RETURNS, REFUNDS, AND EXCHANGES POLICY

Effective Date: 13 Feb, 2025

This policy outlines the terms and procedures governing product returns, refunds, and exchanges provided by Formulo (hereinafter referred to as the "Company"). By purchasing any product or service from the Company, customers acknowledge and agree to comply with the terms set forth in this policy.

The objective of this policy is to establish a clear, transparent, and fair framework that promotes customer satisfaction while maintaining the integrity of our business operations. It seeks to address common concerns regarding returns, refunds, and exchanges, ensuring a hassle-free and efficient resolution for all parties involved.

This policy applies to all purchases made through the Company's official platforms or authorized channels. Customers are encouraged to thoroughly review the terms below to understand their rights and responsibilities regarding returns, refunds, and exchanges.

1. Return Policy
  1. Eligibility for Returns

    Products may be eligible for return under the following conditions:

    1. The customer must initiate the return request within 7 calendar days of receiving the product. Requests made beyond this period will not be considered, except in cases where the product was demonstrably defective or damaged during delivery.
    2. The product must remain unused, unopened, and in its original condition as delivered. Any signs of use, tampering, or alteration will render the product ineligible for return.
    3. The product's original packaging, including any seals, labels, or accessories, must be intact and free from significant damage. Any accompanying documentation, such as user manuals, warranty cards, or invoices, must also be returned without any alterations or missing pages. Minor wear to the packaging resulting from standard delivery handling will not disqualify the product from return eligibility.
    4. Products must not be customized, temperature-sensitive, or classified as non-returnable at the time of purchase, unless defective.
    5. Defective or damaged products may still be eligible for return if they meet the conditions outlined above. Customers must provide sufficient evidence, such as photographs or videos, to demonstrate the defect or damage.
    6. The company reserves the right to make exceptions for certain cases based on applicable consumer protection laws. Customers are encouraged to contact customer service for clarifications on eligibility before initiating a return.
  2. Process for Initiating Returns

    To initiate a return, customers must follow these steps:

    1. Contact Customer Support:
      1. Customers must contact our dedicated customer support team via customercare@formulo.in within the designated return eligibility period (7 calendar days from receipt of the product). Delayed requests will not be entertained unless covered under exceptional circumstances, such as demonstrable delivery delays or hidden defects.
      2. Provide the order number, a detailed explanation of the reason for the return, and supporting documentation (e.g., photos of the damaged product).
    2. Obtain Return Authorization:
      1. Once the return request is received, the customer support team will review the information provided. This may involve additional clarification or documentation to ensure the request complies with the return policy conditions.
      2. The customer will be provided with detailed instructions, including the designated return shipping address and any specific packaging or labeling requirements.
    3. Prepare the Shipment:
      1. The product must be carefully packaged to prevent any damage during transit. It is advisable to use the original packaging where possible or other durable materials that provide adequate protection.
      2. The product must be carefully packaged to prevent any damage during transit. It is advisable to use the original packaging where possible or other durable materials that provide adequate protection.
    4. Dispatch the Product:

      Customers are responsible for the cost of return shipping unless the return is due to a company error (e.g., incorrect product delivered).

  3. Inspection of Returned Products

    Once the returned product is received, the following process will be undertaken:

    1. Inspection Timeline:
      1. The inspection of returned items will be conducted within 5-7 business days from the date of receipt at our designated facility.
      2. This timeline ensures adequate time for a detailed review of the product while minimizing delays in processing refunds or exchanges.
      3. Customers will be notified of the receipt of their returned product via email or SMS, along with an estimated timeline for completing the inspection.
    2. Verification Criteria:
      1. The product must meet the eligibility conditions outlined above.
      2. Any returned item failing inspection will be rejected, and the customer will be notified. Rejected items can be shipped back to the customer at their expense.
2. Refund Policy
  1. Refund Eligibility

    Refunds will be processed under the following circumstances:

    1. Refunds will be processed for products that are verified to be defective, damaged during delivery, or incorrect (e.g., wrong product, size, or variant). Customers must provide supporting evidence such as photographs, videos, or other documentation when initiating the return request.
    2. Customers must initiate the return request within the designated eligibility period (7 calendar days) and fulfill all conditions outlined in Section 1.1. This includes returning the product in its original condition with all accompanying packaging and documentation intact.
  2. Refund Process
    1. Initiation of Refund Request:

      Refunds will only be initiated after the returned product is received and successfully passes the inspection process outlined in Section 1.3. If the product fails inspection, the refund request will be denied, and the customer will be notified promptly.

