If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on firstname.lastname@example.org (Kindly mention your order number while mailing or texting).
How will I get refunded for the canceled orders and how long will this process take?
In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.
- In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking, 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 transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
- In addition, we also provide the hassle-free option of refund through Fentacia coupons, which can be used during future purchases.
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 loyalty points for an order, the same will be credited back to your account in the case of a cancellation.
How do I return an item purchased on Fentacia?
Fentacia offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in you order.
Step 1: Contact our Customer Support team via email email@example.com within 7 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email at least 4 clear images of the product, labels, and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. 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.
Step 4: We have a reverse pick up facility for most pin codes. For pin codes that are non- serviceable by our courier partners against the reverse pick up policy, you will have to self-ship the product(s).
Which are the items that cannot be returned/exchanged?
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse / overuse.
Returned without original packaging including, price tags, labels, original packing. freebies and other accessories or if original packaging is damaged
Serial Number is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty.
- Product is used or altered.
- If a request is initiated after 7 business days of order delivery.
- Free product provided by brand.
I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 7 days of receiving the order:
Step 1: Contact our Customer Support team via email firstname.lastname@example.org within 5 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share at least 3 clear images of the product, labels and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. 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: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.
Yes. The gift is included as a part of the item order and needs to be returned along with the originally delivered product.
Yes. A return can be created at item level and 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 including all components as well as any complimentary gifts or products which came along with it.