Exchange Policy

We strive to provide a smooth and satisfactory shopping experience. We understand that in certain situations customers may require an exchange due to sizing concerns, product issues, or other eligible circumstances.

This Exchange Policy explains the conditions, procedures, eligibility requirements, and limitations associated with product exchange requests placed through Fenzoria.shop.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Exchange Policy.

1. OUR EXCHANGE COMMITMENT

Customer satisfaction remains an important part of our business philosophy.

Where eligible and operationally feasible, Fenzoria may offer product exchange options to help customers receive a suitable replacement product.

All exchange requests are subject to review, verification, product availability, and compliance with this policy.

Approval of an exchange request is not automatic.

2. ELIGIBILITY FOR EXCHANGE

Exchange requests may be considered in situations including:

Size-Related Issues

  • Requested size does not fit as expected.
  • Customer wishes to exchange for another available size.

Damaged Products

  • Product received in damaged condition.

Defective Products

  • Product received with manufacturing defects.

Incorrect Product Received

  • Wrong item delivered.
  • Wrong variant delivered.
  • Wrong size delivered.

Incomplete Order Issues

  • Missing item confirmed after review.

All exchange requests remain subject to verification and approval.

3. EXCHANGE CONDITIONS

To qualify for exchange consideration, products should generally:

  • Be unused.
  • Be unworn.
  • Be unwashed.
  • Be in original condition.
  • Include original packaging where reasonably available.
  • Include original tags where applicable.
  • Not show signs of misuse or damage caused after delivery.

Products failing to meet exchange eligibility requirements may be declined.

4. NON-EXCHANGEABLE ITEMS

The following items may not be eligible for exchange except where required by applicable law:

  • Used products.
  • Washed products.
  • Altered products.
  • Customized products.
  • Personalized products.
  • Gift cards.
  • Promotional giveaway items.
  • Clearance items where specifically stated.
  • Products damaged after delivery due to misuse.
  • Products returned without authorization.

Additional restrictions may apply based on product category.

5. EXCHANGE REQUEST PROCESS

Customers wishing to request an exchange should contact our Customer Support Team.

Exchange requests should include:

  • Full Name
  • Order Number
  • Registered Email Address
  • Contact Number
  • Reason for Exchange
  • Product Details
  • Supporting Photos (If Applicable)

Providing complete information helps us review requests efficiently.

6. SIZE EXCHANGE POLICY

For apparel and fashion products, customers may request an exchange for an alternative available size where operationally feasible.

Size exchanges are subject to:

  • Stock availability.
  • Product condition review.
  • Policy compliance.
  • Operational limitations.

Requested replacement sizes cannot be guaranteed until inventory availability is confirmed.

7. STOCK AVAILABILITY

All exchanges remain subject to inventory availability.

If an identical replacement product is unavailable, possible alternatives may include:

  • Alternative size (if available)
  • Alternative variant (if available)
  • Store resolution options
  • Other solutions determined appropriate after review

Availability may change without notice.

8. DAMAGED OR DEFECTIVE PRODUCTS

Customers receiving damaged or defective products should contact us promptly.

Supporting evidence may be requested, including:

  • Product photographs
  • Packaging photographs
  • Order information
  • Description of the issue

Following review, an exchange, replacement, refund review, or other resolution may be considered where appropriate.

9. INCORRECT PRODUCT DELIVERED

If a customer receives an incorrect product, incorrect size, incorrect variant, or incomplete shipment, our support team should be notified as soon as reasonably possible.

After verification, an appropriate resolution may be offered in accordance with applicable policies.

10. EXCHANGE SHIPPING PROCEDURES

Where an exchange request is approved, customers may receive instructions regarding:

  • Return procedures
  • Packaging requirements
  • Shipping arrangements
  • Documentation requirements

Customers should not send products without receiving instructions from our support team.

Unauthorized shipments may result in delays or rejection.

11. EXCHANGE REVIEW PROCESS

Each exchange request may be reviewed based on:

  • Product condition
  • Supporting evidence
  • Order history
  • Inventory availability
  • Fraud prevention review
  • Policy compliance

Additional information may be requested when necessary.

12. FRAUD PREVENTION

To protect customers and maintain platform integrity, exchange requests may be reviewed for:

  • Fraud prevention
  • Abuse detection
  • Repeated policy misuse
  • Unauthorized claims
  • Risk assessment purposes

Submission of misleading or fraudulent information may result in request denial and account restrictions where appropriate.

13. LIMITATIONS OF EXCHANGE APPROVAL

Fenzoria reserves the right to decline exchange requests where:

  • Eligibility requirements are not met.
  • Requested products are unavailable.
  • Evidence cannot be reasonably verified.
  • Products show signs of use.
  • Policy abuse is suspected.
  • Fraud prevention concerns arise.

All exchange decisions are made following reasonable review procedures.

14. RELATIONSHIP WITH OTHER POLICIES

This Exchange Policy should be read together with:

  • Terms of Service
  • Refund & Return Policy
  • Shipping Policy
  • Cancellation Policy
  • Payment Policy
  • Privacy Policy

Where multiple policies apply, they should be interpreted together.

15. POLICY MODIFICATIONS

Fenzoria reserves the right to modify, amend, replace, revise, or update this Exchange Policy at any time.

Changes become effective upon publication on the website unless otherwise required by applicable law.

Customers are encouraged to review this page periodically.

16. CONTACT US

For exchange-related assistance, please contact our Customer Support Team.

  • BUSINESS ADDRESS :- Warehouse No. 24, Cargo & Logistics Zone Plot No. 178–192, Phase-II, SIDCUL Industrial Area Near Freight Terminal & Central Warehousing Complex, Selaqui Road, Selaqui Industrial Area, Dehradun, Uttarakhand 248197 India

CUSTOMER SUPPORT HOURS

  • Monday – Saturday: 10:00 AM – 6:00 PM IST
  • Sunday: Limited Support Availability
  • Public Holidays: Response times may vary.

CUSTOMER SATISFACTION COMMITMENT

At Fenzoria, we appreciate every customer and continuously work to provide professional support, transparent policies, and fair resolution processes. Our team remains committed to reviewing eligible exchange requests responsibly and efficiently.