Cancellation&Return Policy FAQ

If I request for a replacement, when will I get it?

Visit My Orders to check the status of your replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement

is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your

replacement request for more details.

Can items be returned after the time period mentioned in the seller's Returns Policy?

 No, sellers will not be able to accept returns after the time period mentioned in the seller's Returns Policy

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

How do returns work?

You can raise a request to return your items with these simple steps:

1.    Log into your Fleeon account

2.    Go to My Orders

3.    Click on 'Return' against the item you wish to return or exchange

4.    Fill in the details and raise a return request

Once you raise a request, you'll get an email and SMS confirming that your request is being processed. Based on the

item, your request may be automatically approved or you may be contacted for more details. If the request is

approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of

your return request instantly from the 'My Orders' section of your Fleeon account.

I see the 'Cancel' button but I can't click on it. Why?

A greyed out and disabled 'Cancel' button can mean any one of the following:

1.    The item has been delivered already

OR

2.    The item is non-refundable (e.g. Gift Card)

How long does it take to cancel an order?

Cancellation of item(s) in an order happens immediately if the order hasn't been shipped yet by the seller. If your

order has been shipped, it will be cancelled as soon as the courier service confirms that the shipment is being

returned to the seller.

How can I return or exchange an item?

To return/exchange your order, follow these simple steps:

1.    Go to My Orders

2.    Choose the item you wish to return or exchange

3.    Fill in the details

4.    Choose Request Return.

When is a return of an item not possible?

Sellers cannot accept returns of item(s) in the following cases:

1.    When an item is damaged because of use or when it is not in the same condition as you received

it

2.    When any consumable item has been used or installed

3.    When anything is missing from the package you've received including price tags, labels, original packing, freebies & accessories

4.    When non-returnable items are involved.

5.    When items are tampered with or have missing serial numbers

What are the checks done for an item that I'm returning?

During pick-up, your product will be checked for the following conditions:

The field executive may refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been

received by the seller

How will I get my refund for returning an item I paid for with Cash on Delivery?

For your Cash on Delivery order, you can choose the below refund modes in case you return the item:

1.    Fleeon Wallet

2.    NEFT - Update your bank account details when you choose this option

How can I know the status of my refund?

You can visit 'My Orders' to know the status of your refund.

For orders cancelled before shipping, refunds are processed immediately. If the order has been shipped. Refund will

be processed as soon as the

courier service provider confirms the return of the item(s).

What are the modes of refund available after cancellation?

The different refund modes available are:

1.    Fleeon Wallet - available for orders with select sellers. You will get this option for eligible orders during

cancellation

2.    Back to source - available for orders with all sellers. The amount is refunded to the payment mode that was

originally used to pay for the order

3.    NEFT transfer - available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible

What should I do if I find the package open or tampered on delivery?

You can request for the item to be replaced by visiting 'My Orders'. Use the 'Return' option & fill out the details of the

issue so that we can help you.

Can I change the address for the pick-up the of item(s) in my order?

If the pin code of the new address is serviceable for pick-up, the address can be changed while creating the return.

The address cannot be changed

in case the new address is not serviceable.

What is the pickup process?

Once your return or replacement or exchange request is accepted, the pickup of the originally delivered product will

be scheduled. An SMS with

more details will be sent to you on the day of the pickup.

In cases where pickup service is not available from the courier service providers at your location, you may be asked to

ship the item back to the

seller within 30 days of the return related email being sent to you.

I have requested for a return for my item. When will it happen?

You can now track the status of your return easily right from your Fleeon account or mobile app. Just visit the 'My

Orders' page to see its status

along with the date of pick-up and status of your refund if applicable.

You will also receive an email & SMS with the details of your return.

I've still not received the refund in my bank account.

If you have received a mail from us confirming your refund request, it means that the refund has been initiated. You

can also contact your bank

with the ARN you would have received for an update on the status of your refund.

In the rare event of the amount not being credited by the date promised, you can contact us as we will work with the

bank to get it done.