Replacement/ Refund Policy
Oenum believes in helping its customers as far as possible, and has therefore a liberal cancellation policy.
Eligibility
Your purchase is eligible for replacement within the first 7 days after the delivery & only if it meets the following conditions:
- Wrong Product: If a wrong product was delivered to you, i.e., the product does not match the item description mentioned on the website or the wrong product is delivered.
- Missing Product / Missing Item: If your order is delivered with one or more items missing, please report the issue within 48 hours of delivery. Once the case is reviewed and verified, and if the missing item is determined to be due to a logistics or fulfillment issue, a refund for the missing product amount will be processed to the original payment method.
- Manufacturing Defect: If the product you receive has a manufacturing defect, i.e., fitting issues etc.
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Reporting Time: If you report the issue within 48 hours from the time of delivery.
- Unboxing Video: An unboxing video after delivery is required to understand the issue better.
Process of Replacement
If your purchase meets with the criteria as stated above, you can then contact us at support@oenum.in or Click here to contact us on Whatsapp within 7 days of delivery with the following information:
- Order number
- Specify the reason for the return/ replacement, and in case of defective or incorrect product, please send us relevant images and videos of the item to support your claim.
IMPORTANT STEP: Please immediately stop using the product and put it in its original packaging. Please ensure that the product is unused, not damaged and all the inserts, invoice slips are intact.
RETURN OPTIONS:
- Assisted Return: Provided only within the first 7 days of delivery and only when the eligibility criteria is met.
- Self Return: For all other accepted returns outside of the 7-day window or if eligibility criteria is not met, customers are required to return the product themselves to the provided address.
QUALITY CHECKS:
- Digital Verification: All products will have to go through a digital verification process where the images and videos will be carefully checked.
- Physical Verification: Once the product reaches our warehouse, we will inspect the product and once our inspection team confirms that the product received is in acceptable condition, as dispatched from our warehouse, we will process the return request case on case basis.
- IMPORTANT: Digital verification is a preliminary step in the return/replacement process. However, it does not guarantee approval. The final decision is subject to the outcome of the physical verification conducted at our warehouse.
NOTE:
- Items sent back to us without first requesting a return will not be accepted.
- Replacement process can take upto 13-15 working days.
- A replacement product cannot be dispatched until the first product is picked up and quality checked.