ENEXT (“ENEXT”, “Company”, “we”, “us” or “our”) is committed to providing customers with quality products and a transparent and fair after-sales experience.

This Return, Refund & Replacement Policy (“Policy”) applies to products purchased through the official ENEXT website, mobile application, authorised direct sellers, or other authorised sales channels of ENEXT.

This Policy shall be read together with ENEXT’s Terms & Conditions, Privacy Policy, Shipping & Delivery Policy, Warranty Policy and other applicable policies.

This Policy is intended to operate in accordance with the Consumer Protection Act, 2019, the Consumer Protection (Direct Selling) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, as applicable, and other applicable laws and regulations in India.

Eligible products may be returned within the applicable return period specified below:

The exact return period applicable to a particular product shall be displayed on the relevant product page, order confirmation, invoice, or other pre-purchase communication, wherever applicable.

For the purpose of calculating the return period, the delivery date recorded by the Company’s logistics partner or delivery service provider shall generally be considered the date of delivery.

A product may be eligible for return where:

1. The product is received damaged, defective, broken or materially different from the product ordered;
2. The wrong product, wrong size, wrong colour, wrong model or wrong quantity has been delivered;
3. The product is otherwise eligible for return under the return terms displayed on the product page;
4. The return request is submitted within the applicable return period;
5. The product is returned in the condition required under this Policy.

For products returned for reasons other than defect, damage, wrong product or other issues attributable to ENEXT, the product should generally be:

• Unused and in resalable condition;
• In its original packaging;
• Accompanied by the original invoice/order details;
• Complete with accessories, manuals, tags, labels, warranty cards and other components supplied with the product; and
• Free from damage caused by misuse, improper handling or unauthorised modification.

Nothing in this Policy shall restrict or exclude any rights or remedies available to a consumer under applicable law.

If a customer receives a product that is damaged, defective, incomplete or different from the product ordered, the customer should notify ENEXT as soon as reasonably possible after delivery and, where possible, within 48 hours of delivery.

The customer may be required to provide:

• Order number;
• Invoice;
• Photographs of the product and packaging;
• Video of opening the package, where available;
• Description of the issue; and
• Any other information reasonably required to verify the claim.

The Company may arrange inspection, reverse pickup, replacement, repair or refund, depending upon the nature of the issue and the applicable product warranty/service terms.

Failure to report an issue within 48 hours shall not by itself eliminate any rights or remedies that cannot lawfully be excluded under applicable law.

Health & Wellness products and consumable products are eligible for a 7–10 day return period, subject to the following conditions:

Unopened, unused and properly sealed products may be returned within the applicable return period stated on the product page/order confirmation.

The product must remain in its original packaging and must not have expired.

For health, wellness, food, nutritional, personal-care or other consumable products, returns of opened or used products may generally not be accepted for reasons such as change of mind, preference or dissatisfaction unrelated to a defect.

However, where a product is defective, damaged, contaminated, expired, wrongly supplied or otherwise not in conformity with the order, the customer may contact ENEXT for appropriate resolution, subject to verification and applicable law.

If an expired, damaged or incorrect consumable product is delivered, ENEXT will investigate the complaint and, where the claim is established, provide an appropriate remedy such as replacement, refund or other legally applicable resolution.

Certain products may not be eligible for return due to their nature, hygiene requirements, safety considerations, perishability, customisation or other applicable legal/product restrictions.

Such exclusions, if applicable, shall be clearly disclosed on the relevant product page before purchase.

Examples may include:

• Products specifically customised or personalised for the customer;
• Products that cannot reasonably be resold due to hygiene or health considerations after opening;
• Opened consumable products, except where defective, damaged, expired, wrongly supplied or otherwise covered by applicable law;
• Products that have been used, damaged or altered by the customer;
• Products that have been damaged due to misuse, negligence or improper installation where installation was not performed by ENEXT or its authorised service provider; and
• Other products for which applicable law permits a specific return restriction.

These exclusions shall not apply where they would unlawfully restrict a consumer’s statutory rights.

For fitness equipment and electronic products, customers should inspect the product promptly after delivery.

Where a product is defective, damaged or materially different from the product ordered, the customer should raise a return/replacement request within the applicable return period.

Where the product is covered by a manufacturer’s or Company’s warranty, certain technical issues may be resolved through repair or authorised service rather than return or replacement.

The applicable warranty terms shall be communicated with the product or displayed on the relevant product page, wherever applicable.

Fashion and apparel products may generally be returned within 7–10 days from delivery, subject to the applicable product-page terms.

The product should:

• Be unused and unworn;
• Have all original tags and labels attached;
• Be in its original packaging;
• Not have stains, odours, alterations or other signs of use; and
• Be accompanied by the relevant order/invoice details.

Products returned after alteration, washing, wearing or other customer-caused damage may not be accepted, subject to applicable law.

Home & Living products may generally be returned within 7–10 days from delivery, provided the product satisfies the applicable return conditions.

Products damaged after delivery due to misuse, improper installation, negligence or unauthorised modification may not qualify for a return on that basis.

Where a product has a separate manufacturer warranty, the warranty terms shall also apply.

To request a return, replacement or refund, the customer should:

Alternatively, the customer may contact ENEXT Customer Support through the contact details displayed on the ENEXT website.

A return/ticket/reference number shall be provided where applicable so that the customer can track the request.

After receiving a return request, ENEXT may review the request and, where reasonably necessary, arrange inspection or reverse pickup.

The Company may verify:

• Order details;
• Delivery date;
• Product condition;
• Serial number or product identification;
• Packaging;
• Accessories;
• Reason for return; and
• Other relevant information.

