Refund and cancellation policy

Cancelling before dispatch

An order can be cancelled at no charge until it is dispatched.

If you ordered with an account, cancel it yourself from the order — Your account, Orders, Cancel order — until a courier pickup has been booked for it. A guest order, or one already booked with the courier, is cancelled by contacting us with the order number: support@madhuramay.com or +91 7569417778.

Orders are dispatched within two working days of being confirmed, so the sooner you ask, the more likely we can stop it.

The full amount, including any delivery charge, is refunded the way you paid: what you paid online goes back to the same card, UPI or bank account, and anything paid from your Madhuramay wallet goes back to your wallet.

Cancelling after dispatch

Once a parcel is with the courier we cannot recall it. You can refuse delivery at the door; a piece that is accepted and arrives undamaged cannot be returned afterwards.

If you refuse delivery, the order is refunded the way you paid once the parcel is back with us and has been checked.

Returns

We accept returns only for pieces that arrive damaged, reported within 3 days of delivery. Apart from the damage, the piece must be unworn, unwashed and unaltered, with its original tags.

If you ordered with an account, ask for one from the order — Your account, Orders, Return items — and tell us what is damaged. If you ordered as a guest, reply to your order email with your order number and photographs of the damage.

We will contact you with how to send the piece back. Please do not send anything until we do.

A return is only ever for damage, which is our fault: you pay no return postage, and any delivery charge you paid is refunded with the piece.

What cannot be returned

• A piece that arrived undamaged — including for size, fit, colour or a change of mind.
• Damage reported more than 3 days after delivery.
• Pieces that have been worn, washed, altered or had their tags removed.
• Blouse pieces that have been cut or stitched.
• Slight irregularity in a weave or print, small shade variation between pieces, and minor variation in measurement, none of which is damage.

If a piece is wrong or missing

Tell us within 3 days of delivery by contacting us with your order number: support@madhuramay.com or +91 7569417778. The return form is for damage, so please do not use it for this.

This is our error, so you pay nothing: we send what is missing, or tell you how to send the wrong piece back and send the right one, or refund it.

How a refund is paid

A refund for a return is issued once the returned piece has reached us and been checked.

A refund to a card, UPI or bank account can only go back to the one you paid with. We cannot send it anywhere else — a refund directed to a different account is how refund fraud works, and gateways do not permit it.

A cancelled order

Refunded the way you paid. What you paid online goes back to the same card, UPI or bank account through our payment gateway; anything paid from your Madhuramay wallet goes back to your wallet.

A return, ordered with an account

Refunded to your Madhuramay wallet, whether you paid online or from the wallet. It is shown in your account under Wallet and is spent at checkout on your next order. Wallet money is for use in this shop and is not paid out.

A return, ordered as a guest

A guest order has no wallet, so it is refunded to the same method through our payment gateway.

How long it takes

A refund to your Madhuramay wallet is there as soon as we process it.

A refund to a card, UPI or bank account is sent through the payment gateway when we process it. Banks usually take 5–7 working days to show it.

Exchanges

We do not exchange pieces. A damaged piece is refunded, and you can order it again or choose another — paying from your wallet if you like.

If something goes wrong

Contact support first: support@madhuramay.com or +91 7569417778.

If a refund or cancellation complaint is not resolved there, contact madhuramay3@gmail.com or +91 83747 84337. A grievance is acknowledged within 48 hours and resolved within one month, as the Consumer Protection (E-Commerce) Rules 2020 require.

Nothing in this policy limits the rights the Consumer Protection Act 2019 gives you.