Return & Refund Policy


We want you to be completely satisfied with your purchase from FMCGCart. Our policy is designed to be clear and straightforward, ensuring a smooth process for all returns, refunds, and exchanges.

1. Return & Exchange Eligibility

We accept returns and exchanges for products under the following conditions:

  • Damaged Product: The item arrived broken or with a noticeable defect.
  • Incorrect/Wrong Product: You received an item that is different from what you ordered.
  • Missing Product: An item from your order is not included in the package.
  • Used Product: The product shows signs of prior use.
  • Expired Product: The product has passed its expiration date.
  • Empty Box/Product: The box was empty upon arrival, or the product packaging was empty.

You must initiate a return request within 7 days of receiving your order. We also accept partial returns, allowing you to return one or more items from your order while keeping the rest.

2. General Return & Exchange Requirements

For a return or exchange to be processed, the following conditions must be met:

  • Original Packaging: All products must be repacked in their original packaging.
  • Condition of Item: Returned items must have no visible signs of wear and tear.
  • Seals & Tags: The outer carton must be undamaged, and all security seals and tags must be intact.
  • Expiry Date: A product with an expiry date of fewer than 6 months from the date of delivery will not be eligible for exchange unless it is wrong, damaged, or broken.

3. How to Initiate a Return or Exchange

To start the return process, please contact us within 7 days of receiving your order:

  • Email: care@fmcgcart.com
  • Phone: +91-8595561500 (Monday-Friday, 10 a.m. to 5 p.m.)

When you reach out, you will be asked to provide your Order ID and the following evidence:

  • Unboxing Video: A complete and unedited video showing the unboxing of your package.
  • Images: Photos of the product(s) you wish to return, including their batch numbers.

Unboxing Video Specifics:

The unboxing video is a mandatory requirement for all returns and exchanges. The video must:

  • Be recorded while you are opening the package.
  • Clearly show all six sides of the box.
  • Clearly show any damage, leakage, or defects.
  • For cases of missing or tampered items, the video must show the FMCGCart's seal or tape clearly visible.

Please note: Edited or incomplete videos, or videos where all sides of the box are not visible, will not be accepted.

4. Refunds & Cancellations

Pre-Shipment Cancellation

If your order or an item you wish to cancel has not been shipped yet, you can contact us to request a cancellation. You can only cancel an order 3 hours after it has been placed. Once an order has been dispatched or a tracking number has been updated, we cannot cancel it.

Upon a successful cancellation, your refund will be processed within 24-48 business hours.

Post-Shipment Cancellation

We are unable to cancel orders after they have been shipped, as our third-party courier partners do not permit post-shipping cancellations. If you have requested a cancellation for an order that has already been handed over to our delivery partner, they may still attempt to deliver it. In this case, please do not accept the delivery.

If your shipment is returned to us due to any rejection from the courier or yourself, the cancellation will be processed automatically, and a refund will be issued.

Refunds for Returns

After we receive and inspect your returned products, we will initiate a refund. Please note that the refund amount will be the total order amount minus Return Fees. For damaged products, we may ship the item to the vendor for investigation to help us identify any issues with the product or packaging.

5. Additional Information & Fees

  • Exchange Timeline: You can expect to receive your exchanged product within 5-7 business days.
  • Exchange Fees: A flat fee of ₹150 will be charged to cover the shipping and pickup costs for an exchange. This is subject to stock availability.
  • Return Fees: For returns of non-damaged and correct products, a fee of ₹200 will be deducted from your total refund amount.
  • Lost or Damaged Returns: Items that are lost or damaged during the return shipping process are not eligible for a refund or exchange.
  • Authenticity Guarantee: We guarantee that all our products are 100% authentic and sourced from authorised vendors. They are properly labeled with barcodes, batch numbers, and detailed information to ensure quality and traceability.

Policy Changes: FMCGCart reserves the right to change this policy without any prior notice.