Returns will not be accepted under the following conditions: -Product is damaged -Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged -Serial Number is tampered -Product is used or altered -If the request is raised after 72 hours of order delivery.
Please Note: The request will be accepted only if request is initiated within 5 days post order delivery. For questions related to a particular product, you can read the product's 'description' on the ‘36aus’ Website.
Returns for refund must be received back into the warehouse within 20 days from the date of purchase. When returning goods, please quote the - order number, your name, name of the product and the reason why you are returning the goods.
1. How do the users tell you that they want to return the goods in the first place?
The customers communicate to us on returns in by an email to infor.36aus@gmail.com
2. What if there's a delay in the post and it gets back to you after 20 days?
We issue a no quibble refund / replacement for products that are received back in our warehouse within 20 days. In case of shipments reaching us after 20 days due to unavoidable reasons like postal delays, we take it on a case-to-case basis to address the problem.
3. Do you refund users for the postage expense of returning the goods or not?
No. We do not refund users for the postage expense of returning the goods.
4. Replacement policy?
Replacement is subject to availability of stock with us. In case a replacement is not available, we will refund the amount for the same.
5. What are returns not possible?
Returns are not possible in the following cases: ○ Used products ○ Return request is made outside the specified time frame. ○ Products with tampered or missing serial numbers, including price tags & labels.
6. When are refunds provided?
Refunds are provided only in cases of damage in transit or cannot provide replacement due to no stock availability. In case of returns, a refund is issued once the products are received at our warehouse.
7. I have requested a replacement. When will I get it?
Replacement would be sent to customers when the products that need to be replaced are sent from the customers and they share the details of couriers with us. The replacement of parcels would reach the customers within 5-7 working days from the date of shipment.
8. Exchange policy?
Exchange of unused products that need communicated within 72 hours of receiving the product and reaches our warehouse within 20 days from the date of shipment of the original order. Shipment charges of the same need to be borne by the customer. Customers need to share the details of couriers of products that they intend to exchange with us. The replacement of parcels from us would reach the customers within 7-15 working days from the date of shipment.
9. I have received a damaged /defective /wrong product in my order, how should I proceed?
A rigorous quality check process is followed before the products are shipped. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 72 hours of receiving the order:
Step 1: Within 72 hours of receiving the order, follow one of the following steps: a. Contact our Customer Support team via email (info.36aus@gmail.com) b. Call our customer care on +918978919154.
Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference through an email.
Step 3: In case of a wrong product, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Note: Returns will not be accepted under the following conditions: - Product is damaged - Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged - Serial Number is tampered - Product is used or altered - If the request is raised after 72 hours of order delivery. If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.
10. How will I get refunded for the returned orders and how long will this process take?
For payments done through credit/debit cards or net banking or Wallet the refund will be processed to the same source of account from which the payment was made within 48 business hours post receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
Shipping policy
Standard Shipping
Order Processing 1-2 working days Shipping Time 2-5 working days Overall Delivery Time* 2-7 working days
Note:
○ Orders placed after Fridays 10:00 AM will be processed for shipment only on the following Mondays.
○ The delivery time estimates may vary slightly from Country to Country.
ORDER STATUS
How can I change address or phone number in Order?
If you wish to change address or phone, you can connect us on info.36aus@gmail.com/call us on +91 8978919154. If your order is not shipped, our team shall make the necessary changes. You cannot change the address once the order is shipped.
How do I check the current status of my order?
You can review the status of your orders by visiting the "Order History" tab in your "My Account" page and you can instantly see the status of a specific order and all your past orders. Once the order is shipped, the order will have a 'shipped' status. You can track in detail through the tracking details shared on your registered phone number.
Why is my order not showing?
You can track all your orders from the 'Order History' option under 'My Account'. If your most recent order is not showing after successful payment, please do not worry and contact us on info.36aus@gmail.com /call us on +918978919154.
What do I do in cases of failed delivery?
In case of any concern with delivery of your order, you can contact us on info.36aus@gmail.com /call us on +918978919154.
How does the delivery process work?
Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition. Once they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner. Our delivery partners then bring the package to you at the earliest. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.
What is the estimated delivery time?
We dispatch most orders within 2-5 business days (i.e. excluding Sundays and public holidays). If you are ordering our products from a Mega Sale event, dispatches may be a bit delayed due to increased volumes. We will target to dispatch all orders within 5 days of the order date.
What about Warranty and Benefit claims of the Products?
The product warranty and benefits claimed for the product as per the manufacturer / brand remain fully valid
How can I make a 36aus account?
Just click on the "Account" icon on the top-right hand corner of the page and click "create an account". Fill in your Name, Email ID & Address. And, it's done!
What if I have forgotten my account password?
When signing in you can click on the forgotten password link below the sign up area. You will be redirected to a new page where you will be instructed to fill in your registered email address. You will receive an email with a link to reset password.
GENERAL
How do I pay for a 36aus purchase?
36aus offers you multiple ways to pay securely. These include: - Debit and Credit Cards - Net banking - Wallets - UPI
How safe is it to use your debit/credit card or make an online payment on 36aus ?
We use the 3D Secure payment gateway for card payments and the RAZORPAY payment gateway for net banking. These are industry-standard secure payment methods so that we can ensure that all your online transactions at 36aus are processed in an extremely secure environment.
