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Returns and cancellations

How do I return an item purchased on E.S.A.W.?
Conveniently place your return request online if you've received an item in a 'Damaged', 'Defective' or 'Not as Described' state. You may also conveniently do this on the E.S.A.W.

TIP: For additional instructions check your email/SMS. We send you important updates from time-to-time. 

Login to E.S.A.W., place a return request:
1. Create a Return Request
- Go to 'My Orders'
- Click 'Return' to open the Return Request form
- Select 'Replacement' or 'Refund'
2. 'Item to be Returned' is picked up
The item you wish to return will be picked up from your doorstep.
3. Replacement/Refund Initiated
Once the E.S.A.W. receives the originally delivered item, a Replacement item is shipped or a full refund is issued.

Important:
Please ensure that the product is in unused and original condition. Include everything from the package you've received including price tags, labels, original packing, freebies and accessories.

Hassle-free Returns:
We try our best to offer you a hassle-free returns experience.
- Returns including all replacements/pickups are done free of cost.
- In case of Refunds, the entire amount paid by you including shipping and gift wrapping charges are transferred to your account.
- We strive to ease the pickup process for you in case of returns. In most of the cases we deliver the replacement while we do the pickup.
- In a few other cases, we ensure that pickup is arranged at the earliest and we ship the replacement as soon as we receive the item from our courier partner.
- In the rare scenario where a pickup cannot be done in certain areas, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt.
- Replacement is subject to availability of stock with the E.S.A.W.. In case a Replacement is not available, E.S.A.W. will refund the amount for the same.


Exceptions:
There are certain scenarios where it is difficult for us to support returns.
-Return request is made outside the specified time frame.
-Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
-Defective/damaged products that are covered under the manufacturer's warranty.
-Product is damaged due to misuse or Incidental damage due to malfunctioning of product.
-Specific categories like innerwear, lingerie, socks and clothing freebies.
-Any consumable item that has been used or installed.
-Products with tampered or missing serial numbers.
-Made-to-order / custom jewellery.
-Fragile items, hygiene related items.

What is E.S.A.W.'s Friendly Returns policy?
At E.S.A.W., we understand how much you value your every purchase. And we are committed to making your shopping experience with us as delightful as possible.

Therefore, in the rare event that you are not fully satisfied with what you ordered, just return it to us. You can conveniently initiate the return online or on our mobile app. We will ensure you get a resolution as quickly as possible. Our Returns policy may vary slightly depending on the product and E.S.A.W..

We assure you that all products sold on E.S.A.W. are brand new and 100% genuine. In case the product you received is 'Damaged', 'Defective' or 'Not as Described', our Friendly Returns policy has got you covered.

Replacement
If you have received an item in a 'Damaged' or 'Defective' condition, or it is 'Not as Described' by the E.S.A.W., you may request a replacement at no extra cost. Return Policy is E.S.A.W. specific and terms may differ. Please check the respective E.S.A.W.'s policy when buying or before initiating a return for a replacement. Replacement is subject to availability of stock with the E.S.A.W.. If the product is out of stock, you will receive a full refund, no questions asked.


What is E.S.A.W.'s Replacement Guarantee?
If you have received a product in a damaged or defective condition or it is not as described, you can return it to get a replacement within 10 days of delivery from  E.S.A.W. Please contact us with a replacement request. The item will be recalled and a brand new replacement will be shipped to you, at no extra cost.

Where can I find the E.S.A.W.'s Return Policy?
Please go to the product page, where you can see the respective policy against each E.S.A.W. offering that product.

E.S.A.W has declined my request. What can I do?
In case the E.S.A.W. declines a replacement request and you are unconvinced with the reason provided, you can write to us to at resolution@E.S.A.W..com You can file a dispute 45 days from the date of delivery. E.S.A.W. mediates buyer-E.S.A.W. disputes on a case-by-case basis. E.S.A.W. Buyer Protection covers buyers who are unable to successfully resolve their dispute with the E.S.A.W., or are not satisfied with the resolution provided by the E.S.A.W..

What is E.S.A.W. Buyer Protection?
E.S.A.W. Buyer Protection seeks to help Buyers who have an issue with a product as the E.S.A.W. is unable to provide resolution and the Buyer is unconvinced. Write to us at resolution@E.S.A.W..com in case you want to raise a dispute. E.S.A.W. looks at each dispute on a case-by-case basis and tries to be fair to both parties. Buyers and E.S.A.W.s are subject to final consent from E.S.A.W. for settling the dispute.

When are returns not possible?
There are certain scenarios where it is difficult for us to support returns
- Return request is made outside the specified time frame
- Product is damaged because of use or Product is not in the same condition as you received it
- Specific categories like innerwear, lingerie, socks and clothing freebies
- Defective products which are covered under the manufacturer's warranty
- Any consumable item which has been used or installed
- Products with tampered or missing serial numbers
- Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
- Made-to-order / custom jewellery
- Fragile items, hygiene related items

Do I have to return the free gift when I return a product?
Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?
Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

When are Refunds provided?
We work to provide the most hassle-free online shopping experience. You are covered and your money safe.
Refunds are issued when
- E.S.A.W. cannot provide replacement
- In-line with Buyer Protection, when a dispute has been ruled in your favour 
E.S.A.W. allows Refunds on select categories under certain conditions. Please check with the individual E.S.A.W.'s Returns Policy.

I have requested a replacement, when will I get it?
Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement. In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up/received. If you don't get the return within the promised date, contact us immediately.

I've still not received the refund to my bank account. Why?
If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same.  Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

What is the pickup process? Why I have been asked to ship the item?
Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
- We arrange for pickup from most of our customer locations. Its simple. Please follow the instructions you received by email
- In case we can't pick up the item from your location, you can ship it back to the E.S.A.W.. We will reimburse the shipping charges against the original receipt
- Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit
- Mention the Return ID on the package so that we can acknowledge your return
- Please mention E.S.A.W.'s address as specified in the email notification sent to you
- Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference

Refund/replacement will be initiated as soon as E.S.A.W receives the product from you.

I have changed my mind and would like to retain the product. What do I do?
Please call us to cancel your return request and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.


 

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