Refund policy

RETURN, EXCHANGE, CANCELLATION AND REFUND POLICY

Entimessi reserves the right to amend or modify this policy at any time without prior notice.  By placing an order on Entimessi.com, you agree to the terms contained in this Policy.

1. APPLICABILITY OF POLICY

Applicability: By agreeing to use the Entimessi Platform and/or initiating a request for the purchase of Product(s), you agree to be bound by the terms contained in this Policy without modification. Entimessi reserves the right to alter and enforce this Policy at any time without having to serve a prior notice.

Commitment to Consumer Rights: Entimessi is proud to be a Convergence Partner of the National Consumer Helpline (NCH). We adhere to the grievance redressal mechanism laid down by the Department of Consumer Affairs, Government of India, to safeguard the rights and interests of our consumers. We aim to provide the best customer experience to our Users, ensuring a hassle-free experience in returning or cancelling products.

2. RETURN AND EXCHANGE POLICY

You may initiate a request for return or exchange within 7 days of delivery. To be eligible, the Product must satisfy the following mandatory conditions:

  • Condition: The Product must be unused, unwashed, and in its original sellable condition. It must not carry stains, sweat, detergent, or body odour.
  • Packaging: The price tag, brand tags, and original packaging material must be intact and not discarded by you.
  • Accessories: Any accessories or gifts delivered with the Product must be returned along with it.
  • Verification: We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions. Entimessi’s decision regarding the condition of the returned product is final and binding on you.

MANDATORY UNBOXING VIDEO FOR CLAIMS: To protect against fraudulent claims, Entimessi requires a continuous, unedited unboxing video for any claim regarding:

  • Missing items (Empty Box).
  • Wrong product received.
  • Damaged outer packaging.
  • Note: Without this video evidence, Entimessi reserves the right to reject any claim of missing or damaged products.

3. CANCELLATION OF ORDERS

  • Cancellation by User: You can cancel orders for Products partially or fully prior to the orders being packed and the invoice generated.
  • Post-Packing Cancellation: You are not allowed to cancel the order after the Products have been packed and invoiced. In such cases, you may choose to refuse to accept the delivery when our Logistics Partner attempts delivery.
  • Cancellation by Entimessi: We reserve the right to cancel an order due to the non-availability of the product, quality check failures, or operational issues. In such events, a full refund will be processed to your original payment source.
  • Typographical/Pricing Errors: In the event a product is listed at an incorrect price or with incorrect information due to a typographical error, Entimessi reserves the right to refuse or cancel any orders placed for the product at the incorrect price, regardless of whether the order has been confirmed or your credit card charged. If charged, a full refund will be issued immediately.

4. REFUND MODES & TIMELINES

At Entimessi, we prioritize speed and convenience. Upon initiating a return, you may choose between two refund modes:

A. Entimessi Store Credit (Default & Recommended)

  • Speed: Instant Credit. The refund amount is credited to your Entimessi account immediately after the product is successfully picked up by our logistics partner for return shipment to our warehouse.
  • Validity: Lifetime Validity. Store Credits never expire and can be redeemed against any future purchase on Entimessi.com. Click here to know how to redeem Entimessi store credits.
  • Benefit: This is the fastest way to get your money back and reorder the correct size or style without waiting for banking cycles.

B. Refund to Original Source

  • Transit Timeline: Please note that return shipments may take 7–14 business days to arrive at our warehouse. This timeline depends solely on the logistics operations of third-party shipping partners, and Entimessi has no control over this transit time.
  • Mandatory Quality Check (QC): If you prefer a monetary refund to your original payment method (Credit Card/UPI/Bank Account), the process will be initiated only after the product arrives at our warehouse and passes a mandatory Quality Check. This process is strictly followed to safeguard the business interests of our vendor partners. We explicitly verify that:
    • The returned product is the exact item that was sent;
    • The item is unused and in sellable condition;
    • All original tags and packaging are intact; and
    • The item has not been deliberately damaged.
  • Bank Processing Time: While we approve the refund promptly once the product passes QC, banks and financial intermediaries generally take up to 7–14 business days to reflect the amount in your account.
  • Condition: We do not make cash refunds. All refunds are subject to the applicable policies and charges of the User’s bank or payment gateway.

5. QUALITY CHECK (QC) STANDARDS & REJECTION PROTOCOLS

Upon receipt at our warehouse, every return shipment undergoes a rigorous, video-recorded Quality Check (QC). If the returned product fails to meet any one of the following parameters, the return request will be rejected, and the item will be reshipped to you at your expense.

