RETURNS AND REFUNDS
Q. Do you accept requests for returning a product that I bought from your website?
A.Yes, we perfectly understand that on rare occasions our products may not fit your requirements, therefore, we accept request for returns subject to certain rules, please read on to know full details.
Q. In how many days after receiving the products can I return the product back to you?
A.If you wish to return a product, please inform us within 7 working days from the date of delivery of the parcel. We would entertain request for returns via e-mail only since this would be a record for you as well as us.If you wish to return an item, please write to us clearly stating your order number. You should then, return the product to reach us within 15 calendar days from the date of delivery. We recommend that the parcel be sent via courier using a reputed courier company. Please ensure that the product is unused, in original re-saleable condition and packed in its original packaging to ensure safe arrival at our office. We would not be able to process any refund if the parcel or its contents are damaged in transit. In such a case, you would need to file a claim with your courier company and we would provide any necessary information your courier may want to process your claim.
Q. Is there any fee that you will deduct from the refund?
A.If you would like to return a product as an unwanted item, we would refund only the price of the product. Shipping fee would not be refunded since most of our products are shipped from United Kingdom.We process refunds only after we have received the products. A product cost only refund shall be processed subject to the product including its own packaging being received in its original, saleable condition.If in case the product is found to be damaged when we receive it, we reserve the right to refuse any refund. In such a case, you would need to file a claim with your courier company and we would provide any necessary information your courier may want to process your claim.
Q. What is the deduction for return of an undelivered parcel?
A.We send parcels via reputed courier companies who maintain a very high level of visibility as the parcels move from our pick up point to your delivery address. If there are any exceptions, we or our courier company would alert you. You will also receive a tracking number from us and if you have access to Internet, it is very easy to track the progress of your parcel.Despite our best efforts if a parcel is returned to us as undelivered, courier companies charge a fee for returning parcels. Therefore, we have no choice but to deduct the return shipping fee from any refund due to you. Our fee for this is equal to the shipping paid by you + cost of return that we pay to the courier company.
Q. Will I have to pay for returning products to you, or you have a system by which you can get products collected?
A.You will have to send the products to the stated Return Address (given below) at your own cost. We recommend that you use a courier service (with insurance) to ensure that the product can be tracked and traced. Such a service would allow you to seek compensation from your shipper (courier) if your parcel or its contents are damaged in transit or if your parcel is lost.If you request us to collect the parcel from your address then we shall deduct the cost of collection from the amount due for refund. Please write to us if you wish to avail this facility. Please note if you avail of this facility, it is your responsibility to pack the items carefully for their return journey. In the event that items are damaged in transit our courier company refuses to refund the cost on grounds of poor packaging, we would have to deny your refund.
Our return address is:
Grehom Vyapar Pvt. Ltd.
421 Suneja Tower 1,
New Delhi - 110058
Q. If I receive my parcel with damaged outer packaging or with a damaged product, what should I do?
A.If at the time of delivery you find that the outer packaging is damaged, we request you to not accept the parcel. Please annotate the courier’s signature book with remarks “parcel damaged”. Our courier company will return the parcel to us and we shall ensure a replacement is sent to you, subject to availability of stock at that time. If we are unable to send a replacement, we shall process a full refund of your order.If in the unlikely event that the courier company refuses to take the parcel back, please accept the parcel only after annotating your receipt with remarks "parcel received in damaged condition". Please send us an e-mail immediately at email@example.com with your order number and the photos of the damaged parcel.If in case the outer packaging was fine but the product inside is damaged, we recommend that you put the product in its original packaging and write to us immediately with details of damage along with a couple of pictures clearly showing the damage.On receipt of your e-mail, we would arrange to process a refund. In some cases, we may need to seek more information before we are able to process a refund or send a replacement. We are able to respond to your e-mails within one working day and despatch a replacement quickly.