Return, Refund & Replacement Policy

Customer satisfaction is important to us. We understand that there may be situations where customers need assistance regarding returns, refunds, replacements, damaged products, incorrect deliveries, or order-related concerns.

This Return, Refund & Replacement Policy outlines the conditions, procedures, eligibility requirements, and responsibilities associated with return and refund requests made through Fenzoria.shop.

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

1. OUR COMMITMENT TO CUSTOMERS

We strive to provide a reliable shopping experience and deliver products that meet customer expectations.

If an eligible issue arises with your order, our support team will review your request in accordance with this policy and provide assistance where applicable.

Each request is reviewed individually to ensure a fair and transparent resolution process.

2. RETURN ELIGIBILITY

Customers may be eligible to request a return under certain circumstances, including but not limited to:

Eligible Situations

  • Incorrect product received.
  • Product significantly different from the item ordered.
  • Product received in damaged condition.
  • Product received with manufacturing defects.
  • Product received incomplete due to shipping errors.
  • Product received in unusable condition caused prior to delivery.

To qualify for review, products should generally:

  • Be unused where applicable.
  • Be returned in original condition where reasonably possible.
  • Include original tags, packaging, accessories, and documentation if available.
  • Not show signs of misuse, intentional damage, or unauthorized alteration.

Approval of return requests remains subject to verification and review.

3. NON-RETURNABLE ITEMS

For hygiene, safety, operational, customization, or other legitimate reasons, certain items may not be eligible for return unless required by applicable law.

Examples may include:

  • Used products.
  • Products showing signs of wear.
  • Altered products.
  • Customized or personalized products.
  • Gift cards.
  • Downloadable digital products.
  • Promotional giveaway items.
  • Products damaged after delivery due to customer misuse.
  • Products returned without reasonable supporting information when requested.

Certain products may have additional restrictions disclosed on the product page.

4. RETURN REQUEST TIMEFRAME

Customers should contact our support team as soon as possible after receiving their order if they believe an issue exists.

Delays in reporting issues may affect our ability to investigate and process requests effectively.

Customers are encouraged to inspect delivered products promptly upon receipt.

5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If you receive:

  • A damaged item,
  • A defective item,
  • An incorrect item,
  • An incomplete shipment,

please contact us promptly with:

  • Order Number
  • Full Name
  • Registered Email Address
  • Description of the Issue
  • Clear photographs showing the problem

Providing supporting documentation helps us review claims efficiently and determine the most appropriate resolution.

6. REPLACEMENT POLICY

Where appropriate and subject to review, Fenzoria may offer a replacement for eligible products.

Replacement eligibility may depend upon:

  • Product availability.
  • Nature of the issue.
  • Verification results.
  • Inventory status.
  • Operational feasibility.

If an identical item is unavailable, alternative resolutions may be considered.

7. REFUND ELIGIBILITY

Refund requests may be reviewed under circumstances including:

  • Approved return requests.
  • Confirmed shipping errors.
  • Verified damaged products.
  • Verified defective products.
  • Confirmed inventory issues.
  • Eligible order cancellations.
  • Other situations determined appropriate after review.

Refund approval is not automatic and remains subject to investigation, verification, and compliance with this policy.

8. REFUND METHOD

Approved refunds are generally issued through the original payment method used during checkout whenever possible.

Where original payment processing is unavailable or restricted, alternative lawful methods may be used where appropriate.

The refund destination must belong to the individual associated with the original transaction unless otherwise required by law.

9. REFUND PROCESSING TIME

Once a refund has been approved and processed, financial institutions, payment processors, banks, and card issuers may require additional time to complete the transaction.

Actual processing timelines may vary depending on:

  • Payment provider policies.
  • Banking procedures.
  • National holidays.
  • Technical processing requirements.
  • Regulatory obligations.

Fenzoria does not control third-party banking or payment processing timelines.

10. RETURN SHIPPING

Where a return is approved, customers may be provided with return instructions.

Return shipping arrangements may vary depending on:

  • Product type.
  • Customer location.
  • Nature of the issue.
  • Verification results.
  • Operational requirements.

Customers should not return products without obtaining authorization from our support team.

Unauthorized returns may experience processing delays or rejection.

11. ORDER REFUSAL OR DELIVERY FAILURE

If a shipment cannot be completed because of circumstances attributable to the customer, including but not limited to:

  • Incorrect address submission.
  • Incomplete address information.
  • Repeated delivery refusal.
  • Failure to receive the shipment.
  • Failure to respond to courier requests.

Additional charges, deductions, delays, or restrictions may apply where permitted by applicable law and operational requirements.

12. FRAUD PREVENTION REVIEW

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

  • Fraud prevention.
  • Abuse detection.
  • Policy compliance.
  • Verification purposes.

We reserve the right to request reasonable supporting information before approving requests.

Submission of false claims may result in request denial, account restrictions, order limitations, or other appropriate actions.

13. CHARGEBACKS AND PAYMENT DISPUTES

Customers are encouraged to contact Fenzoria before initiating a payment dispute or chargeback.

Our support team is often able to assist in resolving concerns quickly and efficiently.

Where a chargeback or payment dispute is initiated, order processing, refunds, replacements, account privileges, or future purchases may be subject to review.

14. LIMITATION OF POLICY

This policy does not remove or limit any rights that customers may have under applicable consumer protection laws.

Where local law provides additional protections, those protections will continue to apply.

15. POLICY CHANGES

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

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

Customers are encouraged to review this page periodically.

16. CONTACT US

For return, refund, replacement, or order-related assistance, please contact us:

  • 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.

IMPORTANT CUSTOMER NOTICE

Before submitting a return, refund, or replacement request, please ensure:

  • Your order information is accurate.
  • Supporting documentation is available if required.
  • You have contacted customer support first.
  • You have reviewed all relevant website policies.

Our team is committed to providing fair, transparent, and professional assistance throughout the resolution process.