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Registration
& Your Account
 
  • How do I become a registered member of Pepperfry?

    Becoming a registered member of Pepperfry is easy and free of cost. To register, click on the 'Register' link on the top right hand side of the web page. The click will open a window where you need to fill in basic details like email ID, First Name, Last Name and Your Gender and then choose a password to Sign-Up on Pepperfry.

  • Are there any benefits to having an account with Pepperfry?

    As you register on Pepperfry, you get immediately entitled to huge savings and access to a large range of home and furniture products on India’s Largest Home Store. As you Sign-Up you get free coupons worth Rs. 5000 to shop immediately on Pepperfry.com. The details of current offers on Sign-Up are:

    • 20% Off on all purchases on Pepperfry with a Maximum Discount of Rs. 5000.

    Once you complete the Sign-Up (registration) process you will get a welcome email on your registered email id along with the registration offer voucher codes. In case you do not find the email, please check your spam/ junk mail box. These registration coupons are of limited validity and should be used within 3 days of Signing Up on Pepperfry.

    Besides the initial registration offer the other benefits of having an account with Pepperfry are:

    • You do not need to enter your details like Shipping Address, Contact Numbers etc. every time you make a purchase on Pepperfry.
    • You can add or edit your Shipping Address and Contact Details by logging in to the 'Your Account' Section on Pepperfry.
    • You can track the status of your orders by logging in to the ‘Your Account’ Section on Pepperfry.
    • You get regular updates on the new arrivals, feature launches, offers and promotions on Pepperfry on your registered email ID.
    • You can use ‘My Wishlist’ to save items you like for future purchases.
  • I forgot my Password, how do I now Sign-In on Pepperfry?

    If you've forgotten your password, please click on 'Login' on Pepperfry.com and then on the '">Forgot Password' link. Provide your email address and we will send you an email on your registered email ID with instructions on New Password.

  • How do I change my password on Pepperfry?

    To change password, you can login and go to the ‘Your Account’ Section. In the 'Your Account' section, please click on 'Edit Your Account Details' and Change Your Password there.

  • How do I unsubscribe to your promotional emails?

    There are three quick and easy ways to unsubscribe from our mailing list:

    1. Call us at +91 22 6141 7379 and one of our customer services representatives will take care of your request over the phone.
    2. Email us at tellus@pepperfry.com and one of our customer services representatives will unsubscribe your email address.
    3. Click on the ‘Unsubscribe’ Link on the bottom of the promotional emails and we will unsubscribe your email address.
  • I am not receiving your promotional emails? What do I need to do?

    The promotional emails sent by us could be landing up in the junk/ spam box of your registered email address. You will need to approve those emails or mark them as non-spam in order to get them in your inbox the next time.

    In case you are not able to find the emails in junk/ spam box, please call us on +91 22 6141 7379 or write to us on tellus@pepperfry.com and our customer support representatives will help you sort the problem.

  • My password is not working, how do I Sign- In?

    Pepperfry works well with all browsers; however our website works best on Google Chrome and Mozilla Firefox. If you are not able to login, try to reset your password by clicking on the 'Forgot Password' link (available on the login pop up on the homepage). If the problem still persists, please call us +91 22 6141 7379 and we will help you resolve it.

  • What is a Wishlist and how do I use it?

    While browsing through the Pepperfry website, you can add the items that you like or might want to buy later to your ‘Wishlist’. Your Wishlist is the best way to get to the item of your choice without searching for it again and again. Whether you want to mull over your Wishlist, have your friends help decide for you, ask your partner about it or simply procrastinate, you decide.

    Please do remember that items in your Wishlist are not reserved and can be bought by other customers (or your friends) before you!

Questions Before Purchase
 
  • I have a few queries about the product before I place my order. How can I get help?

    Our Category Managers work extensively with the merchants to provide the best available information about the merchandise. In case you have more questions about the product, please contact our Customer Support team between 9 AM to 12AM IST on +91 22 61417379 or write to us at tellus@pepperfry.com and we will get back to you within 24 hours of your inquiry.

    You can also chat with us from our website directly and we would glad to help you.

  • What products can I purchase with the sign-up coupon?

    Sign-Up coupons can be used to purchase anything on the website except for the products in ‘Be Free From MRP Categories’ and Gold and Silver Coins.

  • I want to purchase more than 1 product from the ‘What the Fry’ or ‘Welcome Deals’ items. Why am I not allowed?

    At Pepperfry we believe in providing 'great products at best prices with awesome overall experience' to our customers. 'What The Fry' Deals and 'Welcome' Deals in our mailers are 'extra-benefits' that we offer to our registered users who have not yet transacted with us, so they may experience our site and our service. These deal items are limited in quantity and not meant for bulk purchase; therefore we limit purchase of these deals to just 1 quantity.

    If a user wishes to purchase more than 1 quantity of such deal items, he/she will be able to do so at the non-Deal Price. Users who have not received such deals via our direct mailers may or may not be able to purchase these items at the offered deal price.

  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including using Mastercard 3D Secure PIN and Verified by VISA PIN. Pepperfry is one of the very few PCI DSS compliant ecommerce companies and does not store any customer credit card or financial information on our servers. All transactions are processed through secure bank servers which are PCI DSS- II compliant, thus providing the highest level of security while processing your payments

  • Is it safe to buy gold/silver items on Pepperfry?

    It is absolutely safe to buy Gold/ Silver items on Pepperfry. Most gold coins and gold jewelry are hallmarked for purity and also have a 365 days buy-back offer. Please check the item description for complete information.

  • What is Buyback? How does it work?

    We provide a 365 day return and refund policy on most Gold/ Silver coins bought on Pepperfry – which is called the Pepperfry Buy Back Policy.

    The buyback amount will always be as specified on the item information page at the time of purchase. In case, any Coupon, Discount or a Free Gift is used during the purchase, the buyback amount will be reduced by the amount equivalent to the Coupon, Discount or Free Gift.

    You will need to ship the item, the certificate issued while buying the item and the original Invoice to Pepperfry Fulfillment Centre. After inspecting the returned item, we will process the refund alongwith any Shipping charges that you would have incurred.

  • The Coupon issued by Pepperfry is not working? What do I need to do?

