Replacement & Refund Policy

We want every bag to arrive as you pictured it. We do not accept returns or exchanges for a change of mind, but if something is wrong with your order we will put it right at no cost to you.

Damaged, defective, wrong or missing item

If your bag arrives damaged or with a manufacturing defect, or you received the wrong item or a missing part:

• Tell us within 24 hours of delivery.
• Share an uncut unboxing video showing the sealed parcel with its shipping label, the parcel being opened and everything inside, in one continuous take.
• Add a photo of the shipping label, a photo of the whole bag and a close-up of the problem.
• Keep the bag unused, with its tags and packaging, until the claim is settled.

Claims reported after 24 hours, or without an unboxing video, may be declined, because these problems can only be proven at delivery.

A manufacturing defect is a fault in how the bag was made, such as a faulty zip, clasp or strap fitting, or stitching coming apart. Wear and tear, scratches, marks, stains, water or heat damage, and damage from overloading or incorrect care are not manufacturing defects. Please check your bag, including its zips and clasps, as soon as it arrives.

How a replacement works

Once your claim is accepted, we arrange a doorstep pickup of the original bag wherever our courier partners serve your pincode. We inspect it when it reaches us and ship your replacement promptly. If pickup is not available at your location, we will ask you to send the bag to FELARQ VENTURES PRIVATE LIMITED, No 30/2, Jai Nagar Colony, Pattalam, Choolai, Chennai 600012, Tamil Nadu, India by a tracked service, and we reimburse the courier charge agreed with us before you ship.

If the same bag is out of stock, we offer another design of equal or lower price, or a refund.

Refunds

Orders are paid by cash on delivery, so nothing is charged before your bag arrives. When a refund is due (an accepted claim we cannot replace, or an order we cancel after delivery), we pay it to your bank account or UPI ID within 7 working days of the bag reaching us and passing inspection.

Cancelling an order

You can cancel any time before your order is dispatched. Once dispatched, it can no longer be cancelled; please do not refuse the parcel (see our Undelivered Orders Policy).

Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 in respect of defective goods.

Contact us

For any claim, send us your order number with the photos or video:

• Our customer care email and WhatsApp line are being set up. Until then, please write to us at the address below.
• Post: FELARQ VENTURES PRIVATE LIMITED, No 30/2, Jai Nagar Colony, Pattalam, Choolai, Chennai 600012, Tamil Nadu, India