Return & Cancellation

Return and Cancellation Policy

Introduction: We are committed to providing a seamless and satisfying experience to our customers. We understand that there may be instances where you need to cancel an order or request a refund. This Refund and Cancellation Policy is designed to explain the specific terms and conditions for each category of products and the corresponding refund options available to you.

               Returns Policy

Order Cancellation:

  • Customers can cancel their orders at any time before the products are shipped.
  • To cancel an order, please contact our customer support team via email or phone and provide your order details.
  • Orders that have already been shipped cannot be canceled.

Refund Categories: a. Non-Perishable Goods:

  • Non-perishable goods include items such as clothing, electronics, home decor, and accessories.
  • If you wish to return a non-perishable item, please initiate the return process within 7 days from the date of delivery.
  • The item must be unused, in its original packaging, and in resalable condition.
  • Upon receiving and inspecting the returned item, we will initiate the refund process.
  • Refunds will be issued to the original payment method used for the purchase.
  1. Perishable Goods:
  • Perishable goods encompass products like fresh produce, dairy products, and baked goods.
  • Due to their nature, perishable goods are non-returnable.
  • If you receive a perishable item that is damaged or spoiled, please contact our customer support team within 4 hours of delivery.
  • We will investigate the issue and provide appropriate compensation, which may include a refund or replacement.

                      

  1. Personalized Items:
  • Personalized items are products that are customized according to your specifications, such as engraved jewelry or monogrammed items.
  • Unfortunately, personalized items cannot be returned or refunded unless they are defective or there was an error on seller part.
  • If you encounter any issues with a personalized item, please contact our customer support team within 7 days of delivery.
  1. Digital Products:
  • Digital products include downloadable content, software, and online courses.
  • Once a digital product has been purchased and accessed, it is non-refundable.
  • If you encounter any technical issues or have questions regarding a digital product, please contact customer support team of Brands for assistance.

Damaged or Defective Items:

  • If you receive a damaged or defective item, please notify our customer support team within 3 days of delivery.
  • Provide detailed information and, if possible, include supporting documentation or images of the damaged or defective item.
  • We will assess the situation and provide a suitable resolution, which may include a refund, replacement, or repair.

Third-Party Sellers:

  • Products available on Familywala may be sold by third-party sellers.
  • Each seller may have their own specific return and refund policies, which will be clearly stated on the respective product pages.
  • Please review the seller’s policies before making a purchase.

Customer Support and Contact Information:

  • For any queries, assistance, or further clarification regarding our refund and cancellation policy, please reach out to customer support team.
  • You can contact us via email at Contact@familywala.com.
  • Our customer support team is available 10-18 pm[hours of operation] to assist you.

Return Shipping:

  • For non-perishable goods and personalized items that are eligible for returns, customers are responsible for the return shipping costs, unless the return is due to a defect or an error on our part.
  • We recommend using a track able shipping method to ensure the safe return of the item.
  • In the case of a damaged or defective item, we may provide a prepaid shipping label or arrange for a pickup.

Refund Processing Time:

  • Once we receive and inspect the returned item, we will initiate the refund process.
  • Please allow up to 7 business days for the refund to be processed and reflected in your account.
  • The exact processing time may vary depending on your bank or payment provider.

Partial Refunds:

  • In some cases, a partial refund may be issued based on the condition of the returned item.
  • If the item is not in its original condition or if parts are missing, a deduction may be made from the refund amount.

Cancellation of Services:

  • If you wish to cancel a service subscription or membership, please follow the specific cancellation instructions provided within the service’s terms and conditions.
  • Cancellation requests should be submitted within the designated timeframe to avoid any renewal charges.

             Change of Mind:

  • If you change your mind after placing an order but before it is shipped, please contact our customer support team immediately to request cancellation.
  • If the order has already been processed or shipped, the standard return policy will apply.

   

 

       Refund Method:

  • Refunds will generally be issued using the original payment method used for the purchase.
  • In case the original payment method is no longer valid, we may issue the refund through an alternative method.

          Communication Regarding Refunds and Returns:

  • We will communicate with you via email or phone throughout the refund and return process.
  • It is important to provide accurate contact information and promptly respond to any inquiries or requests for information to ensure a smooth resolution.

       Legal Compliance:

  • Our Refund and Cancellation Policy is designed to be in compliance with applicable consumer protection laws and regulations.
  • If any part of this policy conflicts with local laws, the relevant laws will prevail.

      Order Modification:

  • Once an order has been placed, modifications such as changes to the shipping address or adding/removing items may not be possible.
  • If you need to make changes to your order, please contact our customer support team as soon as possible and we will assist you based on the order’s status.

      Pre-Orders and Backordered Items:

  • For pre-ordered or backordered items, cancellations are generally allowed until the item is shipped.
  • If you wish to cancel a pre-ordered or backordered item, please contact our customer support team to initiate the cancellation process.

Clearance and Sale Items:

  • Clearance and sale items are often offered at discounted prices.
  • Returns and refunds for clearance and sale items are subject to our standard return policy, unless specifically stated otherwise on the product page.

 

Store Credit:

  • In certain cases, instead of a refund to the original payment method, we may offer store credit as an alternative.
  • Store credit can be used towards future purchases on Familywala and is typically valid for a specified period.

Discontinued Products:

  • If a product you have purchased is later discontinued, we will still honor returns and refunds according to our refund policy.
  • In such cases, we may offer a refund, replacement, or store credit for the discontinued item.

International Returns and Customs:

  • For international orders, customers are responsible for any customs duties, taxes, or fees associated with the return shipment.
  • If customs charges are levied upon the return, we reserve the right to deduct these charges from the refund amount.

Modification and Termination of Policy:

  • Familywala reserves the right to modify, update, or terminate this Refund and Cancellation Policy at any time without prior notice.
  • Any changes made to the policy will be effective immediately upon posting on our website.

 

Contact Customer Care

Email: CC@familywala.com

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