REFUND POLICY
3.1 Overview
FragTrends' refund policy provides clear guidelines on when and how refunds are processed. All refunds comply with the Indian Consumer Protection Act, 2019. Blanket "no refund" policies are not enforceable; therefore, customers retain rights as per Indian law.
3.2 Refund Eligibility
Eligible for Refund:
✓ Unopened, sealed perfume bottles (factory condition)
✓ Defective or damaged products (quality issues, leakage, wrong batch)
✓ Wrong product shipped (our fulfillment error)
✓ Product not matching website description
✓ Cancelled order (prior to dispatch)
✓ Request initiated within 7 days of delivery
Not Eligible for Refund:
❌ Opened or used perfumes (hygiene regulation)
❌ Products beyond 7-day refund window
❌ Discounted/promotional purchases marked "final sale"
❌ Customized fragrances or special orders
❌ Damage caused by customer mishandling after delivery
❌ Return initiated without proper authorization
3.3 Refund Process
Phase 1: Refund Request Submission (Days 1-7 after delivery)
· Contact FragTrends via email or WhatsApp
· Provide: Order ID, reason for refund, photographs of sealed bottle and packaging
· Response within 24-48 hours with eligibility determination
Phase 2: Approval & Authorization (Days 2-4)
· If approved, receive Return Authorization Number (RAN) via email
· Instructions for return shipment provided
· Approval valid for 10 days from issuance
Phase 3: Return Shipment (Days 5-10)
· Customer arranges and pays for return courier
· Ship package securely with RAN number visible
· Recommended courier: Indigo, DTDC, or similar (with tracking)
· Maintain proof of return (AWB number)
Phase 4: Warehouse Inspection (Days 11-17)
· FragTrends receives and inspects package
· Product condition verified against return criteria
· Inspection timeline: 3-5 working days
· Customer notified of inspection results via email
Phase 5: Refund Processing (Days 18-24)
· If approved: Refund initiated to original payment method
· If rejected: Customer notified with detailed reason; package retained (customer may claim or dispute)
Phase 6: Refund Settlement (Days 25-30)
· Refund processing time with bank: 5-7 working days
· Online payments: Credit to account within 24-48 hours
· Bank transfers: 5-7 business days (depends on customer's bank)
3.4 Refund Amount Breakdown
Full Refund Scenarios:
· ₹ [Product Price] + GST (included in refund)
· Return shipping cost: Not refunded (customer's responsibility)
· Original shipping cost: Not refunded (one-way delivery service)
Partial Refund Scenarios:
· Product has minor damage during transit: 10-20% deduction
· Security seal partially tampered (product sealed inside): 5% deduction
· Missing box/packaging: 15% deduction
· Missing batch code or authenticity markers: 20% deduction
No Refund Scenarios:
· Product opened/used: ₹0 (no refund)
· Outside return window: ₹0 (no refund)
· Promotional/discount purchase: ₹0 (no refund)
3.5 Refund Method
Refunds are processed to:
1. Original payment method (credit card, debit card, UPI, net banking)
2. Timeframe: 5-7 business days after approval
3. No cash refunds (as per e-commerce best practices)
Refund to UPI/Online Payment:
· Instant to 24 hours
Refund to Bank Account (Debit/Credit Card):
· Depends on issuing bank
· Typically 2-7 working days
Refund to Net Banking:
· 1-3 working days
3.6 Special Refund Scenarios
Damaged in Transit:
· Photograph damage immediately upon receipt
· Report within 3 days of delivery
· Submit damage photos and video (unboxing) to support
· Refund or replacement offered
· Courier insurance claim may be filed (up to ₹500)
Leaking Perfume:
· Report within 1 day of delivery
· Provide photographs of leak and packaging damage
· Full refund or replacement without return requirement (safety concern)
Wrong Product Shipped:
· Report immediately upon receipt
· Our fulfillment error: Full refund + prepaid return label provided
· Return shipping cost covered by FragTrends
Return Address: Fragtrends warehouse, mallahitola jalnigum road thakurganj
lucknow. 226003
Order Never Received:
· Report within 3 days of expected delivery
· File trace request with courier partner
· If unresolved within 7 days: Full refund or reshipment
· Customer must provide proof (tracking, SMS notifications)
3.7 Non-Refundable Items
As per Indian law and consumer protection regulations, only the following qualify for absolute non-refund:
· Items explicitly purchased under "final sale" promotions (clearly disclosed at checkout)
· Severely damaged items due to customer negligence (evidence required)
· Items outside return window without valid reason
Any other blanket "no refund" clause is UNENFORCEABLE under Consumer Protection Act, 2019.
3.8 Refund Disputes and Escalation
If a refund is denied:
1. Customer can request detailed explanation (within 24 hours)
2. FragTrends will provide photographic evidence of condition
3. If customer disagrees: Escalation to FragTrends Management (48-hour review)
4. Unresolved: Customer has right to file complaint with:
o District Consumer Commission
o Online Dispute Resolution (ODR) portal
o RBI Ombudsman (for payment-related issues)
Dispute Resolution:
· FragTrends values customer satisfaction
· All disputes resolved within 14 days
· Documented communication maintained
· Fair assessment of product condition
3.9 Refund Guarantee
FragTrends Commitment:
✓ Transparent refund process with clear timelines
✓ No hidden charges or deductions
✓ Respectful treatment of customer concerns
✓ Fair assessment of product condition
✓ Compliance with Indian Consumer Protection Act, 2019
