Faq’s

ORDERS, SHIPPING AND DELIVERY

Why have I not received my product yet?

Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an e-mail informing you about the delay along with the new expected delivery date.

Visit the My Orders page in your My account and click on TRACK ORDER to get real time status of your order

How do I track the status of my order(s)?

Visit the My Orders page in your My account and click on TRACK ORDER to get real time status of your order

What is the difference between shipping and delivery?

Shipping refers to packing and dispatching of your order. You will find a shipping timeline on the products displayed on our site (E.g. Dispatched within 5 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery may take 1-3 days depending on the address specified for the order.

Do I have to pay any shipping or delivery charges?

Shipping/Delivery charges are particular to a product and are visible on the product page. For many products on HOME9INE, delivery charges are free as well.

What should I do if I find my package opened or tampered with upon delivery?

Please don’t accept an open or tampered package. Report this concern by contacting us through phone or mail within the 3 days period. We will look at it immediately and get back to you.

Which courier company do you use for delivery?

We have tied up with a number of reputed courier partners. The courier service provider for your order is selected based on your location.

I want to ship something abroad. Can I do that?

We don’t deliver products internationally right now. However, you can place orders to India from anywhere in the world.

CANCELLATIONS AND RETURNS

When will I get my refund?

Your refund may take 5-7 working days and will reflect in your bank account or credit card depending on how you paid for the purchase

How do I return or replace a product?

Just contact us and place a request for return or replace, and we will take care of the rest.

You can return a product to HOME9INE if:

Within 7 days of receipt of your order

Faulty/defective product

Physically damaged product

Unhappy with the product quality

The product is different from description on the website

Size/Fit issue

We’ll arrange for pickup of your package within 4 working days of receipt of your request through one of our courier partners.

How do I cancel my order?

You can cancel your order any time before the shipping of your product. Just contact us for support. We will cancel it and initiate your refund.

What do I do if I receive wrong product?

If you receive a wrong product, we request you to report your concern through our Contact Us form or call us within 7 days of receipt of your order. We’ll get back to you and arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.

What do I do if I receive a faulty product

If you receive a faulty product, we request you to Contact Us within 7 days of receipt of your order. We’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint and inspect the product. If the product is found to be faulty/defective, we’ll exchange it for you/refund the entire amount, as per your request.

What are the Terms and Conditions for return/replacement?

Our 7 days return and exchange policy ensures that you have a hassle-free shopping experience with HOME9INE. Our service guarantees your purchase and gives you 100% of your money back in case we falter on our commitments.

Following are the terms and conditions for return/replacement.

Products must be in their original condition

Only unused, unaltered, unsoiled products with their original tags will be accepted

Brand packaging should be intact

Replacements will be made basis availability of that product on the website

I am not satisfied with the quality of product I received. What should I do?

Dont worry! If you are not satisfied with the quality of your product, we request you to report your concern through our Contact Us form or call us within 7 days of receipt of your order. We’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint, check for the product quality and if approved, we’ll initiate refund/replacement of the product as per your request.

I bought an item and it does not fit my size. Can I change it?

Absolutely!! HOME9INE offers a “No question asked size change policy” for your apparel and footwear. You can get the size exchanged anytime whilst sitting at home. Report your concern through our Contact Us form or call us within 7 days of receipt of your order. We’ll get back to you and arrange reverse pickup for the product within 4 working days of date of receipt of your complaint and replace with the right size.

What do I do if the product received is physically damaged?

If you receive a physically damaged product, we request you to report your concern through our Contact Us form or call us within 2 days of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 3 working days of receipt of your complaint, check for the physical damage and if approved, we’ll initiate refund/replacement of the product as per your request.

How long will it take to cancel my order?

We take 1-2 business days to cancel your order and initiate refund if applicable. You will be intimated once cancellation is complete.

What if I choose to have replacement and the product is sold out on HOME9INE?

Replacements are made basis availability of the product on the website. If the product is not available on the website, we’ll initiate refund after your confirmation.

What do I do if product received is different from the description on HOME9INE?

If you receive a product that is different from the description on HOME9INE, we request you to report your concern through our Contact Us form or call us within 7 days of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.

Is there any item not eligible for return/replacement?

All items which can be resold are always eligible for return. The following items are not eligible for return/replacement:

Items that have been worn/washed/soiled

Products which were sold as combos/sets, are not eligible for return/replacement as individual items

Do I need to pay the courier company to send my product back? Will I get the money back?

If we arrange the pick up of your product, you don’t need to pay anything.

REFUNDS

When will I get my refund?

Your refund will happen as per the below mentioned timelines. Please note that the refunds are dependent on external agencies such as banks, payment gateways and external couriers (for cheques).

Debit Card/Credit Card/Net Banking	5-7 working days from the refund initiation date
NEFT transfer	5-7 working days from the refund initiation date

I paid cash on delivery, how would I get the refund?

