1. Important Notice for Personal-Use Products

Many products available on Mastiwala.in are personal-use, intimate-care, or hygiene-sensitive products.

For health, hygiene, and safety reasons, such products cannot normally be returned or exchanged after they have been:

– Opened
– Unsealed
– Used
– Tried or worn
– Washed or cleaned
– Altered or damaged
– Removed from their original protective packaging

This restriction does not apply where the product received is defective, damaged, incorrect, incomplete, materially different from its description, or otherwise eligible for a remedy under applicable law.

2. Eligible Return or Replacement Cases

A return, replacement, or refund request may be considered where:

– The product received is physically damaged
– The product has a manufacturing defect
– A different product was delivered
– The delivered size or variation is different from the one ordered
– One or more items are missing from the parcel
– The product is materially different from the description provided on the website
– The product is expired, where an expiry date applies
– The parcel appears to have been opened or materially tampered with before delivery
– The prepaid order was not delivered
– Another remedy is required under applicable consumer law

Each request will be reviewed on the basis of the order details, product condition, evidence provided, and applicable law.

3. Non-Returnable Cases

A return, replacement, or refund will normally not be available where:

– The customer changed their mind after delivery
– The product is no longer required
– The customer ordered the wrong product, size, or variation
– The product does not meet a customer’s personal preference or expectation
– The product has been opened, unsealed, used, tried, worn, washed, or cleaned
– The original packaging, label, accessories, instructions, or invoice is missing
– The product has been damaged after delivery because of misuse, improper handling, incorrect cleaning, negligence, or storage
– The product was used contrary to the provided instructions or warnings
– The customer reports an issue after an unreasonable delay
– The product was purchased from another website, seller, marketplace, or unauthorised source
– The customer is unable to provide sufficient order or delivery details for verification
– Minor differences are caused by screen settings, photography, packaging updates, or normal manufacturing variation
– A personal-use product does not provide a particular individual result

Personal experience, comfort, fit, or results may vary between customers. Such individual variation does not automatically mean that a product is defective.

Nothing in this section limits any mandatory consumer right available under applicable law.

4. Time Limit for Reporting an Issue

For products received in a damaged, incorrect, incomplete, tampered, or visibly defective condition, the customer should contact us within:

48 hours from the recorded delivery time.

For a manufacturing defect that could not reasonably be identified immediately, the customer should contact us as soon as the issue is discovered and no later than:

7 calendar days from delivery.

A delayed request may be rejected where the delay makes it difficult to verify whether the issue existed at the time of delivery.

This reporting period does not remove any mandatory right available to a customer under applicable law.

5. How to Submit a Request

To request a return, replacement, or refund, contact our customer support team using the official contact details published on Mastiwala.in.

Customer Support Email:
[Enter Official Customer Support Email]

The email should include:

– Customer’s full name
– Order number
– Registered mobile number
– Registered email address, where applicable
– Product name
– Delivery date
– Clear description of the issue
– Photographs of the outer parcel
– Photograph of the shipping label
– Photographs of the product received
– Complete unboxing video, where available
– Any other relevant supporting information

Please mention the order number in the email subject line.

Incomplete requests may require additional verification before they can be reviewed.

6. Unboxing Video

Customers are strongly advised to record a clear and continuous unboxing video when opening the parcel.

The video should show:

– The sealed outer parcel before opening
– The shipping label
– All visible sides of the parcel
– The complete opening process
– The product and accessories received
– Any damage, shortage, or incorrect item

An unboxing video can help us investigate claims relating to a damaged, missing, incorrect, or incomplete product.

Failure to provide an unboxing video will not automatically remove any mandatory legal right, but it may make verification more difficult where the available evidence is insufficient.

7. Product Condition

Where a return is approved, the product must generally be returned:

– In its original condition
– Unused and unwashed
– With the original box or packaging
– With labels, manuals, accessories, and complimentary items
– Without additional damage or alteration
– Securely packed for return transportation

A hygiene-sensitive product that has been opened or used may not be accepted for return unless the reported defect could only reasonably be identified after opening or unless applicable law requires another remedy.

