At FeelGood Multitrade (OPC) Pvt Ltd ("FeelGood", "Company", "we", "our" or "us"), customer satisfaction, product quality and ethical business practices are fundamental to our business philosophy. We are committed to ensuring that every customer and Direct Seller receives genuine products and fair, transparent and efficient after-sales support.
This Return, Refund, Replacement & BuyBack Policy has been formulated to establish a clear, transparent and customer-friendly framework governing the return, replacement, refund and buyback of eligible products purchased from the Company. The Policy seeks to balance consumer protection with responsible business practices while safeguarding the legitimate interests of customers, Direct Sellers and the Company.
Every request for return, replacement, refund or buyback shall be considered in accordance with the terms of this Policy, the Direct Seller Agreement, the Terms & Conditions and other applicable Company policies. Customers and Direct Sellers are advised to read this Policy carefully before purchasing products or participating in the Company's business.
The Company reserves the right to verify every request to ensure compliance with this Policy and applicable laws. Requests that are fraudulent, misleading, abusive or inconsistent with this Policy may be rejected without prejudice to any other rights available to the Company under law.
This Policy has been prepared in accordance with applicable laws governing direct selling, consumer protection and commercial transactions in India, including but not limited to:
This Policy shall be interpreted in a manner consistent with the applicable laws of India. In the event of any inconsistency between this Policy and any mandatory legal requirement, the applicable law shall prevail to the extent of such inconsistency.
The purpose of this Return, Refund, Replacement & BuyBack Policy is to establish a fair, transparent and consistent framework governing the return, replacement, refund and buyback of eligible products purchased from the Company. This Policy reflects the Company's commitment to consumer protection, ethical business practices and compliance with applicable laws.
This Policy is intended to:
This Policy applies to all eligible products purchased directly from the Company through its authorised sales channels, including purchases made by customers and Direct Sellers, unless otherwise expressly stated by the Company in writing.
This Policy governs:
This Policy shall be read together with the Company's Direct Seller Agreement, Terms & Conditions, Code of Conduct and Ethics, Privacy Policy and other applicable Company policies. In the event of any inconsistency, the applicable law or the relevant Company policy shall prevail to the extent of such inconsistency.
Unless the context otherwise requires, the following terms shall have the meanings assigned to them below:
"Customer" means any person who purchases the Company's products for personal consumption or use and does not purchase such products for resale or commercial distribution, unless otherwise permitted by applicable law.
"Direct Seller" means an individual authorised by the Company to undertake direct selling activities in accordance with the Direct Seller Agreement and applicable laws.
"Return" means the process of sending an eligible product back to the Company in accordance with this Policy for inspection and appropriate resolution.
"Refund" means the repayment of the eligible purchase amount by the Company through an approved mode of payment after acceptance of a valid return request.
"Replacement" means the substitution of an eligible product with the same or an equivalent product after verification by the Company.
"BuyBack" means the repurchase by the Company of eligible marketable products from a Direct Seller in accordance with this Policy, the Direct Seller Agreement and applicable laws.
"Marketable Product" means a product that is genuine, unopened, unused, unexpired, undamaged, in its original packaging with all labels, seals, accessories and accompanying documents intact, and is in a condition that permits its resale by the Company as determined by the Company after inspection.
"Cooling-Off Period" means the period during which an eligible customer or Direct Seller may exercise the right to cancel an eligible purchase and seek a refund or other applicable relief in accordance with this Policy and applicable laws.
"Original Invoice" means the tax invoice, bill or other proof of purchase issued by the Company or its authorised system evidencing the purchase of the relevant product.
"Business Day" means any day on which the Company's registered office is open for normal business operations, excluding Sundays, public holidays and such other days as may be notified by the Company.
Words importing the singular shall include the plural and vice versa, and references to any gender shall include every gender, unless the context otherwise requires.
Customer satisfaction is one of the Company's highest priorities. The Company is committed to delivering quality products and providing fair, transparent and efficient after-sales support. If a customer receives a product that is damaged, defective, incorrectly supplied or otherwise eligible for return under this Policy, the Company shall make reasonable efforts to provide an appropriate resolution through replacement, refund or any other suitable remedy, subject to verification and the terms of this Policy.
