Return & Refund Policy

Effective Date: September 22, 2025 | Last Updated: September 22, 2025

Important Notice:

Due to the nature of our cosmetic and personal care products, we maintain strict quality standards and limited return policies to ensure customer safety and product integrity.

1. Shipping Policy

1.1 Processing Time

  • Standard Processing: 2-4 working days from order confirmation
  • Working Days: Monday to Friday (excluding public holidays)
  • Order Cutoff: Orders placed before 2 PM are processed same day

1.2 Delivery Timeline

  • Metro Cities: 3-5 working days
  • Other Cities: 5-7 working days
  • Remote Areas: 7-10 working days

1.3 Quality Assurance

Pre-Dispatch Quality Check:

  • All items undergo thorough quality inspection
  • Products checked for defects, damage, and authenticity
  • Secure packaging to prevent shipping damage
  • Expiry date verification for all products

2. Return Policy

Limited Return Policy:

Queen Fairy operates a limited return policy focused on customer safety and product quality. Returns are accepted only in specific circumstances outlined below.

2.1 Eligible for Return (7 Days from Delivery)

  • Damaged During Shipping: Products damaged in transit
  • Manufacturing Defects: Factory defects or quality issues
  • Wrong Product: Incorrect item sent by mistake
  • Expired Products: Products past expiry date on arrival
  • Leaking/Broken Packaging: Compromised product integrity

2.2 Return Conditions

  • Product must be unused and in original packaging
  • All labels, seals, and tags must be intact
  • Return request must be initiated within 7 days of delivery
  • Photo evidence required for damage/defect claims

3. Non-Returnable Items

Health & Safety Restrictions:

  • Used or opened cosmetic products
  • Personal care items for hygiene reasons
  • Products with broken seals or missing packaging
  • Items damaged due to customer negligence
  • Products purchased during clearance sales

4. Cancellation Policy

4.1 Order Cancellation

  • Before Processing: Orders can be cancelled within 2 hours of placement
  • After Processing: Cancellation not possible once order is dispatched
  • Payment Refund: Full refund for eligible cancellations

4.2 How to Cancel

  • Contact our support team immediately
  • Provide order number and reason for cancellation
  • Cancellation confirmation will be sent via email

5. Refund Policy

Refund Processing:

  • Eligible Returns: Full refund of product price
  • Processing Time: 5-7 working days after return approval
  • Refund Method: Original payment method (PayU wallet/bank)
  • Shipping Charges: Non-refundable (except for our errors)

5.1 Refund Timeline

  • Credit/Debit Cards: 5-7 working days
  • UPI/Net Banking: 3-5 working days
  • PayU Wallet: Instant to 24 hours

6. Exchange Policy

Limited Exchange: We offer exchanges only for wrong products sent by us or products with manufacturing defects. Same-value product exchanges may be considered on a case-by-case basis.

7. Return Process

7.1 Initiating a Return

  1. Contact support within 7 days of delivery
  2. Provide order number and reason for return
  3. Submit photos if claiming damage/defect
  4. Await return approval and instructions
  5. Package item securely and ship back

7.2 Return Shipping

  • Our Fault: We arrange and pay for return shipping
  • Customer Preference: Customer bears return shipping cost
  • Use trackable shipping method for returns

8. Customer Protection

Your Rights:

  • Right to receive quality products as described
  • Right to return defective or wrong items
  • Right to timely refund processing
  • Right to customer support assistance

9. Dispute Resolution

For any disputes related to returns or refunds, please contact our customer support team. We are committed to resolving issues fairly and promptly. If needed, disputes may be escalated through consumer protection forums.

10. Contact for Returns

Return Support Contact:

  • Email: info@queenfairy.in
  • Phone: +91 73066 83132
  • Business Hours: Monday to Friday, 9 AM - 6 PM
  • Address: Pek Traders, Krishnapuram, 7/246, Kumaramanagalam, Oachira, Njakkanal P.O, Kayamkulam, Alappuzha, Kerala, 690533

Note: This policy complies with Indian Consumer Protection Laws and PayU merchant requirements. We reserve the right to update this policy with proper notice to customers.