For cart amount above 499/- INR
All purchases are shipped by reputed courier agencies from our warehouse in Indirapuram, Ghaziabad, Uttar Pradesh.
Delivery details are as follows:
All domestic orders are processed within one business day. The same is delivered within 3-7 business days. Remote areas or inaccessible locations may take longer, up to 10 or 12 business days.
Shipping costs and handling charges of products vary depending on their size, type, weight, etc. The same will be informed and paid by you while you are placing an order.
Note: Due to COVID-19, we cannot commit to delivery timelines. We request you to bear with us in case of flight delays. As per safety protocols, while we are currently accepting online orders and shipping within India, we reserve the right to put deliveries on hold in these challenging times, if so warranted.
We believe in accountability. Hence, we require signatures when you're accepting the delivery. In case you are not available, you can suggest another person take your delivery. However, Eclur takes no responsibility for delivery signed by another person. Some courier partners may request an OTP to complete delivery. It will be sent to the number entered while ordering. It will be required to enter for the completion of the delivery. Elcur is not responsible for damage after delivery. Any claim for shortages or damages should be reported to customer service within 24 hours of the delivery.
- We are not accepting cash on delivery orders
RETURNS AND REFUNDS
If you claim product damage during the delivery process, we will issue a product exchange. The returned product should be in a saleable and whole condition, in its original packaging, and can be verified to be damaged/faulty. Please allow one to three weeks from the day you return your package for your exchange request to be fully processed and closed. Kindly write to us within 24 hours of receiving the product that you would like to exchange or refund at [email protected] with the following etails:
- Invoice number
- Please specify if you are an Elcur Club Loyalty Member or not along with Card Number
- Details of your request or complaint
- Images or videos to support the complaint with batch details visible as below, without which we cannot process the request
- In case the product is not sealed, or there is leakage, or the product is broken, clear images or video of the non-sealed/ leaking/ broken products along with clear images or video of spillage (if any), mono-carton, and outer packaging images too. You are requested to send images to show that the seal has been tampered with in case you are making that claim.
- In case the product received is empty, or the quantity of the product is less, or the product is missing from the package, or a wrong product has been delivered; clear images or video of the empty/ faulty/ product with less volume/or product missing/or wrong product delivered along with clear images or video of spillage (if applicable), mono-carton and outer packaging images too are required.
- In case the internal packaging and the outer packaging received are very dirty- clear images or video of the complete open package along with a clear image or video of the mono-carton and outer packaging should be sent.
- Mono carton refers to the ELCARE box/packaging the individual product comes in, while outer packaging refers to the larger box the entire order is shipped in. Both these images are required to process claims.
Once all these details are received, it will take our team three working days to revert on the complaint/ query/ issue. In case an exchange is approved for your complaint, you will be notified of the same with an information number, and a reverse pick-up of the product will be arranged.
In the case of a product refund, you will have to wait for your request to be approved. When that happens, and we receive the product back, the refund will reflect in your account within 10-15 days. An email will be sent to you to confirm the status of the refund.
All products that need to be exchanged must be sent back to us packed in their original packaging. The same needs to be physically accompanied in the reverse pick-up by the original receipt and a document that states the following:
- Address of dispatch
- Name and Address of the customer
- Order number
- Contents of the package
You are also requested to email this document and share an image of the reverse pick-up consignment (inside and outside packaging) with our customer care executive with whom you have been in touch by email.
Once the product is received back by our warehouse, your exchange order will be processed within 24 hours. You will be informed of the new consignment tracking details.
Please note orders for Gift boxes are not applicable for exchange or refund here. ELCARE Online is not responsible for damage after delivery.
If you wish to cancel your order, you can do so by sending us an email at [email protected] within 6 hours of placing the order. You can also call our Customer Care on +91-1800-212-1324 (Timings: 10:30 am - 5 pm IST) within 6 hours of placing the order.
For orders that get cancelled after they get dispatched and are in transit, or rejected (in case of COD orders) Rs.150 will be charged as shipping costs. For pre-paid orders, the same will be deducted during the refund process, and in the case of COD- the order cannot be cancelled after dispatch. In case of a cancellation, once your request is approved the refund will reflect in your account within 10-15 days, and you will be notified about the same through email.
In case of cancellation of the order within the timeline, you will be charged 2.5% as payment gateway charges, and the balance will be refunded to the cardholder and credited through the same payment instrument in 7-10 working days or as per the Bank’s guidelines.