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Customer Service

Shipping & Delivery

1.1. All Products purchased from the Website shall be delivered to the User by standard courier services by Fazingo.in on behalf of the respective Sellers through a logistics partner or by the Sellers themselves. All deliveries where applicable shall be made on a best efforts basis, and while the Website will endeavor to deliver the Products on the dates intimated, the Website disclaims any claims or liabilities arising from any delay in this regard. On behalf of the Seller, a nominal fee may be charged on all cash on delivery (“COD”) orders. The COD charge can be viewed at the time of placing the order and in all order related emails. This charge shall not be refunded if an item is returned or if the cancellation request is raised after the order is shipped.

1.2. Fazingo.in shall not be responsible for any delay in the delivery of the Products. Fazingo.in shall not be liable for any damage to the Product in transit due to mishandling by the logistics partner.

1.3. The logistics partner supported by Fazingo.in will make a maximum of three attempts to deliver your order. In case the User is not reachable or does not accept delivery of products in these attempts the respective Seller reserves the right to cancel the order(s) at its discretion.

1.4. An estimated delivery time shall be displayed on the order summary page. On placing your order, you will receive an email containing a summary of the order and also the estimated delivery time to your location.

1.5. Sometimes, delivery may take longer due to inter alia:

  1. bad weather
  2. flight delays
  3. political disruptions
  4. other unforeseen circumstances

1.6. In the event any delay in delivery of a Product is expected, the Website may, at its sole discretion, intimate the User who may have purchased the same, regarding such delay.

1.7. The Website shall not be held responsible and will bear no liability in case of failure or delay of delivering the Products including any damage or loss caused to the Products.

1.8. Where there is a likelihood of delay in delivery of the Products, the User may be notified of the same from time to time. However, no refunds may be claimed by the User for any delay in delivery of the Products, which was caused due to reasons beyond the control of the Website and/or the Seller.

1.9. However in case where a damage has been caused to the Products ordered, the Seller shall replace the products as per the Seller’s replacement policy as may be indicated on the Website along with the Product.

1.10. No deliveries of the Products shall be made outside the territorial boundaries of India.

1.11. In case a User purchases multiple Products in one transaction, the Seller(s) may deliver the same together. However, this may not always be possible and shall be subject to availability of stock with the relevant Sellers.

1.12. If a User wishes to get delivery to different addresses, then the User shall be required to purchase the Products under separate transactions and provide separate delivery addresses for each transaction, as may be required. The User agrees that the delivery can be made to the person who is present at the shipping address provided by the User.

1.13. Fazingo.in shall not compensate for any mental agony caused due to delay in delivery. The Users can cancel the order at any moment of time even if the delivery time exceeds the expected delivery time. If it is a prepaid order, the Users will be refunded back the price of the product in the account or payment wallet, in accordance with the options chosen by you, as soon as the order is successfully cancelled.

Privacy & Security
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Returns & Replacements

3.1. All Products ordered from the Website and successfully delivered to the User by the respective Seller may be returned to the Seller in accordance with the terms contained in the respective Seller policy.

3.2. However no Products will be accepted by the Seller if (a) the Products have been damaged by the User (b) if there is a change in the quality, quantity or other characteristics of the Product (c) if as per the Seller the product returned is not the Product that was delivered (d) any other circumstances that the Website and/or the Seller may notify or deem appropriate from time to time.

3.3. In case of returns:

  1. Return/size exchange should be initiated within 15 days of order delivery.
  2. The tags on the product should be intact.
  3. The product should be unwashed, unused and in an undamaged condition.
  4. The item needs to be returned along with the original packaging.

3.4. If the User wants to instant return or return within 15 days from delivery date, and Fazingo.in does not offer reverse pickup of the items, the User may send the shipment himself/herself. The Users should send the scanned copy of the courier slip to care@fazingo.in and Fazingo will refund the amount. Fazingo will refund the courier slip amount or INR 160 per kg, whichever is less.

