1. Do you have a return policy? Can I return my product after it has reached me?
Yes, Elegenze's Business Partners / Sellers have a simple return policy under which you can return a product received by you in a damaged or defective condition from the Business Partner / Seller. In case of categories like Apparel and Footwear, the return policy is also applicable if the product does not fit you due to a size mismatch.
There is a 48 hours return policy, which means that you can request a return of the product within 48 hours of receiving the product. Plus, the product to be returned must reach our Business Partner's / Sellers' address within a maximum of 10 working days from the date of delivery to you.
Elegenze's Business Partner / Seller retain the right to examine whether the returned product is defective and/or damaged. In case the returned product is not defective or damaged, the customer will be informed about the same and the product as received will be returned to the shipping address of the customer.
In case the returned product is eligible for a replacement, Elegenze's Business Partner / Seller will send the replacement to the same shipping address of the customer, subject to the availability of the stock of the product.2. Are there specific conditions under which the product returns/replacements may be rejected?
Returns for replacement/refunds/exchange under certain scenarios will NOT be accepted as given below:
3. How do I return the product? Whom should I contact in such a scenario?
|i.|| ||Request for return is made after 48 hours of receiving the product by you|
|ii.|| ||Product is used or is not in its original condition. The product should not be washed or ironed.|
|iii.|| ||Products are returned without its original packaging, freebies or accessories.|
|iv.|| ||Product was damaged after use/opening.|
|v.|| ||Incidental damage due to malfunctioning of the product.|
|vi.|| ||Products like innerwear, freebies, bullion, etc. do not qualify for replacement, exchanges or refund (please refer to relevant FAQ in this regard for complete list).|
|vii.|| ||Any consumable item which has been used or installed.|
|viii.|| ||Product with tampered or missing serial number/IMEI number/UPC number.|
|ix.|| ||Missing manufacturer tag especially in case of apparel and footwear.|
|x.|| ||Any damage/defect which is not covered under the manufacturer's warranty.|
It's very simple; within 48 hours of receiving a product, you can request a return via e-mail at firstname.lastname@example.org or over phone at our customer care number 08000-844412 (10.00 a.m. to 6.00 p.m. / 7 days a week).
Alternatively, you can also submit a ticket in 'My Account' section of your registered account at www.elegenze.com.
Please note that a replacement is subject to availability of stock with our Business Partner / Seller. In case a replacement cannot be made, we will initiate a full refund.4. Do I need to return the product in its original box/packaging?
Yes, it's important that the product is sent back in its original packaging, original manufacturer tags, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered (including any free or complimentary items).5. What is the resolution offered in case of returns?
In case of a return, possible solutions are:
6. Can I return any product purchased from Elegenze? Are there products that can't be returned?
|•||Replacement of the product with a similar product (only if stocks are available with our Business Partner / Seller);|
|•||Exchange (only for Apparel and Footwear); or.|
|•||Full refund of your money. (View our Refund Policy for details)|
Yes. You can return any product except innerwear, lingerie, vests, briefs, trunks, socks, mittens, wristbands, cosmetics, perfumes, deodorants, fashion accessories, contraceptives, flowers, furniture, bullion, precious jewellery, remote-controlled toys and their accessories and any free/complimentary items received along with the main order.7. Is there a time frame within which I have to notify Elegenze to return the purchased product for a return/replacement?
If you wish to return or exchange a product, you must intimate Elegenze within 48 hours of receiving the product. As per our returns policy, the category-wise conditions for return/refund are as follows:
|a.|| ||For Apparel and Footwear, if they do not fit because of a size mismatch/issue.|
|b.|| ||For Kids Products and Toys (non remote-controlled), Healthy & Beauty, Home & Kitchen, Apparel, Footwear, Books, if they were defective and/or damaged when received. These products cannot be returned if the reason for return is other than "defective" or "damaged".|
|c.|| ||For Digital products, Mobile phones, Computers, Tablets, Home & Kitchen (electrical), Electronics and Appliances, if found to be defective or damaged on arrival. The products cannot be returned if the reason for return is other than "defective" or "damaged".|
However, if any manufacturing defect or damage is reported to us after 48 hours of the product being received by you, we would need a DOA (dead on arrival) certificate/replacement certificate from the respective Brand's authorized service centre to initiate the replacement or refund process. Without the DOA certificate/replacement certificate we will not be able to process the replacement or refund.8. Do I need to send the product or can it be collected from my address?
Elegenze has a smooth pick-up facility in most cases and in most cities. However, there can be a few exceptions to this depending upon the shipping address and the nature of the product. To know whether pickup is available from your shipping address or not, you can call our customer care number at 08000-844412 (10.00 a.m. to 6.00 p.m. / 7 days a week) or write to us at email@example.com.
In case we are unable to collect the returnable product from your address, you will be required to courier the product so that the same reaches our Business Partner / Seller within a maximum of 10 working days from the date of delivery of the same to you.
Please ensure that the product that is being returned is in original and unused condition, complete with the original price tags, labels, original packing and invoice. Replacements are subject to availability of stock with our Business Partner / Seller. In case a replacement is not available, we will initiate a full refund.9. Will I have to pay any charges for the returns?
We do not charge extra for returns and all replacements/pickups by us are done free of cost.10. Will you refund the courier charges if I send the product back to you at my cost?
Yes, absolutely! You do not have to worry about the courier charges at all. In case, you return the product via courier, we advise you to use a reputed courier company which allows online consignment tracking. We would also mandate that you always take the proof of delivery (POD) from the courier company for the product delivered to our Business Partner / Seller as we could require this from you before processing the refund or replacement of the product.
We will reimburse the courier freight charges @ 10% of your order value (with a minimum of Rs. 100) or a maximum of Rs. 750, whichever is lower. The refund of courier freight charges, if applicable, will be paid by a Elegenze Gift Coupon/Voucher of the equivalent value. The courier charges will be reimbursed only after receipt of the product by our Business Partner / Seller.11. In case, Elegenze cannot collect the product that I wish to return, on which address do I need to courier it?
Once you contact our customer care centre by e-mail at firstname.lastname@example.org, or phone at 0120-6189818 (10.00 a.m. to 6.00 p.m. / 7 days a week), to confirm whether the product can be collected from your address or not, our customer care executive will inform you the address where you have to send the courier, in case it can't be collected from your address by us.