Login a Return/Exchange

FalconMoose
Effective Date: April 10th, 2026

INTRODUCTION

This Refund & Exchange Policy (“Policy”) is established and implemented by FalconMoose (hereinafter referred to as the “Company”) in accordance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant laws governing e-commerce and consumer protection in India.

This Policy reflects the Company’s commitment to transparency, fairness, and customer satisfaction while maintaining operational efficiency and commercial viability. It provides a structured legal framework governing all post-purchase requests, including exchanges, returns, and non-cash refunds in the form of credit notes.

WHEREAS The Company is engaged in the business of selling apparel and lifestyle products through its official website and digital platforms. The Company recognises its obligations under Indian consumer laws to provide clear, fair, and reasonable mechanisms for addressing customer grievances. Furthermore, the Company adopts a non-cash refund model, aligned with industry practices, wherein eligible returns are processed through credit notes or promotional codes.

Now, therefore, this Policy is hereby adopted to regulate all refund and exchange transactions and to ensure a fair and legally compliant customer experience.

DEFINITIONS AND INTERPRETATION Unless the context otherwise requires, a “Customer” means any individual purchasing products from FalconMoose. “Exchange” refers to the process of returning a product and receiving either a replacement (subject to availability) or a credit note. A “Credit Note / Promo Code” means a unique, non-transferable code issued instead of a monetary refund. A “Return Request” refers to a formal request raised by the Customer within the prescribed timeline. An “Eligible Product” means a product that is unused, unwashed, undamaged, and returned with original tags and packaging, whereas a “Non-Returnable Product” refers to items excluded due to hygiene, promotional sale, or specific product conditions. All terms shall be interpreted in accordance with applicable Indian laws.

PURPOSE The purpose of this Policy is to establish a transparent and legally compliant refund and exchange mechanism, define the rights and obligations of both Customers and the Company, ensure consistent handling of post-purchase concerns, and safeguard the Company’s operational and commercial interests.

ORDER PROCESSING All orders are processed within 24 to 48 working hours from payment confirmation. Processing timelines exclude weekends and public holidays. In the event of any anticipated delay, the Customer shall be informed in advance.

ELIGIBILITY FOR EXCHANGE An exchange request shall be considered valid only if it is raised within seven (7) days from the date of delivery. The product must be unused, unworn, unwashed, and undamaged, with all original tags, labels, packaging, and invoices intact.

Permissible grounds for exchange include size-related issues (for the same product), receipt of a damaged or defective product, incorrect item delivery, or change of mind where explicitly permitted. The Company reserves the sole right to approve or reject any request after inspection of the returned product.

NON-ELIGIBILITY CONDITIONS Exchange requests shall be rejected if the product shows signs of use, washing, or damage; if tags, packaging, or invoices are missing; if the request is initiated beyond seven (7) days; if the product is marked as Final Sale or Non-Returnable; or if multiple exchange requests are made for the same order. Any non-compliant product shall be returned to the Customer without liability on the part of the Company.

EXCHANGE PROCESS To initiate an exchange, the Customer must submit a request within seven (7) days through the official support channel, along with order details and relevant images. The Company will review the request within two (2) business days. Upon preliminary approval, the Customer must securely dispatch the product for return.

Once received, the product will undergo inspection within two to three (2–3) business days. Upon successful verification, the exchange will be approved, and a credit note will be issued. Only one exchange per order is permitted.

CREDIT NOTE / PROMO CODE POLICY FalconMoose follows a strict non-cash refund policy. No refunds shall be issued to bank accounts, UPI, cards, or wallets. Approved returns will be processed exclusively through a credit note equivalent to the product value. Shipping charges are non-refundable.

The credit note shall be valid for ninety (90) days from the date of issuance, is single-use only, non-transferable, and cannot be redeemed for cash. It must be used in full in a single transaction, and any unused balance shall not be carried forward. Failure to use the credit note within the validity period will result in its expiry without reissue.

CUSTOMER OBLIGATIONS The Customer is required to return products in their original condition, ensure secure packaging during transit, and provide accurate information along with supporting proof, such as images or videos if requested. The Company shall not be held liable for any damage or loss occurring during the return shipment.

LIMITATION OF LIABILITY The Company reserves the right to reject any return request that does not comply with this Policy, deny exchanges where terms are violated, and refuse claims that lack sufficient proof. No liability shall arise for rejected or invalid claims.

GRIEVANCE REDRESSAL Customers may raise complaints by providing their full name, order ID, issue description, and supporting documents. The Company will acknowledge complaints within forty-eight (48) hours and aims to resolve them within seven (7) to fifteen (15) business days, ensuring fair and timely resolution.

GOVERNING LAW & JURISDICTION This Policy shall be governed by the laws of India. All disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts in India.

AMENDMENT FalconMoose reserves the right to modify or update this Policy at any time without prior notice. Continued use of the website following any changes shall constitute acceptance of the revised terms.

DECLARATION By placing an order with FalconMoose, the Customer acknowledges that they have read, understood, and agreed to this Refund & Exchange Policy in its entirety.

FalconMoose — Committed to Quality, Transparency & Customer Trust