Cancellation & Returns

Most frequent questions and answers

EnM Mart’s returns and exchange policy gives you an option to return or exchange items purchased on EnM Mart for any reason within the specified return/exchange period (check the product details page for the same). We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:

  • Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  • Self-Ship: If we don’t offer a pick up at your location. In such cases, we will credit the shipping costs to your account provided the product meets the return policy and you have shared a scanned copy of the courier receipt with us.

During Pick Up, our delivery agent may do a quality check on the return. For a successful pickup, we will initiate a doorstep refund for the return amount into the refund mode selected at the time of initiating the return request. This doorstep refund may not be applicable for some pin codes in which case refund will be initiated after the product has been received at our warehouse and has passed a quality check. If the picked up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately.

The following EXCEPTIONS and RULES apply to this Policy:

  • All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact.
  • Under Exchange Policy, only size exchanges are allowed. Items can be exchanged for a similar size or a different size. Exchanges are allowed only if your address is serviceable for an exchange by our Logistics team.
  • EnM Mart will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake,EnM Mart would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.
  • If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
  • If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

EnM Mart’s returns and exchange policy gives you an option to return or exchange items purchased on EnM Mart for any reason within the specified return/exchange period (check the product details page for the same). We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:

  • Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  • Self-Ship: If we don’t offer a pick up at your location. In such cases, we will credit the shipping costs to your account provided the product meets the return policy and you have shared a scanned copy of the courier receipt with us.

During Pick Up, our delivery agent may do a quality check on the return. For a successful pickup, we will initiate a doorstep refund for the return amount into the refund mode selected at the time of initiating the return request. This doorstep refund may not be applicable for some pin codes in which case refund will be initiated after the product has been received at our warehouse and has passed a quality check. If the picked up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately.

The following EXCEPTIONS and RULES apply to this Policy:

  • All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact.
  • Under Exchange Policy, only size exchanges are allowed. Items can be exchanged for a similar size or a different size. Exchanges are allowed only if your address is serviceable for an exchange by our Logistics team.
  • EnM Mart will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake,EnM Mart would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.
  • If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
  • If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

You can return products purchased from EnM Mart within the specified return/exchange period(check product details page for the same), except for our non-returnable products and high-value products which can only be returned for a limited number of days.

  • Create a ‘Return Request’ under the “My Orders” section of the Website. Follow the screens that come up after tapping on the ‘Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode.
  • We offer pick-up facilities in selected locations basis our courier serviceability.
  • If the reverse pick-up option is not available at your location you can self-ship the product to us.

Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact. Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk.

Self-ship: In case your area Pincode is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk. Please pack the product and ensure the product is unused, unwashed and all the tags are intact. Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address of the Returns desk closest to you. We have listed out the addresses of the Returns desk in another section on this page.

We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on the Website.

If you would like to exchange products purchased from EnM Mart, please follow the below-mentioned steps:

  • You can create an exchange for products purchased from EnM Mart within the specified return/exchange period (check the product details page for the same) under the “My Orders” section of the Website. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference
  • Place the product in a packet but do not seal it. Please ensure the product is unused, unwashed with all the tags intact.
  • Hand over the original product to our delivery staff and receive the exchange item from him. Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchanged item.
  • At any time, you can track the status of your exchange requests under “My Orders” of the Website.

Once you create a return via your account as per the returns policy, EnM Mart will ensure a quick, easy, and seamless returns experience for you. Our delivery agents may perform a simple quality check at your doorstep and upon acceptance of the return, your refund will be initiated immediately.

At the time of creating a return, customers are requested to confirm (via a checkbox click) that the product being returned is unused with original tags intact. At the time of pickup, if the above conditions are not found to be met, your return may be put on hold pending further clarification with our Contact Center.

This may have happened, if the item you have returned is used, damaged or original tags or MRP tags are missing. In the event that you fail to accept the receipt of the re-shipped item, you shall continue to be not eligible for a refund, and EnM Mart assumes no liability with respect to the return or refund for the said re-shipped item. For more details, please call our customer care.

We make three attempts to pick up the item, if the item is not picked up in the third attempt, the Pickup request will be marked as failed. You can initiate a new return request if the item meets the return criteria and is within the specified return/exchange period (check product details page for the same). For more details, please call our customer care.

This may have happened, if the item you returned is used, damaged or original tags are missing. In the event that the return request is declined, the user shall not be eligible for a refund, and EnM Mart assumes no liability in this regard. For more details, please call our customer care.

After the refund has been initiated by as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:

  • NEFT – 1 to 3 business days post refund initiation
  • Online Refund – 7 to 10 days post refund initiation, depending on your bank partner
  • PhonePe wallet –Instant

Please note, EnM Mart initiates the refund upon successful return pick up, or after the returned item has reached us, and quality check is successful. Therefore, the refund initiation time may vary by the time taken by the courier partner to deliver the return to an EnM Mart warehouse. In case of any refund discrepancies, EnM Mart may at its sole discretion, request you to share with us a screenshot of your bank statement.

If you are returning multiple products from a single order then, you will receive a separate Return ID via e-mail for each item. If you are self-shipping the products, you can ship all the products in a single shipment. Please mention the Return IDs for all the products on a single sheet of paper and place it inside the packet. If the mode of return is Pickup, our courier person will pick up the products from the pickup address.

Currently, we pick up products only from selected PIN Codes. If your area pin code is serviceable, you will be able to select the pickup option when you create a Return Request on the Website.

  • We will pick up the return within 4 – 7 days from the request placement date.
  • Please keep the return shipment ready.