Refund policy

Return, Damage & Refund Policy - We5 Emerald

At We5 Emerald (Ranuja Enterprise), every piece of glassware and crockery is inspected and packed in multi-layer protective packaging before dispatch.

Please review our policy below regarding transit breakages, returns, and refunds.

1. Transit Breakage & Damage Policy (No Physical Returns Required)

For health, safety, and courier compliance reasons, we strictly do not accept physical returns of broken, cracked, or chipped glassware. Please do not attempt to ship broken glass back to our facility.

If your order arrives damaged or defective in transit, you are eligible for an immediate, free replacement or full refund without sending the product back:

Reporting Window: You must report the damage within 48 hours of delivery.

How to Report: Email us at ranujaenterprise.in@gmail.com or message our support team with:

  1. Your Order Number.
  2. Clear photographs or a short video showing the damaged glass piece and the outer box with the shipping label visible.

Resolution: Once verified by our team (usually within 24 hours), we will dispatch a brand new replacement at zero additional cost. If the item is out of stock, a 100% refund will be issued immediately to your original payment method.

2. General Returns & Eligibility (Unused Items Only)

If you received an intact item and wish to request a return:

  • You have 7 days from the date of delivery to request a return.
  • Condition: The item must be unused, unwashed, in its original brand packaging with all protective foam, and in sellable condition.
  • Hygiene & Fragility Exclusion: Due to the fragile nature and sanitary standards of drinkware, items that have been used, washed, or had their protective inner seals discarded cannot be returned.

To initiate an unused item return, email ranujaenterprise.in@gmail.com. Items returned without prior authorization will not be accepted.

3. Non-Returnable Items

The following items cannot be returned:

  • Items reported after the 48-hour delivery window for damage.
  • Items damaged due to domestic mishandling, drops, or improper thermal shock usage (e.g., pouring boiling water into non-borosilicate glass).
  • Clearance / Final Sale items and digital gift cards.

4. Wrong Item Received

If you receive an incorrect product or missing set count, contact us within 48 hours of delivery at ranujaenterprise.in@gmail.com. We will dispatch the correct item immediately at our expense.

5. Refunds & Processing Timeline

  • Approved Transit Claims: Refunds for damaged or out-of-stock items are processed within 2–3 business days without requiring a return pickup.
  • Approved Unused Returns: Once your return is received at our facility and inspected, your refund will be credited to your original payment method (Credit/Debit Card, UPI, Net Banking) within 5 to 7 business days.
  • If you have not received your approved refund after 10 business days, please contact us at ranujaenterprise.in@gmail.com.

6. Contact Information

  • Operating Entity: Ranuja Enterprise
  • Brand: We5 Emerald
  • Support Email: ranujaenterprise.in@gmail.com
  • Support Helpline / WhatsApp: +91 96191 34347
  • Warehouse / Registered Address: Room No. 7, Tirupati Chawl, Road No. 3, Jay Durga Nagar, Near BMC Ground, Sahargaon, Vile Parle(E), Mumbai, Maharashtra - 400099