Last Updated: August 3, 2026
At Phenora, we want you to shop with complete confidence. This Cancellation & Refund Policy explains how order cancellations, returns, and refunds work for purchases made on www.phenora.in (the “Website”). Please read it carefully before placing an order. This Policy should be read together with our Terms & Conditions and Privacy Policy.
Phenora is the flagship brand of Frezool Industries Private Limited, and all references to “Phenora,” “we,” “us,” or “our” in this Policy refer to Frezool Industries Private Limited operating under the Phenora brand.
1. Order Cancellation Before Dispatch
You may cancel your order free of charge at any time before it has been dispatched from our warehouse.
To cancel, go to “My Orders” in your account and select “Cancel Order,” or contact our customer support team at info@frezoolindustries.com or +91 91515 77728 with your order ID.
Once cancelled, any amount paid will be refunded to your original payment method within 5–10 business days (see Section 6).
You will receive a confirmation email/SMS once your cancellation request has been processed.
2. Cancellation After Dispatch
Once an order has been dispatched/shipped, it cannot be cancelled through the Website or app, as the product is already in transit with our logistics partner.
If you no longer wish to receive the order, you may:
Refuse delivery at your doorstep (the order will be returned to us and, once received back in acceptable condition, a refund will be initiated); or
Request a return after delivery, subject to our Returns eligibility criteria (Section 4).
Shipping charges already incurred (if any) may be deducted from the refund amount in such cases, unless the cancellation is due to an error on our part.
3. Non-Cancellable Orders
The following orders cannot be cancelled once confirmed, due to their nature:
Orders for products marked as “Final Sale,” “Clearance,” or “Non-Returnable” on the product page;
Customized, personalized, or made-to-order items;
Orders already dispatched for same-day or express delivery, where cancellation is not logistically possible;
Gift cards or vouchers, once issued.
We clearly indicate non-cancellable status on the relevant product pages at the time of purchase.
4. Refund Eligibility
Refunds may be initiated in the following circumstances:
The order was cancelled before dispatch (Section 1);
The product was returned and approved under our return process (Section 8);
The product received was damaged, defective, expired, or incorrect (Section 5);
The order was undelivered or lost in transit, as confirmed by our logistics partner;
A duplicate payment or overcharge occurred due to a technical or payment gateway error.
Please note: Due to the personal care and hygiene-sensitive nature of many Phenora products (such as skincare, haircare, and body care items), used, opened, or tampered products are not eligible for return or refund, except where the product is proven to be damaged, defective, or incorrect at the time of delivery.
5. Damaged or Incorrect Products
If you receive a product that is damaged, defective, expired, or different from what you ordered:
Contact our customer support within 48 hours of delivery at info@frezoolindustries.com with your order ID.
Share clear photographs/videos of the product, packaging, and shipping label to help us verify the issue.
Our team will review your claim within [2–3 business days] and confirm the next steps — replacement or refund, based on your preference and product availability.
Do not discard the original packaging until your claim is resolved, as it may be required for verification or return pickup.
Claims raised beyond 48 hours of delivery may not be eligible for a refund or replacement, except in exceptional circumstances at Phenora’s discretion.
6. Refund Timeline (5–10 Business Days)
Once a refund is approved, it will be processed within 5–10 business days.
The exact time for the refunded amount to reflect in your account may vary depending on your bank or payment provider, and can take a few additional business days after processing.
You will receive an email/SMS notification once your refund has been initiated, along with a reference number for tracking.
7. Refund Method
Refunds are issued to the original mode of payment used at checkout (credit/debit card, UPI, net banking, wallet, etc.).
For Cash on Delivery (COD) orders, refunds will be processed via bank transfer (NEFT/IMPS/UPI) to the customer’s provided bank account details, or issued as Phenora store credit/gift card, at the customer’s choice.
Refunds cannot be issued in cash or to a different account/card than the one used for the original transaction, in line with standard payment security practices.
8. Return Approval Process
Initiate a request: Raise a return request through “My Orders” on the Website/app, or by contacting customer support, within the applicable return window (as stated on the product page, typically [7 days] from delivery).
Review: Our team reviews the request and, where required, may ask for photographs or additional details to assess eligibility.
Approval: Once approved, a reverse pickup will be scheduled by our logistics partner, or you may be asked to self-ship the product (in areas without pickup service), with shipping costs reimbursed where applicable.
Quality check: Returned products undergo a quality check upon receipt at our warehouse to confirm they are unused, unopened, and in original packaging with tags/seals intact.
Refund/replacement: Upon successful quality check, your refund or replacement is processed as per Sections 6 and 7.
If a returned product fails the quality check (e.g., signs of use, missing packaging, or tampering), Phenora reserves the right to reject the return and send the product back to you without a refund.
9. Customer Support
Our team is here to help with cancellations, returns, refunds, or any order-related concern.
Phenora Customer Support Email: info@frezoolindustries.com Phone (Customer Support): +91 91515 77728 | WhatsApp: +91 91515 77726 Support Hours: [Mon–Sat, 10 AM – 6 PM] Order Support: Available via “My Orders” on the Website/app
We aim to acknowledge all support queries within 24 hours.
10. Exceptions
Phenora reserves the right to refuse cancellation, return, or refund requests in the following situations:
The request falls outside the applicable cancellation/return window;
The product shows signs of use, damage caused by the customer, or missing original packaging/accessories;
The product was purchased during a clearance sale or explicitly marked as non-returnable/non-refundable;
There is reasonable suspicion of fraudulent claims, repeated misuse of the return policy, or abuse of our refund process;
Force majeure events (natural disasters, strikes, government restrictions, courier disruptions) delay or prevent standard processing timelines.
Phenora reserves the right to update this Policy periodically to improve customer experience or comply with regulatory changes. Any changes will be posted on this page with a revised “Last Updated” date.
For any questions about this Policy, please reach out to our support team — we’re always happy to help.