Refund and Returns Policy - fenreer.com

Refund & Return Policy

Effective Date: 09-05-2025
Website: www.fenreer.com
Owner: SRM Foods & Spices

1. Return Window

We accept return requests within 7 days of delivery. After 7 days, we cannot offer a return, exchange, or refund.

2. Return Conditions

  • Items must be unused, unopened, and in their original packaging.

  • Returns must be shipped back to us at your own cost, unless the return is due to a verified product defect or damage in transit.

  • You must retain proof of shipping and tracking details until the return is processed and approved.

3. Damaged or Defective Products

We accept return or replacement requests for damaged or defective items within 48 hours of delivery. After 48 hours, we cannot accept claims for damage. We take utmost care in packaging and dispatching all orders. However, once a package is handed over to the courier service, it is beyond our direct control. We are not liable for any damage, delay, or loss caused during transit by the courier company. If your package arrives visibly damaged, please refuse delivery or record evidence (photos/videos) and notify us within 48 hours — we will assist you as much as possible in coordinating with the courier.

To process a damage claim, you must:

  • Contact us at contact@fenreer.com within 48 hours of delivery

  • Provide clear photo and/or video evidence of the damaged product and the packaging

  • Ensure the product is unused and preserved in its original condition

If the claim is approved, the customer may be required to bear the courier costs for returning the damaged product, depending on the situation.

Intentional or mishandled damage will be rejected upon inspection.

4. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed to your original payment method within 7–10 business days. Refund timelines may vary depending on your bank or payment provider.

If refund is rejected, we reserve the right to withhold the refund and retain the product.

Shipping charges are non-refundable.

5. Shipping Charges & Return Costs

  • Original delivery/shipping charges are non-refundable, even if a product is returned or refunded.

  • In case of returns, the customer may be responsible for the return shipping charges, unless otherwise stated or agreed upon in writing.

  • If re-shipping or reverse pickup is requested, additional courier fees may apply.

6. Specific Non-Returnable & Non-Refundable Items

  • Opened or Used Shilajit & Perfumes: For hygiene and safety reasons, any Shilajit or perfume products that have been opened, unsealed, or used are not eligible for return or refund. In such cases, we reserve the right to withhold the refund and retain the product.

  • Downloaded Digital Guides: All digital products (e-books, courses, guides) become accessible upon download or online access and are therefore non-refundable once the download link or access has been provided.

7. How to Initiate a Return

To initiate a return or report a damaged item, contact our support team at:
📧 contact@fenreer.com
Please include your order number, photos (if applicable), and the reason for return.

8. Final Disclaimer

SRM Foods & Spices and Fenreer reserve the right to refuse returns or refunds if the terms above are not followed or if any return appears fraudulent or abusive.