FAQ / Return / Refund Policy
- Sign in to your Cipher Engineers Account, select My Orders.
- Select the order you wish to return and click on the Manage Order button.
- Click on Return Items.
- Fill in the Return Form. The available return options (pickup/drop-off) will be displayed in this form.
- Pack your return package securely, with the product in the original and undamaged manufacturer’s packaging as delivered to you. Write your order number & return tracking number clearly on the outer side of the package.
- Head to your nearest drop-off point or wait for collection by our pick-up service.
- Make sure you have written your order number and return tracking number on your package at the time of drop off.
You can view your return tracking number as soon as you have filled the Online Return Form and logged your return request.
Returns Policy
- f your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request on Cipher Engineers app or website. Return request must be raised within 7 days for items from the date of delivery.
- For electronic appliances & mobile phones related issues after usage or after the return policy period, please check if the product is covered under seller warranty or brand warranty. For more information on warranty claims, please view our Warranty Policy.
- For selected categories, we accept a change of mind. Please refer to the section below on Return Policy per Category for more information.
Valid reasons to return an item
- Delivered product is damaged (i.e. physically destroyed or broken) / defective (e.g. unable to switch on)
- Delivered product is incomplete (i.e. has missing items and/or accessories).
- Delivered product is incorrect (i.e. wrong product/size/color, fake item, or expired)
- Delivered product is does not match product description or picture (i.e product not as advertised)
- Delivered product does not fit. (i.e. size is unsuitable)
Returns Policy per Category
Please note that certain items marked as non-returnable on product page are not eligible for return. For more information view the complete list of non-returnable items.
Phones and Tablets
| Phones, Tablets, Batteries & Chargers, Earphones & Headsets, Mobile & Tablet Accessories Change of Mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Note: We do not accept returns for any used items. For mobile phones, you may raise a return request directly with Cipher Engineers if the device is dead on arrival (i.e. does not switch on completely). If the mobile phone has already been activated*, please contact the seller or brand warranty provider directly for information regarding the manufacturer’s warranty.*Mobile phone is considered activated once SIM card has been inserted or when the phone has been connected to the internet via Wi-Fi. |
Fashion
| Clothing, Apparel, Sunglasses, Shoes & Accessories Change of mind is applicable for return and refund (excluding items shipped from overseas).If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Items must be unworn, unwashed, and unaltered with their tags intact. Any items found used will be rejected and returned back to customers. |
| Bags, Eyewear, Jewellery, Watches, Women’s Intimate Apparel & Men’s Innerwear. Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Items must be unworn, unwashed, and unaltered with their tags intact. Any items found used will be rejected and returned back to customers. Items that are non-returnable: All custom-made items, Fine Jewellery (gold, diamonds, gems etc.) |
Beauty & Health
| Makeup, Fragnance, Moisturizers, Creams, Scrubs, Oils, Bath & Body Accessories, Personal Care & Health, Sexual Wellness, Shape wear, Food Supplements Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: All types of Beauty Services |
Appliances
| Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Makeup, Fragrance, Moisturizers, Creams, Scrubs, Oils, Bath & Body Accessories, Personal Care & Health, Sexual Wellness, Shape wear, Food Supplements Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: All types of Beauty Services assessment. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. |
Computing & Gaming
| Laptops, Certified Refurbished Laptops, Components, Processors, Projectors, Storage, Printers, Scanners, Headphones, Speakers, Consoles & PC / Video Games, Gaming Consoles & Accessories, Software CDsChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Makeup, Fragnance, Moisturizers, Creams, Scrubs, Oils, Bath & Body Accessories, Personal Care & Health, Sexual Wellness, Shape wear, Food Supplements Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: All types of Beauty Services assessment. Note: We do not accept returns for any used items. For laptops with brand warranty, Cipher Engineers will only accept returns if the device is dead on arrival (i.e. does not switch on completely). Once the brand seal has been opened or removed, please contact the seller or brand warranty provider directly for information regarding the manufacturer’s warranty. Items that are non-returnable: All software products that are labeled as non-returnable on their product details page Note: For any software-related technical issues or installation issues, please contact the brand warranty provider directly for information regarding the manufacturer’s warranty. |
TVs, Audios & Cameras
| Televisions, Headphones, Speakers, Cameras, Drones, Lenses, Flashes, Filters Microphones,Video Glasses, Remote Controllers, Musical Instruments, Audio & Entertainment Equipments, Portable Players, Other Accessories Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: Movies, TV Series & Music voucher or services |
Home & Living
| Bedding & Bath, Furniture & Lighting, Kitchen & Dining, Home Décor, Home Improvements, Household & Home Storage Supplies, Lawn & Garden,Other Accessories Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: Any custom-made items |
Sports & Travel
| Clothing, Apparel, Shoes & Sunglasses Change of mind is applicable for return and refund (excluding items shipped from overseas).If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. For overseas products, please refer to the product page to check the applicable return reasons. |
| Bags & Luggage, Sport Watches, Team & Racket Sports, Dance & Gymnastics, Exercise & Fitness, Sports Nutrition & Supplements, Outdoor Equipment, Fitness & Other Sports Equipment Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. For overseas products, please refer to the product page to check the applicable return reasons. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. |
| Clothing, Apparel, Sunglasses, Shoes & Accessories Change of mind is applicable for return and refund (excluding items shipped from overseas).If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. |
| Toys & Games, Baby Care & Hygiene, Baby Gear, Diapers & Potties, Feeding & Nursing Change of mind is not applicable for return and refund.If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Note: For device-related issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. |
Grocer’s Shop
| Bakery, Beverages, Baking & Cooking, Cigars & Cigarettes, Dairy, Packaged Foods, Party Accessories, Snacks, Meat & Seafood, Fruits & Vegetables Change of mind is not applicable for return and refund. If the item received is expired, damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineersassessment. |
Digital Goods
| Non-returnable |
Other Categories
| Books & Stationery Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. |
| Pet Supplies Change of mind is not applicable for return and refund. If the item received is expired, damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. |
| Automotive & Motorcycles Accessories and Others Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. Items that are non-returnable: Any types of vehicles (cars, bikes etc.), Installation Services |
| Medical & Industrial Equipment Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. |
| Tools, DIY & Outdoor Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. |
| Laundry & Cleaning Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Cipher Engineers assessment. |
| Charity and Donation Non-returnable |
| Live Stock Non-returnable |
Refund Policy
Issuance of Refunds
If your product is eligible for a refund, you can choose your preferred refund method based on the table below. The shipping fee is refunded along with the amount paid for your returned product.
The time required to complete a refund depends on the refund method you have selected. The refund time starts once the quality check is completed. (For quality check timelines refere table below)
| Item Type | Drop Off | Pickup | Hand over to Cipher Engineers | QC |
|---|---|---|---|---|
| Non Bulky | 48 hours from return request initiated | N/A | 3 working days | 3 days |
| Bulky | N/A | 5 working days from return request initiated | 5 working days once the item is picked | 5 days |
| Payment Method | Refund Option | Refund Time |
| Debit/ Credit Card | Debit/ Credit Card | Debit/ Credit Card |
| Refund Voucher | Refund Voucher | 2 Working Days |
Important Note: The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for next purchase even if the value of order is smaller than voucher value.
