Return, Refund & Cancellation Policy

Section 1 — About This Policy

[1.1] 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 ("Products"), through its stores and through its Platforms.

[1.2] This policy applies to Products ordered for delivery through the Platforms. It does not apply to salon appointments, which may be rescheduled or cancelled by contacting the salon directly, and it does not apply to Enrich memberships, which are governed by the terms published with the membership at the time it is purchased.

[1.3] This policy sets out the circumstances in which an order for Products may be returned, replaced or refunded, and the circumstances in which an order may be cancelled. By placing an order on the Platforms You agree to the terms set out here.

[1.4] We aim to ensure that every order is delivered accurately and in good condition. Where we fall short of that, this policy explains what You are entitled to and how to ask for it.

Section 2 — Returns

[2.2] Such issues must be reported to us within 24 (twenty-four) hours of delivery, using any of the channels set out in Section 9.

[2.3] The Product must be returned in its original condition and packaging, together with all applicable accessories, contents and proof of purchase.

[2.4] We may require photographs, videos or other reasonable information in order to assess a claim.

[2.5] Section 2.1 states the grounds on which we accept a return. It does not limit Your rights under applicable law where a Product does not conform to the description, specifications, quality or other representations made by us. Those rights are preserved by Section 8, and a claim of that kind may be raised with us through Section 9 whether or not it falls within Section 2.1.

Section 3 — Change-of-Mind Returns

[3.1] We do not accept returns solely because You have changed Your mind, ordered the wrong Product, or no longer require the Product, unless a return is expressly offered for that particular Product or is otherwise required under applicable law.

[3.2] Please review the Products, quantities and delivery address shown before confirming an order.

Section 4 — Damaged, Defective or Incorrect Products

[4.1] Please notify us within 24 (twenty-four) hours of delivery if the Product is broken, damaged or the wrong Product, as set out in Section 2.2.

Section 5 — Cancellation of Orders

[5.1] An order cannot be cancelled by You once it has been placed. Orders are passed for fulfilment on confirmation so that they can be delivered the same day or the next, and once that has begun the order cannot be recalled. This is disclosed here and before You confirm an order.

[5.2] Section 5.1 does not affect Your remedies where a Product delivered to You is defective, damaged, incorrect or otherwise does not conform. Those remedies are set out in Sections 2, 4 and 6, and Your statutory rights are preserved by Section 8.

[5.3] We may cancel an order where, for example, the Product is unavailable, there is an error in the Product or pricing information, or the order cannot reasonably be fulfilled. Where we cancel an order and payment has already been received, the applicable amount will be refunded.

Section 6 — Refunds

[6.1] Where a refund is approved, it will generally be processed using the original payment method or another legally permissible method.

[6.2] The time taken for the refund to appear in Your account may depend on Your payment provider, bank or other financial institution.

[6.3] A refund does not include monies paid towards shipping charges or other such charges applicable from time to time, except where the Product had a defect at the time of delivery or where an incorrect Product was delivered.

[6.4] Where You paid for an order in whole or in part using Your Enrich Wallet or Enrich Points, the corresponding portion of any refund will be returned to Your Enrich Wallet or as Enrich Points, as applicable. Amounts refunded to the Enrich Wallet remain available for use on the Platforms and cannot be transferred to a bank account or encashed.

Section 7 — Products Not Eligible for Return

[7.2] We may identify individual Products as non-returnable on the relevant Product page. Where a Product is so identified, that identification is made before purchase and forms part of the terms on which the Product is sold.

[7.3] Section 7 is subject always to applicable law and to Your statutory rights. A Product that is defective, damaged, incorrect or non-conforming may be returned under Section 2 whether or not it falls within Section 7.1.

Section 8 — Statutory Rights

[8.1] Nothing in this policy is intended to limit or exclude any rights or remedies available to consumers under applicable Indian law.

[8.2] Where a Product does not conform to the description, specifications, quality or other representations made by us, or where any other statutory consumer right applies, Your rights under applicable law will prevail over this policy.

Section 9 — How to Request a Return or Refund

[9.2] Please quote Your order reference and provide details of the issue, together with supporting photographs, videos or other information where these are reasonably required.

[9.3] Each request will be reviewed on the basis of the nature of the Product, the circumstances of the claim and applicable law.

Section 10 — Grievance Redressal

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

Section 11 — Changes to This Policy

[11.1] We may update this policy from time to time. The version applicable to an order will generally be the policy displayed at the time the order was placed, subject to applicable law.