Refund policy

Return, Refund and Exchange Policy

Last updated: 4 September 2026

At FERMOR, we want you to feel confident while shopping with us. Please read this Return, Refund and Exchange Policy carefully before placing an order.

This policy applies to purchases made through https://fermor.co.in.

1. Return Window

Subject to the eligibility conditions below, return or exchange requests must be raised within 7 days of delivery.

To raise a request, email us at support@fermor.co.in with:

  • Your order number.

  • Registered name and phone number.

  • Clear photos/videos of the product and packaging.

  • A brief description of the issue.

  • Unboxing video, where available, especially for damaged, missing, incorrect or tampered items.

We recommend recording an unboxing video from the moment the outer package is opened. This helps us investigate damage, missing items, incorrect products or tampering claims efficiently. However, customers’ statutory rights under applicable law are not limited solely because an unboxing video is unavailable.

2. Return Eligibility

To be eligible for a return or exchange, the item must:

  • Be unused, unworn, unwashed and unaltered.

  • Be in the same condition in which it was delivered.

  • Have all original tags, hygiene seals, labels, accessories and packaging intact.

  • Be returned with the original invoice or proof of purchase.

  • Be free from perfume, deodorant, makeup, stains, odour, hair, damage or signs of use.

  • Be returned only after written approval from FERMOR.

Items sent back without an approved return request may not be accepted.

3. Hygiene-Sensitive Products

FERMOR sells lingerie, shapewear, hosiery, bras, silicone accessories, nipple covers, body tape and other personal-use or hygiene-sensitive products.

For hygiene, safety and customer-protection reasons, we generally do not accept returns, refunds or exchanges for products that have been:

  • Worn, tried on, used, washed or altered.

  • Opened after delivery where the product has a hygiene seal, protective film or tamper-evident packaging.

  • Returned without original tags, seals, packaging or invoice.

  • Damaged after delivery due to misuse, improper handling, incorrect storage or failure to follow product instructions.

  • Purchased as final-sale, clearance or non-returnable items where clearly stated at the time of purchase.

  • Gift cards, if offered.

This hygiene restriction does not apply where the product is defective, damaged on arrival, incorrect, missing, spurious, materially different from the product ordered, or not as described.

4. Defective, Damaged or Incorrect Products

Please inspect your order immediately upon delivery.

If you receive a product that is:

  • Defective.

  • Physically damaged on arrival.

  • Incorrect.

  • Missing from the package.

  • Different from what you ordered.

  • Materially different from its description, size, colour, variant or advertised features.

  • Delivered in a tampered or visibly damaged package.

Please contact us within 48 hours of delivery at support@fermor.co.in.

Include your order number, photographs/videos of the outer package, shipping label, product and issue. Where available, please share an unboxing video.

After verification, FERMOR may offer one of the following, depending on stock availability and the nature of the issue:

  • Replacement.

  • Exchange.

  • Store credit.

  • Full or partial refund.

  • Any other remedy required under applicable law.

For approved cases involving a defective, damaged, incorrect or missing item, return shipping costs will be borne by FERMOR where a return is required.

5. Size Exchanges

We understand that fit is important, especially for shapewear and intimate-wear products.

A size exchange may be considered only when:

  • The product is eligible for exchange.

  • The product is unused, unworn, unwashed and unaltered.

  • All tags, hygiene seals, protective packaging and original invoice are intact.

  • The request is made within 7 days of delivery.

  • The requested replacement size is available.

  • The product is not marked as non-returnable due to hygiene, clearance or final-sale conditions.

Customers are responsible for checking the product size guide before ordering. A size exchange is subject to inspection and approval.

For size-exchange requests not caused by an error from FERMOR, return and reshipping charges may be payable by the customer. The applicable charges, if any, will be communicated before the exchange is processed.

6. How to Start a Return or Exchange

To start a return or exchange request:

  1. Email support@fermor.co.in within the applicable return window.

  2. Mention your order number, registered name, phone number and reason for the request.

  3. Attach clear photos/videos showing the item, tags, packaging and issue.

  4. Wait for written confirmation from FERMOR before shipping the product back.

  5. If the return is approved, we will provide return instructions and, where applicable, a return shipping label or pickup arrangement.