    Your coupon may not be working because of any of the following reasons:

    • The validity of the coupon could have expired. Please check the Terms & Conditions of coupon in the mail that you received from us on your registered email address.
    • The Coupon could not be applicable on certain product categories like the Gold and Silver Coins and the ‘Be Free from MRP’ Categories. These products are already best priced and hence further coupons are not applicable on them. Please refer to the Terms & Conditions to check exclusions of these coupons in the mail that you received from us.
    • The coupon will not work if the Shopping Cart Value is less than the value required for the coupon to be applicable. E.g. the coupon might be valid only for purchases above Rs. 1000. In such case, coupon will not be applicable for cart values less than Rs. 1000.
    • Please ensure that you are logged in to the same account on which you had received the Pepperfry Coupon.
    • You might have tried using the coupon earlier and the order may be in the pending state. You can check the order status [pending or not] in ‘Your Account’ section. In case the coupon was not applicable due to the pending order, please call our customer support representative to cancel the order so that your coupon becomes eligible again.
  • Can I use Multiple Coupons on the same transaction?

    Only One Coupon can be used on a single transaction or a cart. You can however add multiple items to one cart to use one coupon and avail discounts.

  • I have a promotional code, how do I use this?

    You can use the promotional code to avail discounts at the time of check out. While you are checking out on your Shopping Cart, you will need to type the promotional code in the "Have a Coupon" box on the Check-out Page to get the discounts.

  • What is the Grow Trees Initiative?

    http://www.grow-trees.com is a web-enabled social enterprise that offers the service of planting trees on government and community lands at INR 60 a tree. Grow Trees physically plant trees through their planting partners in 8 projects across eight states in India namely Rajasthan, Madhya Pradesh, Odisha, Gujarat, Karnataka, Andhra Pradesh, Maharashtra and West Bengal. Grow Trees is the only organisation in India to be a planting partner for United Nations Environment Program’s (UNEP) Billion Tree Campaign. They are also an official partner for UNDB and were official partner for WWF’s Cities for Forest Campaign. Grow Trees have planted over 682,000 trees so far.

    You can check their projects at https://www.grow-trees.com/project/list.aspx

  • What are the benefits of this project?

    The fruit, non-timber forest produce and fodder from the projects are used by rural communities in the area, a vast majority of whom live below the poverty line, and really helps them augment their income and conserve their disposable income. The project in the Panchmahal district of Gujarat, 40% of the communities’ disposable income is spent procuring cooking fuel which can be substituted with fallen twigs and branches.

    Several of Grow Trees projects are in tiger reserves and wildlife sanctuaries, which restore degraded areas in the periphery of the sanctuaries and help prevent man-animal conflict

    The trees planted are all indigenous and include species like Custard Apple, Amla, Khair, Neem and Black Siris to maintain the biodiversity of the area.

  • How can I participate in this initiative?

    After you have finalized your cart, you will be able to see a checkbox to contribute INR 30 towards planting a tree through the Grow Trees initiative. Pepperfry will equally contribute to the initiative by contributing INR 30 towards the total cost of planting a tree. On placing the order successfully, you will be able to view the e-certificate which will be the token of jointly planting a tree on a predicated project

  • Can i get a refund of my contribution to the Grow Trees initiative?

    In a scenario where you have requested for a cancellation or refund for your order, the amount refunded will not include your contribution of INR 30 towards the Grow Tree initiative as we would have already initiated the process with Grow Trees who place back to back orders with their planting partners.

  • How do I know that my tree have actually been planted?

    Grow Trees planting partners have won awards for their achievements and are carefully selected by them based on their reputation and track record. Grow Trees also gets their planting sites independently audited after the planting. They have won the trust of prominent organizations who have agreed to associate with them. The United Nation's Environment Program's Billion Tree Campaign and WWF's Cities for Forests Campaign have acknowledged Grow Trees as an Official Partner.

Payment Options &
Cash On Delivery
 
  • What are the various methods available for making payments for purchases on Pepperfry?

    There are multiple options and methods available for making payments on Pepperfry. Whatever your online mode of payment, you can rest assured that Pepperfry's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

    Following Payment Options are currently available on Pepperfry:

    • Internet Banking [54 leading banks are currently integrated with Pepperfry partner gateways]
    • Visa, Master, American Express and Diners Credit Cards or Debit Cards issued by all leading banks
    • Cash On Delivery
    • Easy EMI Options by 3 Leading Banks.
    • Online Wallets – Currently Mobikwik
  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including using Mastercard 3D Secure PIN and Verified by VISA PIN. Pepperfry is one of the very few PCI DSS compliant ecommerce companies and does not store any customer credit card or financial information on our servers. All transactions are processed through secure bank servers which are PCI DSS- II compliant, thus providing the highest level of security while processing your payments

  • What is pending verification/Why is my order in pending verification status?

    Sometimes due to a network lag at the payment gateway or at banks end, your payment does not reach us immediately and hence the order is shown as pending verification by the payment gateway. If the amount has been debited from your account, you might need to wait for up to 3 working days for the payment to be confirmed to us by your bank. If the payment has not been debited from your account, please call us to cancel your pending order and complete the purchase of your chosen item.

    Please note that Coupons applied for an order in pending verification cannot be re used unless the order is cancelled.

  • What Is the Card Verification Number (CVV) on my credit card?

    The Security Code or the Card Verification Number (CVV) is an important new security feature established by credit card companies in order to reduce the risk of Internet fraud. This number doesn’t appear on sales receipts or billing statements and it is only found on the card itself. The cardholder is required to enter the code number at the time of the transaction to verify that the card is in their possession.

    CVV Numbers for different cards are placed in different locations on your card, below are a few major card locations:

    Visa/MasterCard: Three-digit code after the last four digits of your credit card number on the back of the card within the signature field.

    American Express: Four-digit number on the front of the card on the right hand side above the card number.

  • What is a 3D Secure password?

    The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the "Verified by VISA" and "MasterCard Secure Code" services, respectively.

    The 3D Secure password adds an additional layer of security through identity verification for your online credit/debit card transactions. This password, which is created by you, is known only to you. This ensures that only you can use your card for online purchases.

    In case you do not have a 3D Secure password you can register for the same for your credit/debit card by visiting your bank's website.

  • Does Pepperfry.com retain my card or account details?

    Pepperfry.com does not collect or store your account details. Your transaction is authorized at multiple points, first by the payment gateway and subsequently by Visa/MasterCard/American Express/Banks directly without any information passing through us. However we monitor and review transactions on an on-going basis to identify potentially fraudulent situations and take immediate corrective steps to mitigate/limit any damage caused/likely to be caused from the same.

  • Will I be asked to provide any card information, account information or passwords over phone or email?

    The Pepperfry team will never request you to share any of your payment details over email or over phone.

