Refund policy
RETURNS, REFUNDS & REPLACEMENT POLICY
At ENRIA, we are committed to maintaining the quality, integrity and hygiene of our personal-care products. Because our products are intended for direct application to the hair and scalp, we follow a strict no-return and no-exchange policy for hygiene and product-integrity reasons.
By placing an order through enriabeauty.com, you acknowledge and agree to the terms below, subject to any rights and remedies that cannot legally be excluded or restricted under applicable law.
1. NO RETURNS OR EXCHANGES
ENRIA does not ordinarily accept returns or exchanges for:
• Change of mind
• Incorrect product selection
• Personal preference
• Dissatisfaction with the product
• Individual expectations or results
• Texture, appearance, fragrance or sensory preferences
• Products that have been opened, unsealed or used
• Products purchased in error
• Failure to achieve a desired or expected result
Due to the hygienic and personal-care nature of our products, products that have been delivered in accordance with the order are generally considered final sale.
2. DAMAGED, LEAKING OR INCORRECT PRODUCTS
If you receive:
• A product that is visibly damaged during transit;
• A product that is leaking or visibly compromised upon opening; or
• A product different from the product ordered,
you must contact us at care@enriabeauty.com within 48 hours of delivery.
Claims submitted after this period may not be considered, except where otherwise required by applicable law.
3. MANDATORY UNBOXING EVIDENCE
For a claim under Section 2 to be considered, ENRIA requires clear and continuous evidence of the unboxing process.
The customer must provide:
• A continuous, unedited and uncut video beginning with the package in its delivered/sealed condition;
• The shipping package and shipping label clearly visible;
• The complete opening and unpacking of the package; and
• The product(s) received clearly visible.
ENRIA may also request additional photographs, videos, order information or other evidence reasonably necessary to assess the claim.
Evidence that appears to be edited, manipulated, digitally altered, AI-generated, incomplete, staged or otherwise unreliable may be rejected.
Submission of evidence does not automatically establish eligibility for a replacement, refund, credit or other remedy.
ENRIA reserves the right, subject to applicable law, to determine whether submitted evidence sufficiently establishes a qualifying claim.
4. RESOLUTION OF APPROVED CLAIMS
If ENRIA determines that a claim qualifies under this policy, ENRIA may, depending on the circumstances and subject to applicable law:
• Provide a replacement product;
• Provide store credit; or
• Provide another appropriate remedy required by applicable law.
A monetary refund is not ENRIA's standard remedy for an approved claim.
For eligible prepaid orders, ENRIA may, at its discretion and subject to applicable law, issue store credit rather than a monetary refund.
Where store credit is issued, applicable shipping or other legally permissible charges may be deducted where appropriate.
5. STORE CREDIT
Where ENRIA approves store credit:
• Store credit is valid for 12 months from the date of issuance;
• It may be used only on enriabeauty.com;
• It is non-transferable;
• It cannot be exchanged for cash, except where required by applicable law;
• It may be used toward subsequent purchases;
• Partial use is permitted, with the remaining balance retaining its original expiry date;
• Store credit may be combined with promotional offers unless the applicable promotion states otherwise; and
• The ₹999 free-shipping threshold is calculated based on eligible merchandise value before store credit is applied.
Restoration of store credit following cancellation or other order-related circumstances is subject to ENRIA's discretion and applicable law.
If a customer closes or deletes their ENRIA account, unused store credit associated with that account may be forfeited, subject to applicable law.
ENRIA may invalidate store credit obtained through fraud, duplicate accounts, manipulation, false claims, misuse of promotions or other abusive conduct.
6. PRODUCTS THAT HAVE BEEN OPENED OR USED
Because of hygiene, safety and product-integrity considerations, opened, unsealed or used products are not ordinarily eligible for return, exchange, replacement or refund, except where a remedy is required under applicable law.
