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Cancellation and Refund


  1. The amount has to be prepaid online for all orders. No COD can be availed. 

  2. Customized Orders, Personalized Gifts & Cakes once ordered, cannot be cancelled.

  3. The cancellation of products (excluding personalized and customized products) can be initiated anytime before delivery. 

  4. Doing this shall ensure a refund of the amount paid. However, cancellation of an order which is anticipated to be delivered within the next 2 days, shall be charged at 5% of the total transaction amount. 

  5. The cancellation reason should be mailed to well in advance of the 48-hour cancellation window. Please let us know what went wrong with your order? - Defective Product, This is Not what I was expecting, I ordered a different product, etc. 

  6. The relevant Order details shall be traced from the Customer’s Cancellation Request and two options should be given to initiating Refund -

    1. Refund to my Original Payment Source

    2. Refund to eMoment Wallet

In the case of discounted products or products on exclusive sale with offers, there is no refund, only exchange, that too only in case of manufacturing defects.

Returns Policy

  1. A product can only be returned if - 

  • Item is defective

  • Item is damaged during transit

  • Product is missing

  • The wrong item is sent by Seller

  1. If in a case, the User buys the wrong item, then the Buyer shall not be authorized to any refund.

Replacement Policy

  1. A product can only be replaced if -

  • Product damaged during transit

  • The product has manufacturing defects

  • Product is missing

  • Wrong product is delivered


  1.  The refund process will be initiated once the cancellation request has been approved by eMoment’s team.

  2. Any amount charged for the product will be wired back to the customer’s account within 3-4 days.

  3. In some cases, the customer can be allowed to Reimbursement through coupons or cash.

  4. This amount will include a deduction of 5% in the form of cancellation fees. (Only if, the cancellation is made within 2 days prior to the date of delivery)

  5. Any queries regarding refund procedures will be entertained up to a 48-hour window, after which no further claims for discrepancies shall be entertained.

Roles & Responsibilities of Seller

  1. Before sending an order, the Seller needs to thoroughly check if the contents of the package are defective, free and safe. 

  2. The Seller needs to send the dimensions, image, and weight of the product to

  3. If the Seller sends a package with bricks or faulty items then the Seller will have to bear any charges that may befall the company in case of any court proceedings.

  4. Also, the Seller has to compensate the Buyer in the form of money or replacement of the mentioned product.

  5. If the maximum number of cases involving fraudulent activities against the Seller increases more than 10 per 1 lakh product deliveries, then the Seller will be delisted from the Admin’s platform (

  6. It is advised by the Admin of eMoment that Sellers shoot a small video of packing their product and keep it in their phone, in case any discrepancies arise during product delivery, they can show the video and claim their innocence.

Roles and Responsibilities of Customer

  1. If a Customer finds a broken or damaged or defective product in the package, or if the packaging itself is tampered with, they can register a complaint with within 48 hours.

  2. Customers are advised to create an unboxing video and keep it on their phones. They need to submit the video in case they receive a faulty product.

  3. eMoment Admin might ask for proof of the product being defective or faulty, in that case, the customer has to submit the video to be used for investigation purposes.

  4. For further proof, the Admin might ask the Customer to send the defective or damaged product. The Customer needs to comply with an allocated representative and send it emoment’s office address.

  5. If any proof is found that the customer has been involved in any kind of fraudulent activity on the Admin’s platform, then the punishment is a minimum of a permanent ban and a maximum of legal proceedings against the customer.

Roles and Responsibilities of Logistics Service

  1. Deliver packages with the utmost care to the Customers of

  2. Give special attention to fragile packages when delivering.

  3. In the case of products inside packages breaking in transit, the onus lies on the logistics service provider to compensate the Seller for the costs involved.