RETURNS, REFUNDS, CANCELLATIONS AND EXCHANGES
As a customer, you can raise a return/ replacement request with the Company within 7 days from the date of delivery, if you’ve received an incorrect or an expired product(s).
1. To raise your request, please follow the link provided below and connect with us mentioning your order and contact details. You can also raise a request with us using the Chat option.In any circumstances where your order that is delivered is damaged/ missing, please raise a return/ replacement request within 2 days from the date of delivery.
2. To review your return request, please provide us with at least 2 business days.
3. Once we have reviewed your return request, our courier partner will pick up the products that you requested a refund/return for.
4. If our reverse pick up service is not available at your location, you will be required to ship us the product via any reliable courier service. The courier charges will be reimbursed in your Wallet.
5. Once we have received your product we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement depends upon the availability of stock at the particular time period.
Under what conditions can I replace the product?
- If we have delivered the wrong product to you.
- If the product delivered is expired.
- If the product delivered is damaged physically, or is a tampered product.
- If the order is Incomplete and the products therein are missing.
Please note that under the following conditions, return/ replacement requests will not be accepted.
- If the product has been opened, used or altered products.
- If the original packaging of the product such as labels is missing.
- If the return/ replacement request is generated after 7 days from the date of delivery.
- If the damaged/ missing product is reported after 2 days from the date of delivery.
Processing of Returns:
Our courier partners will pick up your order after you have requested the return to us. The reverse delivery must take place within 5-7 business days post the date at which your return request was placed. The product will be is then returned to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.
Order Cancellations:
Any customer can cancel an order from the CANCEL button from the order details page under the My Account section. However, you are requested to provide us with a reason to cancel your order. Orders can be only cancelled till the order status mentions “Ready to Ship”.
You can also contact our customer care executive (Mon - Fri - 9 am to 6 pm), who will help you cancel the order.
Furthermore, Firstleaf reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.
How will I receive the refund for my cancelled product?
For prepaid orders, money will be returned to the bank account/ credit/debit card or from which the payment was made during the order placement. In the case of Cash on Delivery orders, customers are required to provide bank details where they would like to receive the refund.
Receiving a refund for a cancelled order or a returned product.
We process the refunds within 7 business days. As for the returns, we will refund the money once the product has been received by our warehouse and inspected through a quality check. Please observe that this process requires up to 2 weeks after the return has been picked up.
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