Refund policy
At Fairywren, we aim to ensure that every order reaches you in the condition you expected. If you have any concern regarding your order, reach out to us at hello@fairywrenbeauty.com
General Conditions
For hygiene and safety reasons, opened or used products cannot be reused or resold. We therefore do not accept the return or exchange of opened or used products and for change-of-mind requests except in the eligible cases listed below.
Orders that have not yet been dispatched may be cancelled by contacting us as soon as possible. Once an order has been dispatched, it cannot ordinarily be cancelled and will be handled in accordance with this Return Refund Policy.
Damage caused after delivery by misuse, improper storage, neglect, alteration, or use contrary to the product instructions is generally not covered under this Policy, except where applicable law provides otherwise.
Fairywren is not responsible for damage caused by the customer's handling, storage, or misuse after successful delivery. This does not exclude responsibility for a defect, damage, or other issue that existed at the time of delivery or for any rights available under applicable law.
Some Fairywren products contain active ingredients. Please follow the directions and precautions stated on the product packaging and, where recommended, perform a patch test before first use. If irritation or an adverse reaction occurs, discontinue use and consult a medical professional. A skin reaction is not solely a product defect and is not eligible for a refund.
Eligible Cases for Refund or Replacement
Subject to verification and applicable law, you may be eligible for a refund or replacement in the following cases:
• You received the wrong product (different from what you ordered).
• You received an expired product.
• You received a product that was spilled, leaking, or physically damaged in transit.
• You received an empty or tampered package (broken safety seal).
If your order falls within any of these cases, please contact us within the claim period stated below. We will review the request and provide an appropriate resolution in accordance with this Policy and applicable law.
How to Raise a Return or Refund Request
Email us at hello@fairywrenbeauty.com as soon as possible and preferably within 48 hrs of successful delivery, with:
Your order number,
A clear description of the issue,
Clear photographs of the product, packaging, shipping label, and the issue, where reasonably available.
For claims involving a spilled, empty, damaged, missing, or tampered package, clear unedited unboxing video may help us verify the issue quickly. We may request additional photographs, video, or other reasonable information where necessary to investigate the claim.
Requests raised after 48 hrs of successful delivery, or without the required proof, cannot be entertained.
Return Process
Please allow us 48-72 hours to review your request. If the claim is approved and a return is required, we will arrange a reverse pick up where service is available. Once the claim has been approved and, where required, the returned product has been received and verified, Ship a replacement of the same product, or initiate a refund to your original payment method.
Refund Timeline
For prepaid orders (UPI, debit card, credit card, net banking) refunds are initiated within 48-72 hours of approval of claim and credited to your original payment method within 5-7 working days, depending on your bank or payment service provider.
For eligible Cash on Delivery (COD) refunds, we may request appropriate bank or payment details from you to process the refund electronically. Refund will be processed within the period required under applicable law.
Non-Returnable / Non-Refundable Items
The following are generally not eligible for return or refund:
Opened or used products, change of mind or personal preference. Skin reactions, or results that differ from expectation (please refer to the patch-test note above).
Products returned without our prior approval.
Requests raised outside 48-hour standard claim period may not be eligible under this Policy.
Products where the batch number, MRP label, packaging, or other identifying information has been intentionally removed or altered after delivery.
This website return process applies only to products purchased directly from fairywrenbeauty.com. For purchases through third-party marketplaces or retailers, please follow the applicable return and refund process of the seller or platform, without limiting any statutory rights available to you.
Exchanges
We do not offer exchanges for a different product solely due to a change of preference. For eligible cases involving an incorrect, damaged, defective, expired, or otherwise covered product, we may provide a replacement of the same product or a refund, as applicable. If you wish to purchase a different product, please place a new order on our website.
Contact
Email: hello@fairywrenbeauty.com