Returns must be sent only to the address shared by FERMOR after approval:

text

Return Address:[S 41. PARAM PURI, UTTAM NAGAR, NEW DELHI 110059]

Please do not send any product back without receiving prior return approval.

7. Return Pickup and Shipping Charges

For approved returns caused by:

  • A defective product.

  • A damaged product.

  • A wrong product.

  • A missing item.

  • A product materially different from the order or description.

FERMOR will arrange or reimburse eligible return shipping costs, where required.

For approved size exchanges or change-of-mind returns, if permitted, return pickup and reshipping charges may be deducted from the refund or collected from the customer. Any applicable amount will be communicated before the return or exchange is processed.

Shipping charges, COD handling charges, gift-wrap charges and other service charges are generally non-refundable unless the return is due to an error by FERMOR or otherwise required by applicable law.

8. Order Cancellation

Cancellation requests may be accepted only before an order has been packed, processed, shipped or handed over to the courier partner.

To request cancellation, email support@fermor.co.in immediately with your order number and registered contact details.

Once an order has been shipped, it cannot usually be cancelled and will be handled under this Return, Refund and Exchange Policy, where applicable.

FERMOR reserves the right to cancel any order due to product unavailability, pricing errors, inventory discrepancy, suspected fraud, incomplete address details, payment failure, operational issues or other reasonable circumstances. If payment has been received for a cancelled order, an eligible refund will be processed.

9. Refund Process

Once we receive and inspect an approved return, we will notify you by email about whether the refund has been approved or rejected.

If approved:

  • Refunds will be processed to the original payment method used for the order, wherever possible.

  • For Cash on Delivery orders, we may request bank-account, UPI or other payment details required to process the refund.

  • Refund processing may take up to 7–10 business days after approval.

  • Banks, card issuers, UPI providers and payment gateways may take additional time to reflect the amount in your account.

If more than 15 business days have passed after refund approval and you have not received the refund, contact us at support@fermor.co.in.

Refunds are subject to applicable law and will not limit any non-excludable consumer rights.

10. Non-Returnable Items

Unless defective, damaged, incorrect, not as described or otherwise required by applicable law, the following items may be non-returnable:

  • Intimate-wear products that have been opened, worn, tried on, washed, used or have had hygiene seals removed.

  • Hosiery and stockings that have been opened, worn, tried on or used.

  • Silicone bras, nipple covers, adhesive bras, bunny lift covers and similar personal-use products once opened or used.

  • Body tape, adhesive tape, single-use products and items with removed protective seals.

  • Products without original tags, packaging, invoice or proof of purchase.

  • Products damaged due to misuse, improper application, incorrect storage or failure to follow care instructions.

  • Gift cards, if offered.

  • Final-sale, clearance or non-returnable items where clearly marked at the time of purchase.

11. Refused Deliveries and COD Orders

Customers placing Cash on Delivery orders must ensure that they are available to receive the order.

Repeated refusal of COD orders, non-response to confirmation calls/messages, incorrect address details or failed delivery attempts may result in:

  • Cancellation of the order.

  • Restriction of future COD eligibility.

  • Requirement of prepaid payment for future orders.

FERMOR may contact customers by call, SMS, WhatsApp or email to confirm selected COD orders before dispatch.

12. Consumer Rights

Nothing in this policy limits your rights under applicable consumer-protection laws.

If a product is defective, damaged, spurious, incorrect, not as described, materially different from what was advertised, or otherwise covered by applicable law, customers may be entitled to an appropriate remedy, including replacement, repair, refund or other relief, as applicable.

13. Contact and Grievance Support

For return, refund, exchange, cancellation or product-related support, contact:

FERMOR Customer Support
Email: support@fermor.co.in
Phone/WhatsApp: [+91 7703963793]
Business Address: [S 41. PARAM PURI, UTTAM NAGAR, NEW DELHI 110059]

Grievance Officer: [KUSHAL BANSAL]
Email: support@fermor.co.in
Phone: [+91 7703963793]

We aim to acknowledge customer complaints within 48 hours and work toward resolution within the time required by applicable law.