Cancellation and Return Policy
Cancellation Policy
Cancellation before shipment:
If the order or the item(s) that you want to cancel have not been shipped yet, you can cancel it right from your account dashboard or write to our customer support team on care@frinla.in or call us on +91 72005 88992 .
In such cases, the order will be cancelled and the money will be refunded to you within 1 – 3 working days after the cancellation request. In some circumstances, it might take upto 7 working days.
Cancellation post shipment:
If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on care@frinla.in or call us on +91 72005 88992 .
- In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
- Refund will be initiated once we receive the product(s) back and verify its packaging/condition.
How will I get refunded for the cancelled orders and how long will this process take?
In case of cancellation before shipment, we process the refund within 1 – 3 working days 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 24-48 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 Frinla coupons and reward points, which can be used during future purchases.
What if I used discount vouchers or reward points 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 reward points for an order, the same will be credited back to your account in the case of a cancellation.
Returns, Replacements and Refunds
At Frinla, we have a 7 day return window. Within this period, you can choose to return your product if you think you will not be satisfied with it.
How do I return an item purchased on Frinla?
Frinla 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 (care@frinla.in) 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 an image of the product 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 cases when a replacement may not be 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:
- 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
- Defective products that are covered under Seller/Manufacturer’s warranty
- Product is used or altered
- If request is initiated after 7 days of order delivery
- Free product provided by brand
Categories not eligible for Return:
- Products on sale cannot be returned since they are available during select promotions and ordered on demand
- Personal care appliances cannot be returned due to hygiene issues
- Electronic items like breast pump, etc
Can I return part of my order?
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.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, 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 1 – 3 working days 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 1 – 3 working days 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 Frinla coupons and reward points, which can be used during future purchases.
