Returns, Refund & Exchange Policy
When a claim is eligible, what evidence is required and how a resolution is decided.
At a glance
A short summary of the points customers ask about most. The full policy below is what applies.
- Report a damaged, defective or wrong piece within 7 days of delivery.
- A continuous unboxing video is needed for damage claims.
- Earrings and nose pins cannot be returned for hygiene, unless damaged or wrong.
- Refunds go back to the original payment method within 5 to 7 business days.
If your order arrives damaged, defective or wrong, we will exchange it or refund you. Please read these conditions before you raise a request.
When you can return
You can request an exchange or refund within 7 days of delivery if the item is damaged, defective or different from what you ordered.
We do not accept returns for change of mind, a size chosen by mistake, or small colour differences caused by screens and lighting.
What we cannot accept
- Earrings and nose pins, for hygiene reasons, unless they arrive damaged or you receive the wrong item.
- Items you have worn, used or altered.
- Items missing their original tags, box or packaging.
- Requests you raise more than 7 days after delivery.
- Damage claims without a continuous unboxing video.
Unboxing video
We need a continuous unboxing video to accept any damage claim. Start recording before you open the parcel and keep going until the jewellery is fully out.
- Show the sealed parcel and the shipping label at the start.
- Record in one take, with no cuts, pauses or edits.
- Show the damage or fault clearly before you stop recording.
A video also helps us sort out wrong-item claims quickly.
How to raise a request
Contact us within 7 days of delivery on WhatsApp at +91 95506 27601 or by email at support@fahus.in. Send us:
- Your order number
- Clear photos of the item and the packaging
- Your unboxing video
- Whether you prefer an exchange or a refund
We will review your request and reply on WhatsApp or by email.
Sending the item back
Once we approve your request, we will tell you how to send the item back to us. Pack it in its original box or pouch with all tags so it reaches us safely.
Quality check
When the item reaches us, we check its condition. After the quality check, we send you a replacement or process your refund.
If the item does not pass the check, for example because it shows signs of wear or the tags are missing, we will contact you and explain why.
Exchanges
We ship your replacement once the returned item passes the quality check. If the same design is out of stock, we will refund you instead.
Refunds
We send approved refunds to your original payment method within 5–7 business days of approval. Your bank or payment app may take a little longer to show the amount.
For Cash on Delivery orders, we refund by UPI or bank transfer, and we will ask you for your UPI ID or bank details.
Fahus will never ask for your OTP, UPI PIN, card PIN or CVV.
Cancellations
You can cancel your order free of charge before we dispatch it. Message us on WhatsApp or email us with your order number.
Once we dispatch an order, we cannot cancel it. If the item then arrives damaged, defective or wrong, this policy applies as usual.
If you paid online for an order you cancel, we refund the full amount to your original payment method within 5–7 business days.
Your rights
This policy does not affect your rights under the Consumer Protection Act, 2019, or any other Indian law.
Contact us
For any question about returns, exchanges or refunds, WhatsApp us at +91 95506 27601 or email support@fahus.in.