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Product Packaging and Damages:
We pack our products with great care to ensure they reach you safely. In the unlikely event that your merchandise arrives damaged, please send us a photo of the damaged product and packaging within 24 hours of receiving your order. We will address this issue promptly.
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Returns:
We understand that sometimes products may not fit as expected. For such cases, we offer returns up to 12 days post-delivery. To initiate a return, clearly mention the items you wish to return. If you are returning part of your order, please hand over only the partial items to the pickup agent.
a) Return Process:
Returns are processed with charge. We will arrange for the product(s) to be picked up from your doorstep. Once the return is received, we will issue a store credit for the value of the returned items, allowing you to shop for anything else on our website. Shipping charges paid at the time of placing the order are non-refundable.
b) Multiple Returns:
We reserve the right to deny returns or charge for returns if multiple returns are initiated from the same account.
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Condition of Returned Items:
Returned items must have their original packaging, be unused, and in the same condition as received. All original documents and packaging must be included.
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Unserviceable Pincodes:
In rare cases, if the pincode is unserviceable by our courier partners Shiprocket and more, reverse pickup can only be arranged once the pincode becomes serviceable again.
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Missing or Tampered Parcels:
While missing products or theft in transit is extremely rare, if you suspect tampering, please contact the Enera team via email or WhatsApp as soon as possible and take a video before opening the box. If you receive a delivery confirmation SMS but have not received the parcel, contact the Enera team within 24 hours of receiving the delivery notification.
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Shipping Delays:
Enera uses third-party courier services and is not liable for shipping delays. We provide approximate delivery times and strive to ensure timely delivery. For time-sensitive orders, please contact our customer team for more information.
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Order Cancellations:
Orders cannot be canceled or altered after 4 hours of placement. Once an order is packed or shipped, it cannot be canceled and will be treated as a return if not accepted. For prepaid orders, Enera reserves the right to charge for two-way shipping costs.
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Return Processing Time:
We aim to process all returns within 10 days. For any questions about your return, contact the Enera Care team at shop@enera.co.in or via WhatsApp at +91 6353573197.
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Return Requests:
Return requests must be approved before processing. The Enera Care team must receive and approve your return request via email, text, or WhatsApp. It may take up to 48 hours for the team to respond with an approval or denial.
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Return Locations:
Orders placed online cannot be returned to physical offline stores.
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Store Credit/Voucher:
Once returns are received and pass our quality checks, you will receive a store credit or voucher, which can be redeemed on your next purchase within 3 months.
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Dispute Resolution:
We aim to resolve all disputes amicably. In case disputes are not resolved despite our best efforts, jurisdiction shall be Kolkata, India.
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Artisanal Products:
For artisanal and hand-made products, slight variations in texture, color, and size are not considered defects. These variations add uniqueness to each product.
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Bulk and Customized Orders:
The above policy does not apply to bulk or customized orders. Returns for such orders will be handled on a case-by-case basis.
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Repeated Returns:
Enera reserves the right to deny repeated returns for the same order.
All returns and quality checks are at the discretion of Enera, but rest assured, we aim to provide the best for your home!
For any other questions or clarifications, please reach out to the Enera Care team at shop@enera.co.in.
