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Returns & Refunds
- What is Mantraa’s Returns policy?
- Refund/ replacement for goods/ merchandise are subject to inspection and checking by Mantraa team.
- Damages due to neglect, improper usage or application will not be covered under our Returns Policy.
- Please note that the Cash on Delivery convenience charge and the shipping charge would not be included in the refund value of your order as these are non-refundable charges.
Though we strive to give you a great customer experience each time you shop with us, if at all you are not 100% satisfied with your purchase, you can return your Order for a full refund of paid price.
We mean what we say! All you need to do is give us a call on ______________or drop an email at care@matraa.net within a period of 3 days, from the date of order.
However, you must understand that we can’t bear a loss either; so return of products will be accepted only if the products are returned in a saleable condition with the tags intact and in their original packaging, in an unwashed and undamaged condition. C’mon that’s just fair!
- Are there certain categories of products which are non-returnable?
- Certain items such as Clothing Stitched On Order, Inner wear, Lingerie, Fragrances, Beauty products, Swimsuits, Socks, Jewellery (sold by Mantraa Partners only), are non returnable.
- Can I return a part of my order?
- Yes, you may return a part of the Order, in case of multiple items in an order. Any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
However, if your purchase was made in the period of a special promotional offer, contests or any special scheme then special rules might apply for returns.
- How long will the return process take?
- Once your return request has been placed with Customer Service, it usually takes about 7 days to initiate refund subject to product inspection. In case you are sending the product back on your own, the delivery time would depend on your chosen courier. Once the item is received in our warehouse, it undergoes a Product Inspection which takes about 2 days. Typically the refunds are initiated within 2 days after product inspection. The receipt of the payment would depend on the mode of payment chosen by you.
- How will I receive my Refund?
- If the payment was made by Credit Card or Net-Banking, we can either issue Mantraa Credits or reverse credit to the Credit Card or credit your Net-Banking account. Mantraa Credits can be utilized on a future purchase on the website.
- If the payment made was by Cash, we can either issue Mantraa Credits or Bank Transfer. Mantraa Credits can be utilized on a future purchase on the website.
- If Mantraa Credits were used to make a purchase, refund will only be issued as Mantraa Credits. This can be utilized on a future purchase on the website.
- How long will the refund process take?
- Typically the refunds are initiated within 2 days of Product Inspection. Receipt of the refund would depend on the mode of payment chosen by you. The expected timelines are as below:
|
Refund Method |
Refund Receipt Time (After Initiation) |
| Mantraa Credits | 1 business days |
| Bank Transfer/NEFT | 1-2 business days |
| Debit Card | 5-7 business days |
| Credit Card | 5-7 business days |
- For Debit Card and Credit Card transfers the time taken for refund depends finally on the bank. Though we would love to expedite the same, our hands are tied. Also, you can assume additional delay for nationalized banks. Banks send a sms to customers for credit amount of more than Rs. 5000 only. In case your refund is less than Rs 5000 please check your bank account or credit card account.
- How do I return a product?
You can return a product hassle free in a few simple steps. However, do give us a call and we can help you with the steps to follow in case of return:
1) Place your item in its original packaging – not the Mantraa.net box
2) Please mention your Name, Order Number, and Mobile Number, on the top of the box, and insert the original invoice
3) If you are sending it on your own make sure you seal it properly.
You can choose to:
(a) Schedule a pickup using our logistics partner, at our cost, by calling us , or
Send it at your convenience to our address below and get a voucher for Courier charges up to a maximum of $5 per kilogram of shipment.
(Address)
Scanned copy of courier slip needs to be emailed to us within 10 days of opening the return request.
If we have received the product through courier, but we did not receive scanned copy of courier slip within 10 days of opening the return request, then we will reimburse a flat amount of USD $10.
- It may also happen that our logistics partners may not have a pick up facility available in your area, even though it may have been delivered by them. Under such circumstances we hope you understand that we may request you to send it to our address as mentioned above in 3.(a)
- Drop Ship – We also offer you Returns Drop Ship facility for certain locations and constantly increasing our reach. Customers from these locations who would like to return their products can visit the centers and send their returns to Mantraa. This is provided to customers completely free of charge. Please get in touch with us to know if your location is served by this facility at this time.
- Do you provide a pick up from home in case I want to return a product?
Yes we provide pickup from your doorstep from most cities. To know if reverse pickup is available at your location do give us a call. The refund amount for courier charges is subject to our policies.
- Where do I return my product?
Please check with our customer care if we cover your city for pickup and we do in most cases. If however your city is not covered or if you wish to send the product on your own please use this address.
(ADDRESS)
- I was charged shipping charges for my order. If I return my order, will I get back my shipping charge along with the refund?
Shipping charge would not be included in the refund value of your order as this is a non-refundable charge.
- I was charged a convenience charge for my COD order. If I return my order will I get back my convenience charge along with the refund?
Cash on Delivery convenience charge would not be included in the refund value of your order as this is a non-refundable charge.
- If I return a product on my own do I get back the shipping charges?
Once you incur courier charges please email us the scanned copy of the receipt within 10 days of the return. We will refund your courier charges up to a maximum of USD $10 per kg. If you are unable to send the scanned copy of the receipt within 10 days of the return request, we will refund you a flat $1 0 USD against the courier charges.
Refunds for courier charges are always in the mode of Mantraa Credits which can be redeemed on your future purchase.
- I was supposed to receive my refund by now but I haven’t. What do I do?
We update our customers through emails at every step of the returns process so please check for the last update from us in your email.
If the last update states that the refund has already been initiated please wait for the refund process to complete. Depending on the mode of refund, the time taken for the refund to reflect in your account can vary. If you haven’t received any update from us please write to us or give us a call.
