REFUND AND RETURN FOR CUSTOMISED PRODUCTS
- What if the product is damaged or defective?
The product will be replaced with the damaged or defective product with no charges to you. Please ensure that you make an unboxing video so that the damages can be verified and the process can be made quicker.
- What is the return policy?
Hi :), we do know that sometimes you might be a bit unsure about your purchase but we don’t accept returns unless the product when reached to you is incorrect, defective, or damaged.
- What if I want a refund instead of the exchanged product?
As you know we customize the products according to you, we would only be able to customize it again if there was a fault from our side for the same. However, we will make sure that the process of exchanging the product will be smooth and worry-free.
- What if I wanted to cancel my product and claim a refund? We are sorry to hear that you would like to cancel your purchase. Cancellations are not possible because our products are customized and made especially for you, the process begins as soon as the order is placed.
- How would I send the details for the exchanged product? Will I have to bare the charges for the shipping? As soon as your product is delivered, please make an unboxing video for assurance. After that you can register a complaint with us regarding the problem and our team will contact you. In case damaged or defective goods are delivered, we reship your order and you don’t have to pay any other charges.
Shipping
Canyon offers free shipping on all orders above Rs.500. For total orders below Rs.500, Rs.100 is charged per order. We usually dispatch the order within one to two working days of receiving the order. You would also receive the tracking details by email.
Customers usually receive the products within 1 to 7 working days, once they are shipped. This delivery period may be longer for international locations or remote locations within India. If you have any questions about expected delivery period for the product you are interested in, please email us at contact@canyonmart.com
Returns
We offer a three day, replacement/ refund guarantee on all our products except “Final sale” and “Sample sale” products. Please email us (at contact@canyonmart.com) and we will have your order picked up and shipped back to us. Kindly note that the email needs to be sent to us within 3 days of the delivery date.
Product packaging: Kindly pack the product as originally received by you. You can stuff the bag with newspapers and wrap it with bubble wrap or newspaper to avoid damage during transit. Please note that in case the product is found to be used by you or damaged because of not packing the product properly, we will not be able to process the refund.
Refund amount: Refund will be initiated once the return order is received and checked by our team, usually within 24 -48 hours of receiving the return.
Refund account :
Prepaid order : The refund would be processed to the card/ bank account used for making the purchase in case of prepaid orders. It usually takes 2-7 working days for the amount to reflect in your account depending on the bank.
COD order : For COD orders, please share your bank account details by sending us an email to contact@canyonmart.com You will receive an email confirmation with the refund details.
Additional charges such as COD charges, shipping charges and gift wrapping charges will not be refunded.
On custom products, personalized products, bulk/corporate orders or products which are on final sale/ clearance we would not be able to provide any replacement unless a) an incorrect product has been shipped or b) the product arrives in a damaged condition. However, we would not be able to offer refund in any such case. To claim an exchange on such products, please get in touch with us as soon as you take delivery.
Freebies : In case you received a freebie with your product, the same needs to be returned in case you wish to return the order.
Special offers/ discounts : If you have received a special discount because of the products purchased or the total order value, the discount value would be adjusted in the refund at the time of return.
Final Sale/ Sample sale : These are products which are discounted and for which returns/replacements/exchanges are not allowed. The words “Final sale” or “Sample sale” would be clearly mentioned in the product name in such cases.
Single return : We will only be able to process one return request per order.
1) In case you have received a replacement, the same is not eligible for return/ replacement again.
2) In case you have ordered multiple products as a part of your order, please raise return request for all the products you wish to return at once. We will not be able to process multiple return requests for the same order.
Serviceable pin codes : We are currently unable to schedule pickups from all pin codes. Please click on the link here to view the pin codes where return pickup facility is not available. In such cases, you would need to courier the return through any reliable courier service or India speed post at your own cost. We need to receive the return shipment within 15 days from the date of delivery. All the other terms of this policy remain the same.
FRAUDULENT ORDERS AND REPEATED RETURNS
We reserve the right to cancel or hold your order if we are not satisfied with the details provided or suspect a high probability of return based on your search/order history or pincode. All COD orders need to be necessarily verified via an automatic IVR call. In case the call is not answered, you might receive a manual verification call.
Payments
We accept all major credit/debit cards, net banking for payments. The payment options available for your location will be shown upon checkout. For COD orders within India, an additional fee of Rs.100 is applicable.
Repairs
In case you find any manufacturing defect in the product received by you, please bring it to our notice within three (3) days of receiving the order. We will arrange for a pickup of the product and arrange for repair/replacement of the product. Please note that we will not be able to offer repair/ replacement for any product after the mentioned time period. In case you have a special service request, we would consider the same on case to case basis. For any special service request, the pickup and delivery charges would be incurred by you.
Custom orders/ Personalisation
We can customize or personalize products on special request only for Prepaid orders. Please refer the Returns Sub-section to know more about the return policy.