1. Introduction

At Family Fashion, we prioritize customer satisfaction and ensure that your purchases are safe and protected. Our Purchase Protection Policy provides coverage in case of defective products, non-delivery, or any issues that may arise during transactions on our platform.

By making a purchase with Family Fashion, you agree to the terms outlined in this policy.

2. Coverage Under Purchase Protection

This policy applies to all purchases made through Family Fashion and covers the following situations:

2.1 Non-Delivery of Order

• If your order is not delivered within the estimated delivery time, you may raise a complaint.
• We will investigate the issue with our logistics partners.
• If the package is confirmed lost, a full refund or replacement will be provided.

2.2 Incorrect or Damaged Item Received

• If you receive a damaged, defective, or incorrect item, you must report it within 7 days of delivery.
• Unboxing Video is Mandatory to validate claims and prevent fraud.
• We will offer a free replacement or refund based on availability.

2.3 Item Not as Described

• If the product does not match the description or images on our website, you can request a return or replacement within 7 days.
• The product must be unused and in its original packaging to qualify for a return.

2.4 Refund for Canceled Orders

• If you cancel an order before it is shipped, you are eligible for a full refund.
• If the order is already shipped, cancellation is not possible, and you must follow the return process.

3. Exclusions from Purchase Protection

The following cases are not covered under our Purchase Protection Policy:

• Delayed Deliveries Due to Unforeseen Circumstances (e.g., natural disasters, strikes, political disruptions, etc.)
• Failure to Provide an Unboxing Video for damaged item claims.
• Minor Color or Design Variations due to lighting and screen differences.
• Products marked as Non-refundable (clearance sale, personalized/customized items, undergarments, etc.).
• Orders Delivered to the Correct Address but Received by Someone Else (We recommend checking with neighbors or security personnel.)

4. Claim Process

To file a claim under our Purchase Protection Policy, follow these steps:

1. Contact Us: Email us at help@familyfashions.in within 7 days of delivery.
2. Provide Proof: Attach an unboxing video and images of the issue (wrong/damaged product).
3. Resolution Process: Our team will review your request within 48 hours and provide a resolution (replacement/refund).
4. Return the Product (if required): If asked, return the item in its original packaging.
5. Refund/Replacement Processing: Refunds will be processed within 5-7 business days, and replacements will be shipped within 3-5 business days.

5. Refund Timelines

Refunds are processed based on the original payment method:

6. Contact Information

For any Purchase Protection concerns, reach out to us:

• Email: help@familyfashions.in
• Support Hours: Monday to Saturday, 10 AM – 6 PM IST

Family Fashion reserves the right to modify this policy at any time. By making a purchase, you agree to these terms and conditions.