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Effective date: 01/04/2025
At Elganza we sell women’s fashion and beauty products sourced from suppliers in India, USA and China. We want you to be happy with your purchase. This policy explains when returns, exchanges and refunds are available and how to request them.
Unless stated otherwise on the product page, we do not accept returns or refunds for change-of-mind purchases (for example if you change your mind about size, colour, or fit). Exchanges for a different size/model may be possible subject to availability and shipping charges (see Section 4).
If you receive an item that is damaged, defective, incorrect, or materially different from the product description, we will repair, replace, or refund the item, at our discretion, subject to the following:
Time to report: Notify us within 48 hours of delivery for visible damage/incorrect item or within 7 days if the defect is not immediately apparent.
Evidence required: Please send clear photos/videos of the product, packaging, and order ID to our support email.
Lost in transit: If an item is confirmed lost by the carrier and not delivered within 45 business days, we will investigate and refund or replace if liability is established.
We offer exchanges where stock permits. Conditions:
Exchange requests for non-defective items must be raised within 7 days of delivery.
Item must be unused, unworn, unwashed, with original tags and packaging.
Customer pays return/exchange shipping unless the exchange is due to our error or defect (in which case we will provide a prepaid return label).
Exchanges are subject to stock availability and quality inspection.
Refunds for approved returns will be processed to the original payment method within 7–10 business days after we receive and inspect the returned item. It may take additional time for banks to post the refund.
When we refund, we may deduct actual costs reasonably incurred by Elganza such as international shipping actually paid, customs duties/taxes, and transaction processing fees — we will itemise these amounts in the refund communication. If the item was received damaged or incorrect and we are at fault, we will not deduct these costs.
If you received free shipping, the actual cost paid by Elganza may be deducted (only when the return is for change-of-mind). For defects/incorrect items we will absorb shipping/customs costs.
The following are not eligible for return or exchange for change-of-mind:
Personal hygiene items (opened cosmetics, basic undergarments) unless defective on arrival.
Customised or made-to-order items (unless faulty).
Items showing signs of usage, washing, or alteration.
Note: A sale or discounted item is still eligible for a refund or replacement if it is defective or not as described.
Email our support team at support@elganza.com or use Contact – Elganza within the times above.
Provide your Order ID, photos/videos, and a description of the problem.
We will acknowledge your complaint within 48 hours and provide a ticket number. We aim to resolve all complaints within 30 days.
In compliance with the Consumer Protection (E-commerce) Rules, we have appointed a grievance officer:
Name: Akash Jangra
Email: support@elganza.com
Phone: +91-9588743513
We will acknowledge all complaints within 48 hours and endeavour to resolve them within one month. (If you are outside India, contact the same email and we’ll assist.)
If you are not satisfied after contacting us, you may escalate the matter to the appropriate consumer forum / regulator in your country. We will cooperate with investigations and provide required information.
We may update this policy from time to time. The latest version is posted on our website with the effective date.
