At Fackelmann India, we want your shopping experience to be simple, transparent, and hassle-free. This Shipping, Returns & Refund Policy explains how we process and deliver your orders, as well as our policies regarding returns, exchanges, cancellations, and refunds.
1. Shipping Policy
Order Processing
Orders are generally processed within [1–3 business days] after successful payment confirmation.
Orders placed on weekends or public holidays will be processed on the next business day.
Once your order has been shipped, you will receive a shipping confirmation with tracking details, where available.
Delivery Time
Estimated delivery times are:
- Metro & major cities: [2–5 business days]
- Other locations: [3–7 business days]
- Remote locations: [7–12 business days]
Delivery timelines are estimates and may vary depending on your location, courier availability, weather conditions, public holidays, or other circumstances beyond our control.
Shipping Charges
Shipping charges, if applicable, will be displayed at checkout before you complete your purchase.
We may offer free shipping on orders above ₹799 or during promotional periods.
Delivery Address
Please make sure that your shipping address, phone number, and other delivery details are accurate before placing your order.
Once an order has been dispatched, we may not be able to change the delivery address.
If an incorrect address is provided and the order is returned to us, additional shipping charges may apply for re-delivery.
Delayed or Failed Delivery
If your order is delayed, please contact us at consumer@fackelmann.co.in / +91-8800997550 with your order number.
If a delivery attempt fails because the customer is unavailable, provides an incorrect address, or does not respond to the courier, the package may be returned to us.
2. Return Policy
We accept returns for eligible products within 15 days from the date of delivery.
To be eligible for a return:
- The product must be unused and in its original condition.
- The product must be returned with its original packaging, tags, labels, accessories, and invoice, where applicable.
- The product must not be damaged, washed, altered, or used.
- The return request must be submitted within the specified return period.
Certain products may not be eligible for return due to their nature.
Non-Returnable Items
The following items may not be eligible for return:
- Products marked as non-returnable on the product page.
- Personalized or customized products.
- Products that have been used, washed, altered, or damaged after delivery.
- Products without original packaging, tags, or accessories.
- Items purchased during clearance or final-sale promotions, where specifically mentioned.
- Products that cannot be returned for hygiene or safety reasons.
The list of non-returnable products may vary depending on the product category and will be specified on the relevant product page where applicable.
3. Damaged, Defective or Incorrect Products
If you receive a product that is:
- Damaged during delivery
- Defective
- Missing parts or accessories
- Different from the product you ordered
Please contact us within 24-48 hours of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs and videos of the product
- Photographs of the packaging, where applicable
Our team will review your request and may arrange a replacement, return, repair, or refund depending on the circumstances.
For damaged packages, we recommend taking photographs or videos before opening the package whenever possible.
4. How to Request a Return
To request a return, please contact us at consumer@fackelmann.co.in or +91-8800997550
Please include:
- Order number
- Product name
- Reason for return
- Relevant photographs and videos
Once your request is received, our team will review it and provide instructions for returning the product within 2-3 working days.
Please do not send products back to us without receiving return instructions from our support team.
5. Return Shipping
Customer-Initiated Returns
For returns due to reasons such as change of mind, incorrect size, or ordering the wrong product, the return shipping cost may be borne by the customer, either INR 50 or 10% of the order value, whichever is more.
Defective, Damaged or Incorrect Products
If the return is due to a product being defective, damaged, or incorrectly supplied by us, we will arrange the return shipping, subject to verification.
6. Exchanges
If you would like to exchange an eligible product, please contact us within 7 days of delivery.
Exchanges are subject to:
- Product availability
- The product being in unused and original condition
- Compliance with our return conditions
If the requested replacement product is unavailable, we may offer a refund or another suitable resolution.
7. Refund Policy
Once your returned product has been received and inspected, we will notify you about the status of your refund.
If your return is approved, the refund will be processed to the original payment method, wherever possible.
Refund Processing Time
After approval, refunds generally take [5–7 business days] to reflect in your account, depending on your bank or payment provider.
The time taken for the refund to appear in your account may vary.
8. Partial Refunds
In certain situations, only a partial refund may be provided, including where:
- The product is returned with missing components or accessories.
- The product has signs of use or damage not caused during shipping.
- The original packaging or tags are missing.
- The returned product does not meet the eligibility requirements.
Any applicable deduction will be communicated to you before the refund is processed.
9. Order Cancellation
You may request cancellation of your order before it has been shipped.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, you may refuse delivery or request a return after receiving the product, subject to our return policy.
If a prepaid order is successfully cancelled before shipping, the eligible refund will be processed to the original payment method.
10. Refunds for Failed or Cancelled Orders
If an order is cancelled by us due to reasons such as:
- Product unavailability
- Pricing or inventory errors
- Delivery restrictions
- Technical issues
- Other circumstances that prevent us from fulfilling the order
we will notify you and process an eligible refund for any amount already paid.
11. Return Inspection
All returned products are subject to inspection.
We reserve the right to reject a return if the product does not meet the conditions specified in this policy.
If a return is rejected, the product may be sent back to the customer at the customer's expense, where applicable.
12. International Shipping
Currently, we do not offer international shipping.
For international orders, customers may be responsible for applicable customs duties, taxes, import charges, or other fees imposed by the destination country.
Such charges are generally not included in the product price unless explicitly stated.
13. Contact Us
If you have any questions about shipping, returns, exchanges, or refunds, please contact us:
Fackelmann India Private Ltd
Email: consumer@fackelmann.co.in
Phone: 88009 97550
Address: Tower A, 7th Floor, Building no. 5, DLF Cyber City, Gurugram, Haryana 122002
For return-related queries, please mention your order number in your communication so that we can assist you quickly.
Important Note
This policy is intended to provide general information about our shipping, return, exchange, cancellation, and refund procedures. Specific return conditions may vary by product and will be communicated on the relevant product page or at checkout where applicable.