Return & Exchange Policy

At Fentra, we want you to be happy with your purchase. If you are not satisfied with your order, you can request a return or exchange subject to the terms below.

For any return, exchange, or refund-related queries, contact us at help@fentra.in.

1. Return & Exchange Period

· Returns and exchanges are accepted within 3 days of delivery.

· The request must be raised within this period by emailing help@fentra.in with your order number and reason for the request.

· An order can be exchanged only once. Products received after an exchange cannot be exchanged again.

2. Return & Exchange Conditions

To be eligible, products must be:

· Unused, unworn, and unwashed

· In their original condition

· Returned with all original tags and packaging

· Accompanied by the order number or proof of purchase

We reserve the right to reject a return if the product is used, damaged, altered, washed, or returned without its original tags or packaging.

3. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us within 3 days of delivery.

· Pickup will be arranged at our cost where reverse pickup is available.

· If pickup is not available at your pincode, you may be required to self-ship the product.

· For incorrect or damaged products, unboxing video proof may be required to process the claim.

4. Change of Mind, Size or Colour Preference

Returns or exchanges due to size, colour variation, design preference, change of mind, or simply not liking the product are accepted subject to the return conditions.

· The customer is responsible for return shipping.

· Alternatively, a reverse pickup may be arranged for ₹70 per shipment where the pickup pincode is serviceable.

· Original shipping charges are non-refundable.

5. Non-Returnable Products

The following products are not eligible for return or exchange:

· Mystery Box products

· Custom-stitched or personalized products

· Products that have been worn, washed, altered, or damaged after delivery

· Products returned without original tags or packaging

For bulk orders of more than 10 items, a maximum of 30% of the total quantity is eligible for return.

6. Return Pickup & Self-Shipping

Reverse pickup is available only at serviceable pincodes.

If pickup is unavailable:

· The customer must self-ship the product to the return address provided by Fentra.

· The product should be packed securely to prevent damage during transit.

7. Refund Process

Once the returned product is received and inspected:

· Approved refunds are processed within 2–3 business days.

· For prepaid orders, the refund will be made to the original payment method.

· For COD orders, the refund will be processed through bank transfer after the required bank details are provided.

· Only the product value will be refunded. Original shipping charges are non-refundable.

8. Tampered or Opened Parcels

Customers are advised to check the package before accepting delivery.

If a parcel appears tampered with, opened, or altered, please refuse delivery and contact us immediately.

Fentra may not be able to process a refund or claim for a tampered parcel that has been accepted by the customer.

9. Delivered but Not Received

If your order is marked as Delivered but you have not received it, contact help@fentra.in within 24 hours of the delivery update.

Please first check with family members, neighbours, security personnel, or reception.

Claims reported after 24 hours may not be eligible for investigation by our logistics partners. Once reported, the logistics investigation may take 7–15 working days.

10. Order Cancellation

· Orders can be cancelled within 5 hours of placing the order, provided they have not entered procurement or shipment.

· Once the order has been moved for procurement or tracking information has been updated, cancellation may not be possible.

· Eligible cancellation refunds will be processed within 7 days.

· Orders that have already been shipped cannot be cancelled and must follow the standard return policy.

11. RTO Orders

If an order is returned to us because the customer refuses or does not accept the delivery, the refund will be processed after deducting ₹60 towards shipping charges.