FINERI LUXE®

CANCELLATION, RETURN, EXCHANGE AND REFUND POLICY

2. Cancellation, Return, Exchange and Refund Policy

FINERI LUXE offers premium clothing and artificial jewellery products. Products are quality-checked before dispatch. Returns, exchanges and refunds are handled under the conditions below while preserving all non-waivable consumer rights.

2.1 Customer Cancellation

A customer may request cancellation of an order before dispatch by contacting FINERI LUXE Customer Support and providing the order number along with the registered contact details. A cancellation request shall be deemed successful only after written confirmation is issued by FINERI LUXE. Orders cannot ordinarily be cancelled after dispatch. Customised, altered, personalised, made-to-measure, made-to-order and specially procured products may become non-cancellable once production, alteration or procurement has commenced. For Prepaid Orders, any eligible refund shall be processed in accordance with this Policy. For Cash on Delivery (COD) Orders, where the customer has paid the required 20% Advance Booking Amount, cancellation, refund and deduction of the Advance Booking Amount shall be governed by this Policy and the FINERI LUXE Shipping and Delivery Policy. FINERI LUXE reserves the right to approve or reject any cancellation request in accordance with this Policy, applicable law and operational feasibility.

2.1A Refusal to Accept Delivery

If a customer refuses to accept delivery of a correctly supplied order without a valid reason attributable to FINERI LUXE, or where a shipment is returned to FINERI LUXE due to customer-related reasons, including but not limited to:

• refusal to pay the remaining Cash on Delivery (COD) balance;
• non-availability of the customer or recipient;
• inability to contact the customer;
• incorrect or incomplete delivery information;
• repeated unsuccessful delivery attempts; or
• any other customer-caused Return-to-Origin (RTO),

the following provisions shall apply:

For Prepaid Orders:

Any eligible refund may be processed after deduction of the actual outward shipping charges, Return-to-Origin (RTO) charges, payment gateway charges (if any) and other reasonable non-recoverable operational expenses, to the extent permitted under applicable law.

For Cash on Delivery (COD) Orders:

The Advance Booking Amount shall ordinarily be refunded after deduction of the actual outward shipping charges, Return-to-Origin (RTO) charges, payment gateway charges (if any) and other reasonable non-recoverable operational expenses, to the extent permitted under applicable law. Refunds under this Clause shall be processed in accordance with this Policy and the FINERI LUXE Shipping and Delivery Policy.

2.2 Cancellation by FINERI LUXE

FINERI LUXE reserves the right to cancel any order before dispatch for reasons including, but not limited to:

• Product becoming unavailable;
• Pricing errors or incorrect product information;
• Failure of payment verification or payment reversal;
• Suspected fraud, unauthorised payment or suspicious activity;
• Delivery location being non-serviceable;
• Technical, legal or operational circumstances preventing fulfilment;
• Force majeure events; or
• Any other legitimate business reason.

Where FINERI LUXE cancels a confirmed order, whether Prepaid or Cash on Delivery (COD), due to reasons attributable solely to FINERI LUXE, all amounts received from the customer, including the Advance Booking Amount (where applicable), shall ordinarily be refunded in full to the original payment method used by the customer, in accordance with applicable law.

2.3 Eligible Return Reasons

A return request may be considered only for one or more of the following reasons:

• Materially damaged product received;
• Incorrect product, design, colour, size or variant delivered by FINERI LUXE;
• Verified manufacturing defect;
• Missing product or material component;
• Product materially different from the confirmed product description; or
• Any other circumstance where a return is required under applicable law.

The customer must report the issue within 48 hours from the recorded delivery time together with the evidence specified in this Policy. Requests submitted after this period may be declined unless a longer reporting period is required under applicable law or has been expressly provided by FINERI LUXE. Submission of a return request does not automatically entitle the customer to a return, replacement, exchange or refund.

2.4 Evidence Required

To facilitate verification of a return, exchange or refund request, the customer shall provide, wherever applicable:

• Order number;
• Registered mobile number and email address;
• Photographs of the outer package;
• Photograph of the shipping label;
• Clear photographs showing the alleged issue;
• One continuous and unedited unboxing video;
• Original invoice or proof of purchase;
• Original tags, packaging and accessories; and
• A brief written explanation describing the issue.