The Company believes that every genuine customer concern deserves prompt attention. Accordingly, all eligible requests shall be handled in a fair, objective and transparent manner without unnecessary delay. At the same time, the Company reserves the right to reject requests that are fraudulent, abusive, repetitive or otherwise inconsistent with this Policy.
Nothing contained in this Policy shall be interpreted as creating an unconditional right to return every product. Each request shall be evaluated on its individual merits after considering the nature of the request, the condition of the product, the supporting documents submitted and the applicable provisions of this Policy.
Subject to the terms of this Policy, the Company may accept requests for return of products where a genuine and valid reason exists. Every return request shall be subject to verification of the product, supporting documents and compliance with the conditions specified herein. Acceptance of a return request shall remain at the sole discretion of the Company after such verification.
Without prejudice to the generality of the foregoing, a product may be eligible for return under the following circumstances:
Where the product delivered differs from the product actually ordered or invoiced, the customer or Direct Seller may request a return, replacement or other appropriate resolution, subject to verification by the Company.
A product received in a physically damaged condition due to manufacturing, packaging or transit may be eligible for return or replacement, provided that the damage is reported promptly after delivery and the product has not been further used or altered.
Products found to contain a genuine manufacturing defect may be eligible for return or replacement after inspection and confirmation by the Company or any authorised person appointed by the Company.
Where the quantity of products received does not correspond with the invoice or order confirmation, the customer or Direct Seller shall promptly notify the Company. Upon verification, the Company may provide the missing product, replace the shipment or offer another appropriate resolution.
Where a customer raises a genuine concern regarding the quality of a product, the Company may, after examining the facts and inspecting the product wherever necessary, determine whether the product qualifies for return, replacement or any other suitable remedy under this Policy.
Unless otherwise approved by the Company or required by applicable law, every eligible return request shall generally satisfy the following conditions:
To ensure product quality, consumer safety and fairness to all customers and Direct Sellers, certain products shall not qualify for return, replacement or refund unless otherwise required by applicable law or expressly approved by the Company in writing.
Without limitation, the following products shall ordinarily not be eligible for return:
The Company may, at its sole discretion and after considering the facts and circumstances of a particular case, accept or reject any return request that does not strictly satisfy the above conditions, provided such decision is consistent with applicable laws and principles of fairness.
Every request for return, refund or replacement shall be subject to the conditions specified in this Policy. Submission of a request does not automatically entitle a customer or Direct Seller to a return, refund or replacement. The Company shall examine each request individually after considering the supporting documents, the condition of the product and the applicable provisions of this Policy.
The Company may require photographs, videos, invoices, batch details, product packaging or any other information reasonably necessary to verify the authenticity and eligibility of a request. Failure to provide the requested information may result in delay or rejection of the request.
Where considered necessary, the Company may require the product to be returned for physical inspection before approving any return, refund or replacement. The Company's decision shall be based upon the findings of such inspection and other relevant facts.
The Company may require customers or Direct Sellers to obtain a Return Authorisation or follow the prescribed return procedure before dispatching any product to the Company. Products returned without following the prescribed procedure may be refused or returned to the sender.
Approval or rejection of any request shall be based upon the Company's verification process, the condition of the product, the supporting evidence submitted and compliance with this Policy. Acceptance of a returned product for inspection shall not, by itself, constitute acceptance of liability or approval of the claim.
Customers and Direct Sellers are expected to cooperate with the Company throughout the return, refund or replacement process by providing accurate information, preserving the product in its existing condition and promptly complying with reasonable requests made by the Company for verification or inspection.
To facilitate timely processing of return requests, customers and Direct Sellers shall follow the procedure prescribed by the Company. Failure to comply with the prescribed procedure may result in delays or rejection of the request where such non-compliance materially affects the Company's ability to verify or process the claim.
The customer or Direct Seller shall submit a return request within 10 (ten) days from the date of delivery of the product through the Company's authorised customer support channels or such other mode as may be prescribed by the Company. The request shall clearly specify the reason for the return together with the relevant order details.
