Reliance Brands Limited, having its registered address at 5th Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Maharashtra, Mumbai 400002, India (“Reliance”, “we”, “us” or “our”) is managing and operating www.westelm.in and its mobile application (collectively referred to as the “West Elm India Platform”) through which it inter alia facilitates the sale and purchase of furniture, bedding, bath, pillow, décor, kitchen, dining, lighting, rugs, art and mirror and other products (“Products”) to the users of the West Elm India Platform (“User” or “Users” or “you” or “your”).
We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the West Elm India Platform, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.
This cancellation, return and refund policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, return and refund thereof.
1.1 By agreeing to use the West Elm India Platform and/or initiating a request for purchase of Product(s) on the West Elm India Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the West Elm India Platform.
1.2 Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the West Elm India Platform. Every time you wish to use the West Elm India Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.
2.1. Cancellation of Products
(a) You can cancel orders for Products partially or fully prior to issuing and processing of the invoice in relation to such Products by us. Orders cannot be cancelled once the invoice has been processed and issued.
(b) In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order, by referencing the unique tracking identity number (which enables the User in tracking the status of delivery of the purchased Products) received by you from us and requesting us to process a cancellation by sending an email to [email protected]
(c) On receipt of the cancellation request prior to issuing and processing of the invoice we shall cancel the order and initiate the refund for the Products within 5 (five) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase which can be used for subsequent purchases. All refunds shall be subject to applicable policies and charges of the User’s bank/ financial institution.
2.2 Return of Products
(a) You may initiate the request for return of the Product if: (i) Product is damaged; (b) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) parts of the Product or accessory is missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the West Elm India Platform; You shall initiate such requests for a return within 48 (fourty-eight) hours from the date on which you receive the delivery of the Product (“Return Period”). We offer returns only on bedding textiles, rugs, pillows, throws and homescent. All other categories like furniture, lighting, mirrors, dinnerware and more are not eligible for returns
(b) You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.
(c) If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the West Elm India Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
(d) Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
(e) 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 Product category (For instance, personalised Products that are not suitable for return based on their nature), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. 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 a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
(f) You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:
(i) The Product has not been worn, cleaned or tampered with by you.
(ii) The price tag /bar code, brand tags, original packaging material, accompanying accessories is intact and not altered, damaged or discarded by you.
(iii) The Product is not altered, unless proven vendor defect.
(iv) Return 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.
(v) There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.
(vi) The Product(s) if bought as a set should be exchanged as the complete set.
(vii) Products returned should be in unused, undamaged, unwashed and in a saleable condition.
(viii) We are satisfied that the Product has not been rendered defective or unusable.
We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions. Also for furniture we offer to repair the products & if not repairable then initiate return
(g) Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the West Elm India Platform 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.
(h) You cannot return a Product purchased by you on the West Elm India Platform at our physical stores/ boutiques.
2.3 Refund
(a) At the time of raising a request for return or cancelling the Products on the West Elm India Platform, you may seek refund for the Non-Compliant Product. Such refund will be made to you only in the event the payment has been received by us for the Product.
(b) Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 7-10 (seven to ten) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by you . You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
(c) We do not make any cash refunds. The amount will be refunded to you within 7-10 (seven to ten) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you. Alternatively at your option, the said amount can be credited to your Wallet which can be used for your subsequent purchases on the West Elm India Platform.
(d) Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.
(e) We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.
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: [email protected]
