(Service-Related Returns / Complaints)

1. General Return Policy Statement

Firlona allows customers to claim a return or service correction under specific circumstances to ensure fairness, transparency, and customer protection. A return request may be initiated based on the conditions mentioned below. Firlona reserves the right to modify or update this Return Policy at any time without prior notice. Customers are advised to review this policy periodically. By using the Firlona app or website, you acknowledge and agree to the terms mentioned herein.

2. Valid Reasons for Requesting a Return

• Customer is permitted to request a return due to False Service, Incomplete Job, or Misbehavior from the service provider.
• Only service charges are eligible; materials, spare parts, or consumables are excluded.
• The return is only valid for the specific service provided. For example, if AC’s indoor unit was serviced and the problem arises in the outdoor unit, it is not applicable.

3. Return/Service Review Process

• Firlona retains the right to approve or reject a return request based on verification.
• Claims will be reviewed by collecting details about job completion from the service provider.
• Customers may be asked to provide photos, videos, or additional proof to verify the issue.
• The outcome, along with the reason for approval or rejection, will be communicated via the registered email or contact details.

4. Conditions Affecting Returns

• Returns cannot be claimed if the issue arises due to:
• Customer negligence
• Wrong instructions by the customer
• Absence of the customer at the service location
• Misuse of the appliance after service
• Misbehavior with service providers or violation of Firlona guidelines may lead to denial of the return request.
• If no one is present at the service location or fails to provide necessary information for service processing, the order may be canceled.

5. Vendor / Beautician Responsibilities

• If a vendor receives payment in cash and a return is approved, they must return the appropriate amount to the customer.
• Vendors failing to comply may face penalties, account suspension, or contract termination under Firlona policy.

6. How to Request a Return

Customers can request service returns using any of the official channels:
📧 Firlonaofficial@gmail.com
📞 +91 98960 34903
💬 Social Media or Live Chat (App/Website)

Required details:

• Order ID
• Registered phone number
• Proof of purchase
• Photos/videos (if applicable)
• Clear reason for return request