Refund policy

At Mard Sutra, we believe you'll love what you ordered — but if something doesn't go right, we’re here to help. Please review our return and replacement policy below to understand how we handle such cases.

1. Want to Cancel Your Order?

  • Orders cannot be cancelled once the AWB (Air Waybill) is generated or the order is shipped.

  • We recommend reaching out to us immediately after placing your order if you need to cancel it.

2. Order Already Shipped or In Transit?

  • Once your order is in transit, cancellation is no longer possible.

3. Received a Damaged Product?

We take great care in packaging your order to ensure it reaches you in perfect condition. However, in rare cases where the product is damaged during transit:

  • Please report the issue within 7 days of delivery.

  • Email us at support@mardsutra.in or WhatsApp us with clear photos/videos of the damaged product and your order details.

  • After verification, we’ll arrange a free replacement for you.

4. Received the Wrong Product?

In the rare event that you receive an incorrect item:

  • Kindly email us at support@mardsutra.in within 7 days of delivery with product photos and your order ID.

  • Upon verification, we’ll arrange a pickup and send the correct product to you.

5. What Is Returnable?

  • Currently, we do not offer refunds or returns for used or opened products due to hygiene concerns.

  • Items purchased during special discounts or from marketplaces (Amazon, Flipkart, etc.) are eligible for replacement only, not refund.

6. Refunds for Cancelled/Returned Orders (RTO Orders):

If your prepaid order is returned to us or cancelled before dispatch (and eligible for cancellation):

  • Refunds will be processed to your original payment method within 3–5 business days.

  • A convenience fee of ₹70 will be deducted from the refund amount.

  • Shipping charges are non-refundable.

7. Replacement Policy

Yes, we do offer replacements for:

  • Damaged products

  • Wrong item delivered

All claims must be raised within 7 days of receiving the order.

8. Didn’t Receive Your Order but It’s Marked as Delivered?

  • If your order shows as delivered but you haven’t received it, please contact us within 48 hours of the delivery confirmation.

  • Email: support@mardsutra.in

  • We will raise the issue with our courier partner and provide a Proof of Delivery (POD) within 72 hours of your request.

Contact Us

For any issues related to orders, replacements, or delivery:

📧 Email: support@mardsutra.in
📱 WhatsApp Support: [Your WhatsApp Number]
🕒 Business Hours: Mon–Sat | 10 AM – 6 PM