Return Policy
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Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of Cancel order/exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy.
The return policy is divided into four parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.
Part 1 – Cancellation of Orders
Dil se care at home believes in helping its customers as far as possible and has therefore a liberal cancellation policy. Under this policy:
- Cancellations will be considered only if the request is made within 24 (twenty-four) hours of placing an order and if seller have not already dispatched the goods.
- There is no cancellation of orders placed under the ‘Same Day Delivery’ category;
- No cancellations are entertained for those products that Dil se care at home marketing team has obtained on special days, like Pongal, Diwali, and Valentine’s Day. These are limited occasion offers and therefore cancellations are not possible.
- Dil se care at home does not accept cancellation requests for perishable items like flowers, eatables etc.; and Seniority does not accept cancellation requests for consumables like nutrition and diabetic supplements and tests.
Any amount paid at the time of placing order shall be refunded back on the cancellation of Order in the same payment mode.
Part 2 – Return/Exchange, Return Window and Actions possible
The return and exchange policy for products sold on www.dilsecareathome.com is 7 days from the date of delivery. For certain specific hygiene and edible products, there are no returns / exchanges. There could be certain circumstances beyond our control where you could receive damaged/defective product(s) or a product that is not the same as per your original order. Seller will replace the product to your satisfaction at no extra cost. In such circumstances, before using the product(s), please get in touch with our Customer Service Team who will guide you on the process for the same at our Customer Service email- hello@dilsecareathome.com
The return process of the product can be restricted depending on the nature and category of the product(s).
(a) Conditions for return:
- Please notify us of the receipt of damaged/defective product(s) within maximum 48 (forty-eight) hours of delivery.
- Product(s) should be unused.
- Product(s) should be returned in their original packaging along with the original price tags, labels and invoices.
- It is advised that the return packets should be strongly and adequately packed so that there is no further damage of the product(s) in transit.
- Specific product(s) being offered by our registered vendors may have a different return policy. Please check the policies and terms at the Website at the time of purchase.
(b) Returns may not be possible for certain products under the following conditions:
- Damages due to misuse of product(s)
- Incidental damage due to malfunctioning of product(s);
- Any consumable item which has been used or installed;
- Products with tampered or missing serial/UPC numbers;
- Any damage/defect which are not covered under the manufacturer or vendor's warranty;
- Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered;
- Any wearable product that has been worn, washed, tags removed, stained from trying on and/or odor, smell of smoke, or show any type of damage etc.; or
- For hygiene reasons for example toilet and personal care products.
Part 3 – Returns Pick-Up and Processing
In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address During pick-up, your product will be checked for the following conditions:
| Category | Conditions |
|---|---|
| Correct Product | IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible. |
| Complete Product | All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present. |
| Unused Product | The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices. |
| Undamaged Product | The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes. |
| Undamaged Packaging | The product’s original packaging/ box should be undamaged. |
The field executive will refuse to accept the return if any of the above conditions are not met.
(c) The Return Process
Please follow the below process for returning your parcel to us
- Please mail us at hello@dilsecareathome.com giving the order no. and the reason you would like to return it.
- We will inform you when the return pickup will be done by our logistics partner.
- Re-pack the item in its original packaging with labels and tags still attached.
- Cover your address label with the Seller address found on your delivery note.
Further Please Note: If a rare product is specially ordered for a customer, the product may have to be ordered on a no-return/ refund basis. This, of course, will be informed to the customer at the time of the purchase on the Website.
(d) The Returns Process for a Damaged / Wrong Item
If you receive a damaged product(s) and would like a refund, please send us a message at hello@dilsecareathome.com, advising us of your order number (found in Order History in ‘My Account’), along with the name/product code of the item affected and the details of the problem, so that we may investigate this for you. This must be done within 2 (two) days of receipt of the product. Please return the item to us following the same procedure as stated in the Returns section. We ‘ll examine the faulty product and be in touch with information of what refund you are entitled to via email within a reasonable period of time. We can alternatively also offer you a free replacement of the product.
(e) Refunds:
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller, its registered vendor or authorized personnel. Refund will be processed based on the mode of payment of the order.
- Orders paid by credit card or debit card will be refunded by credit back to the credit card or debit card within 7 (seven) working days of the process being completed;
- Orders paid by net banking accounts will be credited back to bank account within 7 (seven) working days of the returns process being completed; and
- Refunds will be made in case replacement is not possible.
Part 4 - General Rules for a successful Return
- In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
- In cases where a product accessory is found missing/damaged/defective, the seller may either process a replacement of the particular accessory or may issue refund for an amount equivalent to the price of the accessory, at the seller’s discretion.
- For products where installation is provided by Dil se care at hoome service partners, do not open the product packaging by yourself. Dil se care at home authorised personnel shall help in unboxing and installation of the product.
- For Furniture, any product-related issues will be checked by authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.