Return/Exchange policy

FalconMoose
Effective Date: April 10th, 2026

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.

The Company is engaged in the business of selling apparel and lifestyle products through its official website and digital platforms. It recognises its obligations under Indian consumer laws to provide clear, fair, and reasonable mechanisms for addressing customer grievances. In alignment with prevailing industry practices, the Company follows a non-cash refund model, wherein eligible returns are processed through credit notes or promotional codes. Accordingly, this Policy is adopted to regulate all refund and exchange transactions and to ensure a fair and legally compliant customer experience.

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

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.

All orders are processed within 24 to 48 working hours from the time of payment confirmation, excluding weekends and public holidays. In the event of any anticipated delay, the Customer will be informed in advance.

An exchange request shall be considered valid only if it is raised within seven (7) days from the date of delivery and the product is unused, unworn, unwashed, and undamaged, with all original tags, labels, packaging, and invoices intact. Exchanges may be permitted for size-related issues (for the same product), damaged or defective products, incorrect items delivered, or change-of-mind requests where explicitly allowed. The Company reserves the sole right to approve or reject such requests after inspection of the returned product.

Exchange requests shall not be accepted if the product shows signs of use, washing, or damage; if tags, packaging, or invoices are missing; if the request is made 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 will be returned to the Customer without any liability on the part of the Company.

To initiate an exchange, the Customer must submit a request within seven (7) days through the official support channel, along with order details and supporting images. The Company will review the request within two (2) business days. Upon review, the Customer must securely dispatch the product for return. Once received, the product will be inspected within two to three (2–3) business days. Upon approval, a credit note will be issued. Only one exchange per order is permitted.

FalconMoose follows a strict non-cash refund policy. No refunds will be issued to bank accounts, UPI, cards, or wallets. Approved returns will be processed through a credit note equivalent to the product value, while shipping charges remain non-refundable. The credit note will be valid for ninety (90) days from the date of issuance, will be 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 will not be carried forward. Failure to use the credit note within the validity period will result in its expiry without reissue.

Customers are 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 liable for any damage or loss occurring during the return shipment.

The Company reserves the right to reject non-compliant returns, deny exchanges if policy terms are violated, and refuse claims that lack sufficient proof. No liability shall arise for rejected or invalid claims.

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

This Policy shall be governed by the laws of India, and all disputes arising in connection with it shall be subject to the exclusive jurisdiction of the competent courts in India.

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

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