Cancellation, Returns & Refund Policy

Thank you for shopping with Ensoul India. If you are not satisfied with your purchase, please review our policy on Cancellation, Returns & Refunds.

Cancellation Policy

When can I cancel my orders?

Your cancellation request can be processed only if the products are not shipped. Once your order is shipped, we will send you an email with the tracking details. Once the order is shipped, we will not be able to process your cancellation request.

How can I cancel my orders?

Please get in touch with our customer care team by calling us at +91 85307 55551 (Mon-Sat 9am to 6pm) or send us an email at [email protected] with your order number to raise a cancellation request.

Your cancellation request will be processed within 4 hours and a confirmation email will be sent to your registered email id.

How will I receive the refund for my cancelled order?

Please refer Refund policy below.

Return Policy

What are the conditions under which products can be returned / replaced?

  • Incorrect product delivered – different item delivered
  • Incomplete order delivered – some items from the order are missing
  • Expired product delivered
  • Manufacturing defect – Tampered product or packaging
  • Damage during transportation

What are the conditions under which products cannot be returned / replaced?

  • Wrong order placed – Please cancel such orders before item is shipped
  • Opened / Used products
  • Original packaging is missing – Product box, labels are missing or tampered
  • Return / Replacement request is reported after 24 hours of delivery.

How are returns processed?

Note: Your return request can be processed only if requested within 24 hours of delivery.

Step 1:- Get in touch with our customer care team by calling us at +91 85307 55551 (Mon-Sat 9am to 6pm) or send us an email at [email protected] with your order number to raise a return request. Please attach images of the packaging that shows the order number and the product with the defect clearly.

Step 2:- Our customer care team will review your return request and get in touch with you to schedule the product pickup within 72 hours with our courier partner. 

Step 3:- For our courier partners the serviceability locations for delivery and pickup might be different. For exceptional cases where our courier partner does not service pickup at your location, you would have to ship the product via any reliable courier to our warehouse. We will reimburse the courier charges to your account as soon as you send us the payment receipt.

Step 4:- Once the product is received in our warehouse, our quality control team will verify it against the claim and will process your refund / replacement request only if the product inspection is successfully completed.

Step 5:- Refunds will be processed as per the refund policy below.

Based on your delivery location, the entire returns process typically gets completed in 10-15 working days.

Refund Policy

How will I receive the refund for my cancelled order?

Refund will be processed within 48 hours of order cancellation. For prepaid orders, the receipt of refund would depend on the mode of payment chosen by you and typically takes around 7-10 working days to reflect in the account from which the payment for the order was done.

How will I receive the refund for my returned order?

Refund will be processed within 48 hours of order cancellation upon successful inspection of the product at our warehouse.

For prepaid orders, the receipt of refund would depend on the mode of payment chosen by you and typically takes around 7-10 working days to reflect in the account from which the payment for the order was done.

For orders where payment was done in cash, our customer care team will take your bank account details and transfer the money directly to your account. You will receive the funds in your account within 2 working days.

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