Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at socials@firewater.in . Please note that returns will need to be sent to the following address: Firewater Inc. Division of Grayson Distillers And Vintners Private Limited, 403/404, Esperanza Building, Linking Road, Next to Just in Time, Bandra West, Mumbai - 400050
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at:
socials@firewater.in
Order Cancellation
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Eligibility: You may cancel your order only before it has been shipped.
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Process: To cancel an order, please contact our customer service team immediately at socials@firewater.in with your order number.
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Refund for Cancellation: If your order is successfully canceled before shipping, we will initiate a full refund to your original payment method. The refund will be processed within 5-7 business days.
Refunds & Returns
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Eligibility for Refund: A refund is eligible only in the case of a defective product or if the wrong size apparel was delivered.
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Items that do not fit the criteria: If the product is not defective, or the correct size apparel as per the order was delivered, it is not eligible for a refund.
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Timeframe: You must raise a return/refund request within 7 days from the date you received the product.
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Condition of Returned Items: Items must be returned in their original, unused condition, with all tags and packaging intact.
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Process for Refund:
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Contact our customer service team at socials@firewater.in within 7 days of receiving your order, providing your order number and clear proof (photos or videos) of the defect or wrong size received.
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Once your request is approved, we will arrange for a pickup of the damaged/defective product from your shipping address.
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After the product is received and inspected by us, we will process your refund.
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Refunds will be processed to the original payment method and may take 5-7 business days to reflect in your account.
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Exchange Policy
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Apparel Exchanges: We offer exchanges for apparel products if you require a different size.
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Process for Exchange:
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Contact our customer service team at socials@firewater.in within 7 days of receiving your order to request an exchange for a different size.
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We will arrange for a pickup of the original apparel from your shipping address.
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Once the original item is received and inspected, we will ship the new size to you, subject to availability.
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Alternative: If you do not wish to exchange the product, the refund policy can be employed, provided the return criteria are met.
Non-Refundable Items
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None of our items are non-refundable per se, but they must meet the refund criteria outlined above (defective or wrong size apparel) to be eligible for a refund.
Contact Information
For any queries regarding cancellations, returns, or refunds, please contact us at socials@firewater.in .
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at socials@firewater.in .