CANCELLATION POLICY
To cancel within 30 minutes of placing an order:
Please call our customer support team on
+916366468624. Your order will be cancelled and the money will be refunded
within 48-72 business hours after cancellation request.
Cancellation post shipment / delivery:
We are unable to cancel an order after it has
been dispatched or delivered except for the case of a quality issue, or if the
promised delivery time is not kept.
Return policy:
We make every effort to provide great customer
experience each time you shop with us. If you are not satisfied with your
purchase, please let us know and we will take the best promising actions to
resolve the issue.
In the unlikely case of any quality issue, we
request you to contact our Customer Service team on +916366468624 and your
order can be returned at no cost if it is Cash on Delivery (COD) terms of
payment.
In case of damaged goods, quality issues, or
error in delivery, we do 100% replacement. Our quality team can consider
complaints on case basis and use its discretion on such cases.
If we have delivered a wrong item, you have the
right to reject the delivery and you will be fully refunded for the missing
item. If we can only do a partial delivery (a few items might be not
available), our staff will inform you or propose a replacement for missing
items. You have the right to refuse a partial order before delivery and get a
refund. We take responsibility for wrong / partial delivery.
Returns, Replacements, Damaged and Refunds.
How do I return an item purchased on from
Freshease?
Freshease offers its customers a “Relaxed Return
policy”, where you can report a return / exchange request of a product within
30 minutes of receiving your order. We also accept partial returns where you
can raise a return request for one or all goods in your order.
Step 1: Contact our Customer Support team via
email (support@freshease.in) or call us at +916366468624 within 30 minutes of
receiving the order.
Step 2: Provide us with your order ID details
and your request to return / replace / refund your order. Kindly email an image
of the product and the invoice for our reference.
Step 3: We will pick up the products
within 1-2 hours of the same day. We will initiate the refund or replacement
process only if the products are received by us in their original packaging
with their seals, labels and barcodes intact.
Note: Replacement is subject to the availability
of stock. In case a replacement is not available, we will refund you the full
amount. Kindly refer to the next question for exclusions to refunds.
Which are the items that cannot be returned /
exchanged?
Returns will not be accepted under the
following conditions:
- If original packaging is damaged or product is used
- Product is returned without original packaging including
price tags, labels and barcodes
- If request is initiated after 30 minutes of receiving
the order
Can I return part of my order?
Yes. A return can be created at item level. If
you have ordered multiple items, you can initiate a return / replacement / refund
for any individual item. However, any product being returned needs to be
returned in full as well as any free gifts or products
which came along with it.
How will my refund be made?
For payment by credit card, debit card or net
banking, Mobile wallet, the refund will be processed to the same account from which the
payment was made, within 48-72 business hours of us receiving the products
back. It may take 2-3 additional business days for the amount to reflect in
your account.
For Cash on Delivery (COD) transactions, amount will be added to your Freshease wallet or please
call our customer support at +916366468624
When will I get my refund?
In case of cancellation before delivery, we
process the refund within 48-72 business hours after receiving the cancellation
request.
In case of cancellation once the order has
already been dispatched or if it is being returned, we will process the refund
once the products have been received and verified at our store.
What if I used discount vouchers or Freshers points or wallet during time of payment and I have to cancel my order?
Discount vouchers are intended for one-time use
only and shall be treated as used even if you cancel the order.
If you had redeemed Freshease points or Wallet for an order,
the same will be credited back to your Freshease account in the case of a cancellation.
FRESHEASE ECOMM INDIA PRIVATE LIMITED reserves the right to cancel any order if
it suspects any fraudulent transaction or breaches in the terms and conditions
of using the website.
