Cancellation Policy

 

Cancellation before shipment:

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on support@velymonkeys.com.

In such cases, the order will be canceled and the refund will be initiated within 24-48 business hours after the cancellation request. 

 

Cancellation post shipment:

If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on support@velymonkeys.com.

In case you have canceled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.


Option 1: Customer refused to accept the order; refund will be initiated after RTO is Marked. * RTO is Return to origin

Option 2: Customer accepts the order and wants to return for any reason; Macaron will arrange for reverse pickup and Refund will be initiated after the RTO parcel is received back to Maccaron.  * RTO is Return to origin

 

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5-7 additional business days for the amount to reflect in your account. (Depending on the Bank)

For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 5-7 business days for the amount to reflect in your account.

In addition, we also provide the hassle-free option of refund through Maccaron points, which can be used during future purchases and holds validity of the entire 1 year.

What if I used discount vouchers or loyalty points during the time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

 

Returns, Replacements and Refunds

 

How do I return an item purchased on Maccaron?

Maccaron offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order. Disclaimer - Returns are acceptable only if the product is damaged or expired in transit.

Step 1: Contact our Customer Support team via email (support@velymonkeys.com) within 5 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image/video of the product and the invoice for our reference.

Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

 

Which are the items that cannot be returned/exchanged?

 

Returns will not be accepted under the following conditions:

Product is damaged due to misuse/overuse

Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged

Serial Number has tampered

Defective products that are covered under Seller/Manufacturer’s warranty

Product is used or altered

If request is initiated after 5 business days of order delivery

Free product provided by brand

 

Categories not eligible for Return:

Personal care appliances and beauty tools cannot be returned due to hygiene issues

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

 

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse or Seller’s warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

Step 1: Contact our Customer Support team via email (support@velymonkeys.com) within 5 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image/video of the product and the invoice for our reference.

Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

 

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

 

Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, 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.

 

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5-7  additional business days for the amount to reflect in your account.

For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 5-7 business days for the amount to reflect in your account.

In addition, we also provide the hassle-free option of refund through Maccaron points, which can be used during future purchases and holds validity of the entire 1 year.




 

last updated: 8th Aug 2020