Report a defective or wrong order

Returns & refunds

Last updated 6 October 2026. This page is the complete policy, the summary on the policies page is drawn from these same paragraphs, so the two cannot say different things. If anything here is unclear, write to support@fanture.in before you order. We would rather answer a question than argue after.

What we accept

Returns and replacements are for manufacturing defects, damage on arrival, and wrong items shipped, reported within 7 days of delivery. In practice that means one of these three:

• Something wrong with how it was made. The sole parting from the upper, a strap pulling away at its joint, a flaw moulded into the footbed. These show up after wearing, not in the box, so a worn pair is still covered, the test is whether the fault is in how the pair was made rather than in what has happened to it since.
• Damage that arrived with the parcel. A cut, a tear or a squashed sole you find when you open the box. Photograph the carton as well if it looks like it took the hit, that is usually what settles whether the damage happened at the factory or on the road.
• The wrong pair in the box. A different style, colour or size from the one on your order. Check the box label against your order email before you wear them: an unworn pair is straightforward for us to swap, a worn one is not.

Raise it from the form above, or email support@fanture.in with your order number and photos. We look at the photos within 72 hours.

What we do not accept

• Change of mind. We do not take a pair back because you decided against it once it arrived.
• Size and fit. No size exchanges, and no returns because the fit is not what you pictured. Every product page carries an EU / IND-UK / US / cm converter and the fit quiz asks what you stand on all day, and if you are between two sizes, message us before you order rather than after.
• Heat damage. Keep them out of direct sun and away from heat. CloudFoam™ can shrink or warp if it is left on a hot surface, in a parked car or near a heater, or washed in hot water. Rinse in cool water and dry in the shade. Heat damage is not covered by returns.
• Damage you caused after delivery. A cut, a burn, a pair the dog found. We cannot tell that from a manufacturing fault once enough has happened to the pair, which is why the window is short, not because wearing them voids anything.
• Anything reported after 7 days. The window runs from the day the parcel is delivered, not the day you open it. 7 days is short, so the honest thing is to try the pair on the day it lands.

Why the window is this narrow

A 7-day defect-only policy is stricter than the blanket 30-day window a bigger shop can carry, and we are not going to pretend otherwise. Somebody pays for a free change-of-mind window, and it is always the people who keep the pair: it goes into the price. Keeping returns to defects is part of how the price stays where it is.

So the effort goes in before the sale instead of after it. The size converter, the fit quiz, the weight, the heat limit and the reasons not to buy are all on the site ahead of the button, and when a claim is genuine, the reverse freight is ours, not yours. What we will not do is advertise a promise we quietly refuse later.

How a return runs

1. You report it, with photos. Within 7 days of delivery, from the form on this page or by email. Tell us at this point whether you would rather have a replacement or a refund, you choose, we don't.
2. We look at the photos. We respond within 72 hours. If what we can see doesn't settle it we will ask for another angle rather than refuse on a bad photograph.
3. Only if the claim is approved, the courier collects. Free, from your address, with the pair in its original packaging. Nothing is picked up before approval, so please don't post anything back on your own, because a parcel that arrives without an approved claim cannot be accepted or refunded.
4. You get the outcome you asked for. A replacement is dispatched as soon as the pickup is scanned. A refund is issued once the returned pair reaches us and the fault is confirmed, and lands back on your original payment method inside 5–7 working days.

Refunds

Approved refunds go back to the original payment method through Razorpay, typically within 5–7 working days of the returned pair reaching us, the clock starts when the parcel is back with us, not when you report the fault. Prepaid orders are refunded to the source account. For Cash on Delivery orders we ask for your bank details, because there is no card to refund to. Shipping was free, so nothing is deducted for it, and the ₹50 COD cash-handling fee comes back with the refund on a defect return.

Cancellations

You can cancel any time before the pair is handed to the courier, from the tracking page, by email to support@fanture.in, or by calling +91 97124 92480 with your order number. The same window is when the delivery address can still be changed. Once the parcel is picked up neither is possible, and refusing delivery at the door does not automatically create a refund, tell us instead, so the parcel isn't travelling both ways while nobody knows why.

Where returns are sent

Sarjak Plascon, 302, Shreeji Complex, Near Shreeji Nagar-1, Dabholi Char Rasta, Katargam, Surat, Gujarat, 395004, India. Please do not ship anything back before raising a request, parcels sent without an approved return cannot be accepted or refunded. When a claim is approved, Shiprocket collects from you and there is nothing for you to post.

If we get it wrong

We have not yet published a named grievance officer, and we would rather say that than print a title with nobody behind it. Complaints go to support@fanture.in or +91 97124 92480, Sarjak Plascon, 302, Shreeji Complex, Near Shreeji Nagar-1, Dabholi Char Rasta, Katargam, Surat, Gujarat, 395004, India. Per India's Consumer Protection (E-Commerce) Rules 2020 we acknowledge complaints within 48 hours and resolve within 30 days. If you would rather say it than write it, WhatsApp +91 97124 92480 ,10am–7pm IST, 7 days. It is the same number printed on every page of this site. There is no separate escalation line, because there is no separate team.