At ENAAY, we want you to have a smooth and transparent shopping experience. This Refund and Cancellation Policy explains how order cancellations and refunds are handled for purchases made through enaay.com.
For information about product returns and exchanges, please refer to our Return & Exchange Policy.
1. Order Cancellation
You may request cancellation of your order before the order is dispatched.
To request cancellation, please contact our customer support team as soon as possible after placing your order and provide your order number.
Once an order has been dispatched or handed over to our logistics partner, cancellation may no longer be possible.
If an order has already been dispatched and you no longer wish to receive it, you may refuse delivery where the delivery service permits. If the shipment is returned to ENAAY, any eligible refund will be processed after the shipment is received and verified.
2. Cancellation After Dispatch
Orders that have already been dispatched cannot normally be cancelled.
Once the order has been delivered, you may request a return in accordance with our Return & Exchange Policy, provided the product meets the applicable return conditions.
3. Cancellation by ENAAY
ENAAY may cancel an order in exceptional circumstances, including but not limited to:
- The product is unavailable or out of stock.
- An incorrect price or product information is displayed due to a technical or system error.
- Payment or transaction-related issues prevent order processing.
- The transaction is suspected to be fraudulent or unauthorised.
- The shipping information provided is incorrect, incomplete, or cannot be verified.
- Any circumstance prevents us from fulfilling the order.
If ENAAY cancels a prepaid order, the eligible amount paid for the cancelled order will be refunded through the applicable payment method or payment channel.
4. Refund Eligibility
A refund may be applicable in the following circumstances:
- An eligible order is cancelled before dispatch.
- ENAAY cancels a prepaid order.
- A returned product is approved for a refund under our Return & Exchange Policy.
- A product is received damaged, defective, incorrect, or materially different from the product ordered and the claim is approved after verification.
- A refund is otherwise required under applicable Indian law.
5. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, incorrect, or materially different from the product ordered, please contact us within 7 days from the date of delivery.
Please provide your order number and, where requested, clear photographs or videos of the product, packaging, shipping label, and the issue identified.
Our team may inspect and verify the issue before approving a refund, replacement, return, or exchange, as applicable.
For complete return and exchange eligibility requirements, please refer to our Return & Exchange Policy.
6. Refund for Approved Returns
If a returned product is approved for a refund after inspection, the eligible refund amount will be processed in accordance with this policy and our Return & Exchange Policy.
Wherever possible, refunds will be made using the original payment method used for the order.
7. Refund Processing Time
Once a refund has been approved, ENAAY will initiate the refund within 10 days, unless a different timeline is required under applicable law or circumstances outside our reasonable control.
After the refund has been initiated, the time taken for the amount to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other payment service provider.
ENAAY is not responsible for delays caused by banks, payment gateways, card networks, or other third-party financial institutions after the refund has been successfully initiated by us.
8. Refund for Cancelled Orders
If an eligible prepaid order is cancelled before dispatch and the cancellation is approved, the amount paid for the cancelled order will be refunded to the original payment method, wherever possible.
If an order has already been dispatched and is subsequently returned to ENAAY after refusal or failed delivery, the refund will be processed after the shipment is received by ENAAY and the applicable verification is completed.
9. Shipping and Return Charges
For returns requested due to a customer-related reason, such as a change of mind or size preference, any applicable return shipping charges will be handled according to the terms communicated by ENAAY when the return is approved.
Where a product is confirmed to be damaged, defective, incorrect, or materially different from what was ordered due to an issue attributable to ENAAY, the applicable return and refund arrangement will be communicated to the customer after verification.
10. Promotional Orders
Products purchased using promotional offers, discounts, coupons, or other promotional benefits may be subject to specific terms applicable to the relevant offer.
Where a refund is approved for a promotional order, the refund amount will be calculated based on the amount actually paid by the customer and the applicable terms of the promotion.
Promotional discounts, coupons, or benefits that are non-refundable or cannot be reinstated will be handled according to the terms of the relevant promotion.
11. Non-Returnable Products
Where a product is specifically identified as non-returnable or non-refundable on the product page or under applicable offer terms, it will generally not be eligible for a refund unless the product is defective, damaged, incorrect, materially different from what was ordered, or otherwise covered by applicable law.
12. Failed or Unsuccessful Payments
If your payment is unsuccessful but the amount has been debited from your bank account, UPI account, card, or other payment method, please contact us with the relevant transaction details.
We will verify the transaction with our payment service provider and take appropriate action. Where payment has been received by ENAAY but the order has not been successfully created, the eligible amount will be refunded through the applicable payment channel.
13. Refund Security
ENAAY will never ask you to share your password, OTP, UPI PIN, card PIN, CVV, or other confidential payment credentials for processing a refund.
Please do not share such information with anyone claiming to process a refund on behalf of ENAAY.
14. Grievance Redressal
For any complaint, refund, cancellation, return, exchange, delivery, or payment-related grievance, please contact us using the details below:
ENAAY FASHION PRIVATE LIMITED
Purnima Platina, IAS Layout, Kasavanahalli
Bangalore - 560035, Karnataka, India
Phone: +91 9109 161600
Email: support@enaay.com
Customer Support Hours:
Monday - Friday: 10:00 AM - 7:00 PM
Saturday: 10:00 AM - 5:00 PM
We will acknowledge consumer grievances within the applicable statutory timeframe and endeavour to resolve them within the period prescribed under applicable law.
15. Consumer Rights
Nothing in this policy is intended to limit, exclude, or override any rights or remedies available to consumers under applicable laws of India.
ENAAY will comply with applicable consumer protection and e-commerce requirements in force in India.
16. Policy Updates
ENAAY may update this Refund and Cancellation Policy from time to time to reflect changes in our business practices, services, or applicable legal requirements.
Any updated version will be published on this page and will become effective from the date of publication.