  • Under what name will my purchase be charged on the credit card statement?

    Your purchase will be charged under the company name ‘Trend Sutra Platform Services Pvt Ltd.’.

  • What is MobiKwik Wallet? How do I make payments using MobiKwik Wallet?

    MobiKwik Wallet is a prepaid financial instrument approved by Reserve Bank of India. It allows Indian consumers to store money in a virtual wallet and then use it across channels [mobile, desktop, tablet, SMS, IVR] to make payments without entering your card/bank details for every transaction.

    Once you have selected the items in your cart, proceed to make a payment and select the last option "Wallets". Under "Wallets" you will find a radio button for MobiKwik. Please choose the option by clicking on the radio button.

  • What does Cash On Delivery mean as a payment option?

    Cash On Delivery is a payment option available to customers who are not comfortable making an online payment on Pepperfry. With Cash On Delivery you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online.

    The maximum order value for Cash on Delivery payment is ₹3,000. Pepperfry coupons and gift vouchers cannot be used for making transactions using the Cash On Delivery payment method. COD payments can be one only in Indian Rupees and no other foreign currency is accepted.

  • Can I open the parcel before making the COD payment?

    You cannot open the parcel before making the Cash On Delivery payment. The courier boys will hand-over the parcel only once he receives full payment in cash against the order.

  • Why is the Cash On Delivery option not available for all products on Pepperfry?

    In order to bring you the largest variety of Home and Furniture products, Pepperfry works with thousands of merchants from across the country. Cash On Delivery is not available for certain products where the merchants are not able to offer the payment option due to the nature of the product or the category.

    Most of the furniture items on Pepperfry are ‘Made to Order’ especially for you and hence merchants need an advance confirmed payment before they start making the product for you. Hence Cash On Delivery is not offered on any of the furniture items on Pepperfry.

  • How do I place a Cash On Delivery order on Pepperfry?

    You can check the product information page to know whether the Cash on Delivery is available for the product or not. Cash on Delivery is also available for Limited Pin Codes; please check on the product information page to know whether the option is available by clicking on the ‘Check Delivery Availability’ link.

    If the Cash on Delivery option is available for the product, you can simply add it to your cart and check out by selecting ‘Cash On Delivery’ as the payment method on the payment page.

  • What are the Equated Monthly Instalments (EMI) payment options available on Pepperfry?

    The EMI facility is available for all Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered and ICICI bank credit card holders only. The current EMI facility is available for 3 and 6 months for the Citibank Card holders and for 3, 6, 9 or 12 months installments for others.

    The minimum order value to avail the EMI payment option is ₹3,000. There is NO processing fee charged by Pepperfry for availing EMI payment option.

    The Bank charges annual interest rates (as per the table below) according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the balance outstanding.

    Bank 3 Months 6 Months 9 Months 12 Months
    HDFC Bank 12% 12% 13% 13%
    ICICI Bank 13% 13% 13% 13%
    Axis Bank 12% 12% 13% 13%
    HSBC Bank 12.50% 12.50% 13.50% 13.50%
    Kotak Bank 12% 12% 14% 14%
    Standard Chartered Bank 13% 13% 14% 14%
    Citibank 12% 12% Not Available Not Available
  • Are there any criteria for availing EMI facility on Pepperfry?

    Equated Monthly Instalments (EMI) facility is available for all orders where the payable value is more than ₹3,000 (Rupees Three Thousand). However, it might not be allowed on some particular items. Kindly check product information page for more details.

Shop with
Confidence
 
  • What happens if I am not satisfied with the product bought on Pepperfry? What is Pepperfry’s Returns Policy?

    We do our best to make sure that you love the purchase made on Pepperfry. If you don't, send it back (for free!) and get your money back. No questions asked.

    • We want you to be happy with your purchase. If for any reason you are satisfied, please contact our customer support team on +91 22 6141 7379.
    • You may return all products except furniture within 30 days of delivery for free.
    • Furniture may be returned within 21 days only in cases of dimensions mismatch, damages or manufacturing defects. Please call our customer support representatives or your Account Managers to know more about the special return instructions for furniture items.

    We aim to process all returns within 48 hours of receipt. Refunds are issued after returned items have been received, inspected, and processed. Refunds are issued back to the original form of payment. Should you have any questions about the status of your return, your refund, or need instructions on how to return an item please contact our customer support or account management team on +91 22 6141 7379.

  • How safe is providing the personal information on Address, contact details etc. to Pepperfry?

    Pepperfry’s primary purpose in collecting information from You is to allow You to use the Website and various features and services offered by the Platform on or in relation to the Website; contact you for any services provided by the Platform or its affiliates or its various service providers or Platform business partners and advertisers; to record Your information and details as permitted and required under applicable laws, statutory direction or judiciary orders; to serve various promotion materials and advertising materials to you; and such other uses as provided in the User Agreement and this Privacy Policy.

    Pepperfry takes utmost care of the information collected from the customer and maintains a strict Privacy Policy on the website. You may access the Pepperfry Privacy Policy by clicking on the link here.

  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including 3rd factor authentication processes on payments.

    Pepperfry is one of the very few PCI DSS compliant ecommerce companies and does not store any customer credit card or financial information on our servers. All transactions are processed through secure bank servers which are PCI DSS- II compliant, thus providing the highest level of security while processing your payments.

  • Does your site have a secure connection? How am I able to tell if it is a safe connection?

    Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. To confirm that it is a secure connection, you should see the https:// a secure-www.pepperfry.com/ in the URL. The "https" indicates that it’s using SSL.

    Furthermore, you should see a yellow lock at the bottom right corner of your browser.

  • The address bar shows http://www.pepperfry.com. Shouldn’t the address bar show https://? Doesn’t the ‘s’ at the end mean it is a secure connection?

    We use https:// only for our secure pages, i.e. those pages that transfer confidential information such as the Login, Your Account, and Checkout pages. Pages that are only used for products or blogs will still use the regular http:// since no sensitive information is being passed through them.

Shipping &
Packaging
 
  • Do I need to pay Shipping Charges for purchases on Pepperfry?

    No shipping charges are applicable, Pepperfry offers Free Shipping on all online purchases! Note that COD Orders attract an extra charge of Rs 59 only.

  • Do you ship internationally?

    As of now, Pepperfry doesn’t ship items outside of India. However, Pepperfry does allow you to make purchases for your loved ones in India from anywhere in the world by using your international credit/ debit cards issued in India or PayPal Account. You need to ensure that the Shipping Address is in India.

