Thank you for choosing Fixie — India’s fun and trusted kids’ bandage brand. We understand that shopping for health and wellness products for your child requires complete confidence. This Refund and Return Policy has been designed to be transparent, fair, and in full compliance with the Consumer Protection Act, 2019 and applicable e-commerce regulations in India.

Please read this policy carefully before placing an order. By purchasing from www.fixie.co.in, you agree to the terms outlined below.

1. Eligibility for Returns

We accept returns and offer refunds under the following circumstances:

1.1 Eligible Return Reasons

• Product received is damaged, defective, or broken upon delivery

• Wrong product delivered (incorrect variant, size, or design)

• Product packaging is tampered, unsealed, or compromised at delivery

• Product is past its expiry / use-by date at the time of delivery

• Quantity delivered does not match what was ordered

1.2 Non-Eligible Return Reasons

Returns will NOT be accepted in the following cases:

• Product has been opened, used, or its sterile seal has been broken

• Return request is raised after 7 days from the date of delivery

• Damage caused by misuse, mishandling, or improper storage after delivery

• Customer change of mind or preference (product received as described)

• Items purchased during clearance sales or special promotions (unless defective)

• Bulk or institutional orders of 10 units or more unless there is a verified quality defect

Important: As Fixie bandages are medical/hygiene products intended for use on children’s skin, returns are only accepted for quality or fulfilment-related issues. Opened or used products cannot be returned for health and safety reasons.

2. Return Window

Return requests must be raised within 7 (seven) calendar days from the date of delivery. No return or refund requests will be entertained after this period.

To initiate a return, please contact our customer support team with:

• Your Order ID

• A brief description of the issue

• Clear photographs or a short unboxing video showing the damage or discrepancy

Tip: We recommend unboxing your Fixie order on video — this helps us process your return faster and protects both parties.

3. How to Initiate a Return

Follow these steps to request a return:

• Step 1 — Contact Us: Email or WhatsApp our support team within 7 days of delivery with your Order ID and description of the issue.

• Step 2 — Share Evidence: Attach photos or a short video showing the defect, damage, or incorrect item received.

• Step 3 — Review & Approval: Our team will review your request within 2–3 business days and notify you of the outcome.

• Step 4 — Reverse Pickup: If approved, we will arrange a free reverse pickup from your delivery address.

• Step 5 — Refund or Replacement: Once the return is received and inspected, your refund or replacement will be processed within 5–7 business days.

4. Refund Policy

4.1 Refund Methods

Refunds will be issued via the same payment method used at the time of purchase:

• UPI / Net Banking / Credit or Debit Card: Refunded to the original payment source within 5–7 business days

• Cash on Delivery (COD) orders: Refunded via bank transfer (NEFT/IMPS) — you will be asked to provide your bank account details

• Store Credit: If preferred, we can issue Fixie store credit of equivalent value for a faster resolution

4.2 Refund Timeline

Note: Bank processing times may vary. Fixie is not responsible for delays caused by the payment gateway or banking institution.

4.3 Partial Refunds

If only part of an order is affected (e.g., one pack out of three is damaged), a partial refund will be issued proportional to the affected items only.

5. Replacements

In addition to refunds, we are happy to offer a free replacement for:

• Defective or damaged products received

• Wrong products delivered

• Products with compromised or tampered packaging affecting sterility

Replacement orders will be dispatched within 3–5 business days after the returned item is received and inspected. All replacement shipping costs are borne by Fixie.

6. Order Cancellations

6.1 Before Dispatch

You may cancel your order for a full refund before it has been dispatched from our warehouse. Contact us immediately via email or WhatsApp with your Order ID.

6.2 After Dispatch

Once your order has been dispatched, cancellation is not possible. You may initiate a return after delivery, subject to the return eligibility criteria outlined in Section 1.

6.3 Pre-Orders / Subscriptions

Pre-orders or subscription-based purchases may be cancelled up to 48 hours before the scheduled dispatch date for a full refund.

7. Shipping & Return Costs

Fixie covers all reverse logistics costs for approved returns. You will not be charged any additional fees. However:

• If a return claim is found to be invalid upon inspection, the product will be shipped back to you at your cost.

• For self-shipped returns (only when courier pickup is unavailable in your area), we reimburse shipping charges up to ₹100 upon receipt of the courier slip.

8. Medical & Hygiene Notice

Fixie bandages are sterile, skin-contact products designed for children. For health, safety, and regulatory reasons, we are unable to accept returns of:

• Opened boxes or individual packets

• Bandages removed from their individual sterile wrapping

• Products stored in conditions not recommended on the label (e.g., direct sunlight, excessive heat or moisture)

If your child experiences a skin reaction or adverse effect from using our product, stop use immediately and consult a medical professional. Please also notify us at support@fixie.co.in so we can investigate and act.

9. Your Rights Under Indian Law

This policy operates in addition to your statutory rights as a consumer under:

• The Consumer Protection Act, 2019

• The Consumer Protection (E-Commerce) Rules, 2020

• The Legal Metrology (Packaged Commodities) Rules, 2011

If you are unsatisfied with our resolution, you may approach the National Consumer Helpline at 1800-11-4000 (toll-free) or file a complaint at https://consumerhelpline.gov.in.

10. Contact Us

Our customer support team is here to help with any queries related to returns, refunds, or your order:

• Email: support@fixie.co.in

• Website: www.fixie.co.in

• Address: [Registered Business Address], Maharashtra, India

• Support Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST

Fixie — Protect Little Bravery  |  www.fixie.co.in

This policy is subject to change. The most current version will always be available on our website.