Replacement Policy

Products sold by FeelsBrandNew fall into the following categories. The condition of every product is clearly disclosed on the product page and invoice.

FBN follows a Replacement-First Resolution Model. Where an eligible issue is verified under this Policy, the Company will first attempt to provide a replacement solution before considering any other remedy.

The Company reserves the right to determine the most appropriate resolution, including:

• Like-for-like replacement
• Equivalent replacement
• Repair, where the issue can be effectively resolved without replacement
• Dispatch of missing accessories
• Store credit
• Refund, where replacement is not reasonably possible

The following do not constitute valid grounds for return, replacement, or refund:

A continuous, unedited, uninterrupted unboxing video is mandatory for claims involving transit damage, wrong item received, missing accessories, or physical condition disputes.

The video must:

• Begin before opening the package
• Clearly show the shipping label
• Show all sides of the package
• Capture the entire opening process
• Show all included accessories and the physical condition of the product
• Clearly show the alleged issue

All claims are subject to verification. FeelsBrandNew may conduct remote diagnostics, request additional evidence, verify serial and IMEI numbers, inspect the returned product, and perform technical testing.

Customers must provide: Order number and invoice copy.

Prior to dispatch, FBN records IMEI numbers, serial numbers, hardware identifiers, cosmetic condition, internal quality reports, device photographs, security markings, and component specifications.

If a returned device contains substituted parts, missing components, altered serial numbers, tampered security markings, or does not match dispatch records, the claim is rejected immediately and the product may be returned to the customer at their expense.

Where available, FeelsBrandNew will provide a replacement matching product category, brand, model, screen size, storage capacity, RAM configuration, processor category, and cosmetic grade.

Because refurbished inventory is unique, identical replacements may not always be available. Where an identical unit is unavailable, FeelsBrandNew may provide an equivalent replacement matching device category, intended functionality, screen size range, storage, RAM, processor class, and cosmetic grade.

FeelsBrandNew does not guarantee identical serial numbers, IMEI numbers, manufacturing dates, battery health beyond the disclosed minimum, cosmetic markings, or internal component manufacturers. An equivalent replacement constitutes full resolution of the approved claim.

Refunds may be offered only when repair is not feasible, replacement is unavailable, or an equivalent replacement is unavailable. Refunds are processed through the original payment method wherever possible.

Customers acknowledge that refurbished products are pre-owned devices that have been tested, restored, and certified for resale. Normal signs of prior use consistent with the disclosed cosmetic grade — minor scratches, scuffs, keyboard shine, light casing marks, minor paint wear — are not defects and do not qualify for return or replacement.

Battery health is assessed according to the minimum threshold disclosed on the product page. Performance may vary depending on usage patterns, charging habits, environmental conditions, and software updates. Natural battery degradation does not constitute a defect.

AI Glasses, Bluetooth Speakers, NFC Speakers, Chargers, Cables, Adapters, and Accessories are sold as brand-new products.

AI functionality may depend on third-party services, cloud infrastructure, internet connectivity, manufacturer updates, subscription services, or regional availability. Changes, interruptions, restrictions, or discontinuation of AI services by manufacturers or service providers do not constitute product defects.

Wireless performance may vary based on device compatibility, operating system versions, environmental interference, network conditions, or firmware versions. Such variations do not constitute defects unless caused by a verified hardware failure.

Customers are solely responsible for backing up and removing personal data. FeelsBrandNew shall not be responsible for data loss, corruption, recovery of deleted files, loss of photographs, software, or licenses, or any consequential losses or business interruption resulting from data loss.

Returned devices must be free from iCloud Lock, Apple Activation Lock, Google Lock, Microsoft Account Lock, PIN locks, passwords, and enterprise management profiles. Devices returned with active locks may be rejected.

Returns may be rejected if device opening, component replacement, unauthorised repairs, liquid damage, physical abuse, jailbreaking, firmware modification, or third-party servicing is detected. Products modified through unauthorized software changes, security bypasses, or unofficial firmware are not eligible for replacement, refund, or warranty coverage.

Every device is recorded using serial numbers, IMEI numbers, asset identifiers, internal inventory records, and product photographs. Claims involving mismatched devices, substituted components, false statements, fabricated evidence, part swapping, intentional damage, or identity fraud will be rejected.

Customers agree to first allow FeelsBrandNew a reasonable opportunity to investigate and resolve any issue before initiating a payment dispute or chargeback. Fraudulent or bad-faith chargeback claims may be contested using order, delivery, and inspection records, device identifiers, and customer communications.

Replacement and resolution timelines may be extended due to events beyond the Company's reasonable control, including natural disasters, wars, floods, earthquakes, pandemics, government actions, customs delays, transportation disruptions, cybersecurity incidents, supplier shortages, strikes, or labour disputes.

To the maximum extent permitted by law, the Company's total liability shall not exceed the purchase price actually paid by the customer for the product giving rise to the claim. The Company shall not be liable for indirect, incidental, special, punitive, or consequential damages.

Nothing in this Policy limits any rights that cannot lawfully be excluded under applicable consumer protection laws.

All claims are subject to inspection, technical verification, fraud screening, and compliance review. FeelsBrandNew reserves the right to approve, reject, or propose an alternative resolution based on the specific facts of each case.

The Company reserves the right to amend, revise, or withdraw this Policy at any time without prior notice. The version in effect at the time of purchase governs the customer's claim. It is the customer's responsibility to review this Policy before making a purchase. Continued use of the platform following any amendment constitutes acceptance of the revised Policy.

Email: support@feelsbrandnew.com · Website: www.feelsbrandnew.com · WhatsApp/Call: +91 95032 95927

Customer Support Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST.