Last Updated: 25/12/25

This policy applies to all purchases made on enigmaxlifestyle.com and is designed to ensure transparency, accountability, and quality assurance. By placing an order, you agree to the terms below.

1. OTP Verification & Inspection Upon Delivery

a. OTP Verification

At the time of delivery, the courier partner will request a One-Time Password (OTP) sent to your registered mobile number.

b. Mandatory Inspection Before OTP

Before sharing the OTP, customers must:

• Inspect the outer package for damage or tampering
• Record a continuous 360-degree unboxing video, clearly showing:
  ○ Shipping label
  ○ Sealed outer packaging
  ○ Inner packaging and product condition

c. Quantity Check

Customers must verify that the correct items and quantities have been received as per the order.

d. Compromised Packages

If the package appears damaged, tampered with, or compromised, the customer must either:

● Reject the delivery, or
● Accept with a Negative Proof of Delivery (POD) clearly mentioning damage/tampering, and retain photographs of the negative POD.

2. Accepted Deliveries with Damage / Tampering / Partial Orders

If an order is accepted despite being partial, damaged, tampered, or compromised, the customer must provide both:

• A Negative POD image, and
• A 360-degree unboxing video showing the complete inspection process.

Failure to provide both will result in automatic rejection of the claim.

3. Rejected Deliveries or Negative POD Claims

If a delivery is rejected or accepted with a valid negative POD:

• ENIGMA-X may, at its discretion, either replace the affected item(s) or issue a refund, subject to verification.
• No refunds or replacements will be processed unless the claim is validated internally and, where required, by the shipping partner.
• All decisions regarding acceptance or rejection of claims rest solely with
  ENIGMA-X.

4. Accepted Deliveries Without Proof

If a delivery is accepted without:

• a negative POD, and
• a valid 360-degree unboxing video

ENIGMA-X shall not be liable for any refunds, replacements, or returns under any circumstances.

5. Perfume Usage & Eligibility

• Opened perfumes are eligible for refund or replacement only if more than 90% of & nbsp; the original content remains.
  
• Used, heavily consumed, altered, or tampered products are not eligible for any   refund or replacement.
  
• Leakage or damage claims without proof (negative POD + unboxing video) will be rejected.

6. Complaint Submission Timeline

All complaints must be reported within 48 hours of delivery by emailing: support@enigmaxlifestyle.com

Claims raised after this period will not be entertained.

ENIGMA-X is not responsible for damage occurring after delivery or not clearly visible in the unboxing video.

7. Signature & Alternate Recipients

• All deliveries require acknowledgment (OTP/signature).
• If delivery is accepted by a family member, colleague, neighbor, or any alternate recipient, ENIGMA-X is not responsible for damages or discrepancies unless supported by a valid unboxing video.

8. Shipping & Handling Charges

• Shipping costs, if applicable, are displayed at checkout.
• For approved returns or replacements, return shipping costs are borne by ENIGMA-X.

9. Refund Processing

• Refunds are initiated only after the returned item reaches our warehouse and passes inspection.
• Refunds are processed to the original payment method.
• For COD orders, refunds are issued via UPI or bank transfer, and customers must provide accurate bank details.
• Processing time: 7–10 business days after inspection approval.

10. Dispute Resolution

In cases of dispute between customer claims and courier/shipping partner reports, refunds or replacements will be processed only after the shipping partner formally acknowledges the claim.

11. Final Authority

ENIGMA-X reserves the sole and final discretion to accept or reject any refund, return, or replacement request.