At Customerfriendlyshop, our goal is to provide you with high-quality products and exceptional customer service. We understand that a return or refund may occasionally be necessary, and we are here to assist you.
🚨 Important Note on Customized Items
Most of our products are customized (e.g., engraved with a name or unique design) specifically for you. To ensure timely delivery, our team begins working on your order immediately after it is placed.
Cancellation Policy
We are generally unable to accept cancellations once an order is placed. However, all approved cancellations will be subject to a Non-Refundable Processing Fee. This fee will be a minimum of Rs. 200 or 10% of the order value whichever is higher.
Why is this fee charged? This fee is not a penalty. It covers the non-refundable charges we pay to platforms (like Shopify) and, more importantly, it covers the costs associated with materials, labor, and administrative work that has already begun for your unique item.
RTO, Refused Deliveries & Partial Payments:
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For Prepaid Orders: If a prepaid order is refused at the doorstep or cannot be delivered due to the customer's unavailability (RTO), a refund will be processed only after deducting Forward & Reverse Shipping charges, Payment Gateway fees, and Customization costs (Minimum ₹250-₹300 depending on the product weight).
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For Partial Payment Orders: If you booked an order by making a partial payment and the delivery fails, is refused, or cannot be completed due to any reason from your end, no refund will be issued for the partial amount paid. The booking amount will be forfeited to cover customization, material, and handling costs.
Return Policy
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Change of Mind: Due to the personalized nature of our products, returns or exchanges are not applicable for "change of mind" or if you no longer want the item.
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Defective or Wrong Item: If you receive a product that is damaged, defective, or incorrect, please contact us within 24 hours of delivery.
📹 Mandatory: Parcel Opening Video
For any claim (such as receiving a damaged, defective, or incorrect item), a clear parcel opening video is mandatory.
The video must be continuous (no cuts or pauses) and must show:
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The completely unopened package from all sides.
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All shipping labels clearly legible.
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The actual live act of opening the package.
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The product(s) inside being inspected.
⚠️ Please note: Absolutely no claims for damage, missing items, or incorrect products will be processed without a valid, uncut parcel opening video.
Return Shipping
If it is verified (based on your video proof) that the product is defective or was an error on our part, we will cover the costs of the return shipping. We will then either send you a replacement or process a refund, depending on the circumstances.
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Reshipping Notice: If a return/exchange parcel is sent out but delivery is unsuccessful due to customer unavailability, a reshipping charge will apply to send the parcel again, or you will need to pick it up directly from our location.
Contact Us
If you have any questions or concerns regarding our refund policy, please do not hesitate to contact our customer support team.