Refund policy

Cancellation Policy:

  1. Since all our products are Made-to-Order (MTO) which are customized and tailored to your needs, unfortunately no cancellations are allowed after placing the order. Complaints raised within 5 days post the delivery related to damage and defective products are eligible for repair/replacement.
  2. Please note that we will not be able to accept any doorstep cancellations due to narrow staircase/lift issues. We request that you double-check the dimensions of the staircase and lift before placing your order, as Encompass Design India Pvt Ltd (EDIPL) does not deliver the products with a pulley and rope set-up.

Return Policy: 

You may initiate the request for return of the Product if: (i) Product is damaged; (ii) 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; or (v) the Product ordered is different from what was ordered basis the Product description provided on the Encompass Website; You shall initiate such requests for a return within 5 (five) days from the date on which you receive the delivery of the Product (“Return Period”). Please note, in such cases, we will take return and replace the order and cancellation will not be allowed.

In case of a mattress, If the product has been delivered in damaged/defective/deformed condition, different (in shape, design, dimension, or colour) from the images shown on the website, we will return and replace the same. Mattresses are eligible for return only up to 5 days after the delivery. We request you to check the mattress during this time after delivery.

WARRANTY POLICY

Encompass Design India Pvt Ltd, having its registered address at First Floor, A-1-101, Virwani Industrial Estate, Gogtewadi Road, Goregaon East, Mumbai, Mumbai Suburban, Maharashtra, 400063 (“EDIPL”, “we”, “us” or “our”) is managing and operating the mobile application/website www.ediplshop.com (“Encompass Website”), through which it inter alia facilitates the sale of its products (“Products”) to the users of the website (“user” or “you” or “your”).

Upon your acceptance of terms and conditions as set out under this policy (“Warranty Policy”), we provide this warranty to you that the Products will be free from manufacturing defects and defects in design and workmanship (“Warranty”).

  1. Warranty Period: The Warranty provided under this Warranty Policy shall commence from the date of delivery of the Product to you and the Warranty for each product is for one year. The warranty is against the manufacturing defects only.

Eligibility: This Warranty is non-transferrable and to be eligible for this Warranty, you must present a valid invoice pertaining to the Product, as and when requested by us or our representative(s). Any modifications or alterations made to the products post purchase are not recommended and will void the entire Warranty.

  1. EDIPL Responsibilities: Subject to the conditions listed on the respective product details page and during the Warranty Period, EDIPL at its discretion would (a) repair the damaged Product, (b) replace the damaged Product with new Product or (c) refund to you the purchase price of the damaged Product, as per the following:

(a) In case of repairing any damaged Product under this Warranty, we will arrange for technician to repair the product at the original delivery location within a week from the date of raising a complaint. 

(b) Replacement of the damaged Product will also be delivered to the address where the damaged Product was originally shipped, once the damaged Product is returned to the EDIPL warehouse. However, at our discretion and upon your request, we may agree to ship the replaced Product at an address other than the original Product delivery address.

(d) In case the product requires installation / assembly assistance, you can call or email info@ediplshop.com. A technician will be arranged with 3-5 working days for completing the installation at site. In case the product is self-assembled or assembled by any other technician other than assigned by EDIPL, such Products will be excluded from the warranty terms.

Exclusions: This Warranty does not cover following type of damages; damages due to inadequate maintenance of the product, mishandling of the product by the customer, excessive loading; and negligence in usage. This Warranty will also not cover wear and tear due to regular usage of the product as well as any variations due to natural characteristics of the materials used. EDIPL’s decision shall be final with respect to nature of defect and applicability of warranty.

Disclaimer: Encompass shall not, under any circumstance, whether as a result of breach of contract or warranty, tort, or otherwise, be liable for any incidental, special or consequential damages, including loss of profits or revenues or any other costs or damages. This Warranty shall not in any manner extend to personal injury and/ or death caused by the user’s own negligence or omissions. To the maximum extent permitted by applicable laws, the remedies in this warranty are your sole and exclusive remedies and Encompass’s total liability, relating to or arising out of your purchase or use of Product or damage thereto, regardless of the type or cause of such damage or the characterization of the claim asserted (whether in contract or tort), shall not under any circumstances exceed the product’s purchase price as on the invoice. This warranty does not cover: (a) minor imperfections in the product that broadly meet design specifications, or imperfections that do not materially affect the Product’s functionality; and (b) claims arising out of the product’s dissimilarity with the images appearing on the website. You are required to satisfy yourself regarding the suitability of the product before making any purchase. Encompass does not make any representation or warranty as to the suitability of the product for any particular use. EDIPL is not liable to fulfil any responsibility in case of an invalid or wrongful warranty claim. Encompass makes no assurance, representation or warranty that the replaced product will be identical or similar to the product you purchased. Encompass reserves the right to be the sole judge as to whether the product is damaged and its decision in this regard shall be final. Encompass further reserves the right to charge the claimant for any reasonable and applicable costs and expenses (at prevailing rates) relating to or arising out of the repair or replacement of the product.

