Refund policy

Return & Refund Policy

Last Updated: 23 Nov 2025

At Equinox India, we follow a strict but fair return and replacement policy to ensure product authenticity, safety, and hygiene while protecting our customers and brand integrity.

This policy applies to all purchases made through equinoxindia.net.

1. Replacement Eligibility (7-Day Window)

We offer 7-Day Free Replacement ONLY if the product received is:

✔ Damaged on arrival
✔ Defective / not functioning properly
✔ Incorrect item received
✔ Missing parts/accessories

⛔ No returns for change of mind, dislike, or compatibility issues.
⛔ Used or unhygienic items cannot be accepted.

The 7-day period begins from the delivery timestamp provided by the courier partner.

2. Mandatory Unboxing Video (Strict Requirement)

To process any replacement request, customers must provide an UNEDITED, continuous unboxing video showing:

  1. Sealed package before opening

  2. Shipping label (AWB/Tracking ID) clearly visible

  3. Entire unboxing process in a single uninterrupted recording

  4. Clear proof of issue (damage/defect/wrong item)

NO VIDEO = NO REPLACEMENT.
This rule is followed by major D2C brands to prevent fraud and ensure fair resolution.

3. Condition of Returned Items

Approved return items must meet the following conditions:

✔ Unused & unwashed
✔ Clean, hygienic, and in original condition
✔ All box contents included (accessories, manuals, charger, attachments, etc.)
✔ Original packaging, tags, stickers intact
✔ No scratches, dents, stains, odors, or tampering

If the item fails inspection, the replacement will be denied and returned to the customer.

4. Replacement Process

Step 1 — Submit Request

Email: equinoxindia.info@gmail.com
Include:
• Order ID
• Unboxing video link
• Description of issue
• Photos (optional)

Step 2 — Verification

Our support team verifies within 24–48 hours.

Step 3 — Approval & RMA

If approved, an RMA (Return Authorization) number is issued.

Step 4 — Pickup / Customer Return

We attempt reverse pickup where possible.
If pickup is unavailable in your area, you may need to ship the item back.

Step 5 — Replacement Shipped

A new unit is shipped once the returned item passes inspection.

5. Refund Policy

Refunds are processed ONLY if:

✔ Replacement stock is unavailable
✔ Replacement cannot be fulfilled
✔ Order is cancelled before dispatch

Refunds are issued to the original payment method within 7–10 business days.

Applicable Deductions (Industry Standard):

• 15% Restocking Fee (for non-Equinox error cases)
• Outbound Shipping Fee (if you received free shipping)

6. Non-Returnable / Final-Sale Items

• Items bought on sale, discount, or during promotions
• Personal care & hygiene products (after opening)
• Products showing signs of usage
• Items without unboxing video
• Damaged due to customer mishandling

7. Fraud Prevention & Legal Compliance

Equinox India reserves the right to reject:

• Edited/tampered videos
• False claims
• Claims raised without proper evidence
• Claims outside the 7-day window

We may share evidence with courier partners, payment gateways, and authorities in case of policy abuse.

8. Support Contact

📩 Email: equinoxindia.info@gmail.com
📞 Phone: +91 7982167491 (Mon–Sat, 10 AM to 8 PM)