Effective and last updated: 17 October 2026
Report a problem within four days
For an item received defective, damaged, incorrect or incomplete, contact emart7715@gmail.com or +91 9185000710 within four calendar days of delivery. Include the order/purchase reference, product name, issue and available photographs or video.
This is our standard reporting window. It does not extinguish remedies available under consumer law, including for a defect discovered later, misdescribed goods or other legally protected circumstances.
Unboxing evidence
Where possible, record a continuous unboxing video showing the sealed parcel, opening, product and issue. It helps establish the condition on arrival.
A missing unboxing video is not by itself a reason to reject a genuine defective-item claim. Share purchase details, photographs and an explanation so we can assess other evidence. Please share only information necessary to explain the issue.
Assessment and return shipping
Keep the product, included accessories, purchase record and packaging where reasonably available while we assess the request. Reasonable inspection needed to discover a defect does not itself invalidate a claim. We explain the assessment outcome and the available remedy.
Contact us before returning an item. We confirm an authorised return address and suitable pickup or shipping instructions for your claim. Our business contact address is not automatically a returns address.
For confirmed defective, damaged, incorrect or incomplete deliveries, E-MART covers reasonable return-shipping costs and the delivery cost of an agreed replacement. Obtain our instructions before booking return shipping so the appropriate service and cost can be agreed. This does not limit legally required reimbursement.
Refunds and replacements
For an accepted claim, we provide the applicable refund or an agreed replacement in accordance with your rights and available stock. We do not force store credit instead of a refund to which you are entitled.
We initiate an approved refund to the original payment method within seven working days after refund approval. Where return inspection is reasonably needed, we explain that step before approval. Working days exclude Sundays and public holidays. We notify you when the refund is initiated and provide the available transaction reference.
Bank or payment-provider crediting time can be additional and depends on the payment method; we do not guarantee an unverified bank timeline. Contact us with your reference if an initiated refund has not arrived.
For an order fully cancelled by E-MART or an accepted return of the whole order because of a confirmed product problem, we refund the amount paid for that order, including its original delivery charge. For a partial return, the applicable item amount and attributable charges are explained before the refund is agreed.
Cancellations
Unpaid order requests can be cancelled before acceptance. To cancel an accepted purchase, contact official support promptly with the order reference. We accept cancellation before dispatch without a cancellation charge and refund any payment received.
If dispatch has already occurred, contact us so we can confirm the available options and any lawful, previously agreed delivery arrangements. Defective-item claims and statutory rights remain protected. If E-MART cannot fulfil an accepted order, we notify you and refund the accepted payment.
Other returns, failed payments and support
A general change-of-mind or non-defective exchange programme is not offered unless expressly agreed in writing for the purchase. No additional warranty or category-specific exclusion is implied. This does not restrict mandatory rights.
For a duplicate debit, failed payment or uncertain payment status, contact us with the transaction reference. We verify the provider record before asking you to pay again or confirming a refund. Test payments do not move real money and cannot create a real-money refund.
Contact Shaik Subhan, Owner & Grievance Officer, at emart7715@gmail.com or +91 9185000710. Include your order or purchase reference and a description of the issue. We acknowledge consumer complaints within 48 hours and aim to resolve them within one month of receipt. We provide a complaint reference and a copy of the complaint as recorded; use that reference when following up.