Return & Exchange Policy

At Fashzeo, we aim to make your shopping experience smooth and worry-free. If something doesn’t work for you, we offer returns and exchanges within 7 days of delivery, subject to the policy outlined below.

1. Eligibility (Applies to Both Return & Exchange)

1.1 Requests must be raised within 7 days of receiving your order.
1.2 Items must be:

  • Unused and unwashed
  • In original packaging
  • With all tags intact

1.3 Clear images of the product(s) with tags intact are mandatory while submitting a request.
1.4 Requests may be rejected if images are unclear or invalid.
1.5 Items purchased using Store Credit are not eligible for return or exchange.
1.6 Product colors may vary slightly due to lighting and screen resolution.

2. Request Limit & Handling Fee (Important)

2.1 A ₹99 return/exchange handling fee is charged once per request, regardless of the number of items.
2.2 You may include up to 5 item-order numbers in a single request.
2.3 All items in a request must fall within the 7-day eligibility window from their respective delivery dates.
2.4 A single ₹199 handling fee applies per request.

3. One Order = One Request (Very Important)

3.1 Only one return OR exchange request is allowed per order number.
3.2 Once a return or exchange is processed, no further requests will be accepted for the same order.

4. Exchange Request Verification Timeline

4.1 Please allow 24–48 hours after submitting your request for review and verification before approval.

5. Two-Step Verification Process (Mandatory)

All return and exchange requests go through the following checks:

5.1 Digital Verification

  • Review based on images and details submitted
  • Requests failing quality or image checks may be rejected

5.2 Physical Verification

  • After pickup, items are inspected at our facility
  • If the product does not meet quality standards, the request may be rejected and the item will be shipped back

⚠️ Note: The ₹199 handling/exchange fee is non-refundable, even if the physical verification fails.
⚠️ Approval at the digital stage does not guarantee final approval.

6. Product Match Is Mandatory

6.1 Ensure the correct product(s) and reason are selected while raising the request.
6.2 Our courier partner will pick up only the approved product(s) mentioned in the request.

7. Mismatch at Pickup

7.1 If the item handed over does not match the approved request:
      Pickup will be cancelled immediately by the courier executive.

8. Full Set / Combo Exchanges Only

8.1 Products sold as a set or combo must be exchanged as a complete set.
8.2 Individual items from a combo cannot be exchanged separately.

9. Service Availability

9.1 Reverse pickup is subject to courier service availability in your area or pincode.

10. Exchange Policy

10.1 Same-product size exchanges are fulfilled through direct replacement, subject to size availability and serviceability. Different-product exchanges are processed through Store Credit.
10.2 Store Credit is valid for 13 months from the date of issue.
10.3 If you wish to exchange your product for a different product, the exchange will be processed through Store Credit.
10.4 Same-product size exchanges and different-product exchanges are subject to product availability.

11. Exchange Fee & Timeline

11.1 A ₹99 exchange handling fee per request applies.
11.2 The fee must be paid using prepaid payment methods only.
11.3 Same-Product Size Exchange:

  • Request is reviewed within 24–48 hours.
  • Once approved, the replacement size is arranged, subject to availability and serviceability.
  • The replacement product is delivered while the original product is collected at the same time, where this service is available for your pincode.
  • The returned product will undergo physical verification after collection.

11.4 Different-Product Exchange:

  • Request is reviewed within 24–48 hours.
  • Reverse pickup is arranged within 1–3 working days, subject to courier availability.
  • After successful physical verification, Store Credit is issued within 2–3 working days.
  • The customer can then use the Store Credit to place an order for the new product.

12. Different-Product Exchange Using Store Credit

12.1 If you wish to exchange your product for a different product, Store Credit will be issued after the returned product is successfully received and physically verified.
12.2 If the new product costs more than your available Store Credit, you can pay the difference at checkout.
12.3 If the new product costs less than your available Store Credit, the remaining balance will stay available as Store Credit.
12.4 Store Credit is valid for 13 months from the date of issue.

13. Return Policy

13.1 All approved returns are issued as Store Credit only.
13.2 No monetary refunds (bank, UPI, card) are provided.
13.3 Store Credit is valid for 13 months from the date of issue.

14. Return Fee & Timeline

14.1 A ₹99 return handling fee per request applies.
14.2 Fee must be paid using prepaid payment methods only. 
14.3 Once the fee is paid:

  • Requests are reviewed within 24–48 hours
  • Reverse pickup is arranged within 1–3 working days, subject to courier availability.
  • After successful physical verification, Store Credit is issued within 2–3 working days.

15. Second Return / Exchange Requests

15.1 Second return or exchange requests are not allowed for the same order.
15.2 Orders placed using Store Credit are final and non-returnable/non-exchangeable.

16. Damaged / Defective / Wrong / Incomplete Orders

16.1 If you receive a damaged, defective, incomplete, or incorrect product:

  • Notify us within 24 hours of delivery by raising a TICKET from your Fashzeo Account

16.2 Share clear photo and/or video proof of:

  • The product issue
  • Outer packaging (with shipping label)
  • Unboxing video (mandatory)

16.3 No return or exchange handling fee will be charged for approved cases where Fashzeo has sent an incorrect, damaged, defective, or incomplete product.

17. Important – Unboxing Video Mandatory

📦 Please record a complete unboxing video from the moment the package is opened.
This is mandatory to process any claims related to missing, damaged, defective, incorrect, or incomplete products.
17.1 The video must clearly show:

  • The sealed package
  • Opening of the package
  • The product(s) inside

17.2 Claims submitted without a complete unboxing video will not be accepted.
17.3 Fashzeo reserves the right to deny claims if damage occurred after successful delivery.
17.4 Accounts showing repeated or fraudulent claims may be restricted.
17.5 Approved cases will receive a replacement with the correct product(s).

18. Pickup Attempts & Failures

18.1 Our courier partner will make up to three pickup attempts.
18.2 If pickup fails after three attempts, the request will be marked as failed.
18.3 Pickup will be reinitiated only after you raise a TICKET from your Fashzeo Account.

19. Important Notes

19.1 Shipping charges (if any) are non-refundable.
19.2 If your order shows “Delivered” but not received, notify us within 72 hours (3 days).
19.3 Please take a photo or video while handing over the parcel to the courier.
19.4 Hand over only the approved item(s).
19.5 For any other concerns, raise a TICKET from your Fashzeo Account. Our team aims to respond within 24 hours.