Refund and Replacement

Eros entertains refunds and replacements of the products purchased by its customers. Please note that upon receipt of the returned item, Eros will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a refund/replacement. If you are entitled to a refund, Eros will refund your purchase price and a credit will automatically be applied to your original method of payment, within 15-20 working days depending on your bank’s procedures Note: For all refunds only the value of the item will be refunded and not the shipping charges.

Following circumstances are applicable for claiming a refund or replacement:

• If you received an item that is damaged or defective upon arrival: Eros only considers those products for return or replacement that are defective or damaged. Such products must be submitted for Eros’s Service Centre Team’s approval. Eros keeps the right to rectify/repair the error or defect within 7 days. If any deficiency is approved and Eros fails to correct it within the said time from the date of the initial complaint letter or any other notification provided by you, the refund will be issued to the customer in full without any compensations or reimbursements. OR, at your choice, replacement of the product or an equivalent product of the same or around the same value can be offered;
• Product not-as-described: such products should be reported to Eros’s Customer Service Department at the email or contact provided below, within 7 days from the date of the delivery. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes are not honored.
• Non-delivery of the product:due to some mailing issues of your e-mail provider or your own mail server you might not receive a Confirmation Text from Eros’s delivery department. In this case Eros recommends contacting its Customer Service department for assistance. Claims for non-delivery must be submitted to Eros Customer Service department in writing within 7 days from the order placing date. Otherwise the product will be considered received;
• No returns or exchanges will be accepted after 7 days. Any complaint regarding defects beyond 7 day period shall be treated with usual warranty support provided by the manufacturer.
• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Refunds will only be issued with original receipt and warranty cards. All refunds will be issued with the same payment method of the purchase. In the event the Products are purchased by COD facility then refund shall be made by the mode of cheque.
• Exchange of Products for change of mind is not acceptable.
• Only regular priced items may be refunded. Sale items are non-refundable.
• For reporting any complaint or following up your complaint with Eros Customer Centre or Service Centre you can contact us at 800 EROS(8003767); or write to Eros at customercare@erosgroup.ae

 

Exceptions

Some products are non-refundable and non-exchangeable. These include:

• Accessories
• Hard drives and USB devices
• Software, CD DVD’s Cartridges Blank CD DVD”s
• Personal care Products

 

Shipping

To return the item you purchased, please call to the Eros Customer Care Centre at the contacts provided below. You will be then guided to proceed further. If you have told Eros you're going to return all of your order within seven days of receiving it due to faulty products Eros will refund your delivery charge in full. If you're only returning some of the products, or all of the products but after the seven working day period, your delivery charge will not be refunded and further charges for uplift may apply. You are responsible for any loss or damage to hardware or software during shipment. Eros does not guarantee that it will receive your returned item.

 

Cancellations

If you cancel the order and this is duly received by www.eros.ae and the order has not been processed / approved, Eros shall cancel the order and refund the entire amount. If the product has been shipped then online transaction charges will apply and also the cost of delivering and re-picking charges will apply. Eros will not be able to cancel orders that have already been shipped. Eros has the full right to demonstrate whether an order has been shipped or not. The customer agrees not to dispute the decision made by www.eros.ae and accepts www.eros.ae decision regarding the cancellation.

 

Miscellaneous

Before you call, please have your order number available. Please be prepared with a detailed description of your complaint/defect. To complete your return, Eros requires a receipt or proof of purchase.