1. Refund Policy
We offer refunds under the following circumstances:
- Damaged or Defective Items: If your item arrives damaged or defective and the issue is reported within 7 days of delivery.
- Lost in Transit: If your order is confirmed as lost by the courier service.
- Order Cancellations: If you cancel your order before it is shipped.
2. How to Request a Refund
To initiate a refund request:
Please go to your Account Page and check your recent orders.
You will get the “Refund” button in front of your order for initiating any return & getting refunds.But Please read our Refund Policy before initiating any returns or exchange.
Apart from this, if you want you can –- Contact Us: Reach out to our support team via live chat or email.
- Provide Details: Include your order number, reason for the refund, and any supporting evidence (e.g., photos of the damaged product).
- Processing Time: Refunds are processed within 5-7 business days for domestic payments and 7-14 business days for international payments, depending on the payment method used.
3. Dispute Resolution Process
If you are not satisfied with the resolution or have any disputes:
- Step 1: Contact Customer Support: Share your concerns with our support team. We will work with you to resolve the issue promptly.
- Step 2: Escalation: If the initial resolution is not satisfactory, you can escalate the matter by requesting a review by a higher authority within our support team.
- Step 3: Third-Party Resolution: For payments made via PayPal, you can escalate disputes through PayPal’s Resolution Center if necessary.
4. Important Notes
- Proof of Issue: Providing clear proof such as unboxing videos or photos is crucial for a swift resolution.
- Timely Reporting: Ensure to report any issues within 7 days of receiving your order to be eligible for a refund.
- Final Decision: Our team’s decision on refund eligibility and disputes will be final after a thorough review.
5. Contacting Us
For any refund or dispute inquiries, please:
- Live Chat: Use our chatbot for real-time assistance.
- Email Us: Submit your query through our contact form for a detailed response.
We are dedicated to resolving any issues fairly and efficiently to ensure your satisfaction. Thank you for choosing Purani Factory!
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