The Company may require the customer or Direct Seller to provide supporting documents or information, including but not limited to the Original Invoice, order details, photographs, videos, batch numbers, product packaging or any other information reasonably necessary for verification of the request.
Upon receipt of the request, the Company shall conduct a preliminary review to determine whether the request appears to satisfy the requirements of this Policy. Where additional clarification or documentation is required, the customer or Direct Seller shall be informed accordingly.
Where the Company instructs that the product be returned, the customer or Direct Seller shall securely pack the product together with all original accessories, packaging, labels, promotional items and supporting documents, wherever applicable, and dispatch the same in accordance with the Company's instructions.
Upon receipt of the returned product, the Company shall inspect and verify the product to determine whether the request satisfies the requirements of this Policy. Based upon the outcome of such verification, the Company may approve the request for refund, replacement or any other appropriate remedy, or reject the request by communicating the reasons wherever considered appropriate.
Customers and Direct Sellers are advised not to return any product unless instructed by the Company or unless the applicable return process specifically requires the product to be returned.
Every product returned to the Company shall be subject to inspection and verification before any request for return, refund, replacement or BuyBack is approved. The purpose of such inspection is to verify the authenticity of the request, determine the condition of the product and ensure compliance with this Policy.
The Company may inspect the returned product either physically or through any other reasonable method considered appropriate, including review of photographs, videos, batch numbers, invoices or any other supporting information submitted by the customer or Direct Seller.
The Company shall endeavour to complete the inspection and verification of returned products within 7 (seven) Business Days from the date of receipt of the returned product, subject to the availability of all necessary information and the nature of the inspection required.
During the inspection process, the Company may verify, among other things:
Where necessary, the Company may request additional documents, photographs, videos, declarations or clarifications from the customer or Direct Seller before arriving at a final decision. Failure to provide the requested information within a reasonable time may result in delay or rejection of the request.
Upon completion of the inspection and verification process, the Company shall determine whether the request qualifies for return, refund, replacement, BuyBack or any other appropriate resolution under this Policy. The Company's decision shall be based upon the facts of each case, the condition of the product, the supporting evidence submitted and the applicable provisions of this Policy.
Nothing contained in this section shall prevent the Company from seeking expert opinion, laboratory testing or any other technical verification wherever considered necessary for determining the nature of a product-related issue.
Subject to successful verification and approval of an eligible return request, the Company may process a refund in accordance with this Policy. Refunds shall be made only for products that qualify under the applicable provisions of this Policy and after completion of the Company's inspection and verification process.
A refund may be granted where the Company determines that the returned product satisfies the eligibility conditions specified under this Policy and replacement is either not feasible or not preferred by the customer, wherever applicable.
Approved refunds shall ordinarily be processed through the original mode of payment used for the purchase. Where refund through the original payment method is not reasonably possible, the Company may process the refund through any other lawful mode considered appropriate, after obtaining the necessary information from the customer or Direct Seller.
The Company shall endeavour to process approved refunds within 10 (ten) Business Days after completion of the inspection and verification process. However, the actual credit of the refunded amount may depend upon the banking system, payment gateway, financial institution or other service providers involved in processing the transaction.
Where only a part of an order qualifies for refund or where applicable deductions are permitted under law or this Policy, the Company may process a partial refund corresponding to the eligible portion of the transaction.
Refunds shall be processed in accordance with the applicable tax laws, including Goods and Services Tax (GST), and may be subject to adjustments, reversals or deductions wherever required by law or by the Company's accounting and taxation procedures.
If a refund cannot be successfully processed due to incorrect banking information, payment gateway failure, account closure or any other reason beyond the Company's reasonable control, the customer or Direct Seller shall cooperate by providing the necessary information to facilitate completion of the refund. The Company shall not be liable for delays attributable to banks, payment gateways or other third-party financial service providers.
Refund of the purchase amount shall ordinarily constitute the final settlement of the approved return request unless otherwise agreed by the Company in writing or required by applicable law.
