Shipping & Exchange Policy

Last Updated: August 3, 2026

At Phenora, we want your botanicals to reach you safely, on time, and in perfect condition. This Shipping & Exchange Policy explains how we process, ship, and deliver your orders, and how exchanges work if something isn’t quite right. Please read this Policy alongside our Terms & Conditions and Cancellation & Refund 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. Serviceable Locations Across India

• We currently ship to most serviceable pin codes across India, covering major cities, towns, and several rural areas through our logistics partners.

• Serviceability for your location can be checked by entering your pin code on the product page or at checkout, before placing your order.

• In rare cases, certain remote or restricted locations (including some parts of Jammu & Kashmir, the North-Eastern states, and Union Territories) may have limited serviceability or longer delivery timelines due to courier network constraints.

• At this time, we ship only within India and do not offer international shipping. We hope to expand this in the future!

2. Order Processing Time

• All orders are processed within 1–2 business days of order confirmation and successful payment (excluding Sundays and public holidays).

• Orders placed on weekends or public holidays will begin processing on the next business day.

• During sale periods, festive seasons, or promotional campaigns, processing may take slightly longer due to higher order volumes — we’ll keep you informed via email/SMS if this affects your order.

• You will receive an order confirmation immediately, and a separate shipping confirmation once your order has been dispatched.

3. Shipping Timeline

Estimated delivery timelines (from the date of dispatch, not order date) are as follows:

These timelines are estimates and may vary based on courier availability, weather conditions, regional restrictions, or unforeseen circumstances. We’ll always try to get your order to you as quickly as possible.

4. Shipping Charges

• We offer free shipping on orders above ₹[amount].

• A flat shipping fee of ₹[amount] applies to orders below this threshold.

• Any applicable shipping charges will be clearly displayed at checkout before you complete your payment — no hidden surprises.

• Shipping charges, once paid, are non-refundable except in cases where the delay or error is on our part (e.g., wrong item shipped, damaged product).

5. Tracking Information

• Once your order is dispatched, you will receive a shipping confirmation email/SMS containing your tracking number and a link to track your shipment in real time.

• You can also track your order anytime by visiting “My Orders” in your Phenora account or using the tracking link provided by our courier partner.

• If you face any issues accessing your tracking details, please reach out to our customer support team with your order ID.

6. Delayed Deliveries

• While we strive to meet our estimated delivery timelines, occasional delays may occur due to courier logistics, weather disruptions, regional restrictions, high order volumes during sales, or other circumstances beyond our control.

• If your order is significantly delayed beyond the estimated delivery window, please contact our customer support team with your order ID, and we will investigate and update you promptly.

• In case of extended, unresolved delays, you may be eligible for a cancellation and full refund, at our discretion, in accordance with our Cancellation & Refund Policy.

7. Failed Delivery Attempts

• Our courier partners typically make up to 2–3 delivery attempts for each order.

• If delivery fails due to an incorrect address, unavailability of the recipient, or refusal to accept the package, the order may be returned to our warehouse (“RTO” – Return to Origin).

• Once an RTO order is received back and verified, we will contact you to either:

• Reship the order (additional shipping charges may apply for repeated failed attempts due to customer unavailability); or

• Process a refund, minus applicable shipping costs, in accordance with our Cancellation & Refund Policy.

• Please ensure your shipping address and phone number are accurate and that you are reachable at the time of delivery to avoid failed attempts.

8. Damaged Shipment Procedure

If your package arrives damaged, tampered with, or the product inside is broken/leaking:

• Do not accept the shipment if the outer packaging appears visibly damaged or tampered — you may refuse delivery at the doorstep.

• If the damage is discovered after opening the package, contact our customer support within 48 hours of delivery at info@frezoolindustries.com.

• Share clear photographs/videos of the damaged product, inner packaging, outer box, and shipping label.

• Our team will review your claim within [2–3 business days] and arrange a replacement or refund, as per our Cancellation & Refund Policy.

Retain all packaging materials until your claim is resolved, as our team may request this for verification.

9. Exchange Eligibility

• Exchanges are accepted for products that are unused, unopened, and in their original packaging with all seals, labels, and tags intact.

• Exchange requests must be raised within [7 days] of delivery.

• Exchanges are available for:

• Sizing or variant preferences (e.g., a different fragrance or pack size, where available in stock);

• Products that are defective, damaged, or incorrect at the time of delivery (see Section 8).

• Due to the personal care and hygiene-sensitive nature of many of our products, opened or used items are not eligible for exchange, except where the product itself is proven defective.

10. Exchange Process

• Raise a request: Go to “My Orders” on the Website/app and select “Request Exchange,” or contact our customer support team with your order ID and reason for exchange.

• Review: Our team will verify eligibility and, if required, request photographs of the product.

• Pickup/return: Once approved, a reverse pickup will be scheduled by our logistics partner (or self-shipping instructions will be provided in areas without pickup service).

• Quality check: The returned product will undergo a quality check at our warehouse to confirm it is unused and in original condition.

• Dispatch of exchange item: Upon successful verification, your replacement product will be dispatched within [2–3 business days], and you’ll receive a fresh tracking link.

If the requested replacement item is out of stock, we will offer you the choice of an alternative product of equal value or a full refund.

11. Non-Exchangeable Items

The following items are not eligible for exchange:

• Products marked “Final Sale,” “Clearance,” or “Non-Returnable/Non-Exchangeable” on the product page;

• Opened, used, or partially used personal care and hygiene products (unless defective);

• Products purchased through third-party marketplaces or resellers (please contact the respective platform for their exchange policy);

• Gift cards, vouchers, or promotional/free items;

• Products without original packaging, invoice, or with tampered seals.

12. Customer Support

We’re always happy to help with shipping updates, tracking issues, exchanges, or any delivery concerns.

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 respond to all shipping and delivery queries within 24 hours.

Phenora reserves the right to update this Shipping & Exchange Policy periodically to reflect changes in our logistics network or operations. Any changes will be posted on this page with a revised “Last Updated” date.