Return & Exchange Policy

At E-COSMOS (ecosmos.co.in), we are committed to your satisfaction. While we strive to deliver products of the highest quality, we understand that sometimes a return or exchange may be necessary. This policy outlines the conditions and procedures for returning or exchanging items purchased from our website. Please read this policy carefully.

1. General Return & Exchange Guidelines

  • Timeframe for Requests: All return or exchange requests must be initiated within 7 days from the date of delivery of your order.
  • Product Condition: To be eligible for a return or exchange, the item must be:
  1. Unused and in its original, unopened, and resalable condition.
  2. In its original packaging with all tags, labels, and protective films intact.
  3. Accompanied by all accessories, manuals, and free gifts, if any, that came with the product.
  4. Accompanied by the original invoice/proof of purchase.
  • Initiating a Request: To initiate a return or exchange, please follow these steps:
  1. Log in to your E-COSMOS account and navigate to the 'My Orders' section.
  2. Select the order containing the item(s) you wish to return or exchange.
  3. Click on the 'Return/Exchange' option and follow the prompts to submit your request.
  4. Alternatively, you can email our Customer Care team at support@ecosmos.co.in with your Order ID, the item(s) you wish to return/exchange, and the reason. Please include clear photographs and, if possible, an unboxing video, especially for damaged or incorrect items.

2. Specific Conditions for Returns & Exchanges

2.1. Damaged, Defective, or Incorrect Product Received:

  • If you receive a product that is damaged, defective, or not the item you ordered, please notify our Customer Care team within 48 hours of delivery.
  • Mandatory Evidence: To facilitate a swift resolution, you must provide:
  1. Clear photographs of the damaged/defective product and its packaging.
  2. A clear and uncut unboxing video showing the parcel being opened from the outer packaging, revealing the product, and clearly demonstrating the damage or discrepancy. This is highly recommended for all items, and essential for fragile products and imitation jewelry.
  • Upon verification of the issue, we will arrange for a reverse pickup of the item at no additional cost to you.
  • You will be offered the choice of a replacement of the same item (subject to availability) or a full refund.

2.2. Product Not as Described:

  • If the product delivered is materially different from its description on our website (e.g., significant color variation beyond minor display differences, incorrect specifications), please contact us within 7 days of delivery.
  • We will assess your claim based on the product description and images on our website.
  • Upon approval, we will arrange for a reverse pickup, and you will be offered a replacement or full refund.

2.3. Change of Mind / Dislike (Conditional):

  • We understand that sometimes a product might not meet your expectations. Returns due to a change of mind or subjective dislike are handled on a case-by-case basis and are subject to the following:
  1. The request must be initiated within 5 days of delivery.
  2. The product must be in perfect, unused, and resalable condition with all original packaging and tags intact.
  3. Applicable Fees: For such returns, a reverse shipping fee of ₹100 will be deducted from your refund amount, or you may be required to ship the item back to us at your own expense.
  4. This policy may not apply to all product categories (see Section 2.4).

2.4. Non-Returnable / Non-Exchangeable Items:

Due to hygiene reasons, the nature of the product, or special pricing, the following items are strictly non-returnable and non-exchangeable unless they are received in a damaged or defective condition and reported within 48 hours of delivery with supporting evidence (unboxing video and photographs):

  • Imitation Jewellery: Especially earrings, nose rings, and any other jewellery that comes into direct skin contact. This is due to strict hygiene protocols.
  • Personal Care & Health Products: Items like [mention examples specific to your store, e.g., specific beauty tools, opened personal hygiene products] once their packaging is opened.
  • Sale/Clearance Items: Products purchased during special sales, clearance events, or with significant discounts are often final sale. Any such restrictions will be clearly stated on the product page.
  • Used or Altered Products: Any product that shows signs of use, wear and tear, alteration, or damage not caused by E-COSMOS.
  • Products Missing Original Components: Items returned without original packaging, tags, labels, accessories, or free gifts.
  • Gift Cards: E-COSMOS Gift Cards are non-refundable.

3. Return & Exchange Process

1. Request Submission: Submit your return/exchange request via your E-COSMOS account or by emailing Customer Care.

2. Request Review: Our team will review your request and may ask for additional information or clarification.

3. Approval & Pickup/Shipment:

  • If your request is approved, we will either arrange a reverse pickup (for damaged/defective/incorrect items or as per specific policy for change of mind) or provide you with instructions on how to ship the item back to us (for change of mind, if reverse pickup is not offered or you prefer to ship yourself).
  • Ensure the product is securely packed to prevent damage during transit.

4. Quality Check (QC) & Resolution:

  • Once the returned item is received at our warehouse, it will undergo a thorough quality check.
  • If the product passes the QC and meets the return eligibility criteria:
  1. For returns: Your refund will be processed as per our Cancellation & Refund Policy.
  2. For exchanges: The replacement item will be dispatched to you. If the requested exchange item is unavailable, a refund or store credit will be offered.
  • If the product fails the QC (e.g., used, damaged by customer, missing parts), we reserve the right to decline the return/exchange. In such cases, the product will be shipped back to you, and shipping charges for re-delivery may apply.

4. Important Notes

  • Unboxing Video: As stated in our Cancellation & Refund Policy, we strongly recommend creating a clear and uncut unboxing video for all orders, especially those containing fragile items or imitation jewelry. This video is crucial evidence in case of claims for damaged, defective, or missing products.
  • Communication: E-COSMOS will keep you informed at every stage of your return/exchange process via email or SMS.
  • Dispute Resolution: In case of any dispute regarding returns or exchanges, E-COSMOS's decision will be final and binding, subject to applicable consumer protection laws in India.

5. Amendments

E-COSMOS reserves the right to modify or update this Return & Exchange Policy at any time without prior notice. The updated policy will be effective upon posting on the ecosmos.co.in website. We encourage you to review this page periodically for any changes.

Contact Us

For any questions or concerns regarding our Return & Exchange Policy, please contact our Customer Care team:

Email: support@ecosmos.co.in

Grievance Officer:

AKSHAT MANIYAR

Email: grievance.officer@ecosmos.co.in

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