This Refund & Return Policy explains when and how refunds and returns are handled on the Fyndra platform, operated by FYNDRA (OPC) PRIVATE LIMITED. It applies to orders placed by Shoppers through the Platform.
1. Nature of products
Fyndra is a marketplace for local shops across many categories — clothing and tailoring, general stores, gifts, stationery, personal care, home essentials, and more. Products may be non-perishable, perishable, or made/prepared to order. The refund treatment depends on the product category and the nature of the issue.
2. Alternatives before dispatch
If a Shop is out of stock for an item in your cart (a different size, colour, brand, or exact SKU than ordered), it will propose an alternative. You will be asked to:
- Accept the suggested alternative;
- Pick a different item from a shortlist; or
- Skip the item entirely (a refund for that line will be initiated).
Your consent is timestamp-logged. If you do not respond within the confirmation window and the Shop cannot reach you, the line will be skipped and refunded by default.
3. Cancellations
- You may cancel your order for a full refund before the Shop has accepted it.
- Once accepted and preparation has begun, cancellation may not be possible or may attract a reasonable charge covering perishable items already prepared.
- Shops may cancel an order if they are unable to fulfil it, with a full refund initiated to you.
4. Refunds after delivery
Refunds after delivery are governed by category:
- Non-perishable items (clothing, stationery, home goods, gifts, personal care, and similar): return within 24 hours of delivery if the item is unused, unopened where sealed, tags intact where applicable, and in resale condition. Return arrangements are made by the Shop or by Fyndra on behalf of the Shop.
- Perishable or prepared-to-order items: report quality issues within 2 hours of delivery, with a photo where possible. Approved refunds are initiated for the affected item(s).
- Made-to-measure or custom items (alterations, custom prints, personalised gifts): eligible for refund only if the item materially differs from the agreed specification. Change-of-mind is not covered on customised orders.
- Wrong item, damaged in transit, missing item: full refund for the affected line on verification.
5. Refund timelines
- UPI / online payments: refunds are typically initiated within 4 hours of approval and reflected in your account within 5–7 business days depending on your bank.
- Cash on delivery: refunds are made to your original account (UPI/bank) after you share the details with us.
6. Non-refundable situations
- Change of mind on perishable, opened, or prepared items.
- Delays caused by incorrect address, unavailability at delivery, or force majeure events.
- Damage caused after delivery.
7. How to raise a refund request
Raise a request through the Fyndra app if available, or email grievance@fyndra.in with your order ID, a description of the issue, and photos where relevant. We will acknowledge within 48 hours and resolve within 30 days as required under the Consumer Protection Rules, 2020.
8. Escalation
Unresolved concerns can be escalated to our Grievance Officer at grievance@fyndra.in. See the Privacy Policy for the officer's contact details.