3.5. In case of return initiated and subsequently couriered by the User himself/herself, and if it is found that the claimed shipment was not delivered to Fazingo.in or the shipment was empty, the onus shall be on the User to prove through presentation/submission of Proof of Delivery (PoD) from the concerned logistic service provider to establish his/her claim of return. However, non-receipt of Product by the Seller or Fazingo may lead to no refund/exchange being issued to the User. The User waives any claims against Fazingo in this regard.

3.6. Refunds for courier charges shall be against a valid RVP slip/written confirmation from the courier company that the RVP has been done for a particular shipment/order.

3.7. In case of any discrepancy in the status of reverse pick up of a Product, (where the Users claims the Product has been returned, while our system suggests otherwise) refund will be initiated only if the Users successfully furnishes the RVP slip given at the time of the pick-up.

3.8. Fazingo.in will not be liable for the products returned by mistake. In circumstances where a product not belonging to Fazingo.in is returned by mistake, Fazingo.in is not accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.

3.9. Size exchange can be availed at the special price of an item. Please take note that this is applicable only on Products that are exchangeable, as mentioned on the product page.

3.10. Once returned or in case the User does not receive the delivery within the time period agreed the User will be entitled to claim refund of the entire cost of the Product after adjusting relevant courier charges and such other charges that the Website may at its own discretion deduct. In case a User does not raise a refund claim as per the Terms, the User shall be ineligible for a refund. In the event, the refund facility is not available in full or in part for certain Products, the User shall not be entitled to a refund in respect of such Products.

3.11. All Products ordered by the User shall be eligible to be replaced in accordance with the Seller’s replacement policy as indicated herein above, if the Product delivered is damaged, soiled or is different from the Product specifications mentioned on the Website. Fazingo.in will accept return or size exchange of a Product only in accordance with the returns policy of the respective Seller.

3.12. Where the Product replaced is of a higher value that the Product returned, the User shall be liable to pay the differential charges by way of any of the payment method mentioned herein.

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3.13. Where the Product replaced is of a lower value, the Website may at its discretion issue a voucher or credit note for the differential value and the User that may use such voucher, subject to terms and conditions stated therein, for another transaction on the Website.

3.14. Refund, if any, shall be made at the same issuing bank through which the Product was purchased. For cash on delivery transactions, the User has the option to receive the refund in any bank account via NEFT (for which the User shall have to share the bank details) or, the refund will be credited to the wallet linked to his/her User account on the Website.

3.15. For payments made through electronic means like debit card, credit card, net banking, wallet etc. refund shall be made using the same payment mode.

3.16. All refunds shall be made in Indian Rupees only.

3.17. The User acknowledges that the Website will not be liable for any damages, interests or claims etc. resulting from non-processing an order or any delay in processing an order which is beyond control of the Website.

3.18. All Users and Sellers shall comply with all the applicable laws (including without limitation Foreign Exchange Management Act, 1999 and the rules made there under, Customs Act, Information and Technology Act, 2000 as amended by the Information Technology (Amendment) Act 2008, Prevention of Money Laundering Act, 2002 and the rules made there under, Foreign Contribution Regulation Act, 1976 and the rules made there under, Income Tax Act, 1961 and the rules made there under and all other laws as may be applicable.

 

Ordering

         4.1  How do I place an order?

  1. Browse by category or search an item of your choice- Click on the product of your choice
  2. Note: Check Fabric / material / colour / style / length / fit and other details if provided - Refer to size guide - Warranty
  3. Check the expected delivery time and COD service availability by entering your Pin code on the CHECK DELIVERY DETAILS link- Detailed information about your items will be communicated via SMS/Email once you have placed an order
  4. Create an account by registering or you can also proceed by entering your email id. Note: If you register with us you will get the following benefits: - speeds up the ordering process - allows us to keep you informed about your orders and refund through email
  5. Carefully enter your shipping address
  6. Enter the Fazingo Voucher/Discount coupon codes as applicable.
  7. Check the final price {Shipping charges}. Select one of the payment options (COD, Prepaid, Net-Banking/Debit or Credit Card, Wallet)
  8. YOUR ORDER IS PLACED!!!
  9. You will now receive a confirmation mail and a SMS from Team Fazingo.
  10. You can check Order history in ‘My Account’ in case you had logged into your account while placing the Order.