The unboxing video should commence before opening the parcel and clearly record the unopened package, shipping label, seals, opening process, complete contents and the alleged issue. FINERI LUXE may request additional documents, photographs, videos or other reasonable evidence where necessary for verification. Where sufficient alternative evidence is available or where required under applicable law, FINERI LUXE may consider such evidence in place of any specific requirement.

2.5 Approval and Inspection

Submission of a request does not constitute automatic approval of a return, exchange or refund. FINERI LUXE reserves the right to:

• seek additional information or evidence;
• conduct remote verification;
• arrange reverse pickup where available;
• require the product to be returned for inspection;
• reject any request that does not satisfy the requirements of this Policy or applicable law.

Customers should not return any product without receiving prior approval and return instructions from FINERI LUXE. All returned products shall be subject to inspection upon receipt. Approval or rejection of a return, exchange or refund shall be based upon the findings of the inspection together with the evidence submitted by the customer and the provisions of this Policy.

2.6 Condition of Returned Products

Unless otherwise required by applicable law or expressly approved by FINERI LUXE, a returned product must satisfy all of the following conditions:

• The product must be unused, unworn, unwashed and unaltered;
• All original tags, labels and protective coverings must remain attached;
• The product must be returned in its original packaging together with all accessories, complimentary items and documents supplied with the order;
• The product must be free from stains, perfume, cosmetics, deodorant marks, odour, dirt, damage, misuse, stretching or any signs of customer use;
• The product must not be damaged due to improper handling, negligence or misuse after delivery; and
• The original invoice or other valid proof of purchase must be available.

FINERI LUXE reserves the right to inspect every returned product before approving any return, exchange or refund. Where a returned product fails inspection or does not satisfy the conditions prescribed under this Policy, FINERI LUXE may reject the request and return the product to the customer. Any applicable shipping or re-dispatch charges may be payable by the customer. Nothing contained in this Clause shall prejudice any mandatory rights available to customers under applicable law.

2.7 Non-Returnable or Restricted Products

Unless otherwise required under applicable law, returns, exchanges or refunds shall ordinarily not be accepted for:

• Change of mind, personal preference or dislike after delivery;
• Incorrect size selected by the customer, except where a discretionary exchange is approved by FINERI LUXE;
• Minor colour variation caused by photography, lighting, screen settings or display differences;
• Minor variations in handcrafted work, embroidery, beadwork, texture, print placement or dye batches;
• Customised, altered, personalised, made-to-order or made-to-measure products;
• Final-sale, clearance, promotional or expressly non-returnable products;
• Products that cannot reasonably be returned due to hygiene considerations after opening or use, including earrings or pierced jewellery;
• Products that have been used, worn, washed, damaged, altered or returned without the original tags or packaging;
• Gift cards, gift vouchers, promotional credits or store credits, except where otherwise required under applicable law.

A product shall not be treated as non-returnable where the claim relates to a verified manufacturing defect, material damage, incorrect product supplied by FINERI LUXE, missing components or any other circumstance for which the customer is entitled to relief under applicable law.

2.7A Warranty and Manufacturing Defect Assurance

FINERI LUXE primarily offers fashion apparel and artificial jewellery. Unless an express written warranty is stated on the relevant product page, invoice, warranty card or packaging, products are not supplied with a separate commercial warranty merely because they are sold through the Website.

Manufacturing Defect Assurance

This does not affect the customer's right to seek an appropriate remedy for a verified manufacturing defect, material damage, incorrect product, missing component or other non-conformity covered by this Policy or applicable law. Eligible claims must be reported within the period and with the evidence specified in this Policy.

What Is Not a Manufacturing Defect

The following shall not ordinarily constitute a manufacturing defect: normal wear and tear; accidental damage; improper washing, ironing, storage or cleaning; exposure to perfume, cosmetics, moisture, chemicals or excessive heat; customer alteration; misuse; failure to follow care instructions; tarnishing or fading caused by use or environmental exposure; minor handcrafted, embroidery, beadwork, print-placement, texture or dye-batch variations; or damage arising after delivery due to customer handling.

Product-Specific Warranty

If FINERI LUXE introduces a product category carrying a separate manufacturer or brand warranty, the applicable period, coverage, exclusions, claim procedure and service arrangement shall be stated on the product page, warranty card, invoice or packaging. Such product-specific terms shall prevail for that warranty, while mandatory consumer rights remain unaffected.

