GENERAL FAQs & OTHER POLICIES

1. CANCELLATION, RETURN AND REFUND POLICY

1. APPLICABILITY OF POLICY

2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

2.1 Cancellation of Products

1. You may cancel orders partially or fully prior to the Products being packed and invoice generated.
2. After the Product has been handed over to the logistic partner, you may reject the shipment at the time of delivery.
3. Refunds will be initiated within 10 (ten) business days through the original payment method or credited to the What The Elf wallet.
4. Orders cannot be cancelled once packed and invoiced. Users may refuse delivery if required.

2.2 Return of Products

1. You may initiate a return request for damaged, defective, incorrect, or non-compliant Products including size, fit, colour, or quality issues.
2. Returned Products must be unused, unwashed, with original tags, packaging, and invoice intact.
3. Products must be returned in original condition with all accessories and packaging materials.
4. What The Elf reserves the right to verify the returned Product and accept or reject the return request.
5. Returns will be processed only if all policy conditions are met at the time of pickup.

2.2 Return of Products (Continued)

6. You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Products (defined below), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the What The Elf Return Period, (iv) ‘Made to Order’ Products on the Platforms. Any damage caused due to improper use, safekeeping, modification, alteration, or depreciation in value shall not be treated as a Non-Compliant Product. Any decision by us shall be final and binding.
7. In case of electronics, notwithstanding anything to the contrary, Users cannot return electronic Products marked as ‘non-returnable’ except in cases of damaged-in-transit Products, incorrect Products shipped, missing components, or empty sealed packages. Our decision after verification shall be final and binding.
8. For certain Products including accessories (watches) or precious materials, refunds shall be processed only after the Product reaches the warehouse and completes quality checks. Loss of certificates will attract a fee of INR 500.
9. What The Elf shall not accept return or refund requests for certain categories of Products (“Non-Returnable Products”) including:
   • Swimwear
   • Fragrances & Deodorants
   • Home Fragrances
   • Hair Care
   • Inner wear
   • Skin Care
   • Makeup
   • Beauty & Care
   • Mobile Accessories
   • Tech Accessories
   • Bath & Laundry
   • Decor & Gifting
   • Home Needs
   • Kitchen & Dining
   • Beauty Appliances
   • Some products in Night & Loungewear
   • Clothing Accessories such as Gloves, Masks, Handkerchiefs
   Users are advised to check the Product display page for applicable return policies.

Mandatory Conditions for Return

1. The Product has not been worn, washed, cleaned, or tampered with.
2. Price tags, barcodes, brand tags, original packaging, accessories, and protective materials are intact.
3. The serial number / IMEI / barcode matches What The Elf records.
4. All accessories including chargers, earphones, manuals are returned undamaged.
5. The Product is not altered unless proven vendor defect.
6. Electronics are sealed in the original poly jiffy bag.
7. Precious items or accessories returned are not fake, altered, or damaged.
8. Return is initiated from the same account and order.
9. Gifts provided with the Product are unused and returned in original condition.
10. No odour, stains, dents, scratches, tears, or damages are present.
11. Products purchased as a set are returned as a complete set.
12. Products are unused, unwashed, undamaged, and saleable.
13. Product has not been rendered defective due to User actions.
14. User has not breached any terms of this Policy.

We reserve the right to reject any return request if the above conditions are not met.

Refund & Processing

1. If a Product is returned without accessories, gifts, or in unsellable condition, What The Elf may refuse return, deny refund, or deduct the value of missing items from the refund.
2. Non-Returnable Products may be returned only in cases of verified defects, damaged-in-transit Products, incorrect shipments, missing components, or empty sealed packages, and must be reported within 5 days of delivery.
3. Partial returns are allowed except for Bundled Packages. Return process:
   • Login to My Account
   • Select order and click “Return/Exchange”
   • Email Product images and invoice
   • Select refund mode (Bank or What The Elf Wallet)
   • Pickup will be arranged as per timelines
   • Refund/replacement initiated post verification
   • Separate policies may apply on select days

Bundled Packages & Logistics

1. If a User has purchased Products forming part of a package or promotional offer (“Bundled Package”), the User must return all Products in the Bundled Package to process refunds. Partial returns are not permitted. If the Bundled Package includes Non-Returnable Products, the User shall return all other Products except the Non-Returnable Products.
2. Returns are facilitated through reverse-logistics partners. If pickup is unavailable in a User’s location, the User must self-ship the Product to the warehouse address provided. Courier receipts must be emailed to customercare.hoa@earthysouls.in. Returned Products are subject to quality checks. What The Elf is not responsible for delays, loss, or damage during self-shipment.
3. If a User claims self-shipment and the Product is not received or the package is empty, proof of delivery must be submitted. Refunds are processed only after receipt and quality verification. User bears all transit risks during self-shipment.
4. Excessive returns may attract a non-refundable convenience fee for future orders. Cash on Delivery may be disabled for such Users. What The Elf reserves the right to disable User accounts for policy violations or excessive returns.

