Returns, Refunds and Exchange Policy
Statement of Intent
We work with utmost diligence and integrity to ensure that the products you buy from us are fit for consumption and use. We also ensure that the products are a match for the specifications as stated on our product and other pages on our website www.etna,in. It is our constant endeavour to ensure that your experience of doing business with us is fulfilling and enriching. If you find any inconsistencies in these policies, please write to us at email@example.com.
Scope and Eligibility
This Policy applies to requests for returns, refunds and replacements received by us within 7 days of the physical delivery the product at the shipping address specified by you at the time of booking your order. We consider the date of physical delivery as stated in the Proof of Delivery or other electronic or physical record of delivery kept by the courier company.
The following items are not eligible for a return, refund or replacement.
- Gift Cards or Vouchers.
- Some health and personal care items
Our replacement policy applies to goods received by you upon purchase from our eCommerce Store at www.etna.in in following circumstances:
- The product does not match the specifications in terms of its function, utility and quality.
- The product has a manufacturing defect.
- The product bears an expired Best Before date.
- The product is received in a damaged or broken condition including broken product packaging
We do not replace a product purchased if the outer packaging/shipment box/ packaging is broken/damaged – unless the broken or damaged outer packaging/shipment box has resulted in the potential contamination of the product itself.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
We have a no questions asked return and replacement policy. Replacements are made upon request to our email id firstname.lastname@example.org.
All replacements, if eligible, are made against a successful return of the product to be replaced. In certain circumstances it may not be feasible or viable for you to return the product or for us to receive the product; in such an event, we assure you that we will do what is appropriate and consistent with our intent.
Returns and Refunds
In certain circumstances, we do take returns and make refunds. Please write to us with your return and refund requests to email@example.com.
Generally, we are happy to accept a request for a return and refund only if the product has a manufacturing defect. We can either refund as store credit in case you want to utilize it at a later point or refund to source.
Certain products may have a no return and refund policy and/or if the product has been either deliberately or accidently misused or damaged.
We do not have a product exchange policy.
Third Party Brand Products
Certain branded products (“third-party brand”) sold on www.etna.in are not produced or packaged by Emergence Gourmet Services Pvt. Ltd.. For such third-party brands, www.etna.in are only a sales channel. We are only a medium through which a consumer gains access to and buys a such third-party brand product. We shall not be responsible in any way for any adverse reaction that the consumer may have due to consumption of any of the food articles produced or distributed by being sold on our portal. All such complaints and grievances shall be re-directed to that particular third-party brand. The contact information for these third-party brands can be found on the product labels. We will fully co-operate with the consumer for redressal of all such cases.
How do I return a product?
Initiating a request:
- Write to us at firstname.lastname@example.org within 4 days of receipt of the product along with photos and the reason for return/exchange. If it is later than this, write to us and let’s work together to see what we can do.
- We will approve the return/exchange request if it is a returnable/exchangeable product. We will provide detailed instructions by email regarding pick-up. This will involve minimal hassle to you, we promise.
- Reverse pick-up: We provide reverse pick up at select pin codes. In this case the shipment reaches back to us within 10-15 days owing to courier company policy. Let us know if the courier company is delaying pick up. Pick-up will be attempted twice. If courier service is unable to pick-up after two attempts, you are responsible to ship it back to us.
- Self-courier: In some pin codes due to lack of serviceability, you would need to courier back the parcel to us. Fret not! Rs.100 store credit will be added to your store account for self-couriering the shipment. This can be redeemed on your next purchase. If you ship it yourself, ship it using a reputable service that provides tracking service. Mention your name, order number, and “www.etna.in.” clearly on the package so that your return can be processed smoothly without delay.
- To be eligible for a return, we must receive the product in the same condition that you received it in. It must also be in its original packaging with tags intact. The shipment is your responsibility until it reaches back to us.
- You can expedite a return by self-couriering the products. This will reach us earlier than a reverse pick-up. This will ideally save us all time effort and energy. Fingers crossed, you choose this option. We promise to not hold it against you even if you did not.
- Etna.in will not refund the shipping charges incurred in case of remorse returns.
Return and Refund
- In case of a return, the refund will be processed only after the receipt and validation of the returned original product.
- You can get a store credit in the form of an etna e-Voucher for the same value of the returned product. This can be redeemed in full value on the website. These credits lapse at the end of the calendar year.
- Your funds can be refunded to source. The source is defined as whichever payment method you chose while completing the transaction at etna.in. Refund will reflect in the “source account” between 7 to 14 days from the date of approval of the return request. We would very much prefer it if you choose your refund in the form of store credits.
- For COD returns, funds will be refunded only to your store account. You may choose to apply these funds at checkout at the time of placing your next order with us.
- In case of delays due to events of Force Majeure, including COVID-19 Norms & Laws, the general rules of return & refund policy shall not be applicable on any order placed by the customer.
We are happy to talk to every one of you about any grievance or any issue you might have with any products on our website.
Contact us at email@example.com for questions related to refunds, returns and replacements.