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Return Policy

Return/s is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item’s applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below

Definition: ‘Return’ is defined as the action of giving back the item purchased by the Buyer to the Seller on the Mehendi Gallery Platform. The following situations may arise:

  1. Item was defective
  2. Item was damaged during the Shipping
  3. Products was/were missing
  4. The wrong item was sent by the Seller.

Return could also result in the refund of money in most of the cases.

Few Points to be noted:

  1. The seller can always accept the return irrespective of the policy.
  2. If Seller disagrees with a return request, Buyer can file a dispute under the Buyer Protection Program*.

Mehendi Gallery encourages the Buyer to review the listing before making the purchase decision. In case of Buyer orders a wrong item, Buyer shall not be entitled to any return/refund.

The Buyer needs to raise the return request within the return period applicable to the respective product. Once Buyer has raised a return request by contacting Us on Our Toll-Free Number, Seller while closing the return ticket can select one of the following:

  1. Replace after shipment collection – Seller has agreed to wait for the logistics team to collect the shipment from the buyer before replacing it)
  2. Refund after shipment collection – Seller has agreed to wait for the logistics team to collect the shipment from the buyer before refunding)
  3. Refund without shipment collection – Seller has agreed to refund the buyer without expecting the original shipment back)
  4. Replace without shipment collection – Seller has agreed to replace the order without expecting the original shipment back)
  5. On certain select days as specified by Mehendi Gallery  (such as ‘The Big Day’) separate policies may be applicable.

In the event the Seller accepts the return request raised by the Buyer, Buyer will have to return the product and then the refund shall be credited to the Buyer’s account.

In case the Seller doesn’t close the ticket in 3 days from the date of intimation to the Seller about the refund request, the refund request shall be settled in favor of the Buyer.

Further, for returns being made by the Buyer to the Seller of the product, the following parameters need to be ensured by the Buyer:

CategoryCondition
Beauty CareShould be “New”, Unopened, and returned with the original packaging
Clothing and FootwearShould be “New & Unworn” (other than for trial)
Health & ExerciseShould be “New & Unopened”
Sports & EquipmentShould be “New” and returned with the original packaging
Office ProductsShould be “New” and returned with the original packaging
Jewellery (jewelry)Should be “New” and returned with the original packaging

If the product being returned is not in accordance with the above parameters, then Buyer shall not be entitled to any refund of money from the Seller.

The shipping cost for returning the product shall be borne and incurred by the Seller.

Replacement

Definition: Replacement is the action or process of replacing something in place of another. A Buyer can request for replacement whenever he is not happy with the item, the reason being Damaged in shipping, Defective item, Item(s) missing, wrong item shipped and the like.

Points to be noted:

  1. The seller can always accept the return irrespective of the policy.
  2. If Seller disagrees with a return request, Buyer can file a dispute under Buyer Protection Program*.

The Buyer needs to raise the replacement request within the return period applicable to the respective product. Once Buyer has raised a replacement request by contacting Us on the Number provided on the Platform. Once the replacement request has been raised, the following steps shall be followed:

  1. The buyer is asked for a “Reason for Return”. Among others, the following are the leading reasons:
  2. Shipping was damaged
  3. Item was defective
  4. Item Dead on Arrival
  5. Item(s) were missing
  6. Wrong item sent
  7. An intimation shall be provided to the seller seeking either “approval” or “rejection” of the replacement request.
  8. In case the Seller accepts the replacement request, the buyer shall be required to return the product to the Seller and only after the return of the product, the Seller shall be obliged to provide the replacement product to the Buyer.
  9. In case the Seller rejects the replacement request, the buyer can choose to raise a dispute by contacting us through this link: https://www.Mehendi.Gallery/help centre.

In case the Seller doesn’t have the product at all, the seller can provide the refund to the Buyer and the buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.

If the seller doesn’t respond to the Buyer’s replacement request, within three (3) days from the date of the replacement request placed by the Buyer, the refund shall be processed in favor of the Buyer and the Seller shall be liable to refund the amount paid to the Seller.

All shipping and other replacement charges shall be borne and incurred by the Seller.

The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.

Part 1 – Category, Return Window and Actions possible

CategoryReturns Window, Actions Possible and Conditions (if any)
Lifestyle: Jewellery, Accessories, Travel Accessories, leather Accessories, etc..2 days Refund or Replacement
Lifestyle: Winter Wear (Blazer, Sweatshirt, Scarf, Shawl, Jacket, Coat, Sweater, Thermal, Kid’s Thermal, Track Pant, Shrugs), etc…2 days Refund, Replacement or Exchange
Lifestyle: T-Shirt, Sari (saree), Short, Dress, Kid’s (Capri, Shorts & Tops), Men’s (Ethnic Wear, Shirt, Formals, Jeans, Clothing Accessory), Women’s (Ethnic Wear, Fabric, Blouse, Jean, Skirt, Trousers, Bra), Bags, Raincoat, Belt, Backpack, etc…2 days Refund, Replacement or Exchange
No Questions AskedRespective days for Refund or replacement, this policy enables easy product return requests for customers through the Platform, subject to product validations at the time of pick-up and fraud prevention mechanisms. This policy shall be applicable only if the product was bought when this policy was applicable to the product. If not, the policy provided here shall apply to the order. It is clarified that a customer may only be able to seek a one-time replacement under this Policy, subject to the other terms provided herein. Exceptions to this policy: Following claims will be covered under the policy provided here and through corresponding validation processes a. product undelivered b. product/accessories missing c. wrong product/accessories delivered
No Returns categoriesSome products in the above categories are not returnable due to their nature or other reasons. For all products, the policy on the product page shall prevail. You can view the complete list of non-returnable products here.

Part 2 – Returns Pick-Up and Processing

In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address

During pick-up, your product will be checked for the following conditions:

CategoryConditions
Correct ProductName/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
Complete ProductAll in-the-box accessories, freebies and combos (if any) should be present.
Unused ProductThe product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
Undamaged ProductThe product should be undamaged and without any torn, dents, tears or holes.
Undamaged PackagingThe product’s original packaging/ box should be undamaged.

The field executive will refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.

Part 3 – General Rules for a Successful Return

  1. In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
  2. In cases where a product accessory is found missing/damaged/defective, the seller may either process a replacement of the particular accessory or issue an eGV for an amount equivalent to the price of the accessory, at the seller’s discretion.
  3. During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund (on the spot refunds for cash-on-delivery orders). Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, these category-specific replacement/return general conditions will be applicable. Click here to know more about Open Box Delivery.
  4. For products where installation is provided by Mehendi Gallery’s service partners, do not open the product packaging by yourself. Mehendi Gallery authorized personnel shall help in unboxing and installation of the product.
  5. For Furniture, any product-related issues will be checked by authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.

‘In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 7 days from the date of delivery confirmation for the seller to investigate.