Returns, Refunds, Cancellations And Exchanges
How to place a return request?
Step 1 –o Raise a return/ replacement request within 2 days from the date of
delivery, if you’ve received wrong or expired product(s).
o Please raise a request through email.
(customercarefmc@gmail.com)
o In case of damaged/ missing product(s), raise a return/ replacement
request within 2 days from the date of delivery.
Step 2 – Give us 2 working days to review your return request.
Step 3 – After reviewing your return request, we may send our courier
partner to pick up the products delivered to you.
Step 4 – After your product(s) is received, we will verify it against the claim
and initiate the replacement or refund accordingly. Please note that
replacement will depend upon the stock availability.
Under what conditions can I return/ replace my product?
- Wrong product delivered
- Expired product delivered
- Damaged product delivered – Physical damage/ tampered product or packaging
- Incomplete order – missing products
Under what conditions return/ replacement requests will not be accepted?
- Opened/ used/ altered products.
- Original packaging (mono cartons, labels, etc.) missing.
- The damaged/ missing product is reported after 2 days from the date of delivery.
How are returns processed?
Once you request to return a product, a pickup is organised for the item. Our
courier partners will come to pick up the item within 5-7 business days after your
return request has been received. This item is then brought back to our
warehouse where it is checked by our quality control team. Once the product
passes the quality control, a refund is initiated.
Can I cancel my order?
Please raise a request via email. (customercarefmc@gmail.com)
OR
Please call us on +91 81300 52378 (Mon - Fri - 10 am to 5 pm), and we will help
you in cancelling the order.
Note - Orders can be only cancelled till the status is “Ready to Ship”.
During SALE:
No cancellations, no changes in number of items or order placed. You will not
receive a refund if the order must be cancelled. If the item is discounted/on sale, we will not cancel the order.
How will I receive the refund for my cancelled or returned product?
In case of prepaid orders, money will be returned to the bank account/
credit/debit card or where the payment was made from within 7 business working
days. For Cash on Delivery orders, customers will be required to provide bank
details where they would like to receive the refund.
How long does it take to receive a refund for a cancelled order or returned
product?
We will process your refund for a prepaid order within 7 business days in case of
cancellation of the order. In case of returns, we will refund the money after the
product has been received by our warehouse and quality checked. Please note,
this entire process takes 2 weeks after the return has been picked up.
As per the process update, we do not take requests for return until the product is
not damaged, wrong, expired.
Unboxing video guidelines
Online shopping is convenient and timely product delivery plays an important
role. Shipping is an important step of any e-commerce website, but this process
is prone to technical issues and human error that can sometimes be difficult to
correct quickly. To resolve any issue and claim damages, it is essential to have
evidence for it, especially in the use of a third-party courier service. This is why
we ask every customer to make an unboxing video every time they receive an
order. It is one thing that a customer can do at the time he or she receives the
product. We recommend you do this not only when you purchase something from
us but any online shopping you do.
The unboxing video is mandatory, and we will not be able to resolve any
complaints or answer queries without it. We use third-party courier services, and
working as a business, they have their set of guidelines and processes to solve
issues. We cannot be held responsible for damaged, missing products if you fail
to provide the video. Video as evidence will help us resolve your issues better
and quickly.
Guidelines
Inspect the package before receiving the product from the delivery boy. If it is
tampered, we request you to take a picture, reject the delivery and email the
package picture and your order details to customercarefmc@gmail.com
We will resolve your complaint at the earliest.
To record the video,
1. Hold the camera in a manner that your entire package is visible, and the
place is well-lit.
2. Show the shipping label on the camera (tracking number, address, and
product details should be clearly visible)
3. Show all sides of the pack in the video to display that the package is being
opened for the first time.
4. Once your break the seal, make sure all products are there in the box, and
the products are not damaged.
5. If all products are there and in good condition, you can stop the video, and
we wish you a happy skincare.
6. In case of damaged products or boxes, please show the close up of the
damaged part in the camera.
7. If the wrong products are delivered, share the delivered product and
shipment label in the video only.
Note: Video should be recorded without cuts, and everything should be in one
frame only.
