At E-COSMOS (ecosmos.co.in), we strive to provide our customers with a seamless shopping experience. This policy outlines the procedures for order cancellations and refunds. We encourage you to read this policy carefully before making a purchase.

1. Order Cancellation

1.1. Cancellation by Customer:

• Pre-shipment Cancellations: You can cancel your order online before it has been shipped from our warehouse. To cancel an order, please log in to your E-COSMOS account and navigate to the 'My Orders' section, or contact our Customer Care team at support@ecosmos.co.in with your order ID.
• Post-shipment Cancellations: Once an order has been shipped, it cannot be cancelled. In such cases, you may be able to return the product in accordance with our Return Policy (please refer to the separate "Return & Exchange Policy" page).
• Cancellation Charges:

1. For pre-paid orders cancelled before shipment, a full refund will be initiated.
2. E-COSMOS reserves the right to charge a cancellation fee for orders that are cancelled after processing has begun but before shipment, to cover logistical costs. Any such charges will be communicated to you at the time of the cancellation request.
3. As per Indian E-Commerce Rules, E-COSMOS will not impose unreasonable cancellation charges. Any charges levied will be reflective of the costs incurred by E-COSMOS due to the cancellation.

1.2. Cancellation by E-COSMOS:

E-COSMOS reserves the right to cancel an order under the following circumstances:

• Product unavailability or out of stock.
• Inaccuracies or errors in product or pricing information.
• Issues identified by our credit and fraud avoidance department.
• Non-serviceable delivery locations.
• Failure to comply with any of the terms and conditions.

If E-COSMOS cancels your order after the payment has been processed, the said amount will be refunded to your original mode of payment. We will notify you of any such cancellation.

2. Refund Policy

2.1. Eligibility for Refund:

Refunds are processed in the following situations:

• Approved order cancellations by the customer (pre-shipment).
• Order cancellations by E-COSMOS.
• Approved returns of products that are damaged, defective, or incorrect (as per our "Return & Exchange Policy").
• If the product delivered is materially different from what was described on the website.

2.2. Non-Refundable Items/Conditions:

• Imitation Jewellery: Due to hygiene reasons, imitation jewellery items such as earrings and other items that come into direct skin contact may not be eligible for return or refund unless they are received in a damaged or defective condition and reported within 48 hours of delivery with supporting evidence (e.g., clear unboxing video and photographs).
• Items on Sale/Clearance: Products purchased during special sales or clearance events may have a "no refund" or "exchange only" policy, which will be clearly stated on the product page.
• Used or Damaged by Customer: Products that are used, altered, or damaged by the customer.
• Products returned without original packaging, tags, accessories, and all accompanying items.
• Products for which a return/refund request is initiated outside the specified timeframe.
• Shipping charges, unless the return is due to an error on E-COSMOS's part (e.g., wrong item shipped, damaged/defective item).

2.3. Refund Process:

• Initiation: Once your cancellation or return is approved and the product is received and inspected by our team (in case of returns), we will initiate the refund process.
• Timeline:
  

1. Refunds for cancelled pre-paid orders will typically be processed within 5-7 business days from the date of cancellation approval.
2. Refunds for returned products will typically be processed within 7-10 business days after the returned item has been received and inspected at our facility.
3. As per RBI guidelines and E-Commerce Rules, refunds shall be processed in a timely manner, generally not exceeding 14-15 days from the approval of cancellation or receipt of returned goods.

• Mode of Refund:
  

1. For pre-paid orders (credit card, debit card, net banking, UPI, wallets), the refund will be credited back to the original mode of payment.
2. For Cash on Delivery (COD) orders, refunds will be processed via NEFT to the bank account details provided by you, or through other mutually agreed-upon methods. You will be contacted to provide these details.

• Notification: You will be notified via email or SMS once the refund has been processed from our end. Please note that it may take additional time for the refund to reflect in your account, depending on your bank or financial institution.

2.4. Damaged, Defective, or Incorrect Products:

• If you receive a product that is damaged, defective, or not what you ordered, please contact our Customer Care team within 48 hours of delivery.
• Provide your order ID, a clear description of the issue, and supporting evidence such as photographs and an unboxing video (highly recommended, especially for fragile items and imitation jewellery).
• We will guide you through the return and refund or replacement process as per our "Return & Exchange Policy."

3. Unboxing Video Requirement (Highly Recommended):

To facilitate a smooth process for claims related to damaged or missing items, especially for fragile products and imitation jewellery, we highly recommend creating a clear and uncut unboxing video of your parcel from the moment you start opening the outer packaging until you have inspected all items. This video can serve as crucial evidence in case of any disputes.

4. Grievance Redressal

For any queries or grievances related to cancellations and refunds, please contact our Grievance Officer:

Name: Akshat Maniyar

Email: grievance.officer@ecosmos.co.in

Address: 1st floor,20, 7-A-1,, JAGMOHANDAS MANSION, AVANTIKABAI GOKHLE MARG, OPERA HOUSE, MUMBAI, Mumbai Suburban, Maharashtra, 400004

We aim to resolve all complaints within one month from the date of receipt.

5. Amendments

E-COSMOS reserves the right to modify or update this Cancellation and Refund Policy at any time without prior notice. The updated policy will be effective upon posting on the ecosmos.co.in website.