At Frumos Organic, all products are generally non-returnable and non-refundable due to hygiene, safety, and product integrity reasons.
A refund or replacement will only be considered if the product received is damaged, defective, leaked, broken, or incorrect.
1. No Return / No Refund Policy
Once an order has been successfully delivered, we do not accept returns, exchanges, or refunds for reasons such as:
- Change of mind
- Product no longer required
- Incorrect product ordered by the customer
- Personal preference regarding fragrance, texture, colour, taste, or appearance
- Customer dissatisfaction without any product defect or damage
- Product already opened or used
2. Damaged or Incorrect Product
A refund or replacement may be considered only when:
- The product received is physically damaged
- The product has leaked or broken during transit
- You received an incorrect product
- The product is defective upon delivery
The issue must be reported to us within 48 hours of delivery.
3. Unpacking Video Is Mandatory
A complete and continuous unpacking/unboxing video is mandatory for any refund or replacement claim.
The video must:
- Start before the package is opened
- Clearly show the shipping label
- Show the package being opened continuously
- Clearly show the product received
- Clearly show the damage, leakage, defect, or incorrect item
- Be recorded without cuts, edits, pauses, or interruptions
Claims submitted without a valid unpacking video may not be accepted, subject to applicable consumer protection laws.
4. Photographic Evidence
Along with the unpacking video, we may also request:
- Clear photographs of the damaged product
- Photographs of the outer packaging
- Order number
- Customer name and contact details
- Description of the issue
5. Verification of Claim
All refund or replacement requests are subject to verification by Frumos Organic.
After reviewing the evidence, we may approve:
- Replacement of the product, or
- Refund of the eligible amount
The final resolution will depend on the nature of the issue and product availability.
6. Refund Processing
If a refund is approved, it will generally be processed within 5–10 business days.
For prepaid orders, the refund will normally be sent to the original payment method.
For Cash on Delivery orders, we may request your bank account or UPI details for processing the refund.
The actual time for the amount to reflect may depend on your bank or payment provider.
7. Non-Eligible Claims
Refund or replacement requests may be rejected if:
- No unpacking video is provided
- The unpacking video starts after the package has already been opened
- The video is edited or incomplete
- The issue is reported after the specified claim period
- The product has been intentionally damaged
- The product has been used after delivery
- The damage occurred after delivery due to improper handling
8. Shipping Damage
If the outer package appears damaged or tampered with at the time of delivery, please record the package condition before opening it.
A complete unboxing video will help us verify the issue with our courier or logistics partner.
9. Statutory Rights
Nothing in this policy is intended to limit any rights available to customers under applicable Indian consumer protection laws.