Return & Refund Policy Page

1. What can be returned?

All Products listed on E-Nirmaan once delivered are non-returnable. Products in case found with manufacturing defects or the products expiry has been completed or in a damaged condition or product delivered by error or different from its description can be requested for return. Items that are eligible for returns, can be requested for return based on the terms mentioned in this policy. Read entire policy to understand the process of requesting the return and refund and the TAT (Turnaround time) of the refund. Natural products such as Sand, Metal or Stone once unloaded cannot be requested for return.

2. What is E-Nirmaan's Return/ Exchange policy?

E-Nirmaan offers no return or refund for any return, except for products which are found with manufacturing defects or the products expiry has been completed or in a damaged condition or product delivered by error or different from its description. In cases where returns are eligible, the policy allows the Buyer to raise the return/exchange request that can be made by placing the return request using the ‘Returns’ tab provided in the app, within 48 Hours of its delivery. It is important to share the pictures and remarks or reason for return at the time of submission for the request to be processed. All return request placed post 48 hours of the delivery shall be automatically be declined.

The Buyer can also reach out to E-Nirmaan via the phone number and email:

Phone Number : 9082410032

Email Id: info@enirmaan.net

In the email or telecall on the helpline, the Buyer shall have to provide Order No, Invoice No, Date of booking and Transaction Id. The Buyer shall also have to include the reason of requesting a return along with pictures and videos of the goods received, which may be done by sending an email to E-Nirmaan or as guided by the support executive.

Please make sure that products are returned with the order slip and tags.

Please note that any product which was delivered along with a free gift or in combo format must be returned in its entirety for the return to be considered complete.

In case of liquid damage, like in Cement, Sand etc E-Nirmaan shall not be liable for damage but shall redirect the Buyer to third party logistics used by E-Nirmaan for such delivery for any communication related to the claim or damages. 

3. What Should be submitted as a evidence while claiming for refund?

For return or refund, Buyer needs to follow the process as mentioned in point 2 of this document. The Buyer would need to provide details by attaching picture as evidence (video might be in some cases, E-Nirmaan suggest that the Buyer takes a video recording while unloading the delivered products or opening the delivered package). Dispute resolution representative of E-Nirmaan, shall verify the facts and present a resolution. You may attach a maximum of 4 files in the following formats: JPG, GIF, RAR, PDF, DOC, DOCX, and TXT. Each file must not exceed 5MB. If you wish to submit more than 4 files, please merge the files into a PDF, DOC or DOCX file formats and attached them simultaneously or zip or rar the files as one folder to upload via the app.

When photos cannot support your claim, please provide clear video footage to clarify the problems you are having with the delivered product(s). Such video file(s) should be uploaded on any cloud storage such as Google Drive or Dropbox or it can also be emailed to info@emse.in.

Please adhere to the strict requirements below when submitting evidence, to avoid any kind of discrepancies.

4. When can Buyer claim for refund?

4.1 Refunds are subject to approvals from E-Nirmaan.

The Buyer can only place a request for refund in cases where there is no replacement possible or no alternative option can provide remedy or if the order has not been dispatched in 3 working days in addition to the promised dispatched date. In cases where the order is not been dispatched as per terms mentioned, you can request a cancellation by sending an email request with subjectline “To be Dispatched”, along with the screenshot of the shipping status. According to the shipping status, you can select the reason as “In transit but E-Way bill not generated” or “Product yet to be dispatched”. Once the products are dispatched then no cancellation request shall be accepted by E-Nirmaan. All Returns and Refunds shall be subject to the returns policy mentioned in point 1 and 2 of this document.

A step by step guide is provided to understand each status once the order is placed:

4.1.1 Status:-To be Dispatched

If the item(s) shows as “To be Dispatched”, you can request a cancellation only if the E-Way bill is not generated by E-Nirmaan, once the E-Way bill is generated where in the status will turn to “In Transit”, no cancellation request shall be accepted. In case the cancellation is accepted, a charge of 2% shall be deducted and a credit note shall be issued for the balance amount or the amount shall be credited to the Buyers bank accounts as provided to E-Nirmaan at the time of registration. 

4.1.2 Status:- In Transit

Buyer cannot place a cancellation request once the order is dispatched by E-Nirmaan or any of its suppliers and the status on the App is updated to “In Transit”.

4.1.3 Status:-Buyer provided the wrong shipping address

E-Nirmaan shall have no liability if the address provided by the Buyer is wrong. Buyer can request to deliver the products to another address which may be considered by E-Nirmaan and payment of additional logistics or any such charges may be made applicable by E-Nirmaan. 

4.1.4 Status: Buyer refused to sign for an item

If an item arrives to the delivery address and the Buyer refuses to sign or acknowledge for the receipt of such delivery, then the consignment shall be shipped back to the Supplier warehouse and the Buyer shall be made liable to pay an additional of reverse logistics charge along with charges for redelivery of the consignment placed as the original order. The charges for storage of the consignment for the period of more than 3 days shall also be payable by the Buyer.

4.1.5 Status: Delayed Shipment or Delayed Delivery

The Buyer will have to raise a dispute with E-Nirmaan as mentioned in this policy. E-Nirmaan shall do its best to expedite the delivery. E-Nirmaan offers only transport services for the consignments via its direct teams or third party logistics providers and does not take liability of any losses that might may be a direct or indirect the result of any delay in the consignment.

4.1.6 Status: Different shipping method

If Buyer has choose a special delivery option and due to an error E-Nirmaan has shipped under a different shipping method, then E-Nirmaan will try its level best to expedite the delivery of shipment. The Buyer has the right to raise a dispute in regards to such errors and shall be resolved as per the terms laid by E-Nirmaan. In case of any refunds, the liablity of E-Nirmaan shall be limited to not more then the amount paid for that shipment.

