Return, Refund & Cancellation Policy – FirgoMart

This Return, Refund & Cancellation Policy governs the terms under which products purchased on the FirgoMart platform may be returned, cancelled, or refunded.

Effective Date: 26 July 2025

Scope

• Applicable to all customers purchasing on FirgoMart
• Valid for website and mobile application orders
• Applies to FirgoMart and third-party sellers
• Seller-specific terms may apply where disclosed

Return Eligibility

• Damaged, defective, or incorrect products
• Product does not match description
• Return request within 7 days of delivery
• Unused, unwashed, and original condition
• Original packaging, tags, and accessories intact

Non-Returnable Items

• Personal care, beauty, cosmetics, hygiene products
• Innerwear and intimate apparel
• Customized or made-to-order products
• Items marked as Non-Returnable

Return Process

• Login to FirgoMart account
• Go to My Orders
• Select order and click Request Return
• Choose reason and submit
• Pickup or self-ship instructions provided after approval

Refund Policy

• Refund to original payment method
• COD refunds via bank transfer or wallet
• Initiated within 3–7 working days after inspection
• Bank credit time depends on provider

Cancellation Policy

• Orders cancellable before dispatch
• Shipped orders cannot be cancelled
• FirgoMart may cancel due to stock, pricing, fraud, or delivery issues
• Full refund issued for seller-initiated cancellations

Exchange Policy

• Direct exchanges are not available
• Eligible products can be returned and reordered

Shipping Charges

• Shipping charges are non-refundable
• Refunded only for damaged, defective, or incorrect items
• Reverse pickup charges may apply

International Orders Policy

• Return shipping will be charged at actual courier cost.
• Estimated reference range: GCC Countries (Saudi Arabia, UAE, Qatar, Kuwait, Oman) approx. ₹2,500 per return; USA approx. ₹3,000 per return. (Final charge as per actual cost.)
• Cancellation Before Dispatch: Full refund (gateway charges may be deducted if non-refundable).
• Cancellation After Dispatch: Treated as return. Return shipping cost applicable.
• Non-Refundable Components: Original shipping charges, Payment gateway charges, Customs duty (if applicable).

Refund Calculation Examples

Example – GCC Order

• Order Value: ₹5,300
• Return Shipping (Approx.): ₹2,500
• Original Shipping: Non-refundable
• Refund to Customer = ₹5,300 − ₹2,500 = ₹2,800

Example – USA Order

• Order Value: ₹5,500
• Return Shipping (Approx.): ₹3,000
• Original Shipping: Non-refundable
• Refund to Customer = ₹5,500 − ₹3,000 = ₹2,500

Seller-Specific Policies

• Return timelines may vary by seller
• Seller terms shown on product page
• FirgoMart facilitates resolution as per policy

International Orders – Return & Refund Policy

Orders shipped outside India are classified as international orders. Due to cross-border logistics, customs regulations, and high international return costs, international orders are not eligible for standard returns or exchanges.

Refunds for international orders will be considered only in the following cases:

Product received is damaged
Product received is defective
Wrong product delivered

All such requests must be raised within 48 hours of delivery, along with clear images or videos as proof for verification.

For approved international refund cases, physical return of the product to India may not be required. FirgoMart reserves the right to process refunds after internal verification without requesting the customer to return the product, depending on the nature of the issue.

Important Note: Customs duties, import taxes, international shipping charges, and any local fees paid in the destination country are strictly non-refundable under all circumstances.

Cash on Delivery (COD) is available only for orders shipped within India. All international orders must be prepaid using supported online payment methods.

Approved refunds for international prepaid orders will be processed to the original payment method only. Refund timelines may vary based on payment gateway processing, bank policies, and foreign exchange regulations.

If an international order is rejected, delayed, returned, or confiscated by customs authorities due to import restrictions, prohibited items, or local regulations of the destination country, FirgoMart shall not be liable for refunds or replacements.

Help & Support

support@firgomart.com

+91 81006 60080

Our Promise

FirgoMart is committed to fair policies, transparent processes, and quick resolution of return and refund requests.

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