At FTPL, we strive to ensure your satisfaction with every purchase you make from our E-commerce marketplace. We understand that there may be situations where you need to return a product or seek a refund. This Returns and Refunds Policy outlines our guidelines and procedures to facilitate a smooth and fair process. Please take a moment to familiarize yourself with this policy.
1. Return Eligibility:
You may be eligible to request a return and refund under the following circumstances:
The product you received is defective, damaged, or not as described.
You received the wrong product.
You have changed your mind and wish to return an item within our return window.
2. Return Window:
Our standard return window is 7 days from the date of delivery. To be eligible for a return, the product must be in its original condition, unopened, and with all original packaging and accessories.
3. Initiation of Return:
To initiate a return, please follow these steps:
Log in to your FTPL account.
Go to your order history.
Locate the order that includes the item you wish to return.
Click on the “Request Return” button.
Our customer support team will guide you through the return process, including providing you with a return label if applicable.
4. Product Inspection:
A dedicated FTPL expert engineer will be aligned to inspect the product initially. Once the returned item is received and meets the eligibility criteria for a refund. If the product does not meet these criteria, we may not be able to process your return.
5. Refund Processing:
Upon approval of the return, we will process your refund to your original payment method within 7-10 business days. The amount refunded will include the purchase price of the product and any applicable taxes.
6. Shipping Costs:
Shipping costs are non-refundable, except in cases where the return is due to our error, such as receiving a defective or wrong product.
7. Returns Due to Change of Mind:
If you are returning a product due to a change of mind within the return window, you may be responsible for the return shipping costs, and a restocking fee may apply. The specific fee will be communicated to you during the return process.
8. Refunds for Non-Received Items:
If you have not received your order within the estimated delivery time, please contact our customer support team at [email protected]. We will investigate the matter and process a refund if necessary.
9. Customized and Non-Returnable Items:
Certain products, such as customized or non-returnable items, may not be eligible for returns or refunds. Please check the product listing or contact our customer support for specific details.
10. Damaged or Lost in Transit:
In the event of a damaged or lost item during transit, please contact our customer support team at [email protected] immediately. We will work to resolve the issue, either by sending a replacement or issuing a refund.
11. Returns After Cancellation:
If you receive cancelled items despite the cancellation request, please follow our Cancellation Policy for instructions on returning the items and requesting a refund.
By shopping with FTPL, you agree to abide by this Returns and Refunds Policy and our Terms and Conditions. We are committed to providing you with a fair and efficient returns and refunds process.
If you have any questions or require further assistance, please don’t hesitate to reach out to our Customer Support team. Thank you for choosing FTPL, and we look forward to serving you.