No Unauthorised Warranty Promise

No employee, marketplace seller, influencer, affiliate, courier representative or other third party may create or extend a warranty on behalf of FINERI LUXE unless the warranty is expressly confirmed in writing through an official FINERI LUXE channel.

2.8 Size Exchange

Customers are advised to carefully review the product-specific size chart before placing an order. A size exchange may be considered only for eligible products, subject to:

• successful quality inspection of the returned product;
• availability of the requested replacement size;
• compliance with this Policy; and
• operational feasibility.

Where the requested size is unavailable, FINERI LUXE may, at its sole discretion, offer:

• an alternative available size;
• another eligible product of equivalent value (subject to payment or refund of any price difference);
• store credit; or
• an eligible refund in accordance with this Policy.

For discretionary size exchanges requested due to incorrect size selection by the customer, reverse pickup charges, return shipping charges, re-shipping charges and any other applicable logistics expenses may be payable by the customer. Where the exchange is required because FINERI LUXE supplied the incorrect size, incorrect product or a product having a verified manufacturing defect, FINERI LUXE shall ordinarily bear the reasonable reverse logistics costs, subject to verification.

2.9 Sale and Promotional Products

Products sold under sale events, promotional campaigns, clearance offers, special discounts or limited-time offers may be designated as final sale, exchange-only or subject to specific conditions displayed on the relevant product page or promotional communication. Such promotional conditions shall apply in addition to this Policy. Nothing contained in this Clause shall affect the customer's statutory rights in respect of products that are materially damaged, incorrectly supplied, defective or otherwise covered under applicable consumer protection laws. Where promotional offers include complimentary gifts, bundled discounts, coupons, cashback, loyalty benefits or similar promotional incentives, the refund or exchange value may be adjusted in accordance with this Policy and the applicable promotional terms, to the extent permitted under applicable law.

2.10 Reverse Pickup and Return Shipping

Reverse pickup shall be subject to the serviceability of the customer's PIN code by the authorised logistics partner. Where reverse pickup is unavailable, FINERI LUXE may request the customer to return the product through a reliable and trackable courier service after obtaining prior approval. The customer shall securely pack the product to minimise the risk of damage during transit and retain proof of dispatch until the return process has been completed. For approved claims arising due to an error attributable solely to FINERI LUXE, including delivery of an incorrect product, materially damaged product or a verified manufacturing defect, FINERI LUXE may arrange reverse pickup or reimburse reasonable return shipping charges, subject to verification. For discretionary returns, size exchanges or other customer-requested exceptions, reverse pickup charges, return shipping charges, re-shipping charges and other applicable logistics expenses may be payable by the customer. Where a Cash on Delivery (COD) order is returned to FINERI LUXE as a Return-to-Origin (RTO) shipment before successful delivery due to customer-related reasons, refund of the Advance Booking Amount shall be governed by Clause 2.1A, Clause 2.12A, the FINERI LUXE Shipping and Delivery Policy and this Policy.

2.11 Exchange

An exchange request shall be subject to:

• eligibility of the product under this Policy;
• availability of the requested replacement product, size, colour or variant;
• successful inspection of the returned product;
• operational feasibility; and
• compliance with this Policy.

Where the requested replacement product is unavailable, FINERI LUXE may, at its sole discretion, offer:

• an alternative product of equivalent or higher value (subject to payment of any applicable price difference);
• store credit;
• an eligible refund; or
• any other commercially reasonable resolution.

Where the replacement product has a higher selling price than the original product, the customer shall pay the applicable price difference before dispatch. Where the replacement product has a lower selling price than the original product, any eligible difference shall ordinarily be refunded in accordance with this Policy. Approved exchanges are ordinarily processed and dispatched within 3 to 7 Business Days after successful receipt, verification and quality inspection of the returned product, subject to product availability. Nothing contained in this Clause shall limit any mandatory consumer rights available under applicable law.