8. Review and Approval

Submitting a request does not automatically mean that the return, replacement, or refund has been approved.

After receiving the request, Mastiwala.in may:

– Verify the order and payment details
– Review photographs or videos
– Request additional information
– Contact the courier or fulfilment partner
– Arrange product pickup
– Request the product to be sent to an authorised return address
– Inspect the returned product
– Offer a replacement, refund, partial refund, repair, or another lawful resolution

The available remedy will depend on the nature of the issue, product condition, stock availability, evidence, and applicable law.

9. Do Not Return Without Approval

Customers must not return a product to our registered business address or any other address without receiving prior written approval and return instructions.

After approval, the customer will be provided with:

– Return authorisation
– Pickup information, where available
– Authorised return address
– Packaging instructions
– Other applicable directions

Unauthorised parcels may be refused or may not be processed.

10. Return Pickup

Where the request is approved because of an error attributable to Mastiwala.in, BigVed Company, the fulfilment partner, or the courier, we may arrange a return pickup where courier service is available.

Pickup availability depends on:

– Customer location
– Courier serviceability
– Parcel size
– Product type
– Operational conditions

Where reverse pickup is unavailable, the customer may be asked to send the product through a traceable courier method.

Approved reasonable return-shipping expenses may be reimbursed where the return is caused by a verified defect, damage, incorrect item, or another issue attributable to us.

Customers should not send a return using an expensive or premium courier service without prior written approval.

11. Replacement

Where a replacement is approved, it will normally be dispatched after:

– The returned product is received and verified; or
– The claim is otherwise approved through available evidence

Replacement is subject to product availability.

Where the same product or variation is unavailable, the customer may be offered:

– A different available variation with consent
– Store credit with consent
– A refund
– Another appropriate remedy

A materially different replacement will not be sent without the customer’s consent.

12. Refund Eligibility

A refund may be approved where:

– The eligible product cannot be replaced
– The replacement product is unavailable
– A prepaid order is cancelled before dispatch
– A prepaid order is lost during transportation
– A prepaid order cannot be delivered and is returned to us
– A verified damaged, defective, missing, or incorrect order cannot otherwise be resolved
– A refund is required under applicable law

Refund eligibility will be determined after reasonable verification.

13. Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase.

Depending on the original payment method, the refund may be processed to:

– UPI account
– Debit or credit card
– Net-banking account
– Payment wallet
– Original payment gateway
– Customer’s verified bank account for eligible Cash on Delivery refunds

For Cash on Delivery refunds, the customer may be asked to provide limited bank or UPI details required to process the refund.

Mastiwala.in will never ask for a UPI PIN, banking password, card PIN, OTP, or internet-banking password.

14. Refund Processing Time

Once a refund is approved, Mastiwala.in will normally initiate it within:

7 business days.

After initiation, the amount may take additional time to appear in the customer’s account depending on the bank, card issuer, UPI provider, payment gateway, or financial institution.

The customer may be provided with a refund reference number where available.

Processing time controlled by a bank or payment service provider is outside our direct control.

15. Shipping Charges

Where a return is approved because the product is damaged, defective, incorrect, incomplete, or materially different from its description, eligible standard shipping charges may also be refunded where applicable.

Original shipping charges may not be refundable where:

– The order was correctly delivered
– The customer refused delivery without a valid reason
– The delivery failed because of an incorrect or incomplete address
– The customer was repeatedly unavailable
– The return is not caused by an error attributable to us
– The amount is lawfully non-refundable and was clearly disclosed before purchase

Any deduction will be made only where permitted by applicable law and this policy.

16. Cash on Delivery Orders

For an eligible Cash on Delivery refund, the customer may be asked to provide:

– Account holder’s name
– Bank account number
– IFSC code
– Verified UPI ID
– Cancelled cheque or other verification, where reasonably required

The customer must ensure that the provided information is correct.

Refunds cannot be processed in cash through a courier delivery representative.

17. Promotional Offers and Discounted Orders

Products purchased during a sale, promotional campaign, bundle offer, or discount remain eligible for a remedy where they are damaged, defective, incorrect, incomplete, or materially different from their description.