A. The "Tag Loop" & Packaging Integrity (Strict)

  • Tag Loops (Crucial): Please note that for all footwear purchases, we request you to refrain from removing the tag loop (plastic security string) attached to the product upon receipt. This tag loop serves as an essential part of our return process. Removal of the tag loop will result in the immediate rejection of the return.
  • Original Packaging: The item must be returned in its original brand box/packaging, including all protective coverage, dust bags, and paper fillers. The packaging must not be broken or tampered with.
  • The "Double-Box" Rule: Do not apply tape or shipping labels directly to the brand shoe box. You must pack the brand box inside a shipping bag or another outer carton. Returns with damaged/taped brand boxes will be rejected as they are no longer in "sellable condition".

B. Apparel Guidelines

  • Hygiene & Cleanliness: The product must be strictly unworn, unwashed, and clean. It must be free from any foul odour, perfume, sweat marks, detergent scent, stains, or body odour.
  • Visual Integrity: There must be no tears, snags, pilling, shrinkage, colour bleeding, or any form of damage or defect caused while in your possession.
  • No Alterations: The product must not be altered (e.g., hemmed, tailored) or cleaned/tampered with in any way.

C. Footwear & Clogs Specifics

To be eligible for return, footwear must be tried on clean, indoor surfaces (carpets) only.

  • Sole Condition: The soles/bottom of the footwear must be completely clean, with zero signs of dirt, grit, mud, or wear on the tread. Any evidence of outdoor use (even for a few minutes) will result in immediate rejection.
  • Clogs & EVA Material: For Clogs and rubber-based footwear:
    • There must be no scuff marks, friction burns, dents, or scratches on the outer surface (upper) or the toe box.
    • The heel strap must not be over-stretched, torn, or detached.
    • The footbed must be free of foot impressions, sweat, or debris.
  • Creasing: The upper material (vamp) must show no signs of creasing or "break-in" lines resulting from walking.

D. Accessories, Bundles & Verification

  • Bundled Packages: If you purchased products as part of a package or promotional bundle (e.g., "Buy 2 Get 1 Free"), you must return all the products that form part of the bundle. Partial returns of a bundle are not permitted and will be rejected.
  • Free Gifts: Any gifts accompanying the purchased product must be returned. If the gift is kept or used, its value will be deducted from the credit.
  • Identity Match: The Serial Number / Bar Code / IMEI of the returned product must match the records of the item originally shipped to you.

E. Rejection Consequences

If your return fails the QC based on the parameters above:

  • Rejection: The return will be marked as "Rejected".
  • No Credit: No Store Credit or Refund will be processed.
  • Reshipping: The item will be shipped back to you, and you may be liable for the shipping costs.
  • Final Decision: You agree that Entimessi’s decision regarding the QC results and the condition of the returned product is final and binding on you.

6. NON-RETURNABLE & NON-EXCHANGEABLE PRODUCTS

Entimessi shall not accept return, exchange, or refund requests for the following category of Products (Non-Returnable Products):

  • Sale & Promotional Items: Any item purchased in an order using a discount code, or items bought during a defined promotional event (e.g., a time-bound sale or special promotion announced by Entimessi).
  • Hygiene Categories: Hygiene Categories: Innerwear, Lingerie, Panties, Bras, Bodysuits, Shapewear, Socks, Swimwear, Sliders, Slippers, and Masks. Returns are strictly prohibited for these items due to hygiene standards.
  • Customized Items: ‘Made to Order’ or personalized products.
  • Used Items: Products that show signs of wear, washing, or deliberate damage.

Exceptions: You may return Non-Returnable Products only if there are proven manufacturing defects or if an incorrect product was shipped to you. However, you must report this issue within 2 days of delivery.

Mandatory Evidence: To validate such claims, you are strictly required to submit both an unedited unboxing video and clear product images. Failure to provide this mandatory supporting evidence will result in the rejection of your return request.

Product Representation & Color Disclaimer: Entimessi makes every effort to display product colors accurately. However, due to photographic lighting sources or differences in device screen settings (mobile/desktop), we cannot guarantee that the color you see on your screen will completely match the true color of the product. Slight color variations are not considered "defects" or "wrong products" and are not eligible for refunds.

7. BUNDLED PACKAGES

If a User has purchased Products which form a part of a package (e.g., "Buy 2 Get 1 Free" or "Combo Sets"), the User shall be required to return all the Products that form a part of the Bundled Package for Entimessi to process refunds. Partial returns of a bundle will result in the forfeiture of the refund or adjustments to the refund amount at our discretion.

