Shipping, Cancellation & Refund Policy

1. Shipping policy

1.1 Shipping charges

• Free shipping on orders above ₹500.
• Orders below ₹500 carry a ₹70 shipping fee, displayed at checkout.

1.2 Order processing time

• Orders are typically processed within 1–2 business days.
• Orders are not processed on Sundays or public holidays.

1.3 Delivery timeline

• Estimated delivery time: 5–7 business days from dispatch.
• Delivery timelines may vary depending on location, courier partner delays, public holidays and unforeseen circumstances.
• Delivery timelines are estimates and not guaranteed.

1.4 Remote or non-serviceable areas

• Delivery timelines may extend for remote locations.
• If a pincode is non-serviceable, we reserve the right to cancel the order and issue a refund.

1.5 Incorrect address details

• Customers are responsible for providing accurate shipping information.
• If an order is returned due to an incorrect address, incomplete details, or an unreachable phone number, reshipping charges may apply.
• Shipping fees are non-refundable in such cases.

1.6 Partial shipments

• If multiple products are ordered, items may be shipped separately based on availability.
• No additional shipping charge will apply if the order qualifies for free shipping.

1.7 Packaging tampering & delivery acceptance

• If the outer packaging appears damaged, opened, or tampered with, customers must refuse delivery or record clear video evidence at the time of receipt.
• Failure to provide proof may result in rejection of damage claims.

1.8 Lost or marked-delivered orders

• If tracking shows "Delivered" but the package is not received, the customer must notify us within 48 hours.
• We will initiate an investigation with the courier partner.
• Refund or replacement will be processed only after confirmation from the logistics provider.

2. Payment

• Orders on this website are prepaid through Razorpay: UPI, credit and debit cards, netbanking and wallets.
• Payments are processed securely by Razorpay. We never see or store your card details.

3. Cancellation policy

3.1 Order cancellation (prepaid orders)

• Orders can be cancelled before dispatch.
• Once dispatched, cancellation is not permitted.
• Refunds for cancelled prepaid orders will be processed within 7–10 business days to the original payment method.

3.2 Cash on delivery (COD) orders

• Where COD is offered, COD orders may be cancelled before dispatch.
• Repeated rejection or failed delivery of COD orders may result in restriction of the COD option or a requirement of prepaid orders for future purchases.
• We reserve the right to refuse COD service in case of suspected misuse.

4. Return policy

Due to hygiene and safety reasons, we maintain a strict No Return Policy. Returns will not be accepted for:

• Change of mind or personal preference
• Skin incompatibility
• Opened or used products
• Minor packaging variations

5. Refund & replacement policy

Refunds or replacements will only be processed in the following cases:

• Product received in damaged condition
• Incorrect product delivered
• Verified manufacturing defect

5.1 Conditions for a request

The customer must:

• Report the issue within 48 hours of delivery.
• Provide an uncut, unedited unboxing video that clearly shows the sealed package, the Elanmist shipping label, and the full opening process. Requests without this evidence will be rejected.
• Provide supporting photographs, order number, and contact details.

5.2 Refund & replacement process

• Replacement first: Elanmist reserves the right to offer a replacement of the exact same product before processing a financial refund.
• Once verified and approved for a refund, processing takes 7–10 business days.
• Prepaid orders: refunded to the original payment method.
• COD orders: customers must provide a valid bank account or UPI ID in the name of the purchaser. We do not issue cash refunds for delivered COD orders.
• Shipping charges (if applicable) are non-refundable unless the error is from our side.
• The Company reserves the final right to approve or reject claims after verification.

6. RTO (return to origin) policy

If a COD order is rejected at the doorstep, not accepted after delivery attempts, or returned due to customer unavailability, the shipment will be marked as RTO. In such cases:

• The COD option may be restricted for future orders.
• The Company reserves the right to recover shipping losses in case of repeated misuse.

7. Contact for shipping & refund issues

Complaints will be acknowledged within 48 hours and resolved within a reasonable time.

• Email: support@elanmist.com
• Phone: 9353276878