  • I want to ship this product as a gift can you gift wrap it for me?

    We currently do not offer the gift wrapping service for orders on Pepperfry.

  • I want to send my purchase as a gift to my friend; can Pepperfry send the product without invoice?

    Pepperfry complies with all the rules governing the movement of goods in India and due to tax and regulatory reasons all shipments have to be accompanied with an invoice. Therefore we cannot send the item without an invoice

  • I just placed an order online, when will I get my order?

    The Shipping timelines on Pepperfry varies from one product to the other. The exact shipping date for the product is mentioned on the product information page and typically varies between 24 hours to 96 hours from the date of order [Non-Furniture]. To know the exact date of shipping post order, please refer to the order confirmation email in your registered email address.

  • I just received an email with a tracking number but I am not able to track the order on the courier website. How is that possible?

    Pepperfry generates and send the SMS with the tracking number [AWB Number] as soon as the parcel is picked up by the courier partners. Once the parcels are picked, they are aggregated at the courier partner despatch centres and it takes between 12 to 24 hours for them to update the tracking details on their website and hence your order may not get tracked during this period.

  • Can you send all my products in one shipment?

    Pepperfry sources the largest range of home and furniture products for its customers from thousands of merchants spread across the country. Therefore the shipping timelines and the location from where the products are shipped vary from one product to the other. We ship the products as soon as they are received from the merchants and hence you could receive multiple shipments for one order on Pepperfry.

    In case you have some special requests, please call our customer support representatives and they will do their best to accommodate your request.

  • Do I need to pay any additional charges like sales tax, octroi etc. for the purchases made on Pepperfry?

    There are NO additional charges on account of sales tax, octroi etc. on Pepperfry. The price mentioned on the product information page is the final price [plus discounts from coupons] and is all inclusive. The price mentioned on your check-out page is exactly what you need to pay for your purchases.

  • Why does the promised shipping date vary from one product to the other?

    Pepperfry sources products from thousands of merchants spread across the country. The shipping time of the product mentioned on the information page is defined basis the product availability, geographic location of the merchant and the courier partner's time-to-deliver in your zone and hence they vary from one product to the other.

  • Why is the product not available for shipping in my Pin Code?

    The shipping of the product for your pin code might not due to any of the following reasons:

    • The merchant selling on Pepperfry does not offer installation/ service/ warranty of the products PAN India and hence restricts it to certain pin codes
    • State regulatory issues, legal restrictions etc. in shipping particular products to your location
    • Non-Availability of a reliable shipping partner for your location
  • Why the Cash on Delivery option is not available for my area?

    The Cash on Delivery availability depends on the ability of our shipping partner/ merchant servicing your location to accept cash as payment at the time of delivery.

    Our courier partners have limits on the cash amount payable on delivery depending on the destination and your order value might have exceeded this limit. Please enter your pin code on the product page to check if COD is available in your location.

  • Can you ship my order to a different address?

    For confidentiality and legal reasons the shipping address cannot be changed once an order is placed. We request you to kindly make some arrangement for the item to be received at the Shipping address given at the time of placing the order.

30 Days Money Back
Guarantee
 
  • What happens if I am not satisfied with the product I bought on Pepperfry?

    We do our best to make sure that you love the product you bought on Pepperfry. If you are not satisfied with what you ordered or the product you received is damaged, defective or not as described or you simply just didn’t like it, just return it to us within 30 Days of receipt of the product & get 100% Money Back against your purchase – NO FINE PRINT. You can either initiate the Return Request Online by logging in to the ‘Your Account’ Section on Website or alternatively call us at 022-61417379.

  • What happens if the furniture I bought on Pepperfry is received damaged or has manufacturing defects appear after a few days?

    All Pepperfry furniture products are either made by the finest artisans of Rajasthan using high quality wood and raw materials or are manufactured by large national brands in their state of art facilities. In an unlikely event that the product is damaged or has a manufacturing defect Pepperfry will process 100% Money Back for the product, No-Questions-Asked. Please read our MUDRAMARK Quality Seal and 1-Year Warranty here.

  • What do I need to do to Return an item?

    It is absolutely simple! Just logon to ‘Your Account’ section on Website & submit the Return Request – Our Customer Support Executive will call you within 24 hours; alternatively you can call us on +91 22 6141 7379 to raise a Refund Request.

    Simple Hassle-Free 100% Money Back Guarantee Process as below:

    1. Simply Logon to ‘Your Account’ through the link located at the top right side end of the Website.
    2. Find the Order Number of the item(s) that you wish to return and click on ‘Initiate Return’.
    3. A Pop-Up screen would appear; Select the reason for Return, Upload Photographs of the Item showing damage, defect etc. and hit Submit – Your Return Request is Submitted.
    4. Our Customer Support Executive will call you within 24 Hours to have a brief conversation to understand the request and confirm acceptance of 100% Money Back on phone. Do Not Worry – There is NO FINE PRINT here.
    5. Our Customer Support Executive will also confirm date for the reverse pick-up of the return item and send you a return slip by email that you need to fill and handover at the time of reverse pick-up of the item.
    6. Once 100% Money Back Claim is Accepted, Refunds will be processed within 48 Hours.
    7. Depending on the mode of payment you used, Banks and Payment Gateways usually take between 3-7 working days to credit the amount to your account.

    In case you bought the item as a guest user and therefore cannot access ‘Your Account’ – Please call our Customer Support to raise Return request at +91 22 6141 7379.

  • How long do I have to return an item?

    Our No-Questions-Asked 100% Money Back Guarantee is valid till 30 Days from the date of receipt of the product.

  • I am not able to submit Return Request through the ‘Your Account’ Section.

    One of the following things might have happened:

    You are not a registered user and bought an item as a guest user on Pepperfry.com and hence are not able to access the ‘Your Account’ Section. In such case, please call our Customer Support at +91 22 6141 7379 to raise a Return Request.

    You are trying to submit a request after 30 Days from the receipt of the item. The No-Questions-Asked 100% Money Back Guarantee is valid till 30 Days from the date of receipt of the product.

  • Instead of Refund for a product, can you send me a replacement or can I exchange the item?

    In case you are not satisfied with your purchase, Pepperfry would be happy to process 100% Money Back for you. Pepperfry is India’s largest Furniture and Home marketplace and we source really unique items from 1000s of merchants across the country and hence getting a replacement or exchanging the item might not be possible. You can however search for the item basis the SKU code in your invoice and initiate a fresh purchase on our site.

  • Do I need to keep anything in mind while returning your product?

