Refund policy

Return Policy

We have a customer-friendly 3-day return and exchange policy.

We take responsibility for refunding your payment in case any unlikely event occurs or you do not receive the ordered products. To initiate a return or exchange, please email us at hello@masakali.com or WhatsApp at 8989-077-077 mentioning your Order ID.

We will personally ensure that a brand-new replacement is issued to you at no additional cost.

Please note-

  1. When you receive Masakali.com package, record a video of unboxing so if there is any problem with the product e.g., damaged product/product is missing in the box / received wrong product and submit it with the return/exchange claim. Then it will be easy for us to assist at the time you raise return / exchange request.
  2. Gift box will not be eligible for return / exchange. You can return/exchange the jewellery.
  3. If an order is returned, the accompanying free gift must also be returned.
  4. If a customer fails to hand over the product at the time of pickup for return or exchange, they are to self-ship the product.
  5. The return packages should be strongly and adequately packaged so that there is no damage of items during transit.

If you have ordered more than two products and wish to return partial order, the refund amount will be calculated basis applicable discount on non-return products in the order.

In case due to certain circumstances after raising the return request within 72 hours you are unable to return the shipment within the time frame no refund would be made. Only credit note would be given.

When you return the product to the courier guy, it is mandatory to take a receipt ( physical or through message). In case of lost shipment we will need the proof of return by you.

Apart from condition reserved herein above, the following products shall not be eligible for return or replacement, viz:

  1. Any product that exhibits physical damage to the product.
  2. If the Return or Exchange is requested after 72 hours of receiving the shipment.
  3. If the product is made to order by the customer.

For special offers like Buy 1 Get 1 free & Buy 2 Get 2 free, if you wish to return the order, you have to return the entire order. Partial order can only be exchanged.

Note: if you claim for the missing product in your order, It is important to have an unboxing video.

Without this, we won’t be able to take any action on the issue !!

Exchange Policy: 

  1. You have to raise an exchange request within 3 days of receiving the product. Once we have it with us, we will ship the replacement product to you within 2-4 working days. Please note Masakali.com will arrange for the pick up from your door step.
  2. Exchange would not be accepted if the product was customized for you.
  3. If you want to exchange the product you ordered for another product of a higher amount, we would give you a coupon code for the amount of the product you returned. You can use this code while placing the order and pay the balance amount on your next purchase.
  4. If you want to exchange your product with another product of lower amount, we would ship the product as soon as we receive it and the balance would be given in the form of a credit note.
  5. Return or exchange of the exchanged product is not possible.
  6. No discount will be given on exchange orders.

Refunds

Refund would be processed within 3-5 days after the product is received back to our warehouse. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 10 business days have passed since we’ve approved your return, please contact us at hello@masakali.com.