of our delivery associates.
  • Wait until the end of the day-packages may show as delivered while still in transit.
  • If you are still unable to locate your item contact our Customer Service. Please note, we will only be able to support you if contacted within 7 days of your package marked as Delivered.

Cancellation and return policy

1. What is Durex Cancellation Policy?
Once you raise a cancellation request, Cancellation of item(s) in your order happens immediately if the order hasn't been shipped yet by us. If your order has been shipped, we will not be able to cancel the order.

2. How do I cancel my Order?
Registered User: The order can be cancelled under “My Orders” section
Guest User: The order can be cancelled from your email id

3 .What is Durex “No Questions asked Returns” policy?
Durex as a brand stands for Customer Satisfaction. However if you are not satisfied with our product, you can return your order within 10 days after delivery of your product. Products are returnable within the applicable return window if you’ve received them in good condition that is (Product is not physically damaged in transit, or different from their description on the product detail page of our website).

  • Customer can raise the Return request for next 10 days through an email/ link Provided.
  • For prepaid Orders Refunds will be provided on the same account . Refunds would be reflected in 5-7 Business Working Days
  • For COD Customer to send his Banking details in case of COD . COD Refunds would be reflected in 10- 12 Business Working Days post the Banking details shared.
  • We will deduct a flat 60 Rs for the same in both the cases and refund the final amount.

4. When is the refund policy applicable?

  1. You received a wrong item. Oops this is embarrassing!.
  2. You found the item missing!. We would analyse and try to reship the missing item.
  3. You found the item damaged!. We would analyse and give a new item.
  4. No Questions Asked Returns. We are obsessed with our Customers and if you are not satisfied please contact us.
  • In case you would like to return the product please keep in mind the product must not be used and must be returned in the state you received them and be returned in the original packaging. ( For 1 to 3 )

5.How and when do I get my refund?
We will issue a refund once we receive your return. Following are the refund processing timelines:

Refund Method Refund Time-Frame
Credit/ Debit Card 5-7 Business Days
Net Banking 5-7 Business Days

For Cash on Delivery orders, refunds will be processed to your bank account

6. Who can I contact if I have a question about a delivery?
For Delivery Queries :- Contact us at or call us at 1800-547-8900.

1. How do I pay for a purchase?
We offer you multiple payment methods. If you chose to pay online, you can rest assured that our trusted payment gateway partners always use secure encryption technology to keep your transaction details confidential.
You may use Internet Banking and Cash on Delivery (On Selected Pincodes) to make your purchase.
We also accept payments made using Visa, MasterCard, Maestro and American Express credit/debit cards in India.

2. I am being charged GST while checkout. What is GST?
GST is a single tax which subsumes everything else like VAT, Excise, Entry tax etc. This is levied on every good or services and must be borne by the consumer. We do not profit in any way from these taxes.

3. How is the GST amount decided?
When you order from us, the correct GST amount will be collected from you depending on the product category and will be calculated as follows: Min. 0% - Max. 28% of net payable (MRP - product discount - coupon discount).

4. If I return/cancel the purchased product will the GST amount charged be refunded?
Yes, the entire amount would be returned into the source account as per our Returns policy.