       Didn’t receive any communication? OR Facing Issues while placing order? OR Website hung up at the payment page? OR Order was not successful? You can always place               your Cash-On-Delivery order over phone with our available customer care executives at +91-9343505351.

       4.2  I was charged handling fee for my order. If I cancel my order, will I get back these charges along with the refund?

        Refund of handling charges varies as per the following -  

       1.   If you cancel your order before it has been shipped, we will refund the handling charges. However, if your order has been shipped, the handling charges will not be                               refunded.

        2.   If you cancel some items in your order before shipping, we will refund the charges in proportion to the number of items in the order.

        3.   If your order is subsequently cancelled by Fazingo, we will refund your handling charges.

        4.3  How can I modify my order after having placed it?

       ADD/ REMOVE A PRODUCT

       Unfortunately, after you have placed an order, you won't be able to add or remove a product to/from your order. But you can place a new order for the desired products. 

CHANGE ADDRESS

Once you have placed your order, you cannot change the delivery address. However, you may cancel your order and place a new one with the preferred address. 

Please note: An order shall be delivered at a single address only. We do not accept requests for delivering at multiple locations in a single order. We request you to place separate orders for separate locations.

CHANGE DELIVERY DATE

We try to deliver all your orders in the earliest time possible. However, if you want delivery at a later date, please coordinate with the courier person once he gets in touch with you.

4.4  I have placed my Order! What's next?

After you have placed the order, we will send you a CONFIRMATION email and SMS with delivery details. We will try to dispatch your order as soon as possible and will keep you informed at every step of the way.

You can also track your order through our website or app by visiting ‘My account’ section.

Please note: It sometimes takes upto 48 hours for the tracking to be updated after an order is placed.

4.5  How will I know if order is placed successfully?

When your order is confirmed:

We will send you a message. Do check your phone. We will put through an e-mail with the details of your product. Be sure you go through that.

You can also check the order in the "My Accounts" tab.

4.6  I had purchased multiple products in an order. Do I need to pay COD charges every time if the delivery time is different?

No, you don't have to pay COD charges every time if the delivery time is different for different items in the order. It is collected only when you receive the first product of your order.

4.7  How can I change my billing address?

You need to login into your Fazingo account, where you can change the address under my account section >>profile>> saved addresses >> billing address and also can update new information related to your profile.

4.8  How do I cancel my order?

Please follow the steps below to raise a cancellation request.

1.   Visit 'My orders' from Hi, Customer section on the top right of your Fazingo home page.

2.   Select 'Order Details' against the order that you wish to cancel.

3.   Click on 'Cancel Order' , and you will be redirected to a page where you can select the reason for cancellation and submit your request.

 4. You will receive an email & SMS confirming cancellation of your order.

4.9  What are the cancellation timelines?

There are two stages where the cancellation requests have different timelines. 

1.   If you raise cancellation before getting the dispatch message, the request will be processed within 24 hours.

2.   If you raise cancellation request after getting the dispatch message, the same will be confirmed within 48 hours. However, please note that we cannot guarantee cancellation for the item(s) that have been dispatched. In case delivery is attempted, we request you to deny acceptance.

4.10         If I cancel my order, how will I get my refund?

Your refund mode depends upon payment mode of order placement:-

1.   If you have placed a COD order and used Fazingo Vouchers in it, the amount will be refunded in the form of a Fazingo Voucher within 24 hours. If you have any existing Fazingo Voucher in your account, the value of the same will be updated. Else, a new Fazingo Voucher will be issued.

2.   If you have placed a prepaid order (used credit card/debit card/netbanking for placing order), then the money will be rolled back to your card/bank account within 5-7 working days post refund initiation. Used Fazingo Voucher, if any, will be refunded in the form of a Fazingo Voucher within 24 hours. If you have any existing Fazingo Voucher in your account, the value of the same will be updated. Else, a new Fazingo Voucher will be issued.

