Returns and CancellationsBack
How do I cancel an order?Top
- Click on the menu icon on the top left hand corner of the app and then click on "Track Order".
- Once the order page opens, you can click on "Cancel Order" to cancel it.
- Please keep in mind that cancellation is possible only until the second step of the order. That is, you can cancel it only if the product has not been picked by us. However, if the product is already with us, cancellation would not be possible.
How do I return my order?Top
- Go to your “Track Orders” page from the side menu.
- Find your order with order ID and click on Return button
- Select a Reason for Return and add additional remarks (if applicable)
- Submit the Return Request
- Someone from our customer support team would reach out to you to schedule a pickup for the return. Note: We can only pick up the product from delivery address
- Hand over the product in original packaging to the Return Pickup personnel
- Once we receive the package, we will inspect the product as per the return request. Your money will be credited back to you as Elanic credits once the product passes return inspection.
Hassle-free Returns: We try our best to offer you a hassle-free returns experience.
- Returns including all replacements/pickups are done free of cost.
- In case of Refunds, the entire amount paid by you, including shipping, is given back.
- We strive to ease the pickup process for you in case of returns. In the rare scenario where a pickup cannot be done in certain areas, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt.
What is Elanic Assured Return Policy?Top
A return is approved only for one of the following issues.
- Product is Damaged
- Product is Defective
- Product not as Described
What products can I return?Top
You can return all products covered in “Elanic Assured” Buyer protection policy. Please refer to the following for list of unreturnable products.
|Category||Items that can't be returned|
|Beauty||Fragrances, nail colours, deodorants, hairsprays, Cleansers, Shower gels, Soaps, Hair loss products, Shampoos and conditioners, Styling gels and hair colours, Lipsticks, lip balms and lip gloss, Eye care and eye makeup, Creams, moisturisers and body lotions, Other hygiene items|
|Baby||Breast pads and shields, Breast milk containers, Nursing covers, Baby grooming products, Baby washes, Shampoos, Skin care, Wet wipes, Diapers and nappies, Soothers and teethers, Feeding related products like bottles, bottle sets and nipples|
|Clothing||Intimate apparel (lingerie, shapewear and nightwear, innerwear)|
When are returns not possible?Top
Returns are approved only if requested within the 72 hour return period. Return period is calculated from the time of delivery to your doorstep. If in case you are unable to request a return through the app, do feel free to request a return by emailing us at firstname.lastname@example.org. Please include the Order ID and reason for returning the product in your email.
What is the pickup process?Top
Once you request a return, a customer support executive from Elanic will call you to schedule a pickup for the product. Once pickup is scheduled, our courier partners will send a pickup person to pickup the product. You will receive a SMS and a call from them when they are on the way to pick up your product. Once the pickup person arrives, hand over the product along with package you've received including price tags, labels, original packing, freebies and accessories.
How do I track my return?Top
You can track your order and returns from the “Track Orders” page. We would be sending regular updates to your registered email address during the entire process.
Can I return part of my order?Top
No, you can not return part of your order. If your order is a combo of different products, we request you to confirm details about all the products in combo with the Seller before placing the order.
Can I return an item that is marked “New With Tags”?Top
Yes, you can request a return for an item marked “New With Tags” provided the item is in the same condition as it was when received. In case it in an unopened/ sealed packet, we can only accept returns in the same condition.
When are Refunds Provided?Top
Refunds are processed in 3-5 working days from when the returned product is received by Elanic inspection team. Please note, the pickup time may vary depending on the pickup location.
Will I get a Refund to my bank account?Top
In case of successful returns, the refunds are processed to your method of payment. In case of Cash on Delivery / Credit Card / Debit Card / Net Banking / PayTM Wallet payment, the amount paid through these methods is refunded to you as Elanic credits.
Please note: Elanic Credits over Rs. 500 can be cashed out to your bank by simply providing your bank details within the app (Promotional credits can’t be cashed out).
I have changed my mind and would like to keep the product. What should I do?Top
Great! You can simply cancel the return request by going to your “Track Orders” screen on the app. You can also let our customer support executive know that you want to keep the product when they call you to schedule a return pickup.
In case you are facing any difficulties, do feel free to reach out to us on email@example.com