4.1.7 Status: Order delivery rejected by the Buyer

In case where the Order is dispatched and cancelled or the delivery is rejected by the Buyer, E-Nirmaan should be informed of so within 24 hours of such action along with the reasons for cancellation or non-acceptance of the consignment. E-Nirmaan shall make reasonable efforts to remedy the claim, but no refunds shall be issued against such consignment in case E-Nirmaan in its sole discretion finds the reason unreasonable and difficult to accept. The monies paid by the Buyer shall stand forfeited. 

4.2 Invalid Tracking Number

If there is no tracking information on the E-Nirmaan app console or the shipping carriers website after 7 days of E-Nirmaan confirming the dispatch of the consignment, the Buyer can raise a dispute with E-Nirmaan, who shall ensure that the tracking details are shared with the Buyer. E-Nirmaan shall try its best to make available such details on its app or the logistic provider system or website but does not provide any such guarantee, as the control of such information or system is not with E-Nirmaan.

5.What should I pay attention to when returning the item?

5.1 Refund/replacement shall be issued only after physical investigation of the product(s) within 15 days of receipt of returned products at E-Nirmaan warehouse.

5.2 In order to ensure that E-Nirmaan receives the returned items intact and help us release the refund to you swiftly, please check the following points before shipment:

5.2.1 Please pack the items well to keep them in the original condition you received them, we would advise to pack based on the same standard as received when delivered by us.

5.2.2 Remember to include the Order No., Invoice No, Date of booking and Transaction Id. and name of the “Returned Goods or Item" on the reverse consignment.

6. What shall be the Refund policy in case of Quantity and/or sizing issues ?

6.1 Quantity Shortage

If an consignment received is of lesser quantity than described in order, Buyer must provide clear proof , such as by means of documents, photo or video, to E-Nirmaan, who will then review the consignment including but not limited to freight weight certification to determine whether the quantity is short then ordered. E-Nirmaan shall try to complete its commitment to fulfil the complete order or in cases where the quantity cannot be supplied, a refund will be issued as a credit note to Buyer’s accounts. The Burden of proof to establish that the quantity supplied were less then that ordered would be on the Buyer. The time frame to supply the short quantity shall be within 72 hours of the receipt of the intimation of the short supply from Buyer. While our process ensures achievement of most deliveries in the 72 hours’ time window, we depend on our Suppliers and Third Party Logistics Providers for such delivery service, there might be some consignments which may not be possible to deliver in the expected window due to various issues including but not limited to shortage of inventory with the Supplier or outage of deliveries in a particular geography. We are committed to put our best efforts to ensure that the delivery is completed in 72 but do not promise any such guarantee of time frame. 

6.2 Sizing/Measurements

If an order does not meet described sizing(eg. Bricks, tiles etc and/ or measurement (eg. Pipes, rods etc, Buyer must provide clear proof , such as by means of document, photo or video to E-Nirmaan who will then determine whether a return and refund is warranted: if there is a misunderstanding of sizing or measurements, unless there is an obvious difference between what buyer ordered and what was received, E-Nirmaan will review the item description and adhere to globally recognised measurement in making its determination. The sole decision power of the final word on this dispute shall rest with E-Nirmaan.

6.3 Colour, appearance , style discrepancies or Counterfeit Goods

E-Nirmaan has a strong policy of not dealing in any counterfeit goods and takes a zero tolerance approach towards such actions. But in case such event has occurred that the goods received are claimed to be counterfeit, in such events, E-Nirmaan shall order an investigation and the findings of such investigation shall be final and binding upon both the parties. 

If a received item differs from its listed photos with regards to colour, appearance or style, Buyer must provide clear proof, such as by means of a document, photo or video to E-Nirmaan, who will then determine if a return or refund is warranted. In some cases, E-Nirmaan might also order an investigation and the findings of such investigation shall be final and binding upon the parties.

7. What shall be minimum collective value of goods for investigation?

For return or refund in regards to all orders, Buyer needs to follow the process as mentioned in point 2 and provide evidence as provided in point 3 of this policy. Dispute resolution representative of E-Nirmaan, shall verify the facts and present a resolution.

All orders beyond an individual item value of INR Rs 25,000/- shall be eligible for investigation. All orders beyond total collective value of INR Rs 50,000/- or more shall be mandated for physical investigation, as per the sole discretion of E-Nirmaan. The decision for ordering an investigation or inspection shall be the sole decision of E-Nirmaan.

The respective departments will deal and investigate based on the nature of the claim like for eg product department for faulty product, logistics department for transit damage, etc

8. What shall be mode of refund in case of claim?

In case E-Nirmaan accepts and approves the claim for refund, E-Nirmaan refund the agreed amount to the Bank account as provided by the Buyer at the time of registration.

9. What can I do if I am still unsatisfied with the replacement item(s)?

If the replacement item(s) you’ve received are still not up to your satisfaction, or you do not receive the new items agreed, In this situation, please email and choose subject line as "About Disputes in replacement” along with the return or refund number. We shall ensure that the issue is resolved at the earliest.

10. Who shall be liable to pay premium in case of transport covered under insurance?

E-Nirmaan or its Supplier or its appointed Third party logistics provider shall be liable to pay premium in case of transport covered under insurance.

11. In case no response from customer care whom shall be contacted?

a. Name of Grievance officer – Sandeep Singh

b. Email ID of Grievance officer- Sandeep.singh@enirmaan.net

c. Subject of Email – Order number