1. Eligible issues and reporting
Our standard returns process covers empty parcels, missing items, wrong products, and products that arrive damaged or defective. Contact support within 3 days of delivery with your order number, registered mobile number, a description of the issue, photos, and your unboxing video. This standard reporting window does not limit remedies or timelines required by applicable law.
Keep the outer parcel, shipping label, invoice, box, tags, pouch, accessories, and product. Do not use, alter, or repair a disputed item before our review. Follow the return instructions provided by support rather than sending a parcel without approval.
2. Record every parcel being opened
Before opening each delivered parcel, record one clear, continuous, unedited video. Show the sealed parcel, shipping label, all sides and seals, the opening of the package, every item and accessory, and any empty space, missing item, wrong product, or visible damage. Keep everything in view and retain the original recording until the issue is resolved.
An unboxing video is required evidence for our standard empty-parcel, missing-item, and wrong-product approval process. Without it, we may be unable to verify the claim and may decline approval under that process. If no video is available, contact support with other evidence so we can assess the facts; lack of a video does not automatically remove remedies required by consumer law.
3. Replacement and unavailable products
After verifying an eligible claim, we normally arrange a replacement of the affected product, subject to stock availability, inspection where applicable, and the customer's statutory rights. Support will explain any collection or return instructions and delivery arrangements before the replacement is processed.
If a replacement is unavailable, we may offer credit for the approved affected-product amount to your Mamon Creations customer account for a future purchase, with your agreement. Store credit is not a bank-account payment. Before you agree, support will confirm the amount and usage conditions. Replacement credit has no expiry and can be used towards the order total. It must not be represented as a referral bonus or automatically subjected to promotional bonus restrictions.
We do not impose store credit instead of a refund where a refund is required by law. In those cases, or where otherwise agreed, an approved refund is processed through the original payment method or another lawful agreed method within a reasonable period. Support will provide the applicable processing timeline.
4. Claims that may be declined
Our voluntary returns process does not cover change of mind, a size or product incorrectly selected by the customer, damage caused after delivery, or an item used or altered by the customer. Minor screen or lighting differences are not ordinarily defects, but materially incorrect or misleading product descriptions remain subject to review and applicable law.
Incomplete, edited, unrelated, or fabricated evidence may lead to further checks or rejection. Decisions are based on available evidence and applicable law, rather than an automatic exclusion of a valid consumer complaint.
5. Submit a claim or ask for a review
Email contact@mamoncreations.in or use order support in the app or website. Include the order number and supporting evidence. If you disagree with the outcome, ask support to review the decision. This policy does not limit your rights under applicable consumer law.