    2. Mode of Refund:
      1. Refunds will be credited back to the original payment method used during the purchase unless the customer explicitly requests an alternative method, such as a bank transfer.
      2. The refunded amount will include the product's cost and applicable taxes. Shipping fees will also be refunded in cases where the return is due to the company's error (e.g., incorrect product or defective item). However, for voluntary returns, shipping fees will not be reimbursed.
    3. Timeline:
      1. Refunds will be processed within 5-10 business days from the date of inspection clearance.
      2. Customers will be notified via email or SMS once the refund has been initiated. The notification will include details of the refunded amount, the method of refund, and the expected timeline for completion.
  3. Non-Refundable Cases

    Refunds will not be provided in the following scenarios:

    1. If the customer initiates a return request after the 7-day eligibility period, the refund request will be automatically rejected unless exceptional circumstances apply, such as demonstrable delivery delays.
    2. Refunds will not be provided for products that have been tampered with, damaged, or used by the customer. This includes items with broken seals, missing parts, or visible signs of wear that were not present at the time of delivery.
    3. Unauthorized items or items returned to the wrong address will not be eligible.
3. Exchange Policy
  1. Exchange Eligibility

    Exchanges will be permitted under the following conditions:

    1. Exchanges are permitted for products that are verified to be defective, damaged during delivery, or incorrect (e.g., wrong product, size, or variant).
    2. Products that cause adverse effects, such as allergic reactions, may be exchanged. Customers must provide verified medical documentation or other supporting evidence to substantiate their claim.
  2. Exchange Process
    1. Initiating the Request:

      Contact the customer support team with evidence supporting the exchange (e.g., photographs or medical reports).

    2. Verification:

      The customer support team will review the submitted evidence and verify the exchange request. This may involve further clarification or additional documentation from the customer.

    3. Timeline:

      Replacement products will be shipped within 5-7 business days of verification and receipt of the original item.

  3. Product Availability

    If the requested product is unavailable, the company may offer an alternative product or a refund.

4. Inspection and Resolution Clause
  1. Inspection Authority
    1. All products returned for refund or exchange will undergo a thorough inspection conducted by a trained quality assurance team. This ensures compliance with the eligibility criteria outlined in the Return Policy (Section 1) and Exchange Policy (Section 3).
    2. The company reserves the right to reject any return or exchange request if:
      1. The product does not meet the stated eligibility conditions (e.g., signs of tampering, damage, or unauthorized use).
      2. The product is returned without following the prescribed process (e.g., incomplete documentation).
  2. Dispute Resolution for Rejected Claims
    1. Resolution Process:
      1. Customers whose claims are rejected have the right to request a review of the decision within 3 business days of receiving the rejection notice. The request must include a detailed explanation of the dispute and any additional evidence supporting the customer's position.
      2. The dispute will be escalated to a senior quality assurance team for a comprehensive review. A final resolution will be provided to the customer within 5 business days of the escalation.
    2. Binding Outcome:

      The decision made by the senior review team will be considered final and binding unless the customer chooses to escalate the matter further through the external arbitration process outlined below.

5. Force Majeure

The company shall not be held responsible or liable for any delays or inability to process returns, refunds, or exchanges arising from circumstances beyond its reasonable control. These circumstances may include, but are not limited to, events such as natural disasters, strikes, labor disputes, government actions, regulatory disruptions, or any other unforeseen events that hinder or prevent the company from fulfilling its obligations in a timely manner. The company will make all reasonable efforts to address any such issues as promptly as possible, but cannot guarantee the completion of returns, refunds, or exchanges under these exceptional conditions. Customers will be notified of any delays or disruptions, and any processing of returns, refunds, or exchanges will be handled as soon as feasible once normal conditions resume.

6. Governing Law and Dispute Resolution
  1. Governing Law

    This policy shall be governed by and construed in accordance with the laws of India. The company ensures full compliance with the relevant consumer protection laws and regulations applicable within the jurisdiction of India. Any legal matters arising from or related to this policy shall be resolved in accordance with Indian legal standards.

  2. Dispute Resolution Mechanism
    1. Mediation and Arbitration:
      1. Any disputes arising under this policy shall first be attempted to be resolved through amicable negotiations and mediation between the parties involved, in good faith and with a mutual desire to reach a fair resolution.
      2. If the dispute cannot be resolved through mediation or mutual agreement within a reasonable time frame, the matter shall then be referred to arbitration. The arbitration process shall be conducted in accordance with the provisions of the Arbitration and Conciliation Act, 1996, and any subsequent amendments. The decision of the arbitrator shall be final and binding on all parties involved.
    2. Jurisdiction:

      In the event that a dispute remains unresolved even after the arbitration process, the parties agree that the courts located in Agra, UP, India, shall have exclusive jurisdiction to hear and determine any legal action or proceedings arising out of or in connection with this policy. Any proceedings or legal actions related to disputes shall be brought exclusively before the appropriate courts in this jurisdiction.

7. Policy Updates

The company retains the right to modify or amend this policy at its sole discretion, in order to adapt to changing legal, regulatory, or operational requirements. Any updates or revisions to this policy will be communicated to users through www.formulo.in or through other appropriate communication channels. It is the responsibility of users to review these updates regularly. By continuing to use our services after the policy has been updated, users signify their acceptance and agreement to abide by the terms of the revised policy. If any user does not agree with the updated policy, they should cease using our services immediately.