CANCELLATION, RETURN &REFUND POLICY

M/s En’Vogue Furnishings India Pvt. Ltd, , a company incorporated under Companies Act, 1956 having its registered office at ​Basement, 20, Pusa Road, New Delhi- 110005, India (“Envogue”, ”Obsessions”, “site”, “we”, “us” or “our”) is managing and operating the websites www.obsessions.co.inand the corresponding mobile applications thereof   (collectively referred to as the “Platforms”) through which it inter alia, offers various retail solutions, facilitates the online sale of a diverse range of carpets & rugs and bath & home accessories listed on the Platforms from time to time (“Products”) to the users of the Platforms  (“User” or “Users” or “you” or “your”).

We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return on the Platforms. While transacting on the Platforms, you can expect a hassle-free experience in returning, or canceling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.

The Terms of Use, Terms of Sale and Privacy Notice & Privacy Policy  published on the Platforms shall be read by reference here. This cancellation, return, and refund policy (“CR&R Policy”), together with other policies sets out our procedures and policies in accepting: (a) cancellation, (b) Product return once the Product is delivered to the User, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.

1.             APPLICABILITY OF POLICY

1.             By agreeing to use the Platforms and/or initiating a request for purchase of Product(s) on any of the Platforms, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Platforms and forthwith leave and stop using the Platforms.
2.             Obsessions reserves the right to alter and enforce this Policy at any time without having to serve a prior notice on the User. Please note that we may, from time to time, change the terms of the Policy that governs your return, refund or cancellation of an order for Products on the Platforms.
3.             Any order of Product placed by the User after the policy change then the revised Policy will be applicable to such order of Products. Hence, it is recommended that every time you wish to use the Platforms for purchase of Products, please check the Policies to ensure that you understand the terms and conditions that apply at that time when you are placing any order for Product(s) offered for sell or sold on the Platforms. Obsessions will, at its sole discretion, notify the Users of any change in the Policy by posting a notice on the homepage of the Platforms.

2.             TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

1.             Cancellation of Products:
   1.             You can cancel orders for Products prior to the orders of Products being shipped thereof.
   2.             Upon successfully placing an order for Products on the Platforms and after Obsessions has successfully handed over the Product(s) to its Logistic Partner, in case you change your mind in relation to a particular order of the Products (including instances of tampered/torn/opened Product packages at the time of delivery of Product), you may reject the shipment of such order of Products when our TSPs (Transport Service Provider) attempts the delivery the order of Products at your address. For any help that you may need you can always reach out to us at [email protected] or via the Contact Us section on the Platforms.
   3.             On receipt of the cancellation request prior to the Products being packed and the invoice being generated, we shall cancel the order of Products and initiate the refund for the Products within 10 (ten) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase. All refunds shall be subject to applicable policies and charges of the User’s bank/financial institution/ payment gateway, as may be applicable.
   4.             The User is not allowed to cancel the order for Products after the Products have been packed and the invoice has been generated in relation thereof. If any User sends an email to us requesting for cancellation of the order for Products after the Products have been packed and an invoice has been generated in relation thereof, we cannot guarantee such order cancellation in case the Product is already packed and invoiced by the time we check and respond to User’s email.
   5.             If at the time of delivery of an order of Products by our TSP the User notices or is aware that the Product package is either tampered and/or torn and/or open then the User may reject the shipment of such order of Products when our TSP attempts the delivery the order of Products at the User’s address and intimate the concern by emailing us at [email protected] or contacting us via Contact Us section on the Platforms.
2.             Return of Products:
   1.             You may initiate the request for return of the Product if: (i) the product is above MRP of INR 999/- ; (ii) the Product is damaged; (iii) both the Product and shipping package have been damaged; (iv) Product is defective or is not in working condition; (v) the Product is of bad quality; (vi) parts of the Product or accessory is missing; (vii) the Product ordered is different from what was ordered basis the Product description provided on the Platforms; or (viii) you are dissatisfied with the quality of purchased Product due to manufacturing defects (each referred to as “Non-Compliant Product”);
   2.             While raising a request for return on the Platforms, the User shall have the option to seek a refund of the amount paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Products being returned comply with the conditions set out under this Policy and are, among other conditions, with price tags intact, and all packaging material undamaged and unused. Such returned Product(s) should not carry stainsor odour, dent, crack, cut, scratch or folding marks.
   3.             You shall keep the Products in their unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for the return of such Product subject to the terms of this Policy. In case we find that the returned Products do not meet the criteria mentioned under this Policy, we reserve the right to reject the returned Products and refuse refunds in relation thereof.
   4.             If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the concerned Platforms. You need to contact customer care within 48 hours of delivery in case he has received a damaged/tampered or partial order. After 48 hours, no claim can be made. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return of the Products. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Products received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit. You agree that our decision in relation thereof is final and binding on you.
   5.             Your return will be processed only when the conditions as may be stipulated by us in this Policy are fulfilled at the time of return of such Products, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage or defect to the Products having occurred post-delivery of the Products while in your possession, etc.
   6.             You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Products (defined below), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period (defined above) (iv) ‘Made to Order’ Products on the Platforms. Any damage to the Product caused by your impropersafekeeping of the Product, or any modification or change to the Product by you or a third party or any depreciation in the value for other reasons will not deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
   7.             Products may be returned within the Return Period only in case of damaged-in-transit Products; or incorrect Products shipped to the User; or missing components of the Products and empty sealed packages of the Product and not for any other reasons. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit. You agree that our decision in relation thereof is final and binding on you.
   8.             We reserve the right to reject the return request for a Product if it does not fulfil the above-mentioned conditions.  In the event that the customer fails to accept the receipt of the re-shipped item, he shall continue to be not eligible for a refund, and Obsessions assumes no liability with respect to the return or refund for the said re-shipped item.

