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Cancellation and Refund

Cancellation

  1. The amount has to be prepaid online for all orders. No COD can be availed. 

  2. Customized Orders, Personalized Gifts & Cakes once ordered, cannot be cancelled.

  3. The cancellation of products (excluding personalized and customized products) can be initiated anytime before delivery. 

  4. Doing this shall ensure a refund of the amount paid. However, cancellation of an order which is anticipated to be delivered within the next 2 days, shall be charged at 5% of the total transaction amount. 

  5. The cancellation reason should be mailed to support@emoment.in well in advance of the 48-hour cancellation window. Please let us know what went wrong with your order? - Defective Product, This is Not what I was expecting, I ordered a different product, etc. 

  6. The relevant Order details shall be traced from the Customer’s Cancellation Request and two options should be given to initiating Refund -

    A. Refund to my Original Payment Source

    B. Refund to eMoment Wallet


    In the case of discounted products or products on exclusive sale with offers, there is no refund, only exchange, that too only in case of manufacturing defects.

Returns Policy 

1. A product can only be returned if - 

    • Item is defective

    • Item is damaged during transit

    • Product is missing

    • The wrong item is sent by Seller

      2. If in a case, the User buys the wrong item, then the Buyer shall not be authorized to any refund.

      Replacement Policy

      1. A product can only be replaced if -

      • Product damaged during transit

      • The product has manufacturing defects

      • Product is missing

      • Wrong product is delivered

      Refund

      1.  The refund process will be initiated once the cancellation request has been approved by eMoment’s team.

      2. Any amount charged for the product will be wired back to the customer’s account within 3-4 days.

      3. In some cases, the customer can be allowed to Reimbursement through coupons or cash.

      4. This amount will include a deduction of 5% in the form of cancellation fees. (Only if, the cancellation is made within 2 days prior to the date of delivery)

      5. Any queries regarding refund procedures will be entertained up to a 48-hour window, after which no further claims for discrepancies shall be entertained.

      Roles & Responsibilities of Seller

      1. Before sending an order, the Seller needs to thoroughly check if the contents of the package are defective, free and safe. 

      2. The Seller needs to send the dimensions, image, and weight of the product to support@emoment.in.

      3. If the Seller sends a package with bricks or faulty items then the Seller will have to bear any charges that may befall the company in case of any court proceedings.

      4. Also, the Seller has to compensate the Buyer in the form of money or replacement of the mentioned product.

      5. If the maximum number of cases involving fraudulent activities against the Seller increases more than 10 per 1 lakh product deliveries, then the Seller will be delisted from the Admin’s platform (emoment.in).

      6. It is advised by the Admin of eMoment that Sellers shoot a small video of packing their product and keep it in their phone, in case any discrepancies arise during product delivery, they can show the video and claim their innocence.

      Roles and Responsibilities of Customer

      1. If a Customer finds a broken or damaged or defective product in the package, or if the packaging itself is tampered with, they can register a complaint with support@emoment.in within 48 hours.

      2. Customers are advised to create an unboxing video and keep it on their phones. They need to submit the video in case they receive a faulty product.

      3. eMoment Admin might ask for proof of the product being defective or faulty, in that case, the customer has to submit the video to be used for investigation purposes.

      4. For further proof, the Admin might ask the Customer to send the defective or damaged product. The Customer needs to comply with an allocated representative and send it emoment’s office address.

      5. If any proof is found that the customer has been involved in any kind of fraudulent activity on the Admin’s platform, then the punishment is a minimum of a permanent ban and a maximum of legal proceedings against the customer.

      Roles and Responsibilities of Logistics Service

      1. Deliver packages with the utmost care to the Customers of emoment.in.

      2. Give special attention to fragile packages when delivering.

      3. In the case of products inside packages breaking in transit, the onus lies on the logistics service provider to compensate the Seller for the costs involved.

      General Returns Policy 

      The purpose of this document is to outline the General Returns Policy of Products listed on eMoment.in. The policies mentioned here pertain to all the products across different product categories listed on the platform. The returns/refund/exchange policy will prevail over and above the General Returns Policy for every product. In case of any exceptions to this document, refer to the Returns Policy mentioned on the specific product page.  

      Some Common Guidelines concerning Return/Refund/Exchange of Products

      Return of products will only be facilitated within the stipulated window of the particular product, if and simply if the product that you have received is defective,damaged, has missing parts or accessories, and is different from the product description given on the platform.

      • Products may not be eligible for return in some cases including cases of buyer’s fault like an incorrect model, color of the product, or incorrect product ordered.

      • Products marked as non-returnable on the product’s page cannot be returned. In case you received a damaged/defective non-returnable product, you can contact us within a period of 1 days from the date of delivery of the product.

      • Products may be eligible for replacement only if the same seller has the exact same item in the stock. 

      • In case a replacement request is placed and the seller does not have the exact same product in stock, a refund against the same order shall be initiated. 

      • In case you wish to return an electronic device that stores any personal information, please ensure to remove all such personal information before returning the product. eMoment.in shall not be responsible in any manner for any misuse or usage of such information.

      • Returns will be processed, if and only if: -

        • The product was not damaged while in the possession of the customer

        • The product is not different from what was shipped to the customer

        • The product is returned in original condition (including brand’s/manufacturer’s box, MRP tag intact, User Manual, Warranty Card & All Accessories therein)



      Category

      Return Window & Actions Possible



      Men’s Clothing & Accessories

      3 Days


      These items are eligible for Return, Replacement, or Exchange. The product should be in the original condition as it was during the delivery, with Brand’s/Manufacturer's Box & MRP Tag intact.




      Women’s Clothing & Accessories

      3 Days


      These items are eligible for Return, Replacement, or Exchange. The product should be in the original condition as it was during the delivery, with Brand’s/Manufacturer's Box & MRP Tag intact.




      Kids Clothing & Accessories

      3 Days


      These items are eligible for Return, Replacement, or Exchange. The product should be in the original condition as it was during the delivery, with Brand’s/Manufacturer's Box & MRP Tag intact.




      Home Essentials

      3 Days


      These items are eligible for Return, Replacement, or Exchange. The product should be in the original condition as it was during the delivery, with Brand’s/Manufacturer's Box, with MRP Tag intact, User Manual, Warranty Card therein. 







      Electronics

      2 Days


      These items are eligible for Return, Replacement, or Exchange. The product should be in the original condition as it was during the delivery, with Brand’s/Manufacturer’s Box, with MRP Tag intact, User Manual, Warranty Card therein. 


      For some products, issues related to damage/defect can be dealt with by a technician visiting the location where the product is situated, with issues being raised within 1 days of delivery of the product. 





      Food & Snacks

      3 Days


      These items are eligible for return only, subject to defect/damage in the packaging of the product or the product is expired on the date of delivery of the product. In case, the product has been damaged while in the possession of the customer, it becomes ineligible for return/refund.





      Healthcare

      2 Days


      These items are eligible for return only, subject to defect/damage in the packaging of the product or the product is expired on the date of delivery of the product. In case, the product has been damaged while in the possession of the customer, it becomes ineligible for return/refund.





      Gifts

      5 Days


      Items under this category are eligible for Return/Replacement/Exchange, if and only if the items have not been customized as per the requirements of the customer. In case, the items have been damaged under the possession of the customer, it becomes ineligible for return/replacement/exchange. 




      Customize Product 

      3 Days


      Items under this category are eligible for Return/Replacement/Exchange, if the items have wrongly printed.