2.12 Refund Method and Timeline

Where a refund is approved under this Policy, and where applicable, after successful receipt, inspection and verification of the returned product, FINERI LUXE shall ordinarily initiate the refund within 7 to 10 Business Days. The actual credit of the refunded amount may take additional time depending upon the customer's bank, card issuer, UPI service provider, payment gateway or other financial institution. FINERI LUXE accepts both Prepaid and eligible Cash on Delivery (COD) orders. Eligible refunds, including refunds of the Advance Booking Amount for Cash on Delivery (COD) orders where applicable, shall ordinarily be processed to the original online payment method used by the customer while placing the order or paying the Advance Booking Amount. Where refund to the original payment method is not possible due to technical, banking or regulatory reasons, FINERI LUXE may request verified bank account or UPI details from the customer for processing the refund. Refund processing timelines are estimates only and may be affected by banking systems, payment gateways, regulatory verification or circumstances beyond the reasonable control of FINERI LUXE.

2.12A Advance Booking Amount for Cash on Delivery (COD)

The 20% Advance Booking Amount paid for a Cash on Delivery (COD) order forms part of the Total COD Order Value and shall be adjusted against the total amount payable for the order. Where a customer becomes entitled to a refund of the Advance Booking Amount under this Policy or the FINERI LUXE Shipping and Delivery Policy, the refund shall ordinarily be processed after deduction of the actual outward shipping charges, Return-to-Origin (RTO) charges, payment gateway charges (if any) and other reasonable non-recoverable operational expenses, wherever applicable and to the extent permitted under applicable law. Where FINERI LUXE cancels a confirmed Cash on Delivery (COD) order due to reasons attributable solely to FINERI LUXE, the Advance Booking Amount shall ordinarily be refunded in full. Refund, adjustment or deduction of the Advance Booking Amount shall always be read together with Clause 2.1A of this Policy and the FINERI LUXE Shipping and Delivery Policy.

2.13 Non-Refundable Charges

Unless otherwise required under applicable law or where the refund arises solely due to an error attributable to FINERI LUXE, the following amounts may be deducted from or may not form part of an eligible refund, as applicable:

• Actual outward shipping charges;
• Return-to-Origin (RTO) charges;
• Payment gateway charges (if any);
• Customs duties, import duties, taxes or local levies already incurred;
• Gift wrapping or special packaging charges;
• COD Convenience Fee (where applicable); and
• Other reasonable non-recoverable operational, handling or logistics expenses.

Any deduction shall be limited to actual, reasonable and non-recoverable charges incurred in relation to the concerned order, shall be made only to the extent permitted under applicable law and this Policy, and may be supported by relevant logistics, payment gateway or operational records.

2.14 Promotional Benefits and Complimentary Gifts

Where an order includes a complimentary gift, bundled offer, promotional discount, coupon, cashback, loyalty benefit, reward points or any other promotional incentive, FINERI LUXE reserves the right to require return of the complimentary item or adjust its value while processing an eligible refund, where such adjustment has been disclosed to the customer and is permitted under applicable law. Where return of a complimentary product is required, the complimentary item must satisfy the same return conditions applicable to the principal product unless otherwise communicated by FINERI LUXE.

2.15 Fraud Prevention and Misuse

FINERI LUXE reserves the right to investigate, suspend, reject or refuse any return, exchange, refund or Cash on Delivery (COD) facility where it reasonably believes that there has been:

• product swapping;
• counterfeit or substituted returns;
• edited, manipulated or misleading photographs or videos;
• intentional product damage;
• repeated abusive return behaviour;
• repeated Return-to-Origin (RTO) incidents;
• repeated refusal to accept Cash on Delivery (COD) orders;
• chargeback fraud;
• missing components or accessories;
• misuse of promotional benefits; or
• any other fraudulent, abusive or suspicious activity.

Where appropriate, FINERI LUXE may suspend customer accounts, restrict future transactions, recover losses, initiate civil or criminal proceedings or take any other action permitted under applicable law.

2.16 How to Raise a Request

Customers seeking cancellation, return, exchange or refund assistance may contact FINERI LUXE through the following official channels:

Email: fineri.five@gmail.com

Phone: +91 8007008922

Support Hours: Monday to Saturday, 11:00 AM to 6:00 PM (Sunday Closed) The customer should include:

• Order Number;
• Registered Name;
• Registered Mobile Number;
• Registered Email Address;
• Whether the order was Prepaid or Cash on Delivery (COD);
• Reason for the request;
• Relevant photographs;
• Continuous unedited unboxing video; and
• Any other supporting documents reasonably requested by FINERI LUXE.

FINERI LUXE shall make reasonable efforts to acknowledge and process eligible requests within a reasonable time in accordance with this Policy.