3.             You can return the Product(s), purchased from us provided the Product(s) satisfy the below mandatory conditions:

1.             The Product has not beentampered with by you.
2.             The price tag /barcode, original packaging material including brand boxes and protective coverage, and accompanying accessories are intact and not altered, damaged or discarded by you.
3.             The Product is not altered, unless proven manufacturing defect.
4.             Return is being initiated against the order under which it was bought and from the same account and the bar code of the Product matches our records.
5.             The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, or defect.
6.             There is no foul odour, stains, dent, crack, cut, scratch or folding marks or any form of damage or defect on the Product.
7.             The Product(s) if bought as a set should be exchanged as the complete set.
8.             We are satisfied that the Product has not been rendered defective, damaged or unusable.
9.             The user has not breached any terms of this Policy.
10.             We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.
11.             In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product or is not in a sellable condition as it does not satisfy the conditions mentioned above, Obsessions shall have the right, exercisable at its sole discretion, to (i) refuse to accept the return of such Product; and/or (ii) either (a) refuse to process any refund in relation thereof; or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

4.             The process for initiating the process for raising a return/refund/exchange request is as follows:
   1.             Please login with your credentials and visit the My Account section.
   2.             Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID. Kindly email an image of the Product and the invoice for our reference.
   3.             The Products will be picked up within the timelines intimated by Obsessions.
   4.             Obsessions will initiate the refund or replacement process only if the Products are received in accordance with this Policy.
   5.             On certain select days as specified by Obsessions separate policies may be applicable.
5.             Return of purchased Products are facilitated through our TSPs. On receipt of a request for return of a Product on the Platform and the same being duly acknowledged by us, our TSPs may get in touch with you in order to collect the purchased Product from you and deliver it to Obsessions. While Obsessions has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, Obsessions has a select list of areas where deliveries and collection can be undertaken by its TSPs. In events where Obsessions is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to Obsessions’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return. Upon self-shipping the Product to Obsessions’s warehouse, the User shall be required to scan and email the courier/ postal receipt to [email protected] for Obsessions’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at Obsessions’s returns desk/warehouse. For all above-mentioned self-shipment of Products, the User shall be fully responsible for any service deficiencies including but not limited to delays, lost in transit, damage, etc. to the Products due to any negligence or default of the courier partner chosen by the User for self-shipment and we shall not be held responsible or liable for the same in any manner whatsoever.
6.             In the event that the User claims to have self-shipped the Product in accordance with the process set out in paragraph 4 above and Obsessions does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to Obsessions to prove his/her claim of return of Products through self-shipment to Obsessions. It is specifically clarified that any refunds shall be processed by Obsessions only upon it receiving the returned Products in sellable condition and concluding required quality checks including the conditions mentioned under paragraph 3 above. User shall be solely responsible for any defect, damage and/or deficiencies including delays, lost in transit, etc. to the Product caused in transit while self-shipping the Product to Obsessions.
7.             If any User has excessive returns in their account, We may charge a standard convenience fee or full advance payment for future orders placed by such User.Such convenience fee shall be shown to the User before placing any order of Products on the checkout page of the Product as a separate charge and such convenience fee charged is non-refundable. For Users with high returns and unaccepted shipments of order, Obsessions may at its discretion disable User accounts if we determine that the User has willfully violated the terms of this Policy including other policies of the Platform and has exceptionally high returns.

8.             REFUNDS:

1.             At the time of raising a request for a return or cancelling the Products on any of the Platforms, you may seek a refund for the Non-Compliant Product. Such a refund will be made to you only in the event the payment has been received by us for the Products returned or cancelled, then money would be refunded in case of Returns or put in a wallet in case of Exchange for the customer to place a fresh order
2.             Please be informed that when you opt to cancel or return the Products, upon our receiving, verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 7-10 (seven to ten) business days from the date of us receiving the Products and verifying the defect or the non-compliance in the Product.
3.             Your refund will be processed only when the conditions as may be stipulated by us in this Policy are fulfilled, such as the Product being returned in original saleable condition without any defect or damage, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all the conditions mentioned under policy above being satisfied. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. You agree that our decision in relation hereof is final and binding on you.
4.             Refunds shall be processed by Obsessions through its normal banking channels. You acknowledge that after the initiation of the refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

9.             The amount will be refunded to you within 7-10 (seven to ten) business days of us approving the refund subject to the terms of this Policy, depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
10.             Refund to be made to the User shall be subject to deduction of the partial cost of freight & packing amounting to not more than 5% of the invoice value. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at our sole discretion) we may not deductthe shipping charges fromyou.
11.             Obsessions shall make all reasonable attempts to keep the User apprised of the status of the refund through updates shared on the User’s account on the Platforms, registered mobile number and registered email address. Obsessions disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund due to any technical reason beyond the control of Obsessions.
12.             We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and Obsessions shall not be liable for returning the Products and shall not take any liability for the same. You agree that our assessment and decision in relation there is final and binding on you.

13.             CUSTOMER SUPPORT
    1.             Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at:

Contact Details: [email protected]