RETURN, EXCHANGE & CANCELLATION


In case customer wants to return a product, other than product made to order, the customer must write to us at info@fio.world, a prompt response is assured to such mails. Customer can also call us at our customer service number +91 81782 29737, which remains open from Monday to Friday between 10.00AM to 05.30PM (IST) except declared holidays.

A. Nature of the goods

While we try to make sure that all weights, sizes and measurements set out on the site are accurate, there may be small differences between the weights, sizes and measurements of goods shown on the website and the actual goods we supply.

While we try to make sure that the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.

Many of our garments are hand finished or hand embroidered. By their nature these garments may exhibit small irregularities and may vary from examples shown on the website; this is not a manufacturing fault.

Garments featuring hand embroidery or hand finishing or incorporating fabrics such as chiffon and georgette are by their nature susceptible to pulls and rips and are not designed for hard wearing.

The packaging of the goods may vary from that shown on the site depending on the product.

B. Terms & Conditions for Return

  1. These terms of returns and exchange are limited to direct sale by FIO only and that these terms of returns and exchange are not available in case of a sale by third party and invoice which shall be governed by the terms of such sale.
  2. We may accept returns for store credit only. The store credit must be redeemed within the year of credit being issued. (Last Date: 31st December of ongoing year.) The original shipping charges and duties will not be refunded.
  3. Product must be returned to us within 14 days from the date it was shipped to customer.
  4. Product must be unused, unworn, unwashed and undamaged.
  5. Product must be returned with all tags attached in its original condition along with all packing material, courier receipt, invoice & other papers.
  6. Where provided, belts and any designer packaging such as authenticity cards, dust bags, leather tags etc. must be returned with the product.
  7. Damaged or soiled products will not be accepted.
  8. “FIO” will not be responsible for any damage caused in return transit of the product.
  9. Goods once sold can only be exchanged for a store credit if they meet our terms and conditions.
  10. In case customer wants to exchange an alternative product, other than product made to order, the same is possible. You have to return the product for a credit and purchase the new item a fresh. You can settle the payment from credit available into your account. The original shipping charges and duties will not be refunded. You must write or call to customer care as suggested for return of the product. Stated terms & conditions applicable to return will also be applicable to return for exchange.

C. List of non-returnable or non-exchangeable products

  1. Accessories, including jewellery, pocket squares, clutches, wallets, bags, scarves, belts, footwear etc.
  2. Custom made and Made to order products, Bespoke, Orders placed using store credit
  3. Unstitched items like Dupattas, Sarees with unstitched blouse
  4. Altered products as per the specifications/measurements provided by you
  5. Products that are purchased in any sale / promotion organized by FIO.
  6. Products which were identified/marked as non-returnable or non-exchangeable at the time of purchase.

D. Cancellation Policy

Please note an order can only cancelled within 24 hours of placing the order. Once the order is processed after 24 hours, no cancellation request will be entertained.

E. Damage/Defective/Wrong Supply of Products

Customer is advised to check the ordered products and quantity in the invoice, before accepting the package from the logistics service provider/courier.

In case of any discrepancy found, or damage to packet is noticed, please leave a suitable remark on receipt to logistics service provider/courier for accepting the delivery of the products.

In case the product is with a manufacturing defect or a wrong product has been received, kindly contact/email at “FIO” customer Service within 24 Hours of receiving the products.

 

Your email should contain comprehensive details of the defects/complaints of the product delivered to you.

Our principal designer will verify the manufacturing defects, after that our customer service team will email or contact you for the necessary action.

The product must be received within 7 days from the date of advice by Customer Service Department.

In case, the complaint found is genuine then “FIO” will try to rectify the defect or replace the same product to availability and return the product to buyer, if not possible, a store credit will be issued to the buyer.

  1. Shoes – All shoes should be tried on a carpeted surface before wear.
  2. Beauty Skincare, cosmetics, hair care and fragrance must be returned unused, unopened, and in their original packaging otherwise we may not accept them.
  3. Lingerie & Swimwear Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back to the customer.
  4. Faulty goods- Goods are classified as faulty if they are received damaged, or where a manufacturing fault has occurred. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
  5. Colors- We have made every effort to display the colors of our products that appear on FIO as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.
  6. Return outside the 14-day window may be accepted at our discretion.
  7. Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team.
  8. If you receive an item, which is damaged, please contact us immediately.
  9. If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges.
  10. For more information, please contact our Customer Care team. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a credit note if the item cannot be repaired or replaced.
  1. Made-to-Measure, Ready-made and Alteration

The following are the terms and conditions which apply to sales of made-to-measure and Ready Made garments and also to alterations to ready-made garments, purchased from FIO (“FIO ”) to you, (“the Customer”).

Made-to-measure garments are personally tailored to the Customer’s specifications and cannot be re-sold.

FIO is therefore unable to accept any cancellation of an order for a made-to-measure item. We will make all reasonable efforts to accommodate any change to an existing order required by a Customer, but cannot guarantee to be able to do so, and reserves the right to make an additional charge to the Customer for any changes.

Items purchased from FIO are non-exchangeable and non-refundable. The garment(s) purchased in store is(are) hand embroidered and hand finished. Due to the complex nature of the garment, embellishments may disintegrate from the fabric. This is not a manufacturing fault. Other fabrics such as chiffon and georgette are subject to pulls and rips as is the nature of the garment.

If the customer is not satisfied with the quality of the delivered items(s), FIO will, following inspection of the goods, implement a strict policy of Repair, Replace and finally Refund, depending on which remedy is the most appropriate.

Orders for alterations to ready-made garments cannot be cancelled and any variation to an alteration order may be subject to an additional charge. Should FIO agree, in its absolute discretion, to accept a cancellation, it reserves the right to make a cancellation charge to the Customer.

In the event of any dispute as to whether a finished made-to-measure item or alteration to a ready-made item conforms with the Customer’s requirements, the description recorded on the FIO or Measurement Slip shall be final. Accuracy of measurements submitted to FIO by the Customer will be entirely at the Customer’s own risk.

The Customer agrees to attend a minimum of three fittings of the made-to-measure or altered ready-made garment. The first fitting shall take place after delivery of the item; the second fitting 21 days thereafter and the third fitting after a further 14 days. (Despatch times are excluded from the aforementioned timetable). All further fittings will be completed within 10 working days post the 3rd fitting.

FIO cannot guarantee delivery of a finished made-to-measure garment to the Customer within any particular time, but will normally deliver within 9 – 12 weeks of accepting the Customer’s order.

Customers must collect finished articles within 30 days of being advised by FIO that they are available for collection. Failure to collect within this time without the consent of FIO may result in the item being disposed of. Correspondence of delivery will be via electronic mail or contact details recorded on the form. Customers are requested to check the details thoroughly prior to submission.

Ownership of any garment shall not pass to the Customer until paid for in full.

The garment should be kept in a separate cover when not in use and not in contact with any other garment as direct contact with another embroidered outfit may damage it. The garment must be kept out of contact of water and perfumes as they may cause discoloration. The garment must be Dry Cleaned by a reputed dry cleaner company only.