Returns & Refunds Policy

01 Return Eligibility

Return requests may be accepted for eligible products according to the return conditions displayed on the product page or at the time of purchase.

Depending on the product and applicable policy, eligible reasons may include:

• The product arrived damaged or defective.
• The product received is different from the item ordered.
• The product materially differs from its description or stated specifications.
• An item or component included in the order is missing.
• Another return reason covered by the applicable product policy or law.

Return requests should be submitted within the return window disclosed for the relevant product. If no specific window is displayed, please contact support promptly. We will assess the request under the applicable terms and legal requirements.

02 Products That May Not Be Returnable

Some products may be excluded from change-of-mind returns where the exclusion is lawful and was clearly disclosed before purchase. Examples may include:

• Personal-care or hygiene products where return is restricted for legitimate hygiene or safety reasons.
• Customised or personalised products, subject to applicable law.
• Perishable goods or products with a limited usable life.
• Products specifically identified as non-returnable in the listing, where legally permitted.

A non-returnable designation does not automatically remove rights relating to defective, damaged, incorrect, or misdescribed goods where a return, replacement, or refund is required by applicable law.

03 How to Request a Return

To request a return or report an order issue:

1. Sign in to your D-Mention Enterprise account, if applicable.
2. Locate the relevant order and product.
3. Contact customer support using your registered contact details.
4. Provide your order number, reason for the request, and supporting photos or information where relevant.
5. Wait for instructions about approval, collection, or return shipping before sending the product back.

Please keep the product, accessories, packaging, and proof of purchase available until your request has been reviewed. This helps us investigate and process your request efficiently.

04 Order Cancellation

If you wish to cancel an order, contact us as soon as possible. Cancellation may be available before the order is processed or dispatched, depending on the order status and applicable terms.

• If cancellation is accepted before dispatch, any collected payment will be handled under the applicable refund process.
• If the order has already been dispatched, you may need to follow the applicable delivery refusal or return procedure.
• Orders that cannot be fulfilled may be cancelled and refunded as required by the applicable terms and law.

Any cancellation charges, if applicable, must be disclosed and consistent with applicable law. We will not apply a cancellation charge in circumstances where doing so is prohibited.

05 Damaged, Defective, Missing, or Incorrect Items

If an item arrives damaged, defective, incomplete, or different from what you ordered, please contact support as soon as reasonably possible.

Include the following details where available:

• Order number and product name.
• A clear description of the issue.
• Photographs of the product and packaging, if relevant.
• Details of any missing parts or incorrect items received.

We may coordinate with the relevant seller or delivery provider to investigate the issue. Depending on the circumstances, the resolution may include a replacement, repair, return, or refund, as applicable.

Please retain the affected product and packaging until you receive instructions. We will not require evidence that is unreasonable or inconsistent with applicable law.

06 Refund Process

Once a cancellation or return has been approved and any required verification is complete, we will initiate the applicable refund.

• Refunds are generally made to the original payment method where supported.
• For eligible cash-on-delivery orders, we may request the information needed to arrange a lawful and secure refund.
• Any refund amount will be determined by the order details, applicable policy, and legal requirements.
• Shipping charges, promotional discounts, and other fees will be handled according to the disclosed terms and applicable law.

We will communicate if additional information is needed. Please do not share passwords, PINs, or full payment-card details with anyone claiming to process your refund.

07 Refund Timelines

After a refund is approved and initiated, the time taken for the funds to appear in your account depends on the payment provider, bank, and original payment method.

We will provide an update or reference number where available so you can follow up with the relevant payment provider if needed.

08 Return Shipping and Collection

Where a return is approved, we will communicate the applicable return method, collection arrangements, and packaging instructions.

• Use the return address or collection method provided by support.
• Include the relevant product and accessories as instructed.
• Keep any return tracking number or proof of handover.
• Return shipping charges will be determined by the disclosed policy and applicable law.

If the product is defective, damaged, incorrect, or otherwise qualifies for a remedy under applicable law, return costs will be handled in accordance with the relevant legal obligations and disclosed policy.

09 Return Requests That Cannot Be Approved

A request may not qualify for a change-of-mind return where it falls outside the disclosed return conditions and no legal remedy applies. We may need additional information to assess a claim.

If a request is declined, we will communicate the reason where appropriate and explain any available next steps. This section does not limit rights or remedies that applicable law requires us to provide.

10 Exceptions and Consumer Rights

D-Mention Enterprise aims to administer this policy in accordance with applicable Indian consumer protection and e-commerce requirements.

Nothing in this policy is intended to exclude or reduce a consumer's mandatory legal rights. Where applicable law requires a return, replacement, cancellation, or refund, those requirements will take precedence over any conflicting wording in this policy.

For the applicable legal framework, see the Department of Consumer Affairs' consumer protection resources .

11 Changes to This Policy

We may update this policy to reflect changes in our services, return arrangements, or legal requirements. The revised version will be published on this page with an updated date.

Changes will not remove rights or remedies that apply to an existing order under applicable law.