Refunds and Cancellations Policy

Last Updated: October 25, 2025

At Enhex Wardrobe, we are committed to providing high-quality furniture products and excellent customer service. This Refunds and Cancellations Policy outlines the conditions under which refunds and cancellations are processed, in compliance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.

1. Order Cancellation Policy

1.1 Cancellation by Customer

You may cancel your order under the following conditions:

Before Dispatch:

• Orders can be cancelled free of charge before they are dispatched from our warehouse
• To cancel, contact us immediately at enhexwardrobe@gmail.com or call +91 85700 71388
• Full refund will be processed within 5-7 business days

After Dispatch:

• Once an order has been dispatched, it cannot be cancelled
• You may refuse delivery at the time of receipt, but return shipping charges may apply
• Please refer to our Return Policy (Section 2) for post-delivery options

1.2 Cancellation by Enhex Wardrobe

We reserve the right to cancel orders in the following circumstances:

• Product unavailability or stock shortage
• Pricing or product description errors
• Inability to deliver to your location
• Suspected fraudulent or unauthorized transactions
• Force majeure events (natural disasters, pandemics, etc.)

If we cancel your order, you will receive a full refund within 5-7 business days and notification via email or phone.

2. Return Policy

2.1 Eligibility for Returns

We accept returns only in the following cases:

✅ Damage During Transit

• Products damaged during shipping or delivery
• Defective or broken items upon arrival
• Missing parts or accessories

✅ Wrong Item Delivered

• If you receive a product different from what you ordered
• Incorrect color, size, or model

✅ Manufacturing Defects

• Products with manufacturing defects discovered upon unpacking

2.2 Non-Returnable Items

Returns will NOT be accepted for:

• ❌ Change of mind or buyer's remorse
• ❌ Products damaged after delivery due to mishandling or improper use
• ❌ Products damaged during customer's own installation attempts
• ❌ Normal wear and tear
• ❌ Products without original packaging, tags, or accessories
• ❌ Customized or made-to-order furniture items

2.3 Return Time Period

• Returns must be initiated within 48 hours of delivery
• Contact us immediately upon discovering damage or defects
• Late notification may result in return rejection

3. Mandatory Video Documentation for Returns

IMPORTANT: To process any return or refund request, you MUST provide video evidence as follows:

3.1 Unboxing Video Requirements

Record a complete, uninterrupted video showing:

• ✓ The sealed/unopened package with visible delivery label and your order details
• ✓ Opening the package from start to finish without cuts or pauses
• ✓ All contents of the package including the product, accessories, and packing materials
• ✓ Clear view of any damage, defects, or wrong items
• ✓ All angles of the damaged or defective product

3.2 Installation Video Requirements (if applicable)

If damage is discovered during installation:

• ✓ Record the entire installation process without interruption
• ✓ Show the product condition before installation begins
• ✓ Clearly demonstrate the defect or damage
• ✓ Show that damage was not caused by improper installation

3.3 Video Submission Guidelines

• Video must be clear, well-lit, and in focus
• Record in landscape mode (horizontal orientation)
• Ensure audio is clear if providing commentary
• File format: MP4, MOV, or AVI
• Maximum file size: 500 MB (you may share via Google Drive, WeTransfer, or similar services)

⚠️ Returns without proper video documentation will be rejected. No exceptions.

4. How to Initiate a Return

Follow these steps to initiate a return:

1. Contact Us Immediately: Within 48 hours of delivery
   • 📧 Email: enhexwardrobe@gmail.com
   • 📞 Phone: +91 85700 71388
2. Provide Order Details:
   • Order number
   • Product name and description
   • Reason for return
   • Contact information
3. Submit Video Evidence:
   • Upload unboxing/installation video as per Section 3 requirements
   • Share link or send file to enhexwardrobe@gmail.com
4. Wait for Approval:
   • Our team will review your request within 24-48 hours
   • You will receive email/SMS confirmation of approval or rejection
5. Return Pickup:
   • If approved, we will arrange pickup from your delivery address
   • Pack the product securely in its original packaging
   • Include all accessories, manuals, and components

5. Refund Policy

5.1 Refund Eligibility

Refunds will be issued only if:

• ✓ Return is approved as per Section 2 (Eligibility for Returns)
• ✓ Proper video documentation is provided
• ✓ Product is returned in original condition with all components
• ✓ Damage/defect is verified by our quality team

5.2 Refund Amount

• Full Refund: 100% of product price if return is due to our error (wrong item, damaged item, manufacturing defect)
• Deductions: Return shipping charges may be deducted if customer refuses delivery without valid reason
• No Refund: If return request is rejected due to policy violations

5.3 Refund Method

Refunds will be processed through the original payment method:

• Credit/Debit Card: 5-7 business days (may take additional time depending on your bank)
• Net Banking: 5-7 business days
• UPI: 5-7 business days
• Cash on Delivery (COD): Bank transfer to your provided account (7-10 business days)

Note: Refund timelines may vary based on your bank or payment provider. We initiate refunds within 5-7 business days of receiving and verifying the returned product.

5.4 Refund Confirmation

• You will receive email notification when refund is initiated
• SMS/email alert when refund is credited to your account
• Refund reference number for tracking purposes

6. Replacement Policy

In case of damaged or defective products, we offer:

6.1 Replacement Option

• We may offer a replacement instead of refund (subject to stock availability)
• Replacement will be shipped free of charge
• Same product in perfect condition will be delivered

6.2 Replacement Timeline

• Replacement will be dispatched within 7-10 business days of return approval
• Delivery time depends on your location (typically 5-15 business days)

7. Partial Damage or Missing Parts

If only specific parts are damaged or missing:

• We may send replacement parts instead of full product return
• Free replacement parts will be shipped to you
• Installation assistance will be provided if needed
• No need to return the entire product

8. Customer Responsibilities

To ensure smooth return and refund processing:

• ✓ Inspect products immediately upon delivery
• ✓ Record unboxing video as per guidelines
• ✓ Report damage/defects within 48 hours
• ✓ Preserve original packaging until product is verified
• ✓ Provide accurate information during return request
• ✓ Cooperate with our quality verification team
• ✓ Return products in original condition with all accessories

9. Force Majeure

We are not liable for delays or inability to process returns/refunds due to:

• Natural disasters, floods, earthquakes, pandemics
• Government restrictions or regulations
• Strikes, lockouts, or labor disputes
• Transportation disruptions
• Any other events beyond our reasonable control

10. Dispute Resolution

If you are not satisfied with our return/refund decision:

1. Contact our Grievance Officer at enhexwardrobe@gmail.com
2. We will review your case within 24-48 hours
3. If still unsatisfied, you may approach Consumer Disputes Redressal Forums as per the Consumer Protection Act, 2019

11. Policy Updates

We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting on our website. Please review this policy periodically.

12. Contact Us

For any questions or to initiate a return/refund:

Note: This policy complies with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020. Your statutory rights as a consumer are not affected by this policy.