If the mode of payment was cash on delivery (COD), we will initiate a NEFT bank transfer to your bank account. HOME9INE will contact you for your bank account details. It normally takes 7-10 days for your money to get reflected in your bank account.

What about my refund after cancellation?

Don’t worry as your payment is protected.

We take anywhere from 7-10 working days to complete your refund request. The refund amount will be credited in the same account as you had made the payment from.

How will I get a refund for the product I cancelled or returned?

For returned products, we will first try to find a replacement for it. If we cannot, we will initiate a refund.

For both cancelled orders and returned products, your refund amount will be credited back into the same account (online banking, credit card, debit card) that you used to make the purchase.

What are the details you require to process NEFT refund?

Once you agree for NEFT refund, you will receive an email from HOME9INE customer support team asking for Bank Name, Account Number, Account Holder’s name, IFSC code and Location of the bank. We initiate refund process as soon as we receive the details from you and it takes 7-10 working days for the money to be credited to your account.

Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Netbanking?

We are sorry, in case you paid via credit card/debit card/netbanking, the amount will be refunded in the same account as the one you made payment from. However, you can opt for this if you made the payment through COD (Cash on Delivery).

PURCHASING ON HOME9INE

Do your products come with guarantee/warranty details?

HOME9INE guarantees 100% customer satisfaction, security, quality, support and value for money and provides coverage against any manufacturing defects highlighted within 7 days of delivery

I haven’t received any SMS/e-mail confirmation about the order I just placed on HOME9INE. What should I do?

Please Contact Us  with your transaction details and we will look into it immediately and get back to you with the confirmation.

I have added a few products to my cart but I won’t be buying them now. Can you save my list?

Yes, absolutely. We will keep your cart saved with us. The selected items will not be removed unless you remove those. However, since our inventory sells out fast, it is advised that you complete your purchase as soon as you can.

Can I buy more than one product in one go?

Yes, you can. As you click the Buy button on a product page, it gets added to your shopping cart. You can add as many products as you want and then pay for the entire order in one go!

I am interested in a product that is sold out. How can I buy it?

Don’t be disheartened if a product you like is not available currently. Click the Notify Me button/link on the product page. We will let you know the moment your selected product is back in stock.

I don’t know how to buy online. What should I do?

Don’t worry if you have never bought online. Here are the steps to buy products and deals on HOME9INE.

Click the Buy button on the product or deal you like.
Click the Proceed to Payment button.
Enter your name, e-mail ID and phone number next.
Enter your shipping address if you are buying products.
Click the Proceed to Payment button.
Select your payment mode (Credit card, Debit card, Net banking, Cash on Delivery, Credit Card EMI).

If you are not comfortable paying online, you can choose the Cash on Delivery option and pay on the actual delivery of your product. The option, however, does not apply if you are buying deals.

How do I know my purchase is complete?

You will see a confirmation message on the screen along with your order number.

I did not get an invoice with my product bought from HOME9INE. What should I do?

All HOME9INE products are delivered along with an invoice. In case an invoice is not given to you along with your delivered product, please Contact Us with your transaction details and we will look into it immediately.

PAYMENTS

What is COD?

COD refers to Cash On Delivery. It doesn’t matter if you don’t want to use your credit/debit card or use internet banking. You have the option of paying for the purchase at your doorstep. Just place your order and make cash payment upon the delivery of your order.

Can I pay COD (Cash On Delivery) for every product I buy on HOME9INE?

The cash-on-delivery option is not available on all products. The product details page indicates whether cash on delivery is applicable for a particular product.

Is it safe to save card details on HOME9INE?

Your card details are 100% safe with us. The card details are not saved only after successful completion of your order. 

What information does HOME9INE store when I save my card?

We store only the card number, the cardholder name and the card expiry date. We do not store the CVV number or the 3D secure password. Even for a saved card, you need to enter your CVV number for every transaction, thereby keeping the control with you.

What is the advantage of saving my card on HOME9INE?

Shopping is faster as it saves you the hassle of entering your card details every time you buy at HOME9INE. Saved card details can be used to make payments during the checkout process.

How many cards can I save on HOME9INE?

As many as you like 🙂

Is there a pre-requisite for saving a card and using it?

If you are a registered user at HOME9INE and are logged in during the transaction, you will be able to save the card if you choose the credit card or debit card option.

In case you want to use a saved card, the Saved Card checkbox is just below the place where you enter your card details. You should be logged in to use a saved card for your transaction. 

What kind of cards I can save on HOME9INE?

You can save any Master/Visa credit card and any Master/Visa/Maestro debit card. The card should have been issued in India.

My transaction failed but the money was deducted from my account. What do I do?

Please Contact us with your transaction details and we will look into it immediately.

If your money has not reached us, it will surely be refunded back to your account.

How does the refund process work and what is the time limit?

Once the order is cancelled at the merchant’s website or in case of failed transactions, HOME9INE ensures that you get the amount to be refunded within 7-10 days of cancelling the order depending upon the bank.