Frequently Asked Questions

• How do I check if Furrl delivers to my pincode?
  You can find out if Furrl delivers to your PIN Code using the delivery information section on the product page.

 

• How can I cancel my order?
  You can place a cancellation request, for the order at the earlier of 24 (Twenty Four) hours of the order being placed or prior to the confirmation of the dispatch / shipment of the item(s) by the Brands. Your order cannot be cancelled once the status of your order on the application has changed to “shipped” or “in transit.” You can raise the cancellation request by following the below-mentioned steps:
  Go to My account > Click on ‘Orders’ > Go to the order you want to cancel and select ‘Order Details’ > Click on ‘Cancel Item’ > Select the item(s) in your order that you would like to cancel and provide the reason for cancellation and ‘Confirm’. Once a cancellation request is raised after following the aforementioned steps, Furrl will send you an email within 24-48 hours of the receipt of such cancellation request informing you whether or not your cancellation request has been approved.

 

• Can I cancel an order?
  Yes, you can cancel your order, but cancellations will be considered only if the shipment has not been dispatched / shipped by the Brand. Once the shipment has been dispatched, the order cannot be cancelled.

 

• Will I get a refund if I cancel my order?
  Yes, the refund will be processed within 7 – 10 business / working days after approval of the cancellation request.
  Any discount vouchers applied by you are intended for one-time use only and shall be treated as used even if you cancel the order. Furrl / Brands incur payment gateway charges, processing fees, convenience fees etc. for the transactions undertaken on Furrl including for processing any refunds. As a result, Furrl at its sole discretion will have the right to charge cancellation fees or such charges incurred by Furrl, which will not exceed 5% of the total order value for the orders cancelled by you.

 

• Can a brand or Furrl cancel my order?
  Furrl or the brands on Furrl can cancel the order anytime from the date on which the order has been placed till the delivery of the product to you, in case of the following: 
  1. If the Brands on Furrl are unable to fulfil the order because the ordered item(s) are unavailable, out of stock, or for any other reason cannot be delivered to you;
  2. If the address to which the order is to be delivered is not serviceable/incorrect or the delivery attempt has been unsuccessful;
  3. If the item(s) of the order has been lost during transit;
  4. If the payment has been made through online methods by you and Furrl / Brands on Furrl do not receive the payment;
  5. If the Brand is unable to dispatch the order because of regulatory lockdown or any other unforeseen circumstances or restrictions; or
  6. If the transaction / user account does not meet Furrl’s fair usage policy; or
  7. If Furrl or the Brands suspect any fraudulent transaction or a transaction that defies the terms and conditions of using the Platform.

 

• Will I get my refund if Furrl or the brand cancel my order?
  Yes, you will get a full refund if Furrl or the Brands cancel your order for any reason. However, Furrl at its sole discretion will have the right to charge cancellation fees as a result of the payment gateway fees, processing charges or convenience fees incurred by Furrl / the Brands in case Furrl / Brands suspect any fraudulent transaction or a transaction that defies the terms and conditions of using the platform or Furrl’s fair usage policy.

 

• What are the return policies on Furrl?
  Brands on Furrl can have any one of the three policies below.

1. 1. 1. All returns or size exchanges are enabled (1 per product). The request has to raised within 7 days of delivery.
      2. Only size exchanges are enabled (1 per product). The request has to be raised within 7 days of delivery.
      3. Only defective or incorrect products can be returned. The request has to be raised within 3 days of delivery.If you have been notified of an order delivery, but have not received any product, a request has to be raised within 3 days of receiving the notification

Return or exchange will be available only if the product has been returned in its original condition without being washed or used, with the tags preserved and not damaged. The Brands can refuse the return / exchange if the item(s) have not been returned in their original condition or have been used or is washed or if the tags are not preserved. 

 

• What if a defective or incorrect product has been shipped to me?
  You can write to Furrl, at care@furrl.in with the order number, issue, and images of defective/incorrect item(s) for initiating a return request, within 3 days of delivery of the order. 

  You may not be eligible for a refund, where –

  1. 1. You fail to keep the product in its original condition, which includes the product being damaged, used or washed or the tags not being preserved;
     2. You fail to provide adequate information about the issue with supporting evidence; 
     3. You fail to provide snapshots/pictures of the packaging and box (if any); or
     4. You fail to return the product.

 

• When will I get a refund for the return? 
  The returned item(s) will be verified by the brands in their warehouses after the item(s) have been received by the brand.

  The Brands on Furrl have the sole discretion in determining that the item(s) are preserved in the original condition and are completely unused by you. In a case, the item(s) are identified to be in a different condition against what was originally delivered to you or have been found to be damaged, used, washed or the tags not preserved, the Brands on Furrl at their sole discretion have a right to reject such return requests and refuse to refund the order amount.

  Once the verification of the order is successfully completed and the Brand is satisfied that the items are in their original condition, the refund for such orders will be processed within 7-10 business / working days.

 

• What is Furrl’s convenience fee?
  A small convenience fee of ₹100 will be applicable on orders under Rs. 499/-.

  If the order is lost or un-delivered to the delivery address, Furrl will refund the complete order amount including the convenience fee, if paid online.

  In case you raise a return or cancellation request against such orders, the convenience fee will not be refunded. 

  *Order value is calculated after applying discounts/VAT/GST or any other applicable charges.

 

Fair Usage Policy

Furrl has and will always strive hard to provide the best experience to its customers. However, it has been noticed that a few accounts abuse our customer-friendly return and cancellation policy. These accounts typically return or cancel most of the items bought or choose to not accept shipments. Hence, Furrl’s regular customers are deprived of the opportunity to buy these items. To protect the rights of its customers, Furrl reserves the right to collect a convenience fee and/or charge cancellation fees at its sole discretion for all such orders from accounts that Furrl may find to be fraudulent or are in violation of this fair usage policy or engaged in any other malpractices.. Further, Furrl also reserves the exclusive discretion to disable cancellations from such accounts or terminate such customers’ accounts on its platform if it believes that the usage of the platform by such accounts is in violation of the fair usage policy and the platform’s terms of use.

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Furrl reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to the customers. It is the customers’ responsibility to review this policy periodically for any updates/ changes.

For any further queries regarding return, replacement, or refund, please reach out to customer support at care@furrl.in.