The Company is committed to ensuring that customers and Direct Sellers receive products in proper condition and in accordance with their orders. Where an eligible product is found to be defective, damaged, incorrectly supplied or otherwise qualifies for replacement under this Policy, the Company may provide a replacement after successful inspection and verification.
A replacement may be approved where the Company determines that the returned product satisfies the eligibility conditions prescribed under this Policy and replacement is considered the most appropriate remedy.
Replacement may ordinarily be considered in cases including, but not limited to:
The Company shall ordinarily replace the returned product with the same product. Where the same product is unavailable, discontinued or otherwise cannot reasonably be supplied, the Company may, with the consent of the customer or Direct Seller wherever appropriate, provide an equivalent product or offer another suitable resolution in accordance with this Policy.
Replacement shall be subject to product availability and operational feasibility. If replacement cannot reasonably be provided, the Company may process a refund or provide any other appropriate remedy in accordance with this Policy.
Approved replacement products shall ordinarily be dispatched within 10 (ten) Business Days after approval of the replacement request and receipt of the returned product, wherever return of the original product is required under this Policy, subject to product availability.
Replacement of a product under this Policy shall not constitute an admission of defect, negligence or liability on the part of the Company beyond the obligations expressly provided under this Policy or applicable law.
The Company is committed to complying with the applicable provisions governing the buyback of products from Direct Sellers. Subject to this Policy, the Direct Seller Agreement and applicable laws, the Company may repurchase eligible marketable products from a Direct Seller who wishes to discontinue or reduce their business activities or otherwise seeks buyback of eligible inventory.
The purpose of this BuyBack Policy is to promote fair business practices, prevent inventory accumulation and provide eligible Direct Sellers with a transparent mechanism for returning marketable products purchased from the Company.
A Direct Seller may submit a BuyBack request within 15 (fifteen) days from the effective date of resignation, termination or voluntary discontinuation of the Direct Seller Agreement in respect of eligible Marketable Products purchased directly from the Company during the preceding 12 (twelve) months, subject to this Policy and applicable laws. BuyBack shall apply only to products that satisfy the conditions prescribed under this Policy.
Only Marketable Products shall qualify for BuyBack. The returned products shall ordinarily be unopened, unused, unexpired, undamaged, in their original saleable condition and accompanied by the Original Invoice together with all original packaging, labels, seals, accessories and promotional materials, wherever applicable.
Without limitation, BuyBack shall ordinarily not be available for:
Every BuyBack request shall be subject to inspection and verification by the Company. The Company may examine the returned products to determine whether they satisfy the requirements of a Marketable Product and comply with this Policy before approving any BuyBack request.
Upon approval of a BuyBack request, the Company may repurchase the eligible products at the value determined in accordance with the Direct Seller Agreement, the Compensation Plan, this Policy and applicable laws. Wherever permitted by law, the Company may make reasonable deductions, adjustments or recoveries relating to incentives, bonuses, discounts, taxes or other financial benefits previously paid or credited in respect of the returned products.
The Direct Seller shall submit a BuyBack request through the Company's prescribed procedure together with the Original Invoice and such other documents or information as may reasonably be required. The Company shall process eligible BuyBack requests after verification of the products and supporting documents in accordance with this Policy.
Approval of a BuyBack request may result in corresponding adjustments to business volume, incentives, bonuses, ranks, recognitions or other benefits associated with the returned products, wherever applicable under the Compensation Plan or other Company policies.
The Company reserves the right to reject any BuyBack request that does not comply with this Policy, contains false or misleading information, involves non-marketable products or otherwise appears fraudulent, abusive or inconsistent with applicable laws or the legitimate business interests of the Company.
The Company recognises the importance of protecting the interests of customers and Direct Sellers by providing a fair opportunity to reconsider an eligible purchase. Accordingly, the Company may permit cancellation of eligible purchases and provide appropriate relief during the applicable Cooling-Off Period in accordance with this Policy and applicable laws.
A request made during the Cooling-Off Period shall be considered subject to verification of the product, compliance with the conditions prescribed under this Policy and fulfilment of any applicable legal requirements.
