Refund policy
This Cancellation, Refund and Return Policy explains the circumstances under which an order may be cancelled and a refund, return or replacement may be provided for products purchased through ENTSTORE.
Order Cancellation
A customer may request cancellation of an order within 3 days of placing the order, provided the order has not already been processed for dispatch.
Once an order has been dispatched or handed over to the courier/logistics partner, cancellation may no longer be possible through the Platform.
Where cancellation is not possible because the order has already been dispatched, the customer may contact customer support for assistance.
Cancellation requests remain subject to applicable law and the status of the order.
Damaged Products
ENTSTORE accepts return or replacement requests only where the product is received damaged, subject to verification.
If you receive a damaged product, you must report the damage to our customer service team within 1 days of delivery.
The customer may be required to provide:
- Photographs of the damaged product;
- Photographs of the outer packaging;
- A video or other evidence showing the condition of the product upon receipt; and
- Order details and any other information reasonably required to verify the claim.
The claim will be reviewed by ENTSTORE and/or the relevant seller or merchant, where applicable.
A return, replacement or refund will be processed only after the reported damage has been verified and the request has been approved.
No Change-of-Mind Returns
Except where required by applicable law, ENTSTORE does not accept returns, exchanges or refunds merely because:
- The customer has changed their mind;
- The customer no longer wants the product;
- The customer selected the wrong product;
- The customer selected the wrong size, colour or variant;
- The product does not meet the customer's personal preference; or
- The customer expected the product to be different from the product information provided on the Platform.
Product Condition
Where a return is approved due to damage, the customer should retain the product, original packaging, tags, accessories and other materials supplied with the product until the return or replacement process is completed.
ENTSTORE may reject a damage claim where the damage appears to have occurred after delivery due to misuse, improper handling, alteration or other circumstances attributable to the customer, subject to applicable law.
Manufacturer Warranty
Products carrying a manufacturer's warranty may be subject to the manufacturer's warranty terms.
Where a product issue is covered by a manufacturer's warranty, customers may be directed to the relevant manufacturer or authorized service centre.
This does not limit any rights available to consumers under applicable law.
Refunds
Where a refund is approved by ENTSTORE, the refund will generally be made through the original payment method, where technically and legally possible.
The time taken for the amount to reflect in the customer's account may depend on the payment gateway, bank or financial institution.
Inspection
For an approved return, ENTSTORE may inspect the product after receiving it.
Refunds, replacements or other remedies will be processed after the inspection confirms that the reported damage is eligible under this policy.
Statutory Rights
Nothing in this policy is intended to exclude, restrict or limit any consumer rights or remedies that cannot legally be excluded or restricted under applicable Indian law.