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Refund Policy

Effective Date: 14-01-2025

At Friendlovely LLP, we are dedicated to providing our customers with high-quality products and exceptional service. We understand that, on rare occasions, you may experience issues with your purchase. This refund policy outlines the clear steps for handling refunds and returns, ensuring a fair and transparent process for our valued customers.

1. Eligibility for Refunds

1.1 Conditions for Refunds:

  • Defective or Damaged Products: If the product you receive is defective or damaged during shipping, you are entitled to a full refund. Defective products may include those with manufacturing faults or visible damage that affects functionality. Damaged products must be reported immediately upon receipt with clear evidence.
  • Incorrect Orders: If you receive a product that does not match the item you ordered (e.g., wrong product, variant, or size), you are eligible for a full refund. This applies only if the error is on our part and not due to a customer order mistake.
  • Quality Issues: If the product does not meet the quality description or standards as advertised, you may request a refund. This may include discrepancies in product appearance, size, functionality, or material quality.

1.2 Timeframe for Refund Requests:

  • Refund Request Period: To ensure a prompt resolution, you must submit your refund request within 7 days from the date of receiving the product. Requests submitted after this period may not be eligible for a refund, as we strive to address issues promptly.

2. Process for Requesting a Refund

2.1 How to Request a Refund:

  • Contact Customer Service: To begin the refund process, please contact our customer service team immediately by emailing refund@friendlovely.org
  • India Domestic Call & WhatsApp Phone: +91 940-389-0772
  • USA Domestic Call & WhatsApp Phone: +1 979-399-7077
  • Information Required: To ensure a smooth refund process, please include the following:
    • Order Number: Found on your order receipt or confirmation email.
    • Detailed Explanation: Reason for the refund request, including any product-related issues.
    • Clear Photographs: Provide clear images of any defects or damage to the product.
    • Video Evidence (if applicable): A video showing the damaged condition of the product and packaging (for claims of damage during delivery).

2.2 Evidence Submission Timeline:

  • Photos and Videos: If you received a damaged product or packaging, you are required to submit the requested evidence (photos and videos) within 24 hours of receiving the product to refund@friendlovely.org. Timely submission of this evidence helps us process your request more efficiently and resolve the issue quickly.

2.3 Refund Request Processing:

  • Review Period: Once we receive your refund request and supporting evidence, we will review the case within 10 to 15 business days. We will notify you of the decision and any next steps via email.
  • Outcome Notification: After reviewing your refund request, you will receive an email detailing the outcome of your case and instructions on how we will proceed.

3. Refund Method

3.1 Refund to Original Payment Method:

  • Refunds will be processed back to the original payment method used for the purchase. This ensures a seamless reversal of the transaction to your account.

3.2 Alternative Refund Methods:

  • If the original payment method is no longer available or valid, we may offer a refund via alternative methods, such as store credit or another agreed-upon payment method. This will be discussed with you and arranged upon request.

4. Return of Products

4.1 Return Process:

  • Return Instructions: If the return of the product is necessary, we will provide clear instructions on how to package and send the item back to our designated warehouse or store location. The return address will be shared based on your location and the nature of the return.
  • Return Shipping Costs:
    • Damaged or Incorrect Orders: If the return is due to our error or the product being damaged, we will cover the return shipping costs. We will provide a prepaid return label or instructions on how to return the item at no cost to you.
    • Other Returns: For returns that are not related to defects, mistakes, or damages, you will be responsible for covering the return shipping costs.

4.2 Condition of Returned Items:

  • Products returned for a refund must be in unused, original condition with all packaging, tags, and accessories intact. Items that are used, damaged, or missing parts will not be eligible for a refund.

5. Non-Refundable Items

5.1 Exclusions:

  • Personalized Products: Products that have been customized or personalized to your specifications are not eligible for refund. These items are made-to-order and cannot be returned.
  • Clearance or Final Sale Items: Products marked as clearance or final sale are not eligible for return or refund.

6. Handling Fees

6.1 Restocking Fees:

  • For returns not due to defects or mistakes, a restocking fee of 10% of the purchase price may apply to cover the cost of inspecting, restocking, and handling the returned item.

6.2 Shipping Fees:

  • Shipping fees paid during the original purchase are non-refundable, unless the return is due to a mistake or defect on our part.

7. Processing Time

7.1 Refund Processing:

  • After inspecting the returned product, we will process your refund within 10 to 15 business days. This review period is to ensure that the returned item complies with our return policy.

7.2 Refund Duration:

  • Please note that the refund may take additional time to reflect in your account, depending on the processing times of your bank or payment provider. Allow for some extra time for the refund to appear in your account.

8. Customer Service Contact

For any inquiries or concerns regarding refunds, please contact our customer service team at:

Friendlovely LLP

211, Zaddutara, Maudhiya

Ghazipur, Uttar Pradesh 275204

Email: info@friendlovely.org

India Domestic Call & WhatsApp Phone: +91 940-389-0772

USA Domestic Call & WhatsApp Phone: +1 979-399-7077

We are available to assist you and resolve any concerns related to refunds and returns promptly.

Return Address: Please contact customer service for specific return instructions and the correct return address, as this will vary depending on your location and the nature of the return.