2.3 Refunds

1. Refunds may be requested only if payment has been received by us for returned or cancelled Products.
2. Refunds for eligible Products shall be processed within 7–10 business days after receipt, verification, and assessment of the returned Products. No refund shall be issued for Products deemed ineligible.
3. Refunds shall be processed to the original payment mode or to the What The Elf Wallet, as applicable. Wallet refunds shall be credited only to the Wallet.
4. For Cash on Delivery orders, refunds will be processed to the Wallet or bank account provided. Where multiple payment methods are used, What The Elf may decide the refund method. Wallet refunds are non-transferable and non-withdrawable.
5. We do not provide cash refunds. Refunds are processed within 7–10 business days post approval. Delays due to banks or intermediaries are beyond our control.
6. Refunds exclude shipping charges and convenience fees unless the Product was defective or damaged and accepted by us after verification.
7. Refund status updates may be shared via account, registered email, or mobile number. What The Elf disclaims liability for delays due to technical reasons.
8. Refund requests may be rejected if Products fail quality checks. Returned Products may not be shipped back. Our decision shall be final and binding.

2.4 Exchange of Products

1. Exchanges are allowed for size or fit issues within the Exchange Period mentioned on the Product page.
2. Exchangeable Products must be unused, original, sellable, with invoice, tags, packaging, accessories, and manuals intact. Exchange requests are subject to verification.
3. Users must register exchange requests promptly. Verification may include image submission or inspection visits. Resolution shall be at What The Elf’s discretion.
4. Exchanges are subject to stock availability and quality checks. Products must be returned in original condition without damage during User possession.

5. You agree that we will not accept the exchange of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Product category, (iii) if you fail to request exchange/register a complaint within the Exchange Period, (iv) ‘Made to Order’ Products. Any damage caused by improper wearing, safekeeping, modification, third-party action or depreciation will not deem such Product as Exchangeable. Any decision by us shall be final and binding.
6. You can exchange the Product(s) provided the following conditions are satisfied:
   1. The Product has not been worn, washed, cleaned or tampered with.
   2. Price tag, bar code, brand tags and original packaging are intact.
   3. Serial number/IMEI/bar code matches What The Elf records.
   4. All accessories are returned in undamaged condition.
   5. Product is not altered unless proven vendor defect.
   6. Electronics are sealed in original poly jiffy bag.
   7. Precious materials are not fake, counterfeit or damaged.
   8. Exchange is from the same order and account.
   9. Gifts are returned unused and undamaged.
   10. No foul odour, stains, dents, scratches or damage.
   11. Sets must be exchanged as complete sets.
   12. Products are unused, undamaged and saleable.
   13. Product not rendered defective or unusable.
   14. User has not breached any Policy terms.

Exchange of purchased Products is facilitated through reverse-logistics partners. Upon receipt of exchange request, our partners may contact you for pickup.

CUSTOMER SUPPORT

Any queries relating to cancellation, return or refund may be directed to:
Email: customercare.hoa@earthysouls.in

ANNEXURE A

Category-wise details are provided below. Users are advised to check Product display pages for Product-specific return/exchange policies.

5. You agree that we will not accept the exchange of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Product category (for instance, personalised Products that are not suitable for return based on their nature), (iii) if you fail to request exchange/register a complaint in relation to Exchangeable Product within the Exchange Period (iv) ‘Made to Order’ Products. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product as Exchangeable Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding on you.
6. You can exchange the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:
   1. The Product has not been worn, washed, cleaned or tampered with by you.
   2. The price tag /bar code, brand tags, original packaging material, including brand boxes and protective coverage accompanying accessories is intact and not altered, damaged or discarded by you.
   3. The serial number/IMEI number/bar code of the Product, as applicable, must match What The Elf records.
   4. The accessories delivered with the are returned along with the Product, in an undamaged or unaltered condition.
   5. The Product is not altered, unless proven vendor defect.
   6. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by What The Elf.
   7. In case of precious materials or accessories (watches), if the returned Products are fake or counterfeit or damaged.
   8. Exchange is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records.
   9. The gifts accompanying the purchased Product must be returned, or upon being returned, show signs of being used, washed, damaged or defect.
   10. There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.
   11. The Product(s) if bought as a set should be exchanged as the complete set.
   12. Products returned for exchange should be in unused, undamaged, unwashed and in a saleable condition.
   13. We are satisfied that the Product has not been rendered defective or unusable.
   14. User has not breached any terms of this Policy.
   We reserve the right to reject the exchange request for a Product if it does not satisfy the aforementioned conditions.

1. Exchange of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for exchange of Product and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.

CUSTOMER SUPPORT

Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at:

Contact Details: customercare.hoa@earthysouls.in

ANNEXURE A

The category-wise details are set out below which shall apply, subject to the other terms and conditions set out in this Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted. Since the below table is an indicative list, we recommend that you also check the Products display page for Product specific return/ exchange information while placing order of Product on the Platform for exact policy applicable on the Product.