Cancellation, Return & Refund Policy

1. Cancelling an order

Before dispatch

You can cancel an order — in whole or in part — free of charge at any time before it is handed to the courier. Open the order in your orders and cancel it there, or write to us at support@forenshop.in. Self-service cancellation is available for at least 24 hours after the order is placed, and remains available for as long as the order has not been dispatched.

After dispatch

Once an order has left our warehouse it can no longer be cancelled. You may refuse the delivery, or accept it and raise a return under the section below. A refused prepaid shipment is refunded once it reaches us back.

Cancellation by us

We may cancel an order where an item is out of stock, the address is unserviceable, payment has failed or been reversed, there has been an obvious pricing error, or we reasonably suspect fraud or abuse. We will tell you why, and you are refunded in full, including any delivery charge.

2. Returning an item

Most items can be returned within 7 days of delivery. The return window and whether an item is returnable at all are stated on each product page, and the product page governs where it differs from the general rule.

To be accepted, a returned item must be:

• Unused, unwashed and undamaged, in the same condition in which it was delivered.
• In its original packaging, with all tags, labels, manuals, accessories, free gifts and promotional items that came with it.
• Accompanied by the invoice or the order number.
• Free of any seal that had to be broken to use it, where the product is sold sealed for hygiene or licensing reasons.

Items that come back used, damaged by the customer, incomplete, or outside the window may be declined and sent back to you, and no refund will be due on them.

3. What cannot be returned

Unless the item arrives damaged, defective or is not what you ordered, the following are not eligible for return:

• Perishable goods, including fresh produce, dairy, bakery and other food items.
• Innerwear, lingerie, socks, swimwear and other intimate apparel.
• Personal-care, grooming, beauty and hygiene products once the seal is broken.
• Made-to-order, personalised, engraved or custom-configured products.
• Digital products, e-vouchers, gift cards, prepaid codes and downloadable content once delivered or redeemed.
• Items sold as clearance, “as is” or final sale, where the listing says so.
• Products whose serial number, IMEI, security seal or brand tag has been removed, altered or damaged.
• Consumables that have been part-used, and free items received as part of an offer, unless the whole order is returned.

Where an item is not returnable, the product page says so before you add it to your basket.

4. Damaged, defective, wrong or missing items

If an item arrives damaged, is defective, is not the item you ordered, or something is missing from the parcel, tell us within 48 hours of delivery. This applies even to items that are otherwise non-returnable.

What to do:

1. Photograph the item, the outer packaging and the shipping label before you discard anything.
2. Raise the issue from the order in your orders, or write to support@forenshop.in within 48 hours with the order number and the photographs.
3. We will verify the claim, usually the same or the next working day.
4. We arrange a free reverse pickup, and send you a replacement or a full refund — whichever you prefer and whichever is available.

There is never a charge to you — for pickup, re-delivery or the original delivery — where the fault is ours or the courier's.

5. How to raise a return

1. Open the order in your orders and choose the item you want to return, or write to support@forenshop.in with your order number and the reason.
2. Pick a reason and tell us whether you would like a replacement or a refund. Add photographs where the item is damaged or defective.
3. We review and confirm the request, normally within one working day, and schedule a reverse pickup where the location is serviceable. Pickup is attempted within 2–5 working days of approval.
4. Keep the item packed with all its original contents and hand it to the courier. Please do not seal it in a way that prevents the courier from verifying the contents where they are required to.
5. Once the item reaches our warehouse we inspect it within 2–3 working days and confirm the outcome to you.

Where your PIN code is not serviceable for reverse pickup, we will ask you to courier the item back and will reimburse reasonable postage against a receipt. Please never send an item back without confirming the return with us first — an unannounced parcel cannot be matched to an order.

6. Replacements and exchanges

• A replacement is offered for a damaged, defective or incorrect item, and — where the product page allows it — for a size or colour exchange.
• A replacement is dispatched once the original item has been picked up, or earlier where we are able to.
• If a replacement is not available because the item is out of stock or discontinued, we refund you in full instead.
• An exchange for a different price is settled either by refunding the difference or by asking you to pay it, before the replacement is dispatched.
• Products covered by a manufacturer's warranty and found defective after the return window are handled under that warranty, through the brand's service network. We will help you raise the claim.

7. Refunds

Once a cancellation is processed, or a returned item passes inspection, we initiate the refund to the original payment method.

A few points worth knowing:

• The time taken for a refund to appear in your account after we initiate it is controlled by your bank or card issuer, not by us. We will give you a reference number you can quote to them.
• Refunds are always made to the original payment method. We cannot refund a card payment to a different card, or to a UPI ID or wallet.
• For a cash-on-delivery order we need your bank account number, account holder name and IFSC, since there is no original instrument to credit. Any cash-on-delivery handling fee of ₹49 is refunded where the cancellation or return is not attributable to you.
• Coupon discounts and promotional credit applied to an order are not refunded as money. Where an order is cancelled in full before dispatch, a single-use coupon is reinstated where we are able to.
• Where only part of an order is returned, the refund is the amount actually paid for the returned items after any proportionate discount, and the delivery charge is not refunded unless the whole order is returned.
• Delivery charges are refunded in full when we cancel, when the item is damaged, defective or incorrect, or when the whole order is cancelled before dispatch.

8. When a return is declined

A return may be declined after inspection where the item:

• Shows signs of use, wear, washing or installation beyond what is needed to check it.
• Is missing its original packaging, tags, accessories, manuals or free gifts.
• Has been damaged after delivery, or damaged in transit because it was inadequately packed for the return.
• Is not the item that was dispatched, or has had its serial number, IMEI or security seal removed or altered.
• Falls into a non-returnable category and is not damaged, defective or incorrect.

Where a return is declined we will tell you why, with photographs where relevant, and send the item back to the delivery address at no charge to you. If you disagree with the outcome, escalate it to our Grievance Officer using the details on our Contact Us page.

9. Fair use

This policy is written to be generous to customers acting in good faith. Where an account shows a pattern of returns that indicates misuse — ordering to use and return, repeated claims of non-delivery, or returns of items substituted for the ones dispatched — we may decline further returns on that account, withdraw cash on delivery, or close the account. We will always tell you before we do.

10. Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other law applicable in India. Those rights stand in addition to everything set out above.

If a complaint is not resolved by our support team, our Grievance Officer will acknowledge it within 48 hours and work to resolve it within 30 days. Details are on our Contact Us page.