Refund and Return Policy

CANCELLATION, RETURN AND REFUND POLICY

In case of dissatisfaction from our services, customers have the liberty to cancel their placed orders and request a refund from us. Our Policy for the cancellation and refund will be as follows:

Order can be cancelled any time before the shipment. Once order get cancelled amount will be refunded for ‘prepaid orders’. We will refund back the money, provided the reasons are genuine and proved after investigation.

For Cancellations mail to info@falconbed.com .

You have seven (7) calendar days to return a product from the date you received it and the photographs of the defective product (Conditions: valid only for standard falconbed^® products purchased online through our website).

When your request for a cancellation is received after the product has been dispatched for delivery and prior to delivery of the product, then you must first receive the product from our logistics partner and then contact our customer service executives for pick up from you.

We will arrange for the products to be collected from you, either by us or by a third party. You have a legal obligation to take reasonable care of the cancelled products while they are in your possession. Neither the product nor its packaging shall be tampered in any manner prior for being eligible for this cancellation. If you fail to comply with this obligation, we have the right to reject your cancellation request and forfeit the payments already made to us.

For replacements, you would be allowed only to order an item with equivalent price or higher price and the new items will be shipped to you after receiving any applicable additional payments.

Any mode of change will not apply for orders being confirmed by you with regards to size, thickness, colour, variety.

Each and Every product listed in the website will have a different return period. Each product should be checked for its respective return period. Please check the product’s respective return period before placing the order.

If you want to return your Mattress within the first 100 days (if products that have 100 nights valid return policy) after your receipt, please e-mail at info@falconbed.com to arrange a return pick-up.
In some cases, where our Logistic Service Provider doesn’t provide reverse pickup facility, customer will have to send the product on his own through any available logistics to the factory, the below mentioned address after the request for reverse pickup is raised: you have to send the shipping bill also to the following address through registered post by India post only.
Healthlines, Falconbed, Airport road, Aykkarapadi, Pulikkal, Kerala 673637
Customers may return a maximum of two (2) of each particular Product per initial order, validated by a customer name or shipping address.
If at least one of a particular Product type is returned from an initial order, that customer or shipping address will not be eligible for additional 100-night trials on subsequent orders of that particular Product.
Products shipped within India UAE, Bahrain, Saudi Arabia, Kuwait, and Oman are free andare eligible for return.

Cancelation Criteria

Incorrect or Incomplete information regarding Customer’s address (Street number, Landmark etc.) etc.
In case of wrong product price or specification mentioned on info@falconbed.com
Unavailability of products – in exceptional cases, if a product runs “out of stock”
If area falls under “Non Serviceable zone” or “out of delivery area” by our Logistic Courier Partner even after placing the order in that case order can be cancelled.
Suspected fraudulent information.

Returns

If your order is lost or damaged during the delivery process due to a fault of ours or of the logistics partner, we will employ our best efforts to work with you and the carrier to retrieve your shipment or to replace the damaged product.

You may either request for refund of the entire amount already paid to us or for replacement of the product with a new product with the same specifications or a different product. For all returns, you will have to courier the shipment back to us to the following address mentioned at bottom of this letter.

If you have requested us for replacement of the products we will ship the new product to your address once we receive the shipment from your end. No extra shipment charges will be applicable for such delivery

In case, if you received a damaged product, it must be reported to us through Registered email ID and sent it to via email at info@falconbed.com within 24 hours of delivery

Guidelines for Returns & Replacement:

Products are physically damaged/defective.
Wrong item delivered/ Wrong Size/Wrong Quantity.
Products that do not match with the specifications mentioned in the order.
If the product is delivered defective or damaged, in that case, customer needs to inform us through Registered email ID and sent it to info@falconbed.com or Call us at +91 8086620005 (Helpline Number) within 24hours from the time of delivery with photograph of the damaged product from different angles.

We require you to supply photographs of the entire sleeping surface of the mattress and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the mattress not being replaced.
To make a claim regarding a flaw with photographs of your mattress, please email with photographs to us the following details

Detailed description of the alleged flaw
A series of photographs explicitly showing the flaw
Order number , invoice number, date and the relevant details about the buyer

All items must be returned in their original condition, with price tags intact, labels, user manual, warranty cards, original accessories and in the original manufacturer’s box/packaging as delivered to you.
Original Invoice should be attached.
The Products must be in good condition, product should be unwashed, unused, and in undamaged condition; and not accepted if it is soiled, bed wetted, any spillage.

Please note that any customer errors such as wrong size or wrong products ordered are not eligible for returns. Also, customised mattresses and pillows are not eligible for return.

Steps to follow to return a Product

We will raise a request for Reverse pickup and try to arrange it from our end. Once the pickup is arranged our logistic partner will collect the product within 2-3 business days.
Customer needs to pack the product with packing & paste the invoice on it.
Customer has to hand over the product to the logistic boy.
Once the pickup is done, product will be sent to us by the logistic partner.
After receiving the product, quality check will be done over the product by our team which takes 2 working days’ time.
If product is found damage/defective by our team, we will try to arrange a replacement; however, it depends on the availability of the product.
Once sent, customer needs to share the shipping documents details at info@falconbed.com

In case, after receiving the product if we found any discrepancy by our Quality inspection team, we will re-ship product to the customer and in that case customer will have to bear the courier charges for re-shipment in order to receive the product. No courier charges for sending the product will be reimbursed.
Product Purchase under clearance sale will not be covered under Return policy.
Products sold as combo can’t be returned individually.

REFUNDS

You will be required to ship all such defective products to our office and the refund will be processed only after due and appropriate verification of the product. On our verification if it is observed that any defect is incurred due to your actions or omissions, we will not be responsible for refunding the amount paid to you. However, you may still opt for replacement in accordance with the terms of this policy. All applicable refunds shall be made to the bank account from which you had processed the payment. Please note the applicable shipping charges, if any, shall not be refunded to you in any circumstance

Once the order gets cancelled, amount will be refunded to the customer based on the payment mode chosen by the customer at the time of placing the order.
If paid by credit card, refunds will be issued to the original credit card provided at the time of purchase and in case of payment gateway name payments refund will be made to the same account.

Credit/Debit Card/Net Banking/Wallets – 2-4 business days
If transaction is done by through NEFT and Cheque then customer need to share below mentioned details at our Email Id info@falconbed.com from registered e-mail id.
- 1. Account number
- 2. Account Holder name
- 3. IFSC Code
After receiving the retuned product and required information for refund, refund will be processed in 2 business days and same will reflect in your account in another 2-4 business days.
For EMI payment, refund will be credited in 6-8 business days after cancellation.
Important: it is informed that the returns or exchanges or refunds are not acceptable for any request that do not meet the aforementioned criteria.

Please be informed due to hygiene aspects associated with products such as mattress, pillows and other sleep accessories, we reserve the right to reject cancellation or returns if these items have been found to be used.
If we suspect any fraudulent transaction by any customer or any transaction which defies the terms & conditions of using the website, we at our sole discretion could cancel such orders. We will maintain a negative list of all fraudulent transactions and customers and would deny access to them or cancel any orders placed by them.

Working time: 10 am to 5pm
Working days: Monday to Friday (except holidays)
FALCON SIGNATURE
POST PULIKKAL
KERALA, INDIA 673637
Customer care Number: +91 9526662000
Email: info@falconbed.com