1. Overview
This Return Policy is issued in accordance with Section 5(3)(b) of the Consumer Protection (E-Commerce) Rules, 2020, which requires marketplace e-commerce entities to make available clear and accessible information regarding returns.
2. Return Windows by Category
| Category | Return Window | Type | Conditions |
|---|---|---|---|
| Clothing & Accessories | 7 days from delivery | Return / Exchange | Unworn, unwashed, tags intact, original packaging |
| Electronics | 7 days from delivery | Return / Replacement | Sealed accessories, no physical damage, all invoices & boxes |
| Grocery — Perishable | Report within 24 hours | Replacement / Refund only | Damaged / spoilt / short-quantity on arrival, with unboxing evidence |
| Grocery — Packaged / Non-perishable | 3 days from delivery | Replacement / Refund | Unopened, seal intact, well within expiry date |
Vendors may offer longer windows on specific listings; the longer of the two shall apply.
3. Eligibility
A product is eligible for return if all of the following are true:
- The request is raised within the applicable return window above.
- The item is unused, in its original condition, with all tags, manuals, warranty cards, and accessories.
- The original invoice and packaging are available.
- The item does not appear on the Non-Returnable list below.
4. Non-Returnable Items
- Innerwear, lingerie, socks and swimwear (hygiene reasons).
- Cosmetics, personal care, and any item with a broken seal.
- Perishable grocery once the 24-hour report window has lapsed.
- Digital products, software downloads, and prepaid vouchers.
- Made-to-order, personalised, or custom-tailored items.
- Items marked “Non-Returnable” on the product page.
5. How to Raise a Return
- Sign in and go to My Orders.
- Select the delivered item and click Request Return.
- Choose the reason and upload photos / short video where applicable.
- Submit. You will receive a reference number and an acknowledgement email/SMS.
- Vendor accepts / rejects the request within 48 hours; if not actioned, Florvanta may auto-approve valid requests.
6. Pickup & Reverse Logistics
Once approved, our logistics partner will schedule a reverse pickup within 3-5 working days from the delivery address. Please keep the item packed with all original accessories. Two pickup attempts will be made; failure on both attempts may result in the return being closed.
For non-serviceable pincodes, self-shipping instructions will be shared; approved shipping costs will be reimbursed.
7. Quality Check
Returned items undergo a quality check at the Vendor’s warehouse. If the returned item is materially different, damaged (not reported), or not in its original condition, the return may be rejected and the item shipped back to you. In such cases the reverse shipping cost may be recovered from the refund.
8. Damaged, Wrong or Missing Items
If you receive a damaged, wrong, or missing item, please report it within 24 hours of delivery with clear unboxing photographs / a short video. Such cases are prioritised and refund/replacement is initiated on first-attempt QC.
9. Order Cancellations
You may cancel an order any time before it is marked Shipped, free of charge, from the My Orders page. Once shipped, the order can only be returned as per the applicable window above.
10. Vendor Responsibility
The Vendor listed on your invoice is the legal seller and is responsible for accepting valid returns, issuing replacements, and complying with warranty and consumer protection obligations. Florvanta facilitates the process and may intervene in disputes.
11. Grievance
If you are not satisfied with the resolution, write to grievance@florvanta.co.in quoting the return reference number.