Refund & Return Policy

Every product dispatched from our facility in Surat undergoes quality testing. We provide lab test reports and Safety Data Sheets (SDS) with our shipments. If a product does not meet the specifications confirmed at the time of order, we will make it right — through replacement or refund — as described in this policy.

Returns and claims are accepted only under the following circumstances:

• Wrong product delivered — Product received does not match the ordered item/shade/grade
• Defective or substandard quality — Product fails to meet agreed specifications and this is verifiable
• Damaged in transit — Product received with physical damage due to shipping (photographic evidence required)
• Short shipment — Quantity received is less than the quantity invoiced

The following products and situations are not eligible for return or refund:

• Custom or specialty formulations manufactured to buyer's specifications
• Products that have been opened, used, mixed, or altered after delivery
• Products where the original packaging has been damaged by the buyer
• Dye products where shade variation falls within the industry-standard tolerance of ±5%
• Claims raised after 48 hours from the time of delivery
• Returns due to buyer's change of mind or ordering error after dispatch

To raise a return or refund claim, follow these steps:

• Step 1: Report the issue within 48 hours of delivery via WhatsApp or email
• Step 2: Provide your order number, invoice number, and a clear description of the issue
• Step 3: Submit photographic/video evidence of the defective or damaged product and its packaging
• Step 4: Our quality team will review the claim within 2–3 business days
• Step 5: Upon approval, we will arrange pickup of the goods (at our cost) and process replacement or refund

Claims that do not include adequate evidence or are raised outside the 48-hour window may not be processed.

Upon approval of a valid claim, we offer the following resolution options:

• Replacement (preferred): A fresh, quality-checked batch of the same product will be dispatched at no additional cost, within 3–5 business days
• Credit Note: A credit equivalent to the invoice value of the returned goods, applicable against future orders
• Refund: A full or partial refund to the original payment method, processed within 7–10 business days after the returned goods are received and inspected at our facility

The resolution method is at our discretion based on the nature of the claim, unless otherwise mutually agreed.

For approved returns, we will arrange pickup of the goods from the Buyer's location at our expense. The Buyer must ensure the goods are re-packed securely in their original or equivalent packaging before pickup. Goods that are returned without prior approval or that arrive damaged due to improper re-packing may not be eligible for refund.

Orders may be cancelled before dispatch without penalty. For orders already dispatched:

• Cancellation is not possible once goods have been handed to the carrier
• If the buyer refuses delivery at the destination, return freight charges will be deducted from any refund
• Custom formulation orders cannot be cancelled once production has commenced

If you are dissatisfied with the outcome of a claim, please escalate to our management team by emailing newmahalaxmienterprise08@gmail.com with the subject line "Escalation – [Order Number]". We are committed to resolving all disputes fairly and promptly. Unresolved disputes shall be subject to arbitration as per the provisions in our Terms & Conditions.

To raise a claim or return request, contact us immediately:
WhatsApp: +91 93746 22508
Email: newmahalaxmienterprise08@gmail.com
Phone: +91 93746 22508 / +91 79849 91103
Business Hours: Monday – Saturday, 9 AM – 6 PM IST