Returns & Refunds Policy

Section 1 — Introduction

The portal, www.enrichbeauty.com ("Website") and the mobile application 'ENRICH' ("App") (collectively "Platforms") is managed and operated by Enrich Hair & Skin Solutions Private Limited ("ENRICH" or "We"), a private limited company incorporated under the Companies Act, 2013 with its registered office located at 301/302, Kamla Executive Park, Vazir Glass Factory Lane, J.B. Nagar, Andheri East, Mumbai 400059, Maharashtra, India. ENRICH is inter alia engaged in the business of operating Unisex Beauty & Hair Salon, including the sale of Hair, Skin and other beauty related products, delivery or use of products supplied thereon ("Products"), through its stores and through it's Platforms and providing Hair, Skin and other beauty related services (collectively as "Services") to the users of the Platforms ("User" or "You" or "Your").

Section 2 — Objectives of This Policy

[2.1] In keeping with ENRICH's goal of ensuring User satisfaction, this cancellation, return and refund policy ("Cancellation, Return and Refund Policy"), together with the terms of use at customercare@enrichbeauty.com, sets out ENRICH's procedures and policies in accepting: (a) Product cancellations before the Product is delivered to a User; or (b) Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Cancellation, Return and Refund Policy.

[2.2] Users are required to peruse and understand the terms of this Cancellation, Return and Refund Policy. If You do not agree to the terms contained in this Cancellation, Return and Refund Policy, You are advised not to accept the terms of use and may forthwith leave and stop using the Platforms. The terms contained in this Cancellation, Return and Refund Policy shall be accepted without modification and You agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

Section 3 — Terms of Cancellation

[3.1] Cancellation before dispatch — A User is not permitted to fully or partially cancel orders prior to its dispatch from ENRICH.

[3.2] Cancellation after dispatch — The process for cancellation after invoicing will follow the same process as returns.

Section 4 — Terms of Return and Refund

[4.1] Refunds are applicable within 14 days of return in its original condition.

[4.2] Products must be returned in their original condition for a refund to be processed.

[4.3] Notwithstanding anything to the contrary, Users cannot return certain Products which are specified as 'non-returnable' on the relevant Product pages of the Platforms, and (b) Such Products may be returned only in case of defects or damages in the Products, incorrect products shipped to the User, missing components and empty sealed packages, and not for any other reason.

[4.4] The User can only return Non-returnable Products if there are defects and deficiencies in the Product (attributable to, and accepted by ENRICH after due verification at its sole discretion) or if such Non-returnable Products are delivered late (except in case of force majeure including COVID-19). The User shall initiate a request for returning such Non-returnable Products on the Platforms not later than 14 (fourteen) days from the date of delivery of Product.

[4.6] While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User may 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 Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund Policy and are, among other conditions, unused with no damage and stains, with price label intact, all packaging material undamaged and unused. ENRICH reserves the right to alter and enforce this Cancellation, Return and Refund Policy at any time without having to serve a prior notice on the User. However, ENRICH will notify the Users of any change in the Cancellation, Return and Refund Policy by posting a notice on the homepage of the Platform.

[4.7] If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the "Bundled Package"), the User shall be required to return all the Products that form a part of the Bundled Package for ENRICH to process refunds.

[4.9] In the event a User returns a Product that is not accompanied by the accessories or other items originally bundled with such Product, ENRICH shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

[4.10] ENRICH shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that ENRICH shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.

[4.11] It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by ENRICH after due verification at its sole discretion) or in case of incorrect product was delivered.

[4.12] ENRICH shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User's registered mobile number and email address. ENRICH disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

[4.13] If the request for refund is undisputed by ENRICH, the refund should reflect in the User's bank account and/or the User's ENRICH Wallet within such reasonable time (subject to the policies of the User's bank in case of bank account/credit card refunds) from the date on which ENRICH initiates the refund.

[4.14] Refunds shall be processed by ENRICH through its normal banking channels except in cases where a User has utilised his/her ENRICH Wallet for purchase of Products or opted for the cash on delivery option. Where a User has opted for cash on delivery option for payment towards the purchased Products, ENRICH shall process all refunds into either the User's ENRICH Wallet or the Users' valid bank accounts, if details of such accounts are provided by the User to ENRICH at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, ENRICH shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) ENRICH deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User's ENRICH Wallet, it cannot be further transferred to any other bank account or encashed, and would continue to remain in the User's ENRICH Wallet until exhausted for shopping on the Platforms. For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using balances in his/her ENRICH Wallet, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Cancellation, Return and Refund Policy being met, then ENRICH may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User's ENRICH Wallet and the remaining INR 500 (Indian Rupees Five hundred) to the User's credit card source account, or both the amounts only to such User's ENRICH Wallet.

[4.15] Return of purchased Products are facilitated through ENRICH's reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by ENRICH, ENRICH's reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to ENRICH. While ENRICH has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, ENRICH has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where ENRICH 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 ENRICH'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 ENRICH's warehouse, the User shall be required to scan the courier/postal receipt to customercare@enrichbeauty.com for ENRICH's records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at ENRICH's returns desk/warehouse.

[4.16] In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph [4.15] above and ENRICH 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 ENRICH to prove his/her claim of return of Products through self-shipment to ENRICH. It is specifically clarified that any refunds shall be processed by ENRICH only upon it receiving the returned Products and concluding required quality checks as provided in paragraph above or receiving the 'proof of delivery' from the User, as the case may be.

Section 5 — Grievance Redressal

Any grievances relating to the Cancellation, Return and Refund Policy may be directed by You to the grievance officer of ENRICH who can be contacted at customercare@enrichbeauty.com.