Return and Cancellation Policy
Due to our business model, we do not hold stock or inventory, and therefore we are unable to offer exchanges.
Mruga has put in place no-hassle procedures to ensure that you can buy from us in confidence and return the item if it has size issues (apparels only) or if the item is faulty or not what you ordered.
Only store credit will be given for such returns. Items must be unused, unworn, unwashed and undamaged. Return items will only be accepted in their original packaging, including: hangers, polyester bags, hang tags on garments. Any items that have been damaged, soiled or altered will not be accepted and will be sent back to the customer.
No returns, refunds or exchanges will be accepted for the following items:
- Custom stitched products
If the return is due to a size issue or some other issues (not an error on our part), it is the member’s responsibility to pay for return shipping. On our part we will give you a discount coupon. If the return is due to an error on our part (incorrect item sent, damaged/defective product), we will reimburse the invoice value as well as the shipping charge you bear to return the package, up to a maximum of Rs 150/kg. All returns which are not valid will not be accepted and will be sent back.
Colors of an outfit that appear on a computer monitor may be slightly different than the actual color of the outfit ordered. This color mismatch is unavoidable due to technical reasons beyond our control.
No Guarantee for Beads/ Sequences Work/ Embroidery – Hand Work and Stitching
Beads/ Sequence Work, Embroidery has a tendency of coming off while handling the product, wearing the product or while using it. We do check the product during shipping but due to nature of this entire item, they do come off sooner or later and hence carry no guarantee once the product is shipped. Many a times during strict physical checking at the customs during transit, more than usual sequences and beads come off. Many a times it happen that you open a box and find some pieces falling down on the floor, or you wear the dress and in a few hours you might lose some of them. This is normal with this kind of product and hence cannot be replaced and will carry no Guarantee on them.
Fabrics made of type Net, any kind of Silk, Satin, Cotton, Linen, etc. do not come with any kind of Guarantee.
Please note: Mruga will not be liable for any damage that happens in transit.
Returns can be made in the following ways:
- Courier the product(s) to Mruga
- Intimate us so that we can pick up the product(s) from your doorstep.
Should you wish to return all or a part of your order, you need to let us know within 7 days from the date of receiving your parcel. You can either call our Customer Support No. +91-99786-21700 between 10am and 7pm on Monday to Friday or write to us firstname.lastname@example.org.
After validating your return request over phone we will send you an email authorizing a return. Please bear in mind that we should receive the return package within 10 days of us sending the authorizing email.
Post receipt of the return package, we will proceed to inspect the same. Once approved as an eligible return, we will issue your refund or merchandise credit in the appropriate amount. If however the return is found not eligible for refund, we will courier the same back to you. In either scenario your return issue will be closed within 10 days of our receiving of the return package from you.
Refunds are made as follows:
- If the payment was made by cash on delivery then the refund is made in the form of a cheque and will be made after 20 days of delivery. As the COD payment takes at least 20 day to clear from courier company.
- If the payment is made using a credit/debit card (or any form of net banking) then the amount is credited back to the same account from which the payment was made.
- When a refund is to be made due to sizing issues from customer’s end (for apparel and footwear) then the amount is refunded in the form of store credits.
We will keep you updated on the status of your return at each step:
When we validate your return, we send you a return authorization mail
At the closure of your refund, we send you a closure mail.
Cancellation by Mruga
Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right at our sole discretion to refuse or cancel any order for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged the said amount will be reversed back in your in your Card Account. The customer agrees not to dispute the decision made by Mruga and accept Mruga’s decision regarding the cancellation Products once dispatched cannot be returned except when an approval have given through email@example.com
Cancellation BY YOU
Cancellation within 24 hours of purchase: You can cancel the order within 24 hours of your purchase by visiting your "My Account" section and cancelling a COD/ pending order or writing to us at firstname.lastname@example.org for your prepaid order. The cancellation will be effective within 24 hours and you will get a confirmation email and the bonus used if any will be reverted to your account automatically. The customer agrees not to dispute the decision made by Mruga and accept Mruga’s decision regarding the cancellation
Cancellation after 24 Hours is over: We need you to understand that on the basis of your consent written/ verbal we place the order with the brand, thus cancelling the order by you after 24 hours is over is a double loss of revenue for us. In such a case we need a written email from you stating the order number and the reason for cancellation. After receiving that email Mruga will take a decision. Please note: In cancellation after 24 hours of placing the order, if it is approved, the bonus used if any is not reverted and in case of Prepaid order, the money is reflected back in your account in form of purchase credits. The customer agrees not to dispute the decision made by Mruga and accept Mruga’s decision regarding the cancellation.
Cancellation in COD Cases: We appreciate if you inform us in advance in case you do not wish to accept the COD order, so that we do not dispatch the order and save on the courier cost and the effort. Please note: Repeated refusal of COD orders might lead to barring of COD facility without any intimation. The customer agrees not to dispute the decision made by Mruga and accept Mruga’s decision regarding the cancellation.
Cancellations Under Sale: Request for order cancellations under Express Sale will not be accepted as we start the process for dispatch as soon as order is received by us. The customer agrees not to dispute the decision made by Mruga and accept Mruga’s decision regarding the cancellation.