1. In which scenarios does Elegenze issue refunds?
Refunds are issued by Elegenze only when :
|•||the order is cancelled by the customer; or|
|•||the customer returns a product and requests for a refund|
Returns are not applicable on all the products of the Seller displayed on Elegenze.com. Please refer to our Return Policy.2. How can I track the status of my refund after returning a product ?
Once we have received the returned product, our team will verify the nature of the defect/damage. After validation, we will send you an acknowledgement via SMS to your registered mobile number.
To check the updated status of your refund you can call our customer care number at 08000-844412 (10.00 a.m. to6.00 p.m./ 7 days a week). If you are a registered customer at www.elegenze.com, then you can also check the status of your refund in the 'My Account' section of our site.3. How can I track the status of my refund after cancelling an order?
If your order is cancelled, then you will get acknowledgement via SMS at your registered mobile number or via email at your registered email ID.
To check the updated status of your refund, you can call our customer care number at 08000-844412 (10.00 a.m. to 6.00 p.m. / 7 days a week). If you are a registered customer at www.elegenze.com, then you can also check the status of your refund in the 'My Account' section of the site.4. I've still not received the refund in my account even though elegenze customer care says that they have processed the refund. Why?
If you have received a mail/SMS from us confirming your refund request, then be rest assured that we have initiated your refund request and are following up with the financial organisation for the same.
Sometimes, financial organisations & banks take longer than the promised time to process the refund request internally. If this is the case, then kindly follow up with them for your pending refund after providing them the reference number given by Elegenze customer care.
Alternatively, you can also check the status of your refund online at www.elegenze.com in the 'My Account' section.5. How long will it take to process my refund if I opt for a refund after returning the product?
We will process your refund after receipt of the product by Elegenze's Business Partner / Seller.6. How and where will I receive my refund amount?
You will get an e-mail/SMS from Elegenze when your return is accepted and your refund is processed.
Refunds on Elegenze are based on the mode of payment used to place the order initially. Below are the refund modes initiated by us for various payment options:
7. Can I get a refund for a part of my order?
|a.|| ||Credit Card/ Debit Card/ Internet Banking|
If Credit card, Debit card or Internet banking was used as the mode of payment while placing the order, your refund will be credited back to the respective credit/debit card/internet banking account provided at the time of placing the order. We initiate refund within a maximum of 4 working days after receipt of the product by our Business Partner / Seller. However, it may take up to 7-10 working days for the respective banks to process the refund and reflect in your credit/debit card statement or internet banking account. Please get in touch with your bank directly in case of any delays after the confirmation of refund by Elegenze.
|b.|| ||Cash on Delivery|
If the order was placed using payment option as Cash on Delivery, we will refund your money through a cheque in favour of the "billing name" provided at the time of placing the order.
|c.|| ||Gift Coupon/ Gift Vouchers|
If you have used a Elegenze Gift Coupon / Gift Voucher for placing the order, refund would be provided only in the form of a fresh Elegenze Gift Coupon / Gift Voucher of the same value. The same cannot be redeemed either in cash or cheque
Yes. You can request refund for a part of your order if the order contains multiple sub-orders or products e.g. if you have bought a pair of jeans and a shirt as two separate products then you can get a refund only for one of the products' i.e. either the jeans or the shirt. However, if a product comprises multiple items as a bundle, the amount of individual items will not be refunded e.g. if a bowl set comprising 4 bowls is bought by you, you cannot get refund for a single bowl.8. I received my refund cheque; however, my name is not as per the records. What should I do?
You should intimate us about the mistake by getting in touch with us via e-mail at email@example.com 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.
Within a maximum of 10 working days of our receiving your intimation, we will despatch you the fresh cheque in favour of the name requested by you.9. I wanted to return a product. Will Elegenze refund the courier charges?
Yes, absolutely! In case you return the product via courier, we advise you to use a reputed courier company which allows online consignment tracking. 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 through 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.10. How do I track the refund of my money once I have sent the product back or it has been collected from me?
Once we have received the product, our team will verify the nature of the claim basis which it has been returned. On validation of the claim, we will update you by sending a SMS to your registered mobile number. You can also call our customer care number at 0120-6189818 (10.00 a.m.to 6.00 p.m. / 7 days a week) and check the status of your refund. If you are a registered customer at www.elegenze.com, you can also check the status of your refund in 'My Account' section of your account.11. Are all products on Elegenze.com eligible for refund?
Yes. All products on Elegenze.com are eligible for a replacement/refund except the following:
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 with the main order.12. What are the timelines for refund?
|Mode of Payment||Refund Mode||Refund Time, upto|
(From the date of cancellation of order/confirmation of receipt of product)
|Credit Card||Credit Card||4 working days|
|Net Banking||Net Banking||4 working days|
|Debit Card||Debit Card||4 working days|
|Gift Certificate / E-Voucher||Gift Certificate / E-Voucher||10 working days|
|COD (Cash on Delivery)||Demand Draft / Cheque||10 working days|
|Demand Draft / Cheque||Demand Draft / Cheque||10 working days|
However, it may take up to 7-10 working days for the respective banks to process the refund and reflect in your credit/debit card statement or internet banking account. Please get in touch with your bank directly in case of any delays after the confirmation of refund by HomeShop18.13. How do I cancel an order?
You can cancel your order by getting in touch with us via e-mail at firstname.lastname@example.org or over phone at our customer care number 0120-6189818 (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. Your order will be cancelled if it has not been shipped by our Business Partner / Seller and we will refund the order value, as applicable. Moreover, if the order has been shipped by our Business Partner / Seller but not yet delivered to you, you may l cancel the order by contacting us as mentioned above. Your refund will only be processed by us, as applicable, once we receive the originally ordered product back from our courier / logistics partner.14. In which scenario will my refund get declined?
Your refund may get declined if the product that is returned by you and received by our Business Partner / Seller is not as per the process & guidelines given above and as mentioned in our Return Policy