    The returned product should be in its original packaging, and in the same condition as you received the product, Please ensure that all tags, peripherals, warranty/ guarantee card, freebies and accessories including keys, straps and locks are intact.

    The 100% Money Back Guarantee at Pepperfry is absolutely hassle-free. Once the Refund is approved by us, we will pick up the product through our own in-house logistics team and we do not even wait for the product to come back to us in our fulfillment centers for processing your Refunds. All you need to ensure is that you send us the photographs of the product on time for us to process your Refunds Faster.

  • How much time does it take to get my Money Back?

    The 100% Money Back Guarantee at Pepperfry is absolutely hassle free. Once the Refund Claims are accepted by us, the Refunds are processed within 24 Hours. All refunds processed by us are credited back through the original mode of payment used by the customer. Depending on the mode of payment you used, Banks and Payment Gateways usually take between 3-7 working days to credit the amount to your account.

  • Can I cancel a confirmed order on Pepperfry?

    Pepperfry works with 1000s of merchants across the country to bring you the largest range of products. Our merchants start processing the order as soon as they get intimation from us and hence orders once confirmed cannot be cancelled. In an unforeseen situation where you need to fully or partly cancel your order, cancellation can be done at a nominal fee to cover a portion of costs that our merchants would have already incurred in processing your order.

    The cancellation fees are as given below:

    1. 5% of the paid value is charged if order is cancelled before item is shipped.
    2. 20% of the paid value when the order is cancelled after it is shipped from our fulfillment centers.
  • Can I Cancel a confirmed furniture order?

    Most furniture orders are Made-to-Order and therefore cannot be cancelled. In case the cancellation needs to be processed due to unavoidable circumstances, please call our customer support representative to place the request.

    If the request is placed within 24 hours of receipt of the order we will cancel the same without any charges. In the event the cancellation is requested after 24 hours, a cancellation fee of Rs.1000 will be charged. No cancellation requests will be accepted after 4 days from the date of receipt of order for this item on Pepperfry.

  • Why is my confirmed order cancelled by Pepperfry?

    Pepperfry sources products from 1000s of merchants spread across the country. While our team does its best to ensure that the products are available with the merchant at all points of time and regular stock updates are done, there could be a slight possibility of your order getting cancelled due to one or more of the below mentioned reasons:

    1. The product is rejected at our fulfillment center due to Bad Quality and the merchant is not able to arrange for a fresh product within the promised shipping timeline on the product information page.
    2. The product is Out Of Stock with our merchant.
    3. Our logistic partners are unable to deliver the product to the desired delivery location.
  • I have lost my invoice; can you send a copy of invoice?

    Yes, of course. Please contact our customer support representative on +91 22 6141 7379 or write to us on tellus@pepperfry.com and our service team will process your request within 24 hours

Order Tracking &
Delivery
 
  • The shipping date mentioned on the product information page has already crossed and I still haven’t got my product. What do I do?

    First of all, please accept our sincere apologies for the delay. In order to bring the largest range of home and furniture products, Pepperfry works with thousands of merchants across the country. While we try our best to ensure that all items are procured and shipped on time, there could be some rare cases where the product is out of stock or was rejected for quality at our fulfillment centres. In such cases the shipments might get delayed. We request you to contact our customer support on phone, email or chat in case your shipment has not arrived as promised and they will provide you accurate information on the status of shipment.

  • How do I track my shipment after it is despatched by Pepperfry?

    Once your order is shipped you will get an email and an SMS on your registered ID and phone number with details of the Air Way Bill Number. You can track the shipment by clicking on the link provided in the Shipping email sent to you on your registered email address.

    To track your order, please enter the Order details in the ‘Track Your Order’ section on the website.

    In Transit: The consignment is on route to the destination.

    Delivered: The consignment is delivered.

    Returned to Origin (RTO): Delivery was attempted, however the shipment is returned back to Pepperfry

    Please call us if you have any unanswered questions related to your shipment and for next steps.

  • The tracking number/AWB that I received is not getting tracked and seems to be incorrect? What do I do?

    Usually courier companies take up to 48 hours to update their system with details of the AWB number. If your package was recently shipped, tracking might only become available after 24-48hrs. We request you to retry the AWB number after 24 hours. If it has been more than 48 hours since you received the AWB number, we request you contact our Customer Service team immediately.

  • My order has been shipped; however I have not received my order?

    Shipments are reflected as RTO (returned to origin) under the following circumstances:

    • You were not available when the courier person attempted to deliver the order more than once at the registered address provided by you
    • The registered address provided by you on the website was incorrect or insufficient. [Please always mention Pin Codes and Nearest Landmark in the shipping address to avoid this]
    • You were not contactable on the number you provided at the time of registration
    • You or someone at your registered address refused to accept the order.
    • You did not have the payment ready for a Cash On Delivery Order.

    In case you want us to ship the order again, Please get in touch with our Customer Support representative on Phone or Email or Chat to place the re-shipment request.

  • My shipment shows delivered but I have not received the order?

    All orders delivered by us have a proof of delivery with signatures of the person who accepted the order. In case you haven’t received the order; please contact our Customer support team immediately to register the complaint and they will provide resolution within 24 hours

    We request you to also check if someone else accepted the delivery on your behalf; check with family members, neighbours, security, the mail room, reception, and anyone else who may have accepted the delivery.

  • o What happens if the product that I received is damaged

    Pepperfry is a managed marketplace and we ensure that every product is quality checked by us before it is packed and despatched to the customer. We use the best courier partners and our own last mile delivery infrastructure to ensure that the product reaches you in a good condition. In the rare situation when the product is received damaged, please bring it to the notice of the delivery personnel immediately. In case you notice the damage later, please get in touch with our customer support representative or write to us on tellus@pepperfry.com.

    Our team will get in touch with you to get photographs and will assess the damage and revert within 1-2 days with a solution. In case the damage is approved, we will either refund the full amount or replace the product or take any other corrective measure to solve the problem.

  • What should I do when the shipment I received is incomplete and some parts/ contents are missing? Also there is no assembly/ product manual inside the product.

    All products shipped from pepperfry go through multi-level Quality Check at our fulfillment centres; however if this happens in a rare situation, please call our customer support representative and they will resolve the issue. In case the manuals/ assembly notes are missing, please place a request with our customer support representative and they will email the manual to your registered email address.

  • What are the different order statuses in ‘Your Account’ and what do they mean?