The Company shall not unreasonably delay the processing of a valid return request.

Where ENEXT approves a return, the Company may arrange reverse pickup through its logistics partner.

The customer must make the product available for pickup in the condition specified in this Policy.

Where reverse pickup is not available in a particular location, ENEXT may provide alternative return instructions.

Any return shipping charges, where applicable, shall be disclosed to the customer before the return is processed, except where the return is due to a defect, damage, wrong product or other issue attributable to ENEXT, in which case ENEXT shall handle the matter in accordance with applicable law and the Company’s policy.

Where a refund is approved, the refund shall generally be processed after the returned product is received and/or the return is verified, as applicable.

Refunds shall ordinarily be made to the original payment method used for the transaction, subject to payment gateway/banking procedures and applicable law.

Where a refund to the original payment method is not reasonably possible, ENEXT may use an alternative lawful refund mechanism after obtaining the necessary customer information or consent.

The amount refundable may be subject to the applicable terms of the order, including any lawful deductions expressly disclosed to the customer before purchase.

No deduction shall be made in a manner prohibited by applicable consumer law.

After approval of a refund, ENEXT shall initiate the refund within the applicable processing period communicated to the customer.

The actual credit of the refunded amount may depend upon the customer’s bank, card issuer, payment gateway, UPI provider or other payment service provider.

Customers should retain their refund reference number until the amount is credited.

Where a replacement is approved, ENEXT may replace the product with the same product/model/variant, subject to availability.

If the same product is unavailable, ENEXT may, where appropriate and subject to customer consent and applicable law:

• Offer an alternative product;
• Offer a refund; or
• Provide another appropriate resolution.

Where exchange is offered for a particular product, the exchange terms shall be displayed on the relevant product page or communicated to the customer.

Exchange may be subject to:

• Product availability;
• Size/colour/model availability;
• Product condition;
• Applicable return period; and
• Other reasonable conditions disclosed before purchase.

A customer may request cancellation of an order before dispatch, subject to the order status and applicable terms.

Once an order has been dispatched, the customer may be required to follow the applicable return procedure after delivery.

If cancellation is accepted before dispatch, the amount paid shall be refunded in accordance with the applicable refund process.

Nothing in this clause shall restrict any cancellation or refund rights available to consumers under applicable law.

A return request may be rejected where, after reasonable verification, the product:

• Falls outside the applicable return period;
• Has been used, altered or damaged by the customer;
• Is missing essential components or accessories;
• Has been returned in a materially different condition from the condition in which it was delivered;
• Is excluded from change-of-mind returns under the applicable product terms; or
• Does not otherwise satisfy the disclosed return conditions.

Where a return is rejected, ENEXT shall communicate the reason for rejection to the customer.

A rejection under this Policy shall not prevent a consumer from exercising any statutory rights or remedies available under applicable law.

Some products may carry a manufacturer’s warranty or Company’s warranty.

Warranty claims may be handled through the authorised service centre, manufacturer or ENEXT, depending upon the applicable warranty terms.

Warranty coverage does not normally cover damage caused by:

• Misuse;
• Negligence;
• Accidental damage;
• Improper installation;
• Unauthorised repair or modification;
• Normal wear and tear; or
• Use contrary to the manufacturer’s instructions,

subject to the specific warranty terms and applicable law.

Where products are purchased by an authorised direct seller/participant for business participation or resale purposes, the applicable Direct Seller Agreement, Buy-Back/Repurchase Policy, Cooling-Off Policy and other contractual terms shall also apply.

The Company shall provide applicable contractual terms to direct sellers in accordance with applicable law.

Nothing in this Policy shall be interpreted as restricting any cooling-off, buy-back, repurchase, refund or other right that is required to be provided under applicable law.

ENEXT shall not use this Policy to exclude or restrict rights or remedies that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other applicable laws.

Where a mandatory legal requirement provides a consumer with a greater right or remedy than the terms stated in this Policy, the mandatory legal requirement shall prevail to the extent applicable.

Customers may raise complaints or grievances through the customer support/grievance mechanism provided on the ENEXT website.

The Company shall provide appropriate complaint/ticket tracking information where applicable.

Customers are requested to provide their order number, registered mobile number/email address and relevant supporting documents while submitting a complaint.

Customers are requested to:

• Check the product and packaging upon delivery;
• Preserve the original packaging and invoice until the product has been satisfactorily accepted;
• Follow the product’s instructions and warranty conditions;
• Provide accurate information while submitting a return/refund request; and
• Cooperate with reasonable verification requirements.

ENEXT reserves the right to investigate suspected fraudulent, duplicate, abusive or deliberately misleading return requests.

Where fraud or abuse is established, ENEXT may take appropriate action in accordance with applicable law.

This clause shall not be used to deny a genuine consumer claim.

ENEXT may update this Return, Refund & Replacement Policy from time to time to reflect changes in products, business practices or applicable laws.

The updated Policy shall be published on the ENEXT website with the applicable effective date.

For an order already placed, the return/refund terms applicable to that transaction shall ordinarily be those communicated to the customer at the time of purchase, subject to applicable law.

This Policy shall be governed by and interpreted in accordance with the laws applicable in India.

Nothing in this Policy shall prevent a consumer from approaching any competent consumer dispute redressal authority, court, statutory authority or other forum having jurisdiction under applicable law.

This Policy is intended to provide transparent and consumer-friendly return, refund and replacement procedures for products sold by ENEXT.

Where any provision of this Policy conflicts with a mandatory provision of applicable Indian law, the mandatory legal provision shall prevail to the extent of such conflict.

For assistance regarding a return, refund, replacement or complaint, please contact ENEXT Customer Support through the contact details provided on our website.