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RETURN AND REFUND POLICY

Last Updated: 1st April 2024

Thank you for shopping at FAVE. We value our customers and strive to provide the best shopping experience. If you encounter an issue with your order, please review our return, replacement and refund policy carefully.

1. GENERAL RETURN POLICY

At FAVE, customer satisfaction is our priority. However, due to the nature of our business, all items purchased from FAVE are non-returnable, except under the following conditions:

  • a. Wrong item received – If the item delivered to you differs from what was ordered.
  • b. Defective item received – If the item has a manufacturing defect or does not function as intended.
  • c. Damaged item received – If the item arrives physically damaged due to mishandling during delivery.

2. CONDITIONS FOR RETURNS

At FAVE, we strive to maintain a fair and transparent return policy that protects both buyers and sellers while ensuring customer satisfaction. To qualify for a return, the following conditions must be met:

  • 2.1 Return Period: The item must have been purchased within the last 1-7 days, depending on the specific product category. Returns outside this period will not be accepted unless explicitly stated otherwise. The return window starts from:

    1. a. The date the buyer received the item, OR
    2. b. The date a third party appointed by the buyer (excluding the delivery carrier) took possession of the item.

  • 2.2 Original Condition & Packaging: The item must be in its original, unused condition and must include all original packaging materials, accessories, manuals, and labels. Any item that has been used, washed, or altered in any way may not be eligible for return.

  • 2.3 No Unauthorized Repairs or Alterations: If an item arrives defective or damaged, it must not be altered, repaired, or tampered with in an attempt to fix or correct the issue. Items that show signs of self-repair or modification will be considered non-returnable, and no refunds or replacements will be issued.

  • 2.4 Discretionary Rights – FAVE reserves the right to decline a return request if the item fails to meet the conditions outlined above. Additionally, FAVE and its partnered sellers retain the discretion to evaluate return requests on a case-by-case basis.

  • 2.5 Your Rights: Your right to return the products shall apply exclusively to the products that are returned in the same condition in which you received them. No reimbursement will be made if the product has been used, for products that are not in the same condition as when they were delivered or if they have been damaged/ tampered. Please return the products, including all their original packaging, instructions, and other documents, if any, accompanying the products. In any case, you must send the product to be returned together with the receipt/ invoice that was received when the product was delivered.

3. RETURN REQUEST PROCEDURE

To initiate a return, please follow these steps:

  • 3.1 Notify Us: Submit a return request through your website FAVE account. Provide a clear description of the issue along with supporting evidence (e.g., photographs of the item and packaging).
  • 3.2 Verification: Our team will review your request and may contact you for additional details. If the return is approved, you will receive further instructions on how to proceed.
  • 3.3 Return Process: Once approved, our logistics partner will arrange for pickup of the item at your preferred location. Please ensure that the item is securely packaged in its original condition with all accessories, labels, and packaging materials intact.
  • 3.4 Inspection & Refund Processing: Upon receiving the returned item, our quality control team will inspect it. If the return request meets all required conditions, we will proceed to the next steps.
  • 3.5 Replacement Policy: We currently offer replacement only for eligible returned items. A replacement will be arranged where applicable, subject to availability and confirmation by the merchant.
  • 3.6 Refund Conditions: Refunds will only be processed if the merchant is unable to replace the item. In such cases, refunds will be issued within 15 working days using the original payment method.

4. CANCELLATION OF RETURN REQUEST

A request for return once made can be cancelled by contacting Customer Service. In case the Logistics Service provider arrives to receive the shipment and you want to cancel the request, you may choose to inform the logistics service provider that you do not wish to return the product. You will receive an email or SMS notification at the email address or mobile number provided to us canceling your return request.

5. FRIVOLOUS COMPLAINTS

In the event of frivolous or baseless complaints or requests regarding the quality or content of the products, we reserve the right to take necessary legal actions against you and you will be solely liable for all costs incurred by us in this regard.

6. RETURN SHIPPING PROCESS

  • Self-Send Process: In case of return of product initiated and subsequent courier of the product by you, if it is found that the returned product was not delivered to us or any other designated location specified or the package was empty, the onus shall be on you to prove through submission of proof of delivery from the concerned courier service provider to establish your claim of return. We are not liable to process the return request until satisfactory proof of delivery is provided to us. In case of damage claims, we may ask for pictures of the damaged product before it is approved or allowed for return.
  • Our Shipping Process: For return shipping managed by us, you will need to hand over the product to the assigned logistics service provider at the time of pickup. In the event the logistic service provider makes attempts to pick up the product and you are unavailable or not ready to hand over the product, we or logistics service provider will not be held responsible for the delay in pickup or processing of the quality check by us and hence the refund. A maximum of 2 attempts will be made by the logistics service provider to pick up the product to be returned.

7. INFORMATION DISCREPANCY

In case of any discrepancy in the status of pickup of a product arranged by us, (where you claim the product has been returned, while our system suggests otherwise) replacement or refund will be initiated only if you successfully furnish the courier slip given by our assigned logistics service provider at the time of the pickup.

8. PERIOD FOR REPLACEMENT & REFUND

  • 8.1 Replacement Period: Items eligible for replacement must be reported within 7 days of delivery. Replacement will only be processed after the returned item passes our quality check and meets all return conditions.

  • 8.2 Refund Period: Refunds are typically processed within 7–14 working days after successful quality inspection of the returned product, and may take up to 15 working days depending on banking or payment channels.

    Please note:

    1. a. Any interest charged by your bank before the return/cancellation request was raised will not be refunded.
    2. b. We are not responsible for errors or delays caused by banks or third-party payment service providers.
    3. c. Refunds are only issued if the merchant is unable to replace the item.

9. MODE OF PAYMENT REFUND

  • 9.1 The mode of refund of payments cannot be changed at any stage as the refund amount is transferred to your source account. Refunds are paid back to the source of payment.
  • 9.2 Refunds cannot be processed to third-party accounts, i.e. the name provided in the User Account should match with the name of the bank account holder provided for the refund. A refund initiation confirmation by email or SMS at the email address or mobile number provided to us will be sent to you.