# ELNEOR™ Return & Refund Policy

**Effective Date:** June 2026
**Brand:** ELNEOR™
**Website:** www.elneor.com
**Support Email:** care@elneor.com
**Response Time:** Within 24 hours on business days

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## Overview

ELNEOR™ is committed to delivering quality products and a trustworthy shopping experience. If you are not fully satisfied with your purchase, this policy outlines the conditions under which returns, replacements, and refunds are applicable. Please read this policy carefully before initiating a return request.

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## 1. Return Eligibility Window

| Condition | Return Window |
|---|---|
| Damaged / Defective product received | Within **48 hours** of delivery |
| Wrong product received | Within **48 hours** of delivery |
| Product not as described | Within **7 days** of delivery |
| Change of mind / Buyer's remorse | **Not eligible** for return |

> **Important:** All return claims must be raised via email at **care@elneor.com** with your Order ID, photos, and an unboxing video. Claims raised beyond the specified window will not be accepted.

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## 2. Mandatory Unboxing Video Requirement

An **unboxing video** is **compulsory** for all return, replacement, or refund claims at ELNEOR™.

- The video must show the **sealed parcel** being opened
- It must clearly capture the product, packaging, and any defect or damage
- Videos must be recorded in **one continuous shot** without cuts or edits
- Claims submitted **without a valid unboxing video will not be processed**, regardless of the issue

This requirement exists to protect both customers and ELNEOR™ from shipping fraud and courier mishandling.

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## 3. Non-Returnable Products

The following products are **not eligible for return** under any circumstances:

- Products with **broken seals** (unless sealed at the time of unboxing and shown on video)
- Products that have been **used, installed, or assembled** beyond initial inspection
- Products damaged due to **misuse, accidents, incorrect handling, or liquid exposure**
- Products without **original packaging, accessories, or tags**
- **Consumable or hygiene products** (e.g., Nasal Strips, EMS Foot Massager, Heating Bags) once opened and used
- **Customised or personalised items**
- Products purchased during **clearance sales, flash sales, or marked as final sale**

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## 4. Category-Wise Return Conditions

### 🍳 Kitchen Products
*(Choppers, Blenders, Grinders, Frothers, Scales, Timers, Lunch Bags, Water Bottles)*

- Eligible for return only if **defective or damaged on arrival**
- Must be **unused and in original packaging**
- Unboxing video mandatory
- Blades, seals, and food-contact components cannot be returned once used

### 💡 Lighting Products
*(Desk Lamps, Table Lamps, Motion Sensor Lights, Night Lights, Star Projectors, Torches, Flashlights)*

- Eligible for return if **not functioning on first use** (DOA — Dead on Arrival)
- Unboxing video mandatory showing the defect
- Physical damage caused by the customer (e.g., dropping, bending, water exposure) is not covered
- Bulbs and LED components have a **30-day warranty** against manufacturing defects

### ⏰ Clocks
*(Wall Clocks, Alarm Clocks, Gear Clocks, Digital Clocks)*

- Eligible for return if received **broken, scratched beyond normal transit, or non-functional**
- Silent movement clocks: if ticking sound appears within 7 days of use, eligible for free replacement
- Battery-operated clocks: battery issues are not covered — please use fresh batteries as specified

### 🌿 Wellness & Care Products
*(Massage Guns, Scalp Massagers, EMS Foot Mat, Nebulizer, Heating Bags, Nasal Strips, Migraine Cap)*

- Eligible for return if **DOA or damaged on arrival** only
- Once opened and used, hygiene products (Nasal Strips, Migraine Cap, Heating Bags) **cannot be returned**
- Massagers and electronic wellness devices carry a **30-day replacement warranty** for manufacturing defects
- Unboxing video is mandatory for all claims

### 🌀 Portable Fans
*(Mini Handheld Fans — all colours and models)*

- Eligible for return if **DOA or damaged packaging on arrival**
- Motor or charging faults reported within 30 days are covered under replacement warranty

### 🏠 Home & Storage Products
*(Storage Bags, Organizer Baskets, Vacuum Bags, Wall Hooks, Shower Holders)*

- Eligible for return if **wrong size/colour sent** or **item damaged in transit**
- Adhesive products (Wall Hooks, Shower Holders) once applied cannot be returned

### 🎁 Gift Sets
*(CosmicGlo Gift Set and similar bundles)*

- Gift sets are eligible for return only if the **entire set is unopened**
- Individual items from a gift set cannot be returned separately