4.11         How can I cancel one/few products from my order?

You can cancel one/few items from your order by clicking on “My Orders” section of your Fazingo account and then select the item(s) you want to cancel.

4.12         Do you take orders over phone?

Yes. We do take orders over phone. The payment mode possible for these orders is Cash On Delivery only.

4.13         Can I return (a part of) my complete order at the time of delivery?

Instant Return/Open Delivery service i.e. the facility of returning (a part of) a complete order at the time of delivery has been discontinued.

This means that returning (a part of) an order at the time of delivery will not be possible. However, if you feel dissatisfied with your purchase, you can always return/exchange it within 15 days of delivery. Please check our Return/Exchange policy for more information.

4.14         What happens to my money deducted from my debit card/credit card/Net Banking for an unsuccessful order?

If your card is debited by mistake, seriously, no need to panic at all! Please just make sure the following at your end.

Please check your bank/credit card account - Has it been debited ? If yes please note a failed transaction is normally rolled back within 7 business days.
The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details.

If the transaction is successful and the money has been credited to our account we would initiate refund within 3 days of your request.
The expected timelines are as below:

- Net-Banking - 4 business days
- Debit Card /Credit Card -  10 business days

4.15         What happens to the Fazingo Vouchers deducted from my account for an unsuccessful order?

We understand how important Fazingo Vouchers are for our shoppers. Just in case your order was not successful but Fazingo Voucher has been deducted from your account, it will be credited to your account within 24 hrs. Please reach out to us in case of any discrepancy. In the end, we are happy to see you happy!

4.16         Can I place a bulk order for an item(s)?

No, Bulk orders cannot be placed through Fazingo.in as the website only caters to end customers.

4.17         How do I do a trial of the product I purchased?

We gladly encourage all our customers to try the items you bought, however, please ensure the product is left in a re-saleable condition after the trial with original tags, unwashed, undamaged and with the original packing. We want to let you know beforehand that returns might not be possible for all the categories. For more elaborate information on the same, kindly, check our RETURN POLICIES.

4.18     Can I add an item to my order after I have placed my order?

Unfortunately no, however you can simply place another order.

Payment, Pricing & Promotions

 

  • How do I pay for my COD order?

You can pay for Cash on Delivery orders by cash or by Credit/Debit card if the delivery person is carrying ‘card swipe POS machine’.

In compliance with the guidelines issued by the Ministry of Finance, our delivery executives will be unable to accept Rs. 500 (old) and Rs. 1000 notes effective 09 November, 2016.

  • What payment methods do you accept?

We have various payment options to give you a delightful shopping experience. These are -

    1. Credit Card
    2. Debit Card
    3. Net-Banking
    4. Wallet
    5. Cash on Delivery*

*Conditions- Available on purchases of up to a limit of INR 10,000. A non-refundable convenience charge of INR 29 levied on Cash on Delivery purchases.

-For certain categories with high value items such as Furniture, only Debit Card/Credit Card and Net-Banking options are available.

In compliance with the guidelines issued by the Ministry of Finance, dated 08 Nov, 2016, our delivery executives will be unable to accept Rs. 500 (old) and Rs. 1000 notes effective 9th November, 2016.

  • What happens if my debit/credit card has been compromised while making a payment online?

We do not collect or store your debit/credit card information. If you suspect any such thing, then please report this to your bank immediately.

  • What is Fazingo's pricing policy?
  • Is it safe to shop online using my Debit card or Credit Card?
    • Fazingo is an online marketplace platform for different sellers to list and sell their products directly to buyers.
    • The selling price of products is decided by the Seller alone at its sole discretion. The sellers on the Fazingo platform try their best to always offer customers the best, lowest and competitive selling price for each product listed by them on the website.
    • The selling price for each product will be exclusive of all applicable taxes, including value added taxes (“VAT”)/ central sales tax (“CST”), entry taxes and any other levies that may be required to be remitted in connection with the sale of the Products
    • A seller may carry out promotions from time to time. During these promotions, the seller may provide discounts/ offers on the Products by lowering the Selling Price. The final selling price of the product is decided by the Seller alone at its sole discretion. The maximum retail price shall always be indicated in the Product information being provided by the Seller for the customers.
  1. We use the highest possible security measures to protect our customers’ bank details. All payments are processed through secure and trusted payment gateways. Additionally, a 3D secure password is required to complete an online transaction which adds another layer of safety.

