This Shipping, Returns / Refunds & Defect Resolution Policy explains how we handle returns, refunds, replacements, and issue resolution for customers located in the United States. This policy has been designed to provide a high level of transparency, fairness, and confidence when purchasing Indian products through our direct-to-consumer marketplace – Desi Local Co.
By placing an order on Desi Local Co., you agree to the terms outlined in this Policy.
1. OUR COMMITMENT TO QUALITY & FAIRNESS
At Desi Local Co., we are committed to delivering authentic, high-quality Indian products to customers across the United States. We work directly with verified Indian brands, artisans, and manufacturers and conduct multiple quality checks before products are dispatched internationally.
While we strive to ensure every order arrives exactly as expected, we understand that issues may occasionally arise. This Policy exists to clearly outline how such situations are handled and what remedies are available to you.
2. SHIPPING POLICY
Currently, we only ship within the United States. Free shipping is available on all orders of $75 or more. Orders under $75 incur a flat $15 shipping fee. Expedited shipping options will be shown during the ordering process, if available for the products in your cart. We ship using trusted carriers such as DHL, FedEx, UPS, and USPS to ensure reliable and trackable delivery. After an order is placed, it will take 3-5 business days to be processed and shipped and the delivery time & tracking information will be shared via email. Shipping windows exclude holidays and weekends.
3. INSPECTION WINDOW (72 HOURS)
You are required to inspect your order immediately upon delivery.
If you notice any issue with your order, you must notify our support team either on email or on Whatsapp within seventy-two (72) hours of delivery (“Inspection Window”). Claims submitted after this period may not be eligible for resolution under this Policy, except in exceptional circumstances determined at our discretion.
To initiate a claim, you may be asked to provide clear photographic or video evidence showing the issue from multiple angles, including images of the outer packaging where relevant.
4. ELIGIBLE ISSUES COVERED UNDER THIS POLICY
The following scenarios are eligible for review, investigation, and resolution, subject to verification:
4.1 Damaged or Broken Products
Examples include products that arrive broken, cracked, dented, melted, punctured, or otherwise physically damaged.
Resolution: After verification, we may offer a replacement, full refund, or store credit.
4.2 Incorrect Product Received
If you receive a product that is different from what was ordered or listed on your invoice.
Resolution: After verification, we may offer a replacement or full refund.
4.3 Missing or Incomplete Orders
If one or more items or quantities are missing from your shipment.
Resolution: Shipment of missing items or refund of the missing value.
4.4 Product Not as Described
If the product materially differs from the description, images, specifications, size, color, or material stated on the website.
Resolution: Replacement, partial refund, or full refund depending on severity and availability.
4.5 Functional Defects
If a product does not function as intended, including electrical or mechanical failures.
Resolution: Troubleshooting support, replacement, or refund.
4.6 Finish, Craftsmanship, or Appearance Defects
Examples include scratches, uneven paint, chipped surfaces, discoloration, or poor finishing.
Important note: Many Desi Local products are handcrafted. Minor variations inherent to handmade processes are not considered defects unless the difference is significant and unreasonable compared to what was displayed online.
Resolution: Partial refund, replacement, or full refund.
4.7 Assembly-Related Issues
Missing components, unclear instructions, or inability to assemble the product despite reasonable effort.
Resolution: Replacement parts, instructions, replacement product, or refund.
4.8 Damage Due to Inadequate Packaging
Damage caused by insufficient packaging or cushioning.
Resolution: After verification, we may offer a replacement, full refund, or store credit.
4.9 Transit Damage
Damage caused during shipping, including impact damage, punctures, or moisture exposure.
Resolution: Replacement or refund following investigation with the shipping partner.
4.10 Weight Discrepancies
Significant variance between the product weight listed on the website and the weight received.
Resolution: Refund, replacement, or price adjustment.
4.11 Color Variations
Significant color mismatch beyond reasonable differences caused by lighting or screen settings.
Resolution: Replacement, refund, or suitable resolution.
4.12 Unusual or Strong Odors
Persistent odors that may indicate a product defect or contamination.
Resolution: Replacement or refund after investigation.
4.13 Labelling or Marking Errors
Incorrect, misleading, or incomplete product labels or instructions.
Resolution: Correction, replacement, or refund.
4.14 Did not like the product
If you don’t like a product that you have ordered.
Resolution: Eligible for return. We will share a shipping label. The cost of the return shipping is borne by you.
4.15 Product has a sizing / fit issue.
If you ordered a size that is not fitting you, or the product does not fit your body type well.
Resolution: Eligible for return. We will share a shipping label. The cost of the return shipping is borne by you
5. ISSUES NOT ELIGIBLE FOR RETURNS OR REFUNDS
The following scenarios are generally not eligible:
• Minor handcrafted variations disclosed on product pages.
• Normal wear and tear after use.
• Damage caused by misuse, negligence, or improper unpackaging or improper installation.
• Issues reported outside the Inspection Window.
• Product labels have been removed even if the product has not been used.
• Product has been used by you.
6. EVIDENCE & VERIFICATION REQUIREMENTS
To process a claim, we may request:
• Clear photographs or videos of the product
• Images of original packaging
• Order number and delivery confirmation
Failure to provide sufficient or accurate evidence may result in claim rejection.
7. RETURN SHIPPING RESPONSIBILITY
If the product is covered under our standard return policy as stated above:
- If the issue is due to a defect, error, or damage attributable to Desi Local Co. or the seller, we will bear the cost of return shipping.
- In other cases, return shipping costs will have to borne by you and will be adjusted against your final refund / store credit amount.
8. REFUNDS & REPLACEMENTS
8.1 Refund Method
Approved refunds are issued to the original payment method used at checkout only. The refunds cannot be processed to any other payment methods.
8.2 Refund Timelines
Refunds are typically processed within ten (10) to fifteen (15) business days, depending on the payment provider.
8.3 Replacement Timelines
Replacement timelines depend on product availability and shipping destination. Our support team will keep you updated on the same.
9. FRAUD PREVENTION & MISUSE SAFEGUARDS
We reserve the right to deny claims in cases involving:
• Insufficient, misleading, or fabricated evidence.
• Repeated or excessive return requests.
• Suspected fraudulent activity.
All decisions are made after careful review and are final.
10. CANCELLATIONS BEFORE DISPATCH
Orders may be cancelled within twenty-four (24) hours of placement, provided the order has not entered processing or dispatch.
Eligible refunds for pre-dispatch cancellations will be processed to the original payment method.
11. HOW TO INITIATE A RETURN OR CLAIM
To initiate a claim:
1. Contact Desi Local Co. customer support at contact@desilocal.co or +1 837498347
2. Provide your order number
3. Share requested verification information.
4. Await confirmation and next steps
12. CUSTOMER SUPPORT
Our customer support team is available to assist with questions related to returns, refunds, and defect resolution through the contact options listed on our website. Additionally you can contact us on contact@desilocal.co or +1 619-892-8478
13. POLICY UPDATES
Desi Local Co. reserves the right to update or modify this Policy at any time. Updates will apply to future orders and will be published on our website.