Return Replacement And Refund Policy
What are the conditions for Replacement Or Refund?
To be eligible for a free replacement, return, or refund of any item – the buyer must produce an authenticated unboxing video that can support the buyer’s claim. No replacement claim will be accepted without an unboxing video.
Free replacements or refunds can be requested if the following conditions apply:
- The item received is physically damaged; (you must prove this by a video of unpacking or unboxing)
- Item received has missing parts or accessories; (you must prove this by a video of unpacking or unboxing)
- The item received is different from its description on the product detail page on CaseMonkey.in;
- The item received is defective/or does not work properly. (you must prove this by a video of unpacking or unboxing)
In case the buyer is unable to produce the unboxing video, return, replacement or refund will not be processed.
Reasons for returns
The default return address is 7 Plumeria Drive, Punawale, Pune 411033 for all courier returns that were not delivered to the buyer and were marked as ‘Returning to Origin’. When we receive the returned shipment, it will be updated in your account and an update will be sent to you by email registered with us. Using a custom return address is not possible currently since not all the courier companies allow it.
Incorrect Address – If the address provided by you for delivery is found to be incorrect by the courier personnel, and if an address correction is requested, you will be charged ₹50 for correcting the address after the shipment status has been updated to shipped.
Delivery not claimed – If the product is not delivered due to the reason of non-availability of the recipient at the address provided to us for delivery and it eventually goes unclaimed upon subsequent attempts and is returned back to us, you will be liable for the cost of a re-delivery to yourself or your end customer. You will also be charged a reverse shipping fee which is equal to the forward shipping fee in such cases.
HOW DO I RETURN AN ITEM PURCHASED ON CaseMonkey?
CaseMonkey offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
Step 1: From the menu click on support, enter requisite details- Name, registered Phone no., registered Email address, Query Type, Issue Type (wherever asked), add Description (accordingly), and submit.
Step 2: The products will be picked up within 4-5 business days. A refund or replacement will be initiated, thereafter. Please note, refunds/replacement will be initiated only if the products are in appropriate* conditions.
For all communication against raised tickets, please check your registered email IDs.
Inappropriate product conditions:
- Product is damaged due to misuse
- Returned without proper safety packaging
- Product is used or altered
- If request is initiated after 7 days of order delivery
- Free product or promotional gifts (Freebies)
WHAT ALL CATEGORIES ARE NOT ELIGIBLE FOR RETURN/EXCHANGE?
Discounted or coupon availed Products, Customized Products. We do not exchange products if the customer has ordered a wrong item.
Return/exchange will not be applicable if the product is disliked by the customer, or if a wrong product was ordered.
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care Help Desk.
I HAVE RECEIVED A DAMAGED OR DEFECTIVE ITEM/WRONG PRODUCT IN MY ORDER, HOW SHOULD I PROCEED?
Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund. If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 2 days of receiving the order:
Step 1: Contact our Customer Support team via Help Desk within 2 business days of receiving the order. The window for this will open when our delivery partners mark the orders “delivered”. Delayed queries will not be encouraged on the account of the package being opened late.
Step 2: Share images and videos (JPEG only) with us along with your order details and your request to return/replace/refund the defective/wrong items in your order. Our team will assist you as per the policy in which your order was placed.
Step 3: We will pick up the products within 4-5 business days. If the returned products are received in appropriate aforementioned conditions, refund or replacement as requested will be initiated.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will suggest you to select a product from the same category for which options will be shared by our team.
CAN I RETURN PART OF MY ORDER?
Yes. A partial return can be created of the whole order depending on their individual return policies, thereby seeking replacement/ refund. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
Note: Additional charges may be applicable. CaseMonkey offers free returns/exchange only in case of damaged/defective products during shipment or transit or wrong items delivered.
HOW LONG WOULD IT TAKE ME TO RECEIVE THE REFUND OF THE RETURNED PRODUCT?
Please note, CaseMonkey initiates the refund after the returned item has reached us and the quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to a CaseMonkey warehouse. In case of any refund discrepancies, CaseMonkey may at its sole discretion, request you to share with us a screenshot of your bank statement.
After the refund has been initiated by CaseMonkey as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:
For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
In addition, we also provide the hassle-free option of refund through CaseMonkey coupons, which can be used during future purchases.
Note: COD charges are non-refundable.