Refund and Returns Policy
Effective Date: December 16, 2024
At Feraa, we want every customer to be completely satisfied with their purchase. If you are not happy with your order, we offer a straightforward and transparent refund and returns policy. This document provides detailed information on our terms for returns, refunds, and exchanges.
1. Eligibility for Returns
To be eligible for a return or exchange, the following conditions must be met:
- Timeframe: Returns must be initiated within 30 days from the date of purchase.
- Condition of the Item: Items must be unused, unworn, and in the original condition, with all tags and packaging intact.
- Proof of Purchase: You must provide a receipt or order confirmation email as proof of purchase.
2. How to Return or Exchange an Item
If you are eligible for a return or exchange, follow these steps:
- Contact Us: Reach out to our customer service team at [support@feraa.com] with your order details and the reason for the return. We will provide you with a return authorization and shipping instructions.
- Packaging: Repack the item carefully in its original packaging, including any accessories, tags, and documentation that came with it.
- Return Shipping: You will be responsible for the cost of return shipping unless the item is defective or the return is due to our error.
3. Refund Process
Once your returned item is received and inspected, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase. Please allow up to 7-10 business days for the refund to appear on your account, depending on your payment provider.
If you paid using a gift card, store credit, or another payment method, refunds will be processed accordingly.
4. Non-Refundable Items
The following items are non-returnable and non-refundable:
- Gift Cards: Once purchased, gift cards cannot be refunded or returned.
- Personalized or Custom-Made Products: Items that have been customized, personalized, or made-to-order are not eligible for returns or refunds unless defective.
- Final Sale Items: Items marked as “Final Sale” or discounted beyond a certain point are not eligible for return.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [support@feraa.com]. We will assist you in arranging a return or exchange and ensure that the defective product is replaced promptly. We may ask for photographic evidence of the damage or defect for verification purposes.
6. Exchange Policy
Exchanges are available for items of equal value. To initiate an exchange, follow the return process outlined above and contact customer service to specify the item you wish to exchange. If there is a price difference, we will either charge or credit you for the difference.
7. International Returns
For international orders, customers are responsible for the cost of return shipping, including any customs duties or taxes. We recommend using a trackable shipping service to return your item to ensure it arrives safely. Please note that international returns may take longer to process due to customs clearance.
8. Refunds for Promotional Purchases
If you return an item that was purchased during a promotional offer, the refund will be based on the original price of the item. If the promotional offer included a discount or free gift, the offer may no longer apply once the return is processed, and the value of the promotion may be deducted from your refund.
9. Exceptions and Limitations
Feraa reserves the right to refuse a return or exchange if the items do not meet our return criteria, including items that have been used or damaged due to improper care.
10. Changes to This Policy
We may update this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated effective date. It is your responsibility to review this policy regularly to ensure that you are aware of any modifications.