    Ordered Awaiting Confirmation: Sometimes due to a network lag at the payment gateway or at banks end, your payment does not reach us immediately and hence the order is shown as pending verification by the payment gateway. If the amount has been debited from your account, you might need to wait for up to 3 working days for the payment to be confirmed to us by your bank. If the payment has not been debited from your account, please call us to cancel your pending order and complete the purchase of your chosen item.

    Order Declined – Payment Unsuccessful: The payment attempted by you using the payment gateway has not gone through due to a technical issue or insufficient funds and hence the order was not processed by us.

    Order Confirmed: The payment made by you has gone through and your order is now confirmed. For COD orders, it means that we have accepted your order for processing.

    Item Shipped: The product placed by you has been procured and quality checked by our fulfillment centres and has

    Delivered: The consignment is delivered.

    Order Refunded: The refunds are processed by us and the amount will reflect in the account that you used for making your purchases on Pepperfry. Typically the refunded amount reflects within 5-7 working days from the date of processing of the request.

  • How do I track my furniture shipment?

    We have tie ups with reputed courier companies to ship furniture items and update you with the AWB / Tracking number once your order is shipped. At times we also ship furniture through surface transport. We do share details of such shipments with you as and when required. Please contact our Customer Service team for any further queries.

    To track your order, please enter the Order details in the 'Track Your Order' section alongside.

  • How do I confirm if the product is all fine when it is delivered?

    We do Quality Check for 100% of our Mudra furniture’s. However you can also check the same with the below tricks:

    • Check on all external surfaces across the product for any breakages, cracks, chip-offs, unfinished patches, or borer / insect infestations
    • Transit might add some dust or a lack of shine, our team will be able to fix this immediately by applying a coat of wood polish or by rubbing the surface with a cloth; this is an accepted industry- standard method for cleaning the surface / polishing it.
    • For all Pepperfry self-delivery products that involve assembly, you can inform the delivery team to inform your Account Manager to schedule a carpenter for you.
    • For all products kept on the floor, ensure that the product stands steady and straight. In case there is an uneven surface, please let our team know and we would get it repaired/replaced.
    • For all seating products, kindly sit on the item to ensure that the structure is stable
    • Once the product is delivered and our delivery team leaves your location, we will be able to only honour manufacturing flaws and other fair usage ruptures as described by the warranty policy.
Purchasing Furniture
on Pepperfry
 

Shipping Timelines:

Knowing your item:

Please note that wood has inherent qualities such as marginal differences in stain and varnish, unique grain patterns etc. These are visible on a finished product and result in two otherwise identical items looking different. These are natural features of wood that provide character to each piece of wooden furniture and are accepted as per Industry standards. Small knots are also sometimes visible on the surface which is filled in by the furniture craftsmen during manufacture.

Placing an order:

Please check dimensions of the entrance/door to your home/office/shop/building/premise before buying, so as to ensure that there is no problem in getting the product inside. In such a situation we will not be able to accept return or cancellation. There are some items that you will need to assemble on your own. For this item please check the details above. While we provide kits to assemble these items, you will need to arrange your own carpenter for assembly. Wherever Pepperfry provides, the carpenter visits will be scheduled subsequent to the delivery of the item.

On Delivery:

For all items that are expected to stand, ensure that the item is steady and straight. Unevenness up to 5 mm happens due to difference in surfaces and floor levels and is an accepted industry standard. Bushes will have to be attached to balance the item. Please report the item to our Customer Support team and we will take it on from there. In case of dust or a lack of shine, rubbing the surface with a cloth will help. This is an accepted method for cleaning the surface of a furniture item and making it shine.

Damages:

Pepperfry shipping arrangements to your doorstep have been designed to ensure a zero-damage, hassle-free experience, please contact us immediately, in case:

  • Your item has any scratches or breakage that unfortunately might have occurred in the course of transit warranting your item to be fixed
  • Any instruction manual, screws, nuts etc. that might have been missed, should be informed to Customer Support immediately, so that they can arrange to have it delivered to you.
  • Your item arrives in damaged condition. All claims for damage must be made within 3 days of receipt of the item.
  • Your request for a repair, refund or a replacement will be processed as soon as we receive the photographs of the damage to ascertain extent.
  • We request you to retain all packing materials unless instructed otherwise by our team. You have an option of getting a full refund or replacement of the product that was received in damaged condition. Refunds or replacement for furniture returns will be processed when the item(s) has been picked up by us. Hence, please allow up to 2 to 3 weeks for reverse and then subsequent refund to process. A replacement will take the same amount of time as the order for shipping.

Cancellations:

We accept cancellation of furniture orders up to 24 hours of placing the same, without any charges to you. In the event of cancellation after 24 hours, a cancellation fee of Rs.1000 will be charged and the balance amount will be refunded to you.

No cancellation requests will be accepted after 4 days from the date of receipt of order for this item on Pepperfry. Pieces of furniture are made specifically for your order.

  • Is it possible to change the polish/colour of furniture items?

    We would love to help you match the furniture to your home décor. We request you to please select the desired polish/colour from the range provided while placing the order.

  • Can I customize furniture after I have placed the order?

    Sorry, unfortunately customization post order placement is not possible.

  • Do I need to assemble the furniture by myself?

    Most items on Pepperfry do not require assembly or have a basic assembly procedure that can be done with simple tools (like a screwdriver) and comes with assembly instructions. The need to assemble the furniture depends on the nature of the product. We advise you to check the product description to see if any assembly is required for the item you are interested in.

  • Do you offer a warranty on your listed product(s)?

    All Pepperfry furniture products are either made by the finest artisans of Rajasthan using high quality wood and raw materials or are manufactured by large national brands in their state of art facilities. In an unlikely event that the product is damaged or has a manufacturing defect Pepperfry will replace it free of cost. We offer a Two Year Replacement Warranty for all furniture products bought of Pepperfry

  • How can I provide feedback about a product?

    We are always keen to hear from you. You can find a section specifically designed for reviews on your Order details page for each purchase made by you on selecting “I have received this item”. Moreover, you can call us at 022-6141-7379 .You can also write to our customer support team @ tellus@pepperfry.com or chat with us from our website directly.

  • I have purchased a furniture product from Pepperfry.com; can you help me assemble it?

    We currently provide assembly service in top 20 towns in the country. Please contact your furniture relationship manager to find out if the carpenter service is available for your city. In case we service your location, we will organise the carpenter within 24 hours of getting the request.

