CANCELLATION AND RETURNS
We make every effort to fulfill all the orders placed. However, please note that there may be certain orders that we are unable to process and must cancel. The reasons include limitations on quantities available for purchase, inaccuracies or errors in product, pricing and stock information, or problems identified by our credit and fraud avoidance department.
Our Customer Service Team will communicate to you if all or any portion of your order is cancelled. If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account.
Cancellation by the Customer
Please contact our Customer Service in case you wish to cancel the Order. On receipt of the cancellation notice, we shall cancel the order and refund the entire amount (less any transaction charges or banking charges that might have been incurred by us) if the order has not been processed by us. We will not be able to cancel orders that have already been processed or shipped out by us. In some cases this can happen in an hour after you place the order.
We will refund the money in the same mode as the payment was made. If the payment was by Credit Card or Net-Banking, we will refund in your Credit Card or Net-Banking account. If the payment mode was Cash On Delivery (COD), we will refund the money in Cilory Wallet, which can be used for any purchases on cilory.com OR can be transfered to the Bank Account. User would need to add bank account details and then initiate transfer from wallet within 6 months of refund. You can access your wallet by clicking here.
Typically refunds take 3-5 Business days to get reflected in Bank Account. In some cases, credit card issuing banks may take longer to reflect the credit posted on the card.
Please feel free to mail us at firstname.lastname@example.org if you have any questions on our Cancellation Policy.
Shipping and COD Fees
Any shipping OR COD fees charged against the order will not be refunded back.
The entire process takes about 5-7 business days. Thank you for co-operation and patience.
We are committed to ensuring your satisfaction with any product you have ordered from us. If you are not satisfied with any product, we will accept returns within 15 days from the date of delivery as follows:
- In the unlikely event that any product you have ordered from us is not received in good condition, is damaged or defective, or if product delivered is different from what you had ordered, you may return the product unused alongwith its original invoice, and in the same condition as you received it, in its original packaging along with original tags, for a refund or an exchange, within 15 days from the date on which these goods are delivered.
- Please do not accept delivery of any item whose outer packaging is damaged or tampered with in any manner. Please contact customer care if you open the packaging and discover that the item is damaged.
- Products damaged while being used do not qualify for a refund or replacement.
- In case we are unable to replace the damaged / defective product, we will refund back the order amount to you.
- In case a product comes with manufacturer warranty, customer should contact the manufacturer directly and follow the return/replacement procedure as per the manufacturer policy.
- In case your location supports reverse pickup, we shall be arranging a reverse pickup of the products from your location free of cost. You just need to pack the products properly and hand over the packet with our address to the courier person who we will arrange to come to your doorsteps. Please retain the receipt/POD given by courier personal.
- Typical time of reverse pickup is 1-5 business days from the date of request, however in certain cases it may be longer. Customer shall get full refund amount entitled as per the policy if the request is raised within stipulated returns allowed time window and need not worry about reverse pickup delays.
- In case reverse pickup is not possible from your location, we will request you to send the products to us via courier on your own and we will refund the courier amount to the maximum of Rs 120 subject to submission of courier receipt via email. Ensuring that the product reaches un-damaged in our warehouse in this case is customer's responsibility hence we recommed using only reputed courier services and claim refund from them directly in case the package is lost by them.
- Refund shall be initiated once the products reaches back our warehouse and necessary checks are completed to clear the refund process.
- We strive to have the returns process as quick as possible however customer cannot claim any interest/penalty due to reverse pickup, transit or any other returns processing delays.
- We hold the right to deduct shipping charges of Rs 99 for every 0.5 kg of consignment weight in case customer is found to be returning too many orders to earn cash back discounts/credit card points OR found to be involved in any other fraudulent activity.
- We hold the right to cancel the order placed by the customer OR refuse the return request in case the customer has returned too many orders.
- In case of multiple products order, return request should be placed togther for all the products you want to return.
We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy and these accounts typically return most of the items bought or choose to not accept COD shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect shipping charge of Rs. 99 for all orders and disable cash on delivery option for accounts which have high percentage of returns.
NOTE: Products that have been tampered with, opened and/or used cannot be returned.
Due to hygience reasons, we won't be able to accept returns in the following categories
- Nightwear with Briefs(G-Strings)
- G-Strings & Thongs
- Men's Briefs
- Sexual Well-Being products
- Face creams, lotions, hair care products
- Healthcare Equipments
Mode of Return
To provide highest standards of customer service and enable a completely hassle-free experience, we pick up the returns through courier collection FREE of cost Or the customers can directly send the product back to us through a premium courier partner and we shall refund you the courier cost subject to maximum of Rs 120.
You may contact our Customer Care within 15 calendar days of having received the product and request a return/exchange, subject to the above mentioned terms and conditions. We will arrange for the products to be collected from the delivery address through courier FREE of cost and shall process the return/exchange subject to receipt of the products at our location in unused condition and in its original packaging along with the invoice, failing which return/exchange may not be possible.
At the time of collecting the products, you will be given a courier Airway Bill, which we request you to retain for future reference.
Please e-mail us at email@example.com if you have any questions on our returns policy.