FAQs about Returns, Refunds and Replacements

What can i return?

Frequently asked questions about returns, refunds and replacements


You may request returns for most items you buy from sellers listed on Adezon that are within the return window, except those that are explicitly identified as not returnable on product detail page and/or Adezon Return Policy.

Items are returnable if you've received them in a condition that is physically damaged, has missing parts or accessories, defective or different from its description on the product detail page on Adezon.

how to return items?

Go to Your Orders to initiate a return.

What are the return guidelines?

Following are the return guidelines:

  1. Your address and the item that you wish to return must be eligible for return.
  2. If the return is not eligible for Pickup, a Self-Return option will be given.
  3. Once the return is received, you will in accordance with Adezon Refund Policy, be issued a refund to your original payment method.

For the Pay on Delivery orders, refunds will be processed either to your bank account or Adezon accounts (as Adezon Pay balance).

where can I view status of return?
When will I get my refund?

Following are the refund processing timelines after the item is received by Adezon.

Payment methodsRefund methods & Timelines
Cash on Delivery (COD)1. Refund Voucher (1-2 working Days)

2. Bank Deposit (4-5 working days)

Adezon VoucherRefund Voucher (1-2 working Days)
Adezon Pay BalanceAdezon Pay Account (Within 1 hour)
eSewa/Khalti WalletTo be credited to eSewa/Khalti wallet (3 working days)

For more details, please see Adezon Refund Policy

Can my order be replaced?

Only  'Fulfilled by Adezon' items can be replaced.

If the item you ordered arrived in a physically damaged or defective condition or is different from their description on the product detail page, or has missing parts or accessories, it will be eligible for a free replacement, provided the exact item is available with the same seller.

Policies

General Returns Policy
  1. Products are returnable within the applicable return window if you've received them in a condition that is physically damaged, has missing parts or accessories, defective of different from their description on the product detail page on Adezon.
  2. If you report an issue with your Smartphone, Tablet, Laptop, Television, Air Conditioner, Refrigerator, Washing Machine, Microwave, please reach out to their respective brand's customer service department. Their customer service team is well equipped and will help troubleshoot the device and resolve your issues. To know about the brand contact details, please visit here
  3. Returns will be processed only if : it is determined that the product was not damaged while in your possession; the product is not different from what was shipped to you; the product is returned in original condition (with brand's/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein).
  4. If you wish to return an electronic device that storeds any personal information, please ensure that you have removed all such information from the device prior to returning. Adezon shall not be liable in any manner for any misuse or usage of such information.
  5. Products may not be eligible for return in some cases, including cases of buyer's remorse such incorrect model or color of product ordered or incorrect product ordered.
  6. Products marked as 'non-returnable' on the product detail page cannot be returned.
  7. Additional information is not required to return an eligible order unless otherwise noted in the category specific policy.
  8. Products may be eligible for replacement only if the same seller has the exact same item in stock.
  9. If the replacement request is placed and the seller does not have the exact same product in stock, we will provide a refund.

Note: If you've received a non-returnable product in a damaged/defective condition, you can contact us within 14 days (AdezonMall items) and 7 days (Non-AdezonMall items) from the delivery of the product.

Groceries

 

CategoryReturn Policy
Grocery & GourmetNon Returnable

This item is non-returnable due to consumable nature of the product.

However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable.

We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.

 

Beauty, Health

 

CategoryReturn Policy
Beauty, Health & Personal careNon Returnable

This item is non-returnable due to hygiene and personal care nature of the product.

However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable.

We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement

Hair Removal & Electronic AppliancesAdezonMall Items - 14 Days Returnable

Non-AdezonMall Items - 7 days Returnable

 

Refund Timelines:

The refund time period for different modes of payments is provided below.

Payment methodsRefund methods & Time-frame
Cash on Delivery (COD)1. Refund Voucher (1-2 working Days)

2. Bank Deposit (4-5 working days)

Adezon VoucherRefund Voucher (1-2 working Days)
Adezon Pay BalanceAdezon Pay Account (Within 1 hour)
eSewa/Khalti Mobile WalletTo be credited to eSewa/Khalti wallet (3 working days)

If the standard time-frame (Bank Deposite, eSewa/Khalti Mobile Wallet) as mentioned in the above table has expired and you have still not received the refund, please contact your bank for more information. Refunds will not be processed in cash.

Refund for Pay on Delivery Orders

For Pay on Delivery orders, refunds will be processed either to your bank account (via Electronic funds Transfer) or Adezon account (Adezon Pay balance).

If you wish to receive the Pay on Delivery order's refund to your bank account, you have to provide bank account.

Note: Refunds cannot be processed to third-party accounts. The name on your Adezon account should match with the name of the bank account holder.

Shipping Cost Refunds

Delivery fees amount you were charged will be refunded.

Adezon Replacement Policy

Which items are eligible for a Free Replacement?

Fulfilled by Adezon items are eligible for free replacements. If an eligible item is out of stock from the same seller, it cannot be replaced. Only a refund against the returned item will be issued.

What are the conditions for Free Replacement?

Items within return windows and is stock (exact same item) with same seller are eligible for free replaements. the free replacement order will be shipped through standard shipping once the original order is returned. Free replacement can be requested if the following conditions apply:

  • Item received is physically damaged;
  • Item received has missing parts or accessories;
  • Item received is different from their description on the product detail page on Adezon;
  • Item received is defective/does not work properly.

Note:

  • A free replacement cannot be created for an item which was returned and replaced once earlier.
  • If your item is not eligible for free replacement due to any reason, you can always return it for a refund.
  • If the item has missing parts or accessories, you may try to contact the manufacturer for assistance. Manufacturer contact information can usually be found on the item packaging or in the paperwork included with the item.