Customers should inspect the package and product promptly upon delivery and follow the applicable claim process described above where a qualifying issue is identified.
7. PRODUCT RESULTS AND PERSONAL PREFERENCES
ENRIA products are personal-care products and individual experiences may vary.
Differences in hair type, condition, routine, environment, styling practices and other individual circumstances may affect the experience and results obtained from a product.
Accordingly, dissatisfaction with results, personal preference, sensory characteristics or failure to achieve an individual's expected outcome does not ordinarily constitute grounds for return, replacement or refund.
8. DELIVERY AND NON-DELIVERY ISSUES
If your order is delayed, marked as delivered but has not been received, or otherwise encounters a delivery issue, please contact care@enriabeauty.com.
ENRIA will review the circumstances and, where appropriate, coordinate with the relevant logistics provider.
For customer-related delivery failures, including an incorrect or incomplete address, refusal of delivery, repeated unavailability or other circumstances attributable to the customer, ENRIA may treat the shipment as returned to origin (RTO).
Re-dispatch is not automatic and may be offered at ENRIA's discretion. Applicable shipping and return-to-origin charges may be required before re-dispatch.
9. CASH ON DELIVERY ORDERS
Where Cash on Delivery (COD) is available:
• COD is available for orders up to ₹2,000;
• Mandatory phone/OTP verification is required before dispatch;
• An order that does not complete the required verification may be cancelled and not dispatched;
• COD availability may be restricted based on product, location/PIN code, order characteristics, operational considerations or previous order history;
• Customers are expected to accept confirmed COD orders;
• Repeated COD refusals or RTOs may result in COD being restricted or disabled for future orders;
• ENRIA may require prepaid payment for subsequent orders from customers with repeated COD refusals or RTOs; and
• Re-dispatch of an RTO order is subject to ENRIA's discretion and may require applicable shipping/RTO charges to be paid in advance.
10. ORDER CANCELLATION
Customers may request cancellation by contacting care@enriabeauty.com before dispatch.
Cancellation requests are subject to the status of the order and cannot be guaranteed once order processing has commenced.
Once an order has been dispatched, it cannot ordinarily be cancelled through ENRIA, subject to applicable law.
11. ADDRESS CHANGES
Address-change requests must be submitted to care@enriabeauty.com before dispatch.
ENRIA may attempt to accommodate an address change where operationally possible, but cannot guarantee changes once processing has commenced.
Once an order has been dispatched, ENRIA cannot guarantee that the delivery address can be changed.
Customers are responsible for providing complete and accurate delivery information.
12. ORDER ERRORS AND AVAILABILITY
If ENRIA discovers that an order cannot be fulfilled due to inventory availability, technical error, pricing error, serviceability issue, suspected fraud or another legitimate operational reason, ENRIA may contact the customer and/or cancel the affected order.
Where an order is cancelled, ENRIA will provide the remedy required under applicable law and the circumstances of the transaction.
13. CUSTOMER RESPONSIBILITY
Customers are responsible for:
• Providing accurate contact and delivery information;
• Being available to receive deliveries;
• Inspecting the package promptly upon delivery;
• Following the applicable unboxing-evidence requirements for qualifying claims;
• Following product instructions and warnings provided on the actual product packaging; and
• Providing accurate information when submitting a claim.
14. NO WAIVER OF MANDATORY RIGHTS
Nothing in this policy is intended to exclude, restrict or override any consumer rights, statutory remedies or legal protections that cannot lawfully be excluded or restricted under applicable law.
Where applicable law requires ENRIA to provide a refund, replacement, repair, cancellation or other remedy, ENRIA will comply with such requirement.
15. CONTACT US
For questions relating to an order, delivery issue or qualifying product claim:
ENRIA
Operated by Herbae 13 Private Limited
B98/02, Suncity Vatsal Valley, Sec-02, Gwal Pahari, Gurugram – 122003, Haryana, India
Email: care@enriabeauty.com