RETURN, EXCHANGE, CANCELLATION, AND REFUND POLICY
MAMORI (“Company,” “we,” “our,” or “us”) is committed to ensuring customer satisfaction and building trust through fair business practices. This Return, Exchange, Cancellation & Refund Policy explains the terms under which customers may return, exchange, or request a cancellation or refund for products purchased directly from us. Our goal is to balance convenience for customers with protections against misuse and to comply with applicable laws.
1. SCOPE OF POLICY
We want to be clear about where this policy applies. Returns, refunds, cancellations and exchanges are only valid for orders placed directly with us through our official website, app, or channels.
- This policy applies only to purchases made directly through our official website, mobile application, or verified social media channels.
- Purchases from third-party platforms (e.g., Amazon, Flipkart), physical stores, or unauthorized resellers are excluded. Customers must contact the seller directly for such returns.
- Orders are usually processed and dispatched within 2–4 business days, excluding weekends and public holidays.
2. RETURN POLICY
Sometimes things don’t work out and that’s okay. Our return policy ensures you can request a return within the allowed period, provided the product is in its original condition and meets our guidelines.
- Return Window: The return package must reach our warehouse within 7 days of raising the return request. No returns will be accepted after 7 days from raising the return request.
- Return Request: Customers must raise a return request within 48 hours of delivery by emailing us with:
- Full Name
- Order ID
- Reason for return (with images or video evidence)
- Authorization Requirement: All returns must be approved and assigned a Return Authorization (RA) number. RA number will be provided by the company after the return request is approved. Packages without an RA number or not following instructions will be refused.
- Condition of Returned Products:
- Items must be unused, unworn, and returned in their original packaging with all tags, labels, manuals, inserts, and accessories intact.
- Products received in used, damaged, or altered condition will not be accepted.
- Shipping & Insurance:
- Customers are responsible for safe return shipping, including packaging, insurance, and proof of delivery.
- Return shipping costs are borne by the customer, unless the return is due to our error.
- Refunds:
- Refunds will be processed only after inspection at our warehouse.
- Processing timeline: 7–10 business days after approval.
- Shipping charges are non-refundable unless the issue was caused by us.
- For “Free Shipping” orders, the actual shipping cost will be deducted from the refund.
- Restocking Fee: Unauthorized returns or refused deliveries will attract a 10% restocking fee + freight charges.
3. NON-RETURNABLE ITEMS
For hygiene, safety, and special order reasons, certain items cannot be returned or exchanged. We list them here so you know upfront which products are final sale.
The following products are not eligible for return, refund, or exchange:
- Customized or personalized items.
- Products purchased during clearance sales, flash deals, or under promotional/discount codes.
- Grooming and hygiene-sensitive items (e.g., opened skincare, combs, brushes).
- Food, supplements, treats, or edible products (unless expired or damaged on arrival).
- Electrical items, appliances, and medications.
- Gift cards, vouchers, and special-order products.
4. EXCHANGE POLICY
If you’ve received a damaged item or the wrong product, we’ve got you covered. Our exchange policy is designed to quickly correct mistakes and send you the right replacement.
- Exchanges are allowed only in the following cases:
- Damaged Products: Items with manufacturing defects (e.g., broken clasps, torn straps, defective hardware).
- Incorrect Items: If a wrong product, size, or design was shipped.
- Process:
- Customers must notify us within 48 hours of delivery with clear images or video evidence.
- Once approved, return instructions will be provided. A replacement will be shipped after the returned item is received and inspected.
- If the requested replacement is unavailable, the customer may choose a refund.
5. WARRANTY
This site and the products offered are provided “as is” without warranties of any kind, express or implied. While we take care to ensure accuracy, Mamori does not guarantee that the website will be uninterrupted, error-free, or free from harmful components. Some jurisdictions do not allow limitations on warranties, so these limitations may not apply to you.
6. ORDER CANCELLATIONS
- Orders can be cancelled within 24 hours of placement if not yet dispatched.
- Once dispatched, the order cannot be cancelled but may be returned under this Policy.
- Prepaid order cancellations will be refunded after deducting transaction processing fees charged by the payment gateway.
7. FRAUD & ABUSE PREVENTION
Fraudulent returns and misuse of policies can harm the business and genuine customers. This section protects against such abuse.
- The Company reserves the right to refuse returns or exchanges from customers with a history of excessive or fraudulent claims.
- Any attempt to misuse this Policy (e.g., returning used goods as “new”) may result in account suspension and legal action.
8. REFUND TIMELINES & MODE
We believe in transparency. Here we explain how long refunds usually take and how they’ll be processed, so you know what to expect. Refunds must be processed fairly and transparently.
- Approved refunds will be issued via bank transfer.
- Refunds may take 7–10 working days to reflect, depending on the bank or payment provider.
- For COD (Cash on Delivery) orders, refunds will be issued via bank transfer. Customers must provide valid account details for processing.
9. CONTACT & SUPPORT
- Email: orders@mamori.in
- Phone: +91 7303866844
- Address: B-42, Lajpat Nagar, New Delhi-110024