So be assured, it is completely safe to use your bank debit/credit card on our website.

  • Is there a charge for Cash on Delivery purchases?

We charge a nominal convenience charge of Rs 29 on Cash on Delivery purchases. The amount is stated while placing the order and can also be viewed in all order related emails. This charge shall not be levied if the purchase is made via any prepaid mode such as Debit/Credit card, Wallet or Fazingo Vouchers.

  • Is there a purchase limit for a Cash On Delivery purchase?
  • How can I pay if COD option is not available on my address?
  • Are there any hidden charges?
    1. Yes, Cash On Delivery option is available on purchases up to a limit of Rs. 10,000, beyond which purchases can only be made using Netbanking or Creditcard.
    1. To give you the best possible service, our trust-worthy team of courier partners is on their feet, round the clock. Due to some unavoidable serviceability issues, the COD facility is not offered by our courier partners, at a few serviceable locations. No worries- you can always opt for payment through other available modes of payment on the portal!
    2. Please keep in mind that we also restrict COD facility for certain customers, based on some repeated contingencies. For further information, please refer to our Terms and Conditions.

Fazingo is a marketplace platform where we connect sellers with buyers.

The prices listed by the sellers on the platform for all items are final and inclusive of all taxes.  The prices you see on the product page is exactly what you pay.

Delivery charges may be extra depending on factors such as the type of item, your delivery location, the seller policy etc.  Please check the policies of individual sellers for their details.

  • What should I do if my payment fails?
  1. There are many benefits of making your payment online- convenience, safety and security. While making a payment online, you will be provided with an authorization code in confirmation, if your payment has been successful. In case, your payment is declined, we recommend that you check the accuracy of the details of your name, account details, billing address and password. Make sure that your internet connection is not disrupted, during the process.

If your account has been debited after you receive the notification of a payment failure, the normal process is that the payment is credited back to your account within 7 business days. For further clarification, you can shoot us a mail on care@Fazingo.in or give us a call, with your order number.

  • I see debit transactions in my Bank Statement from Fazingo but I have never shopped with Fazingo. What do I do?

If you see any charges on your credit/debit card for purchases made on Fazingo.in, but you have never created an account or signed up, please check with your family members or business colleagues authorized to make purchases on your behalf.
However, if you are still unable to recognize the charge, please report the unauthorized purchase within 60 days of the transaction so that we can look into it. Please provide the following details so that we can identify the transaction quickly:

    1. First 6 digits and last 4 digits of the card number.
    2. Date of Transaction
    3. Amount of Transaction
    4. Scanned copy of the bank statement highlighting the said transactions
  • Why isn't COD available to me?

Cash on delivery may not be offered in certain areas subject to the discretion of our logistics partner. 
Additionally, our internal team reviews the purchase history of all customers and may restrict the use of COD for some based on their long term shopping experience with us. 
Also, please note that COD as a mode of payment is not accepted for certain items like furniture. 
We have several other modes of payment for you to choose from. Please check ‘What all modes of payment does Fazingo accept?’

  • Why am I being charged VAT on my order?

Value Added Tax (VAT) is an indirect tax under the Indian taxation system that is collected from customer, and paid to the state government.

VAT Applicability: Maximum 5% VAT is charged on your order if the product discount percentage is equal to or more than 20% of the MRP.

  • Will the VAT amount be refunded in cases I return/cancel my order?

We offer you instant gratification with your every purchase! We hate to see you cancel/return your order, but promise to lend you a hand, till the very end.

On return/cancellation of an order, the refund amount, including the VAT collected would be refunded, in its entirety. However, in case of partial returns, the VAT amount charged corresponding to that particular item(s) shall be refunded.

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Viewing Orders
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Updating Account Information
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