Refund Policy
This page covers when a refund is due and how it reaches you. For the steps to return an item, see our Return Process. To stop an order before production begins, see our Cancellation Policy.
1. When a Refund Is Due
A refund is due in three situations, each with its own timeline:
You cancelled before your order was confirmed. Refunded in full. We initiate the refund within 3-5 business days. See the Cancellation Policy.
You refused a visibly damaged parcel at your doorstep. Once we have confirmed the transit damage — from the delivery agent’s note or from a photo you send us — we initiate your refund within 24-48 hours. This path is refund only; a replacement is not offered, and there is no return pickup, because the parcel never left the courier.
Your claim for a damaged or defective item was approved. Each approved claim is handled individually. We confirm by email how your claim will be resolved and any next steps on your end. Where the item is collected and returned to us, we initiate your refund within 3-7 business days of it reaching us. See the Return Process.
2. What “Initiate” Means
Every timeline on this page is the point at which Fankaara sends the refund — not the point at which it appears in your account.
After we initiate a refund, your bank or payment provider takes its own time to settle it. That period varies between providers, is outside our control, and is not part of the timelines promised here.
3. When a Refund Is Not Due
- Change of mind after delivery. We do not offer exchanges.
- Damage or wear caused after delivery.
- Damage or defects found on opening, where no continuous unboxing video was recorded. This is a firm requirement with no exceptions — see the Return Process.
- Claims raised more than 24 hours after the delivery timestamp.
- Errors in the personalization details you submitted at checkout. If the engraving matches what you entered, it is not a defect, and no remake is offered.
4. How Refunds Are Paid
Refunds are issued to the original payment method used at checkout.
Cash on delivery. A COD order has no original payment method to refund to. If a refund is due on a COD order, we will email you to collect your bank or UPI details, and issue the refund to those.
5. Personalization Fee
If your order included a personalization fee, the fee follows the product. If the product is refunded, the personalization fee is refunded with it.
6. Return Shipping
You are never charged return shipping on a valid claim. Where a pickup is arranged, Fankaara arranges and pays for it.