An eligible customer or Direct Seller wishing to exercise the Cooling-Off right shall notify the Company through its authorised customer support channels within 7 (seven) days from the date of purchase and comply with the prescribed return procedure.
Products returned during the Cooling-Off Period should ordinarily be returned in their original condition together with the Original Invoice, packaging, labels, seals, accessories and complimentary items, wherever applicable, unless otherwise required by applicable law.
Upon successful verification, the Company may process the request by providing a refund, replacement or any other appropriate relief in accordance with this Policy and applicable laws.
The Cooling-Off right shall not apply where its exercise is prohibited by applicable law or where the product does not satisfy the eligibility requirements prescribed under this Policy.
The responsibility for return shipping, collection, transportation and delivery of products shall be determined by the Company having regard to the nature of the request, the reason for return and the applicable provisions of this Policy.
The Company is committed to maintaining a fair and transparent return, refund, replacement and BuyBack process. At the same time, the Company reserves the right to prevent misuse of this Policy and to take appropriate action where any request is found to be fraudulent, dishonest, misleading or otherwise inconsistent with the legitimate purpose of this Policy.
Every customer and Direct Seller shall act honestly and in good faith while submitting any request under this Policy and shall provide complete, accurate and truthful information to the Company.
The Company may reject any request where it reasonably believes that false, fabricated, misleading or incomplete information has been submitted or where any document, invoice, photograph, video or other evidence has been forged, altered or manipulated.
Repeated or excessive return requests, deliberate misuse of this Policy, intentional damage to products, replacement fraud, misuse of promotional offers or any attempt to obtain an unfair financial or commercial advantage may constitute abuse of this Policy and may result in rejection of the request or other appropriate action by the Company.
The Company reserves the right to investigate any suspicious transaction, return, refund, replacement or BuyBack request and may require additional documents, declarations or other information considered reasonably necessary to determine the genuineness of the request.
Nothing contained in this Policy shall restrict the Company's right to reject any fraudulent or abusive request, suspend further processing, recover any wrongful benefit obtained or initiate appropriate legal or contractual action wherever permitted under applicable laws.
The Company values customer satisfaction and is committed to resolving genuine grievances in a fair, transparent and timely manner. Customers and Direct Sellers who have any concern relating to returns, refunds, replacements, BuyBack requests or any matter arising under this Policy may contact the Company's Grievance Redressal Officer through the contact details published on the Company's official website.
Upon receipt of a grievance, the Company shall acknowledge, examine and endeavour to resolve the matter within a reasonable period, having regard to the nature of the complaint, the information provided and the applicable legal requirements.
Customers and Direct Sellers are encouraged to provide complete and accurate information, together with supporting documents wherever applicable, to facilitate prompt and effective resolution of their grievances.
The Company reserves the right to amend, modify, revise, replace or withdraw this Return, Refund, Replacement & BuyBack Policy, in whole or in part, at any time in order to comply with applicable laws, regulatory requirements, operational needs or evolving business practices.
Updated versions of this Policy may be published on the Company's official website, mobile application, distributor portal or any other authorised communication platform and shall become effective from the date specified by the Company unless otherwise stated.
The Company shall have the sole authority to interpret the provisions of this Policy, resolve any ambiguity arising from its implementation and determine the appropriate course of action in matters relating to returns, refunds, replacements and BuyBack, subject always to applicable laws.
For any queries, assistance or grievances relating to this Policy, customers and Direct Sellers may contact the Company's Customer Support or Grievance Redressal Officer through the contact details published on the Company's official website.
The Company encourages customers and Direct Sellers to communicate through authorised channels only and to retain all relevant invoices, order details and correspondence until their request has been finally resolved.
By purchasing the Company's products, registering as a Direct Seller or submitting any request under this Policy, the customer or Direct Seller acknowledges that they have read, understood and agreed to be bound by this Return, Refund, Replacement & BuyBack Policy, as amended from time to time.
Continued purchase of products, participation in the Company's business or submission of any request under this Policy after publication of any amendment shall constitute acceptance of the revised Policy to the extent permitted by applicable law.