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## 5. Replacement Policy

ELNEOR™ offers **free replacement** (no questions asked) in the following cases:

- Product received in a physically broken/damaged condition (with unboxing video proof)
- Wrong product delivered (with unboxing video proof)
- Product is Dead on Arrival (DOA) — tested and non-functional on first use
- Missing accessories or components inside sealed packaging

**Replacement Process:**
1. Email **care@elneor.com** with your Order ID, unboxing video, and photos
2. Our team will review within **24–48 business hours**
3. Once approved, replacement is dispatched within **2–3 business days**
4. You may be asked to return the defective item (reverse pickup arranged by ELNEOR™ at no cost to you)

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## 6. Refund Policy

Refunds are issued only when:

- A **replacement is not available** (out of stock)
- The product was **damaged beyond repair** and confirmed by our team
- The order was **cancelled before dispatch** (see Cancellation Policy below)
- **Delivery failed** and the package was returned to ELNEOR™ warehouse (after deducting logistics costs)

### Refund Methods & Timelines

| Refund Mode | Timeline |
|---|---|
| Original Payment Method (UPI, Credit/Debit Card, Net Banking) | 5–7 business days after approval |
| Prepaid Orders (returned to source) | 5–7 business days |
| COD Orders | NEFT/Bank Transfer within 7–10 business days |
| Store Credit / ELNEOR Voucher | Instant upon approval |

> Refund timelines depend on your bank or payment gateway and may vary slightly.

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## 7. Order Cancellation Policy

### Before Dispatch
- Orders can be cancelled **within 12 hours of placing the order** or before dispatch (whichever is earlier)
- Email **care@elneor.com** immediately with your Order ID
- A full refund will be processed within **5–7 business days**

### After Dispatch
- Orders **cannot be cancelled** once dispatched
- You may initiate a return after delivery (if eligible as per Section 1)

### COD Orders — Pre-Delivery Cancellation
- If you wish to cancel a COD order, please notify us before dispatch
- Repeated cancellations of COD orders may result in **COD being disabled** for your account

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## 8. Reverse Pickup

If your return is approved and a reverse pickup is required:

- ELNEOR™ will arrange a **free reverse pickup** through our courier partner
- You will receive a pickup date confirmation via email/SMS
- Ensure the item is **packed securely in its original packaging** with all accessories included
- Products not packed properly and damaged during return transit will not be eligible for refund/replacement

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## 9. Warranty Summary

| Category | Warranty Period |
|---|---|
| Electronic Kitchen Appliances (Frothers, Grinders, Blenders) | 30 days manufacturing defect warranty |
| Lighting Products (Lamps, Torches, Projectors) | 30 days DOA/manufacturing defect |
| Wellness Devices (Massage Guns, Massagers, EMS Mat) | 30 days manufacturing defect warranty |
| Portable Fans | 30 days DOA/motor defect |
| Clocks (All types) | 30 days manufacturing defect |
| Storage & Home Products | No warranty — return only if damaged on arrival |
| Consumables & Hygiene Items | No warranty after opening |

> Warranty covers **manufacturing defects only**. Physical damage, water damage, and misuse are not covered.

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## 10. How to Raise a Return / Refund Request

**Step 1:** Email **care@elneor.com** with subject line: `Return Request – Order #[Your Order ID]`

**Step 2:** Include in your email:
- Full name and registered phone number
- Order ID
- Product name
- Clear description of the issue
- Unboxing video (mandatory)
- Photos of the product and packaging

**Step 3:** Our support team will respond within **24–48 business hours** with next steps

**Step 4:** If approved — we will either dispatch a replacement or initiate a refund as applicable

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## 11. Disputes & Escalations

If your concern is not resolved within **5 business days** of raising a return request, you may escalate by:

- Emailing **care@elneor.com** with subject line: `Escalation – Order #[Your Order ID]`
- ELNEOR™ commits to resolving all escalated cases within **3 additional business days**

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## 12. Policy Updates

ELNEOR™ reserves the right to modify this Return & Refund Policy at any time. The most current version will always be available at **www.elneor.com/policies/refund-policy**. Continued use of our website constitutes acceptance of the updated policy.

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## Contact Us

| Channel | Details |
|---|---|
| Email | care@elneor.com |
| Website | www.elneor.com |
| Business Hours | Monday–Saturday, 10:00 AM – 6:00 PM IST |
| Response Time | Within 24 hours on business days |

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*ELNEOR™ — Engineered for Everyday Life. Built to Last. Backed by Trust.*