 Excluded from Warranty Terms:

  1. Damage resulting from accidents, mishandling, heat, and improper usage or wet mattress.
  2. Minor imperfections such as slight cosmetic flaws. Stains, tears, burns, and discolouration that occur over time and/or are caused by usage.
  3. Cosmetic damage like scratches or dents that don't affect the functionality of the product are usually not covered.
  4. Indentions, sagging or body indention less than 1 inch deep.
  5. Sagging due to improper bedstead (using of slats).
  6. Normal wear and tear due to regular use of an item.
  7. Unauthorized repairs done by anyone other than an authorized service provider.
  8. Damage from external factors - Issues caused by environmental factors like extreme temperatures, water damage, or damage due to dampness and moisture are not covered.
  9. Governing Law & Jurisdiction: This Warranty Policy shall be governed by laws of India and all claims arising from this Warranty Policy shall be subject to the exclusive jurisdiction of courts in Mumbai, Maharashtra.
  10. Amendment: Encompass reserves the right to modify or amend the terms and conditions herein due to change(s) in availability of services, products and/or spare parts or for the purposes of complying with applicable policies, rules, regulations and law, with or without notice.
  11. Contact Us: If you want to make a warranty claim during the warranty period, please email our customer support team on the details provided below, along with the invoice and product details. The team will assist you with the warranty claim process.

Contact Details: info@ediplshop.com

CANCELLATION, RETURN AND REFUND POLICY

Encompass Design India Pvt Ltd, having its registered address at First Floor, A-1-101, Virwani Industrial Estate, Gogtewadi Road, Goregaon East, Mumbai, Mumbai -Suburban, Maharashtra, 400063 (“Encompass”, “we”, “us” or “our”) is managing and operating the mobile application/website www.ediplshop.com (collectively referred to as the “Encompass Website”) through which it inter alia facilitates the sale of furniture and related products (“Products”) to the users of the Encompass Website (“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 Encompass Website, 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.

APPLICABILITY OF POLICY

1.1 By agreeing to use the Encompass Website and/or initiating a request for purchase of Product(s) on the Encompass website, 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 Encompass website.

1.2 Please note that we may from time to time change the terms of the policy that governs returns, refunds or cancellation of an order for products on the Encompass website. Every time you wish to use the Encompass website, please check the policy to ensure you understand the terms and conditions that apply at that time.

TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

2.1. Cancellation of Products

(a) You can cancel orders for products partially or fully within 2 (Two) days from the order placement, since all the products are made to order (MTO) and cannot be cancelled after the above specified period. 

(b) In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order within 2 (Two) days, 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 Encompass. 

(c) On receipt of the cancellation, we shall cancel the order and initiate the refund for the products within 10 (Ten) business days from the receipt of the cancellation request from you or pick up of the products, if applicable. The amount shall be refunded to you through the same mode of payment used by you for the purchase. All refunds shall be subject to applicable policies and charges of the user’s bank/financial institution.

(d) Once you place an order for a Made-to-order (MTO) product, we immediately initiate a specialized production process tailored to your requirements. Since these items are custom-made just for you, we regret to inform you that cancellations or modifications will not be possible after 2 (Two) days once the order has been placed. We understand that circumstances may change, and we want to assure you that our team is here to assist with any concerns you may have. Before placing your order, we recommend carefully reviewing the product specifications and double-checking your customization details to ensure accuracy. 

2.2 Return of Products

(a) In case during the time of delivery of the product it is identified that the product or its outer packaging box is damaged at the time of delivery, we would request you to not accept the product delivery from the courier service and notify EDIPL customer service team at info@ediplshop.com

(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; or (v) the product ordered is different from what was ordered basis the Product description on the Encompass Website; You shall initiate such requests for a return within 5 (Five) days from the date on which you receive the delivery of the Product (“Return Period”).

(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 Encompass website. 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 or defective 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.

(g) 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, along with the price tag intact including original packaging of the product, the brand outer packaging and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.

(h) 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 or made to order products that are not suitable for return based on their nature), (iii) if you fail to request return/register a complaint in relation to the product within the return period, (iv) 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 deem such product returnable 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:

  • The Product has not been used, cleaned or tampered with by you.
  • The price tag /bar code, brand tags, original packaging material, accompanying accessories is intact and not altered, damaged or discarded by you.
  • The Product is not altered, unless proven vendor defect.
  • 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.
  • There is no foul odor, perfume, stains, dents, scratches, tears or damage on the Product.
  • The Product(s) if bought as a set should be exchanged as the complete set.
  • Products returned should be in unused, undamaged, unwashed and in a saleable condition.
  • 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 conditions.

(g) Return of purchased products are facilitated through our reverse-logistics partners. On receipt of request for return of the product on the Encompass website 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) There can be a difference in fabric colour and wood finish between the images of the product listed on the Encompass website and the actual product which may be caused due to the difference in screen calibrations and resolutions across different displays. Products may not be eligible for return in such cases and some other cases, including cases of buyer's remorse such as incorrect model or colour of product ordered, or incorrect product ordered.

2.3 Refund

(a) At the time of raising a request for refund or cancelling the products on the Encompass Website, you may seek refund for the Product. Such refund will be made to you only in the event of you placing the cancelation request within 2 (two) days of the order placement. 

(b) Please be informed that when you opt to cancel the products, upon our verification and the documents relating thereto, the refund amount for such products which are eligible for cancelation as per the terms of this policy, will be processed within a period of 10 (Ten) business days. 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 10 (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.

(d) We reserve the right to reject a refund/cancelation request for a product, if it does not satisfy the conditions specified under this policy on our assessment pursuant to its return. 

Customer Support

Any queries or concerns relating to the return, refund and cancellation may be directed to our customer support team at info@ediplshop.com