Where a discount was applied to the entire order, any approved refund may be calculated according to the actual amount paid for the affected product after proportionate discount adjustment.

Free promotional products may also need to be returned where the main product is returned and a full-order refund is approved.

18. Bundles and Multiple-Item Orders

Where products were sold as a set, kit, bundle, or combined offer, all included products may need to be returned together to receive a full refund.

Where only one product in a multi-item order is affected, a replacement, proportionate refund, or another appropriate remedy may be offered for the affected item.

19. Product Inspection

A returned product may be inspected to verify:

– The reported issue
– Product identity
– Serial number or batch information, where applicable
– Usage or alteration
– Missing components
– Physical damage
– Original packaging and accessories
– Whether the defect existed before or after delivery

Where the inspection shows that the product was damaged after delivery through misuse, improper cleaning, unauthorised alteration, negligence, or failure to follow instructions, the request may be rejected.

20. Refused or Undelivered Orders

For prepaid orders returned because the customer:

– Refused delivery without a valid reason
– Provided an incorrect or incomplete address
– Remained unavailable after delivery attempts
– Failed to respond to courier communication

Any approved refund may be processed after the parcel is received back and verified.

Reasonable forward and return shipping expenses may be deducted where legally permitted and clearly applicable.

Cash on Delivery orders that are refused or remain undelivered are not eligible for a refund because no purchase amount was collected.

Repeated refusal of confirmed Cash on Delivery orders may result in restrictions on future orders.

21. Order Cancellation

Cancellation before dispatch is governed by our separate Cancellation Policy.

Where a prepaid order is validly cancelled before dispatch, the eligible amount will be refunded according to the original payment method and applicable cancellation terms.

Mastiwala.in will not impose a cancellation charge on a customer unless a similar charge is also borne by the business when cancelling an order unilaterally, where applicable under law.

22. Chargebacks and Payment Disputes

Customers should contact Mastiwala.in before raising a payment chargeback so that the matter can be investigated and resolved.

Submitting false, duplicate, misleading, or fraudulent chargeback claims may lead to:

– Rejection of the claim
– Restriction of the customer account
– Cancellation of pending orders
– Recovery action
– Reporting to relevant payment or legal authorities

Nothing in this section prevents a customer from using a lawful payment-dispute or consumer-redressal process.

23. Fraudulent Claims

Mastiwala.in reserves the right to investigate and reject requests involving:

– False damage claims
– Product substitution
– Edited or misleading evidence
– Repeated suspicious claims
– Returned products different from those delivered
– Missing accessories caused after delivery
– Intentional damage
– Abuse of the return or refund process

Appropriate legal action may be taken in cases of suspected fraud, subject to applicable law.

24. Customer Responsibilities

Customers are responsible for:

– Reading the product description before purchase
– Selecting the correct product, size, and variation
– Providing accurate delivery information
– Inspecting the parcel promptly
– Following usage, cleaning, and storage instructions
– Reporting eligible issues within the stated timeframe
– Preserving the product, packaging, invoice, and evidence
– Returning an approved product according to the provided instructions

25. Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or override any non-waivable consumer right available under Indian law.

Where any part of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

26. Grievance Redressal

If a return, replacement, or refund concern is not resolved through regular customer support, the customer may contact the Grievance Officer using the details available on our Contact Us page.

The complaint should include:

– Customer name
– Order number
– Registered contact details
– Previous support communication
– Complete description of the complaint
– Supporting photographs, videos, and documents

27. Policy Updates

BigVed Company may update this Return and Refund Policy to reflect changes in business operations, products, courier arrangements, payment processes, or legal requirements.

The revised policy will be published on Mastiwala.in with an updated “Last Updated” date.

The policy applicable to an order will generally be the version displayed at the time of purchase, subject to applicable law.

28. Contact Information

For return, replacement, or refund requests, contact:

Website: www.mastiwala.in
Website and Brand Name: Mastiwala.in

Customer Support Email: mastiwalamart@gmail.com

Please do not send any product to the registered business address without receiving prior written return approval.

Thank you for shopping with Mastiwala.in