This Returns & Refunds Policy applies to purchases made online through the Moment Shopping website and mobile application, operated by Moment Enterprise, Shivmandir, Panchayat Road, Siliguri, West Bengal – 734011 (GSTIN: 19AXKPD3611R2Z1). It forms part of our Terms & Conditions and is provided in accordance with the Consumer Protection (E-Commerce) Rules, 2020.
1. Return Window
You may request a return for an eligible online order within 7 days of delivery. To raise a request, open the Garage tab in the app, select the order, and submit a return request. Clear photographs of the product, its serial/IMEI, and the packaging are required to process the request.
2. In-Store Purchases
Products purchased at any of our physical stores cannot be returned through the app or website. For assistance with an in-store purchase, please visit the store where the purchase was made, with your original invoice.
3. Eligibility Conditions
To be eligible for a return, the product must:
- be unused and in the same condition in which you received it;
- include all original packaging, accessories, manuals, free items, and tags;
- be accompanied by the original invoice; and
- have its original seal intact, for sealed items.
Products with physical damage, liquid damage, signs of misuse, or a broken seal (for sealed items) are not eligible for return except where the product is defective or not as described.
4. Defective, Damaged or Wrong Items
If you receive a product that is defective, damaged in transit, or different from what you ordered, please notify us within 48 hours of delivery with photographs. In such cases, we will arrange a free reverse pickup and provide a replacement or a full refund, including any delivery charges paid. This does not affect your rights under the Consumer Protection Act, 2019 or any applicable manufacturer warranty.
5. Non-Returnable Items
For hygiene, safety, or technical reasons, certain items cannot be returned once delivered unless defective, including earphones and headphones once unsealed, applied screen protectors, and activated software, subscriptions, or services. Any such restriction is noted on the relevant product page.
6. Manufacturer Warranty
Many products carry a manufacturer's warranty. After the return window has passed, defects covered by warranty should be addressed through the manufacturer's authorised service centre, in accordance with the warranty terms supplied with the product. As an Apple Authorised Reseller, we will gladly guide you to the right service channel.
7. Refund Process & Timelines
Once your returned product is received and inspected, we will notify you whether your refund is approved. If approved:
- refunds to UPI, cards, or net banking are processed to your original payment method within 7–10 business days of approval (your bank may take additional time to reflect it);
- for Cash on Delivery orders, refunds are made to your bank account, or as Moment Coins, as you prefer;
- EMI orders are refunded as per the financing partner's process; any interest already charged by the bank is governed by their terms.
8. Return Shipping
For eligible returns of defective, damaged, or wrong items, we arrange a free reverse pickup. For returns due to a change of mind (where accepted), a reasonable pickup or shipping charge may apply and will be communicated to you before the return is confirmed.
9. Moment Coins on Returns
Any Moment Coins earned on a returned order will be reversed. Moment Coins used to pay for a returned order will be credited back to your wallet once the refund is approved.
10. Order Cancellation
You may cancel an order free of charge before it is dispatched, directly from your account or the app. If payment was made, the amount will be refunded to your original payment method. Once an order has been shipped, it follows the standard return process described above after delivery.
11. Grievance Redressal
If you are not satisfied with how your return or refund has been handled, you may contact our Grievance Officer:
Grievance Officer: Mr. Sanu Das
Moment Enterprise, Shivmandir, Panchayat Road, Siliguri, West Bengal – 734011
Phone: +91 77193 83500 · WhatsApp +91 77193 63493
We will acknowledge your complaint within 48 hours and endeavour to resolve it within one month of receipt.
