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Return Policy
At Fortunate, we want to ensure that you are completely satisfied with your purchase. If there’s an issue with your order, we’re here to help with returns, refunds, cancellations, and exchanges. Here’s how we can work together to make it right:
What We Will Do Together:
Step 1 – Raise a Return/Replacement Request
- If you’ve received the wrong or expired product(s), please raise a return or replacement request within 7 days from the date of delivery.
- For damaged or missing product(s), please raise the request within 2 days from the date of delivery.
You can submit your request through the Contact Us page, or use the Chat option on our website.
Step 2 – Review of Your Request
- We will take 2 working days to review your return request.
Step 3 – Pickup of Your Product
- Once we approve your return request, we will send our courier partner to pick up the products delivered to you.
Step 4 – Self-shipping Option
- If reverse pickup service is unavailable at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse your courier charges either via PayTM Wallet or other reimbursement methods.
Step 5 – Verification and Refund/Replacement
- Once your returned product is received, it will be verified by our team. If your claim is valid, we will initiate a replacement or refund as per your request. Please note that replacement is subject to stock availability.
Under What Conditions Can I Return/Replace My Product?
We accept returns or replacements in the following cases:
- Wrong product delivered
- Expired product delivered
- Damaged product delivered (physical damage, tampered packaging)
- Incomplete order (missing products)
Under What Conditions Will Return/Replacement Requests Not Be Accepted?
We cannot accept returns or replacements in the following cases:
- Opened, used, or altered products
- Original packaging (mono cartons, labels, etc.) is missing
- Return request is made after 7 days from the date of delivery
- Damaged or missing product is reported after 2 days from the date of delivery
How Are Returns Processed?
- Once your return request is approved, our courier partner will pick up the product within 5-7 business days.
- The item will then be sent back to our warehouse, where it will undergo a quality control check.
- If the product passes the check, we will initiate a refund or replacement.
Can I Cancel My Order?
Yes, you can cancel your order if it hasn’t been shipped yet:
- Self-Cancellation: You can cancel your order directly from your account under My Account > Order Details, by clicking on the Cancel button.
- Customer Support: Alternatively, you can call us at +919910750817 (Mon – Fri, 10 am to 6 pm), and we’ll assist with the cancellation.
Note: Orders can only be cancelled while the status is “Ready to Ship.”
Fortunate reserves the right to cancel any order at any time and may require verification before shipping, which may include verbal or written confirmation from the customer.
How Will I Receive the Refund for My Cancelled or Returned Product?
- Prepaid Orders: Refunds for prepaid orders will be processed back to the original payment method (bank account, credit/debit card, etc.) within 7 business days.
- Cash on Delivery Orders: Customers who paid via COD will need to provide their bank account details, and the refund will be processed to that account.
How Long Does It Take to Receive a Refund for a Cancelled Order or Returned Product?
- Refunds for cancelled orders will be processed within 7 business days.
- For returns, once the product is received at our warehouse and passes the quality check, we will initiate the refund. The entire process typically takes 2 weeks after the product pickup.
Can I Return Part of My Order?
Yes! You can return any products from your order that are eligible for returns, within 7 days of delivery.
If you have any further questions or need assistance with your return or cancellation, please don’t hesitate to contact us. We are here to help!