A4. Cancellation, Returns And Refunds Policy
Aligned with Consumer Protection (E-commerce) Rules, 2020
Effective Date: October 1, 2025 | Last Updated: October 1, 2025
A. Cancellation:
The customer can choose to cancel an order any time before it’s dispatched. The order cannot be canceled once it’s out for delivery. Should, the customer choose to reject the order at their doorstep, there shall be no refund whatsoever, given the nature of the item being handcrafted by artisans.
The time window for cancellation varies based on different categories and the order cannot be canceled once the specified time has passed.
In some cases, the customer may not be allowed to cancel the order for free, post the specified time and a cancellation fee will be charged. The details about the time window mentioned on the product page or order confirmation page will be considered final.
As per ONDC Handbook and Consumer Protection (E-commerce) Rules, ‘Etthnovistta’ will NOT impose any cancellation charges on customers unless ‘Etthnovistta’ itself bears similar charges when canceling an order. This ensures fairness and parity.
In case of any cancellation from the seller due to unforeseen circumstances, a full refund will be initiated for prepaid orders.
‘Etthnovistta’ reserves the right to accept the cancellation of any order. ‘Etthnovistta’ also reserves the right to waive off or modify the time window or cancellation fee from time to time.
We reserve the right to cancel your order, in whole or in part, for reasons including product unavailability, unforeseen circumstances beyond our control (force majeure), suspected fraudulent activity, violation of our Terms of Use, or logistical constraints. In all instances of cancellation (by us), you will not be charged for the canceled order. Any payments you have already made will be promptly refunded within 7-10 business days for any cancellations.
Our return, cancellation, and refund policies may be subject to additional reasonable terms and conditions. These will be communicated to you periodically through the Platform’s push notifications or other communication methods as outlined within these Terms or as determined by the Company.
B. Returns:
Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you.
All products listed under a particular category may not have the same returns policy.
For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item’s applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below.
The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.
Part 1 – Category, Return Window and Actions possible
- If a defect is determined within the Returns Window mentioned or within 10 days, a refund/replacement of the same product will be provided at no additional cost.
‘Etthnovistta’ ensures that in all cases of defective, deficient, spurious, or late-delivered products, customers are entitled to a full refund or replacement at no extra cost, as mandated by ONDC and E-commerce Rules. - If no defect is confirmed or the issue is not diagnosed within 10 days of delivery or Installation wherever applicable, there will be no refund for the delivered product.
In any case, only one replacement shall be provided.
Part 2 – Returns Pick-Up and Processing
In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address. During pick-up, your product will be checked for the following conditions:
| Checkpoint | Conditions |
| Correct Product | Article number/ bar code should match and MRP tag should be undetached and clearly visible. |
| Complete Product | All in-the-box accessories, freebies and combos (if any) should be present. |
| Unused Product | The product should be unused / unwashed / unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). |
| Undamaged Product | The product should be undamaged and without any scratches, smudges, dents, burns, tears or holes. |
| Undamaged Packaging | The product’s original packaging/ box should be undamaged. |
The field executive will refuse to accept the return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.
Part 3 – General Rules for a successful Return
- In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
- In cases where a product accessory is found missing/damaged/defective, the seller may either process a replacement via a similar product/accessory for an amount equivalent to the price of the initial product/accessory, at the seller’s discretion.
- During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund. Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, these category-specific replacement/return general conditions will be applicable.
‘Etthnovistta’ holds the right to restrict the number of returns created per order unit, post the evaluation of the product/order defect is undertaken by ‘Etthnovistta’s authorized representative.