  • What is the Grow Trees Initiative?

    http://www.grow-trees.com is a web-enabled social enterprise that offers the service of planting trees on government and community lands at INR 60 a tree. Grow Trees physically plant trees through their planting partners in 8 projects across eight states in India namely Rajasthan, Madhya Pradesh, Odisha, Gujarat, Karnataka, Andhra Pradesh, Maharashtra and West Bengal. Grow Trees is the only organisation in India to be a planting partner for United Nations Environment Program’s (UNEP) Billion Tree Campaign. They are also an official partner for UNDB and were official partner for WWF’s Cities for Forest Campaign. Grow Trees have planted over 682,000 trees so far.

    You can check their projects at https://www.grow-trees.com/project/list.aspx

  • What are the benefits of this project?

    The fruit, non-timber forest produce and fodder from the projects are used by rural communities in the area, a vast majority of whom live below the poverty line, and really helps them augment their income and conserve their disposable income. The project in the Panchmahal district of Gujarat, 40% of the communities’ disposable income is spent procuring cooking fuel which can be substituted with fallen twigs and branches.

    Several of Grow Trees projects are in tiger reserves and wildlife sanctuaries, which restore degraded areas in the periphery of the sanctuaries and help prevent man-animal conflict

    The trees planted are all indigenous and include species like Custard Apple, Amla, Khair, Neem and Black Siris to maintain the biodiversity of the area.

  • How can I participate in this initiative?

    After you have finalized your cart, you will be able to see a checkbox to contribute INR 30 towards planting a tree through the Grow Trees initiative. Pepperfry will equally contribute to the initiative by contributing INR 30 towards the total cost of planting a tree. On placing the order successfully, you will be able to view the e-certificate which will be the token of jointly planting a tree on a predicated project

  • Can i get a refund of my contribution to the Grow Trees initiative?

    In a scenario where you have requested for a cancellation or refund for your order, the amount refunded will not include your contribution of INR 30 towards the Grow Tree initiative as we would have already initiated the process with Grow Trees who place back to back orders with their planting partners.

  • How do I know that my tree have actually been planted?

    Grow Trees planting partners have won awards for their achievements and are carefully selected by them based on their reputation and track record. Grow Trees also gets their planting sites independently audited after the planting. They have won the trust of prominent organizations who have agreed to associate with them. The United Nation's Environment Program's Billion Tree Campaign and WWF's Cities for Forests Campaign have acknowledged Grow Trees as an Official Partner.

Frequently Asked Questions

  • How do I become a registered member of Pepperfry?

    Becoming a registered member of Pepperfry is easy and free of cost. To register, click on the 'Register' link on the top right hand side of the web page. The click will open a window where you need to fill in basic details like email ID, First Name, Last Name and Your Gender and then choose a password to Sign-Up on Pepperfry.

  • Are there any benefits to having an account with Pepperfry?

    As you register on Pepperfry, you get immediately entitled to huge savings and access to a large range of home and furniture products on India’s Largest Home Store. As you Sign-Up you get free coupons worth Rs. 5000 to shop immediately on Pepperfry.com. The details of current offers on Sign-Up are:

    • 20% Off on all purchases on Pepperfry with a Maximum Discount of Rs. 5000.

    Once you complete the Sign-Up (registration) process you will get a welcome email on your registered email id along with the registration offer voucher codes. In case you do not find the email, please check your spam/ junk mail box. These registration coupons are of limited validity and should be used within 3 days of Signing Up on Pepperfry.

    Besides the initial registration offer the other benefits of having an account with Pepperfry are:

    • You do not need to enter your details like Shipping Address, Contact Numbers etc. every time you make a purchase on Pepperfry.
    • You can add or edit your Shipping Address and Contact Details by logging in to the ‘Your Account’ Section on Pepperfry.
    • You can track the status of your orders by logging in to the ‘Your Account’ Section on Pepperfry.
    • You get regular updates on the new arrivals, feature launches, offers and promotions on Pepperfry on your registered email ID.
    • You can use ‘My Wishlist’ to save items you like for future purchases.
  • I want to purchase more than 1 product from the ‘What the Fry’ or ‘Welcome Deals’ items. Why am I not allowed?

    At Pepperfry we believe in providing 'great products at best prices with awesome overall experience' to our customers. 'What The Fry' Deals and 'Welcome' Deals in our mailers are 'extra-benefits' that we offer to our registered users who have not yet transacted with us, so they may experience our site and our service. These deal items are limited in quantity and not meant for bulk purchase; therefore we limit purchase of these deals to just 1 quantity.

    If a user wishes to purchase more than 1 quantity of such deal items, he/she will be able to do so at the non-Deal Price. Users who have not received such deals via our direct mailers may or may not be able to purchase these items at the offered deal price.

  • Is it safe to use my credit card or provide bank details on Pepperfry?

    Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including 3rd factor authentication processes on payments. Pepperfry is one of the very few PCI DSS compliant ecommerce companies and does not store any customer credit card or financial information on our servers. All transactions are processed through secure bank servers which are PCI DSS- II compliant, thus providing the highest level of security while processing your payments.

  • The Coupon issued by Pepperfry is not working? What do I need to do?

    Your coupon may not be working because of any of the following reasons:

    • The validity of the coupon could have expired. Please check the Terms & Conditions of coupon in the mail that you received from us on your registered email address.
    • The Coupon could not be applicable on certain product categories like the Gold and Silver Coins and the ‘Be Free from MRP’ Categories. These products are already best priced and hence further coupons are not applicable on them. Please refer to the Terms & Conditions to check exclusions of these coupons in the mail that you received from us.
    • The coupon will not work if the Shopping Cart Value is less than the value required for the coupon to be applicable. E.g. the coupon might be valid only for purchases above Rs. 1000. In such case, coupon will not be applicable for cart values less than Rs. 1000.
    • Please ensure that you are logged in to the same account on which you had received the Pepperfry Coupon.
    • You might have tried using the coupon earlier and the order may be in the pending state. You can check the order status [pending or not] in ‘Your Account’ section. In case the coupon was not applicable due to the pending order, please call our customer support representative to cancel the order so that your coupon becomes eligible again.
  • What are the various methods available for making payments for purchases on Pepperfry?

    There are multiple options and methods available for making payments on Pepperfry. Whatever your online mode of payment, you can rest assured that Pepperfry's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

    Following Payment Options are currently available on Pepperfry:

    • Internet Banking [54 leading banks are currently integrated with Pepperfry partner gateways]
    • Visa, Master, American Express and Diners Credit Cards or Debit Cards issued by all leading banks
    • Cash On Delivery
    • Easy EMI Options by 3 Leading Banks.
    • Online Wallets – Currently Mobikwik
  • Why is the Cash On Delivery option not available for all products on Pepperfry?

