Return to Origin (RTO) Policy

Last updated: 7 October 2026

Return to origin (RTO) means a courier sends a package back to our warehouse after delivery is unsuccessful.

Courier Services

For our customers' convenience, we use third-party courier services such as Delhivery. We do not have direct operational control over courier handling or delivery once a package leaves our warehouse. We will nevertheless assist with tracking, delivery concerns and courier escalations. This does not limit our obligations or your rights under applicable law.

Returned or Undelivered Packages

An order may return to origin (RTO) after unsuccessful delivery because the address is incorrect or incomplete, the phone number is incorrect, the customer cannot be reached at the time of delivery, or the delivery is refused.

Where a package returns for one of these reasons, minimal shipping and handling charges may apply. We will explain the delivery record and confirm any applicable charges with you. These charges do not apply where the failed delivery was caused by Fanaze or a courier error, and do not limit remedies required by law.

Any eligible amount already paid is credited to your Fanaze store wallet after the package reaches our warehouse and is inspected, after the applicable disclosed RTO charge is deducted. For a partial-COD order, this calculation relates only to the amount actually paid, not an unpaid COD balance. If the charge is equal to or greater than the amount paid, no credit remains; any proposed redelivery and its charges will be discussed separately.

If your store credit does not reflect after we confirm it has been issued, please contact contact@fanaze.com with your order number.

Any applicable shipping and handling charges will be confirmed with you before a return, replacement or redelivery is arranged. Changes to charges apply only to future orders after publication and will not be applied retrospectively to an order already placed.

Redelivery and Other Returns

Please contact our team to discuss any proposed redelivery and its charges before we reship an RTO package. For a delivered item you wish to return or replace, please see our Return & Exchange Policy. Cancellation terms are explained in the Refund Policy.

Your Consumer Rights

Nothing in this policy limits your rights under applicable consumer law. Where a monetary refund is required by law, it will not be replaced with compulsory store credit; it will be processed through the original payment method or another method agreed with you, within the applicable timeframe.

Need Help?

Email contact@fanaze.com with your order number. Our team typically responds within 24 to 48 hours.