Returns, refunds and cancellations

If something is wrong with your order

We will collect and replace or refund an item when:

• it arrives damaged, or with a manufacturing fault;
• it is not what you ordered (wrong product, size or colour); or
• pieces are missing from a set.

How to report it

1. Tell us within 72 hours of delivery, through our contact page or by email to care@fernelia.com.
2. Include your order number and clear photos of the item, the fault and the packaging. An unboxing video, if you have one, helps us resolve it faster.
3. Keep the item, its labels and its packaging as they arrived until we collect it.

If a fault only becomes apparent later, for example after the first wash, contact us anyway and we will look at it.

What happens next

Once we have confirmed the issue, we arrange a free pickup. You can then choose:

• A replacement of the same item, sent free of charge;
• Store credit for the full amount you paid, to use on any product, valid for 12 months; or
• A refund of the full amount you paid.

If the item is out of stock and cannot be replaced, we will offer store credit or a refund.

Changes of mind

We do not accept returns or exchanges for a change of mind, including a size or colour ordered by mistake. Please check the size guide on each product page before you order, and ask us if you are unsure about a size, colour or fabric.

What is not a fault

• The natural character of linen and cotton: slubs, small variations in the weave and tone, and the softening and slight relaxing of the cloth after washing.
• Small differences between the colour on your screen and the colour of the cloth.
• Wear and tear, or damage from washing or drying against the care label.

Refunds

• Approved refunds are processed within 7 working days of our receiving the returned item (or of approval, where no return is needed).
• Online payments are refunded to the original payment method. Your bank or card issuer may take a further 5 to 7 working days to show it.
• Cash on delivery orders are refunded by bank transfer or UPI to an account you give us.

Cancelling an order

• You can cancel free of charge at any time before your order is dispatched. Contact us with your order number and we will refund any payment in full.
• Once an order has been dispatched, it can no longer be cancelled.
• If a cash on delivery order is refused at the door, we may ask for payment in advance on future orders.

How we decide

Every claim is subject to inspection of the item, and we decide in good faith whether it is faulty, damaged or incorrect. We may, at our discretion, make exceptions to this policy as a goodwill gesture. We may update this policy from time to time; the version in force when you placed your order applies to it. Nothing in this policy affects your rights under Indian consumer law.