Refund-Cancellation Policy

Refund, Cancellation & Replacement Policy

Updated on: 25 September 2026

Discover Our Refund, Cancellation & Replacement Policy

At Elentra Designs by Nimi Heins, every product undergoes a quality check before packing and dispatch. To maintain product quality and ensure a smooth shopping experience, returns, refunds, cancellations, and replacements are subject to the terms below.

1. Return & Replacement Policy

At present, we do not accept general returns or exchanges.

A replacement may be considered only in the following genuine circumstances:

The product received is damaged or defective.
The customer receives a wrong product.
The customer receives a wrong size that is different from the size ordered.

If the issue is verified and accepted by our team, we may provide a replacement of the product.

Important Eligibility Requirements

To be eligible for a replacement:

The issue must be reported within 24 hours of receiving the parcel.
A complete 360° parcel-opening/unboxing video is mandatory.
The video must be unedited, uncut, and uninterrupted from the beginning of the parcel opening.
The video must clearly show the address/shipping label on the parcel.
The defect, damage, or incorrect product must be clearly visible in the video.
The video should be recorded in good lighting so that the issue can be properly evaluated.
The product must be retained in its original packaging.
Proof of purchase/order details may be required.

Claims submitted without the required unboxing video may not be accepted.

2. Quality Check

Every product is carefully checked by our team before packing and dispatch.

Therefore, no return, exchange, or replacement will be provided for reasons other than the eligible issues specifically mentioned in this policy.

Minor Manufacturing Issues

Minor manufacturing variations, such as loose threads or threads coming out, will not normally make a product eligible for return or replacement.

3. Colour Variation

Slight differences in product colour may occur due to:

Photography and lighting conditions
Camera settings
Different screens and monitors
Mobile/device display settings

Such minor colour variations shall not normally be considered a product defect.

4. Return Shipping

We currently do not provide a return-pickup facility.

If our team approves a return or replacement, the customer will be required to send the product to our designated address using a suitable courier service.

The customer must share the return tracking details with our Customer Care Team after dispatching the parcel.

5. Replacement Period

Eligible products may qualify for replacement within 7 days, subject to verification and approval.

Replacement is available only when the product is:

Delivered in a defective/damaged condition;
Different from the product ordered; or
A different size from the size originally ordered.

Except for these eligible situations, no return or replacement will be available.

6. Damaged, Defective or Wrong Product

Please inspect your order immediately upon delivery.

If you receive a product that is damaged, defective, or different from what you ordered, contact us immediately so our team can evaluate the issue.

If the complaint is verified as genuine and meets the requirements of this policy, our team will provide an appropriate resolution, which may include replacement or refund where applicable.

7. Refund Policy

Generally, we do not provide refunds once an order has been processed and the product has been successfully delivered.

However, refunds may be considered in exceptional circumstances, including:

A. Non-Delivery of a Prepaid Order

If an order has been prepaid and, due to an unforeseen circumstance, we are unable to deliver the order, the applicable amount may be refunded.

B. Major Defect or Damage

Although every product undergoes quality checking before dispatch, unexpected damage or major defects may occasionally occur.

Such issues must be reported to our Customer Care / Quality Support Team within 24 hours of delivery, together with the required evidence.

If the complaint is verified as genuine, we may provide a replacement or refund, depending on the circumstances.

C. Product Not as Described

If the received product is materially different from the product description provided on our website, the customer must report the issue to our Customer Care Team within the applicable complaint period and provide clear evidence demonstrating the difference.

If the claim is verified and approved, an appropriate resolution may be provided.

8. Refund Processing

If a refund is approved:

We will notify you after receiving and reviewing the returned product, where applicable.
Approved refunds will generally be processed within 5–7 business days to the original payment method, subject to the applicable payment provider/bank processing time.
The actual time taken for the amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.

9. Exchanges

We do not provide general product exchanges.

If a replacement is approved under this policy, the replacement will be processed according to product availability and our verification process.

10. Order Cancellation

Once an order has been placed and processed, order cancellation is generally not encouraged or permitted from the customer side.

For online payments, if a cancellation is exceptionally approved and a refund is applicable, the refund will generally be processed to the applicable bank/payment account within the stated processing period.

11. How to Contact Us for a Return or Replacement

Before sending any product back to us, you must contact our Customer Care Team and obtain approval.

Products sent back without prior approval may not be accepted or processed.

Customer Care

📞 Call / WhatsApp: +91 8281333300
📧 Email: elentradesigns@gmail.com

Customer Care Hours:
Monday – Sunday
09:30 AM – 07:00 PM

For any return, replacement, refund, or cancellation enquiry, please contact us as soon as possible with your Order Number, product details, and supporting evidence.

Important Notice

By placing an order with Elentra Designs by Nimi Heins, the customer acknowledges and agrees to the terms of this Refund, Cancellation & Replacement Policy.

This policy applies to eligible purchases made through our website and is subject to product availability, verification, and the specific circumstances of each complaint.

Thank you for shopping with Elentra Designs by Nimi Heins. We appreciate your trust and support.