8. LOGISTICS AND SELF-SHIPPING

  • Pickup: We facilitate return pickups through our reverse-logistics partners free of cost. You are strictly advised not to pay any money to the personnel collecting the return shipment, even if demanded. Any such incidence must be immediately brought to our notice. Please note that in case you make any unauthorized payment during the return pick-up, Entimessi shall not be held liable for such payments, nor will we reimburse the same.
  • Pickup Attempts: Our logistics partners will make a maximum of three (3) attempts to pick up the item. If the item is not handed over after 3 attempts, the Return Request will be auto-cancelled. You will then be required to self-ship the item to our warehouse at your own cost.
  • Self-Ship: In specific areas where we are unable to facilitate a return pick-up due to logistical constraints, you are required to self-ship the Product to the Entimessi warehouse.
  • Liability: For self-shipment, the User shall be fully responsible for any service deficiencies, including but not limited to loss in transit or damage to the Products. Refunds for self-shipped items will be processed only upon the physical receipt of the Product at our warehouse and a successful Quality Check (QC).

9. FAIR USE

If any User has excessive returns in their account, we may charge a standard convenience fee for future orders placed by such User. Entimessi reserves the right to disable User accounts if we determine that the User has wilfully violated the terms of this Policy including other policies of the Platform and has exceptionally high returns.

10. DISPUTES & CHARGEBACKS

  • Double Claims: If a user accepts Store Credit for a return and subsequently files a chargeback or dispute with their bank for the same transaction, Entimessi considers this a "Double Claim" and a violation of these Terms.
  • Consequences: In such cases, Entimessi reserves the right to:
    • Immediately suspend the User’s account and forfeit any existing Store Credit.
    • Contest the dispute using this Policy and proof of Store Credit issuance.
    • Seek recovery of the disputed amount plus legal fees under applicable Indian laws.

11. CUSTOMER SUPPORT

Any queries or concerns relating to the return, exchange, refund and cancellation may be directed by you to our customer support team who can be contacted at info@entimessi.com.

12. GOVERNING LAW, DISPUTE RESOLUTION & LIMITATION OF LIABILITY

  • Governing Law & Jurisdiction: This Policy and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of India.
    • Civil Disputes: Subject to the Arbitration Clause below, the courts located in Kolkata, West Bengal shall have exclusive jurisdiction over any legal proceedings arising out of or in relation to this Policy.
    • Waiver: To the fullest extent permitted by law, you hereby waive any objection to the venue of Kolkata based on the grounds of "forum non conveniens" (inconvenient forum).
  • Dispute Resolution (Arbitration): To ensure speedy and cost-effective resolution, any dispute, controversy, or claim arising out of your use of Entimessi.com shall first be attempted to be resolved amicably. If the dispute is not resolved within 30 days:
    • The dispute shall be referred to a Sole Arbitrator appointed by Entimessi.
    • The seat and venue of arbitration shall be Kolkata, India.
    • The arbitration proceedings shall be in English and governed by the Arbitration and Conciliation Act, 1996.
    • The arbitrator's award shall be final and binding on both parties.
  • Limitation of Liability: To the maximum extent permitted by applicable law, Entimessi (including its directors, employees, and agents) shall not be liable for:
    • Indirect Damages: Any special, incidental, indirect, punitive, or consequential damages whatsoever (including loss of profits, revenue, or data).
    • Third-Party Failures: Any loss or damage caused by the actions or omissions of third-party service providers, including Payment Gateways (transaction failures, banking glitches) and Logistics Partners (delivery delays, package loss).
    • Tech Issues: Errors, mistakes, or inaccuracies of content, or any interruption of transmission to/from our secure servers.
  • Product Disclaimer (Health & Safety)
    • Allergies: Entimessi products are manufactured using standard industry materials (cotton, rubber, EVA, etc.). We are not liable for any allergic reactions or skin sensitivities caused by the use of our products. Users are advised to check material composition if they have specific allergies.
    • Wear & Tear: We are not responsible for damages or injuries resulting from the normal wear and tear, misuse, or improper care of the products (e.g., slipping on wet surfaces while wearing clogs).
  • Force Majeure: Entimessi shall not be held liable for any delay or failure to perform its obligations if such failure is due to causes beyond its reasonable control, including but not limited to: Acts of God, natural disasters, war, civil unrest, government orders, internet/server failures, cyber-attacks, pandemic restrictions, or strikes by logistics partners.
  • Indemnification: You agree to indemnify and hold harmless Entimessi, its officers, directors, and employees from any claim or demand, including reasonable legal fees, made by any third party due to your breach of these Terms, your violation of any law, or your violation of the rights of a third party.