Return/Exchange Policy
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;
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:
“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.“Credit Note / Promo Code” means a unique, non-transferable code issued instead of a monetary refund.
“Return Request” means a formal request raised by the Customer within the prescribed timeline.
“Eligible Product” means a product that is unused, unwashed, undamaged, and returned with original tags and packaging.
“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 Customers and the Company;
Ensure consistent handling of post-purchase concerns.
Safeguard the Company’s operational and commercial interests.
ORDER PROCESSING
All orders are processed within 24 to 48 working hours from payment confirmation.
Processing excludes weekends and public holidays.
Any anticipated delay shall be communicated to the Customer in advance.
ELIGIBILITY FOR EXCHANGE
An exchange request shall be considered valid only if:
The request is raised within 7 (seven) days from delivery.
The product is unused, unworn, unwashed, and undamaged;
All original tags, labels, packaging, and invoices are intact;
Permissible Grounds:
Size-related issues (same product)
Damaged or defective product
Incorrect item delivered
Change-of-mind (only where explicitly permitted)
The Company reserves the sole right to approve or reject requests after inspection.
NON-ELIGIBILITY CONDITIONS
Exchange requests shall be rejected under the following circumstances:
Product shows signs of use, washing, or damage;
Missing tags, packaging, or invoice;
Request initiated beyond 7 days.
Products marked as Final Sale / Non-Returnable;
Multiple exchange requests for the same order.
Any non-compliant product shall be returned to the Customer without liability.
EXCHANGE PROCESS
The Customer must follow the process below:
Initiation: Submit the request within 7 days via the official support channel with order details and images.
Review: The Company shall review within 2 business days.
Return Shipment: Customer must dispatch the product securely.
Inspection: Product will be inspected within 2–3 business days.
Approval: Upon approval, a credit note shall be issued.
Note: Only one exchange per order is permitted.
CREDIT NOTE / PROMO CODE POLICY
FalconMoose follows a strict non-cash refund policy.
No refunds will be issued to bank, UPI, card, or wallet.
Approved returns will receive a credit note equivalent to the product value.
Shipping charges are non-refundable.
Conditions:
Valid for 90 days from issuance
Single-use only
Non-transferable and non-redeemable for cash
Must be used in full (no balance carry forward)
Failure to use within validity results in expiry without reissue.
8. CUSTOMER OBLIGATIONS
The Customer shall:
Return products in original condition.
Ensure secure packaging during transit.
Provide accurate information and proof (images/video if required);
The Company shall not be liable for damage or loss during return transit.
LIMITATION OF LIABILITY
The Company reserves the right to:
Reject non-compliant returns;
Deny exchange if policy terms are violated.
Refuse claims lacking sufficient proof;
No liability shall arise for rejected or invalid claims.
GRIEVANCE REDRESSAL
Customers may raise complaints with:
Full Name
Order ID
Issue description
Supporting documents
Timeline:
Acknowledgement: within 48 hours
Resolution: within 7–15 business days
The Company shall ensure fair and timely resolution.
GOVERNING LAW & JURISDICTION
This Policy shall be governed by the laws of India.
All disputes 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 constitutes 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