    In order to bring you the largest variety of Home and Furniture products, Pepperfry works with thousands of merchants from across the country. Cash On Delivery is not available for certain products where the merchants are not able to offer the payment option due to the nature of the product or the category.

    Most of the furniture items on Pepperfry are ‘Made to Order’ especially for you and hence merchants need an advance confirmed payment before they start making the product for you. Hence Cash On Delivery is not offered on any of the furniture items on Pepperfry.

  • What are the Equated Monthly Instalments (EMI) payment options available on Pepperfry?

    The EMI facility is available for all Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered and ICICI bank credit card holders only. The current EMI facility is available for 3 and 6 months for the Citibank Card holders and for 3, 6, 9 or 12 months installments for others.

    The minimum order value to avail the EMI payment option is ₹3,000. There is NO processing fee charged by Pepperfry for availing EMI payment option.

    The Bank charges annual interest rates (as per the table below) according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the balance outstanding.

    Bank 3 Months 6 Months 9 Months 12 Months
    HDFC Bank 12% 12% 13% 13%
    ICICI Bank 13% 13% 13% 13%
    Axis Bank 12% 12% 13% 13%
    HSBC Bank 12.50% 12.50% 13.50% 13.50%
    Kotak Bank 12% 12% 14% 14%
    Standard Chartered Bank 13% 13% 14% 14%
    Citibank 12% 12% Not Available Not Available
  • What happens if I am not satisfied with the product bought on Pepperfry? What is Pepperfry’s Returns Policy?

    We do our best to make sure that you love the purchase made on Pepperfry. If you don't, send it back (for free!) and get your money back. No questions asked.

    • We want you to be happy with your purchase. If for any reason you are satisfied, please contact our customer support team on +91 22 6141 7379.
    • You may return all products except furniture within 30 days of delivery for free.
    • Furniture may be returned within 21 days only in cases of dimensions mismatch, damages or manufacturing defects. Please call our customer support representatives or your Account Managers to know more about the special return instructions for furniture items.

    We aim to process all returns within 48 hours of receipt. Refunds are issued after returned items have been received, inspected, and processed. Refunds are issued back to the original form of payment. Should you have any questions about the status of your return, your refund, or need instructions on how to return an item please contact our customer support or account management team on +91 22 6141 7379.

  • Do I need to pay Shipping Charges for purchases on Pepperfry?

    No shipping charges are applicable, Pepperfry offers Free Shipping on all online purchases! Note that COD Orders attract an extra charge of Rs 59 only.

  • I just received an email with a tracking number but I am not able to track the order on the courier website. How is that possible?

    Pepperfry generates and send the SMS with the tracking number [AWB Number] as soon as the parcel is picked up by the courier partners. Once the parcels are picked, they are aggregated at the courier partner despatch centres and it takes between 12 to 24 hours for them to update the tracking details on their website and hence your order may not get tracked during this period.

  • Do I need to pay any additional charges like sales tax, octroi etc. for the purchases made on Pepperfry?

    There are NO additional charges on account of sales tax, octroi etc. on Pepperfry. The price mentioned on the product information page is the final price [plus discounts from coupons] and is all inclusive. The price mentioned on your check-out page is exactly what you need to pay for your purchases.

  • Why is the product not available for shipping in my Pin Code?

    The shipping of the product for your pin code might not due to any of the following reasons:

    • The merchant selling on Pepperfry does not offer installation/ service/ warranty of the products PAN India and hence restricts it to certain pin codes
    • State regulatory issues, legal restrictions etc. in shipping particular products to your location
    • Non-Availability of a reliable shipping partner for your location
  • Why is my confirmed order cancelled by Pepperfry?

    Pepperfry sources products from thousands of merchants spread across the country. While our team does its best to ensure that the products are available with the merchant at all points of time and regular stock updates are done, there could be a slight possibility of your order getting cancelled on account of one or more of the below mentioned reasons:

    • The product is rejected at our fulfillment centre on account of bad Quality and the merchant is not able to arrange for a fresh product within the promised shipping timeline on the product information page.
    • The product is Out Of Stock with our merchant.
    • Our logistic partners are unable to deliver the product to the desired delivery location.
  • I am not satisfied with the product and want to return it; what do I need to do?

    Returns are subject to terms and conditions of products bought. Please check the product description as certain products cannot be returned. To initiate a return, please fill the forms available in the “Self Service Tools’ section for returns.

    Once we receive the returned item; refunds would be auto initiated within 48 hours and credited to the original mode of payment.

    Below is the process of returning the product:

    • Please call our Customer Service Team on +91 22 6141 7379 or send us an email on tellus@pepperfry.com mentioning your order number and the details of the item you wish to return. All return requests need to be placed within 72 hours of receipt of product.
    • You will receive an email from us with a Returns Declaration Form. Please fill the Returns Declaration Form, print it and paste the form on the package that you want to return. You can also download this form from the ‘Self Service Tools’ on the website.
    • Please pack the unused item with all accessories, tags, boxes, bags, stickers, papers and with the original Invoice.
    • Courier the securely packed item with the return address label and the shipping declaration pasted on the package. Please use good courier service that offers tracking of the shipment, as the refund will be processed only once the item is received in a good condition.
    • Please email us the tracking details (Airway Bill Number and Courier Name) for the item being returned and send us your bank details (Account Name, Account Number, Account Type, Bank name, Branch Name and IFSC Code) for reimbursement of the Shipping charges.
    • Upon receipt, the items will be checked for quality by our quality control team and Gold Coins and Jewelry are recertified for purity and weight by third party agencies. A refund will be approved or rejected basis these quality checks and our Customer Service team will inform you on the status of your refund.
    • Once the refund is approved, the amount will be credited to the original mode of payment.
  • How do I track my shipment after it is despatched by Pepperfry?

    Once your order is shipped you will get an email and an SMS on your registered ID and phone number with details of the Air Way Bill Number. You can track the shipment by clicking on the link provided in the Shipping email sent to you on your registered email address.

    To track your order, please enter the Order details in the ‘Track Your Order’ section on the website.

    In Transit: The consignment is on route to the destination.

    Delivered: The consignment is delivered.

    Returned to Origin (RTO): Delivery was attempted, however the shipment is returned back to Pepperfry

    Please call us if you have any unanswered questions related to your shipment and for next steps.

New Complaint or Feedback?

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you promptly

Write to Senior Management

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to us for immediate attention

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