Overview
All of Mihaana
Personal and Skincare Products are ‘Non-returnable’. If you claim a leakage in
the product or if it was damaged during the delivery process, please send us an
email with the following details, within 24 hours of the delivery date. We will
issue a product exchange for any product that is returned in a saleable and
undamaged condition, in its original packaging and can be verified to be
damaged/faulty. Please allow one to three weeks from the day you return your
package, for your exchange request to be fully processed and closed.
Please write to
us within 24 hours of receiving the product that you would like to exchange or
refund at inquiries@mihaana.com with the following details:
· Complaint
Order Number
· Invoice
number
· Details
of your request or complaint
· Images
or videos to support the complaint with Batch details clearly visible as below,
without which we cannot process the request
o In
case the product is not sealed/ leakage/ broken products –clear images or video
of the non-sealed/ leaking/ broken products along with clear images or video of
spillage (if any), mono-carton and outer packaging images too. Please also send
images to show seal has been tampered with if that is the claim along with the
above.
o In
case the product received is empty or volume of the product is less or product
is missing in the package or a wrong product has been delivered- clear images
or video of the empty/ faulty/ product with less volume/ or product missing/ or
wrong product delivered along with clear images or video of spillage (if any
wherever applicable), mono-carton and outer packaging images too.
o In
case the internal packaging and the outer packaging received is very dirty-
clear images or video of the complete open package received along with clear
images or video of the mono-carton and outer packaging
o Mono
carton refers to the Mihaana Personal and Skincare Products box/packaging the
individual product comes in, while outer packaging refers to the larger box the
entire order is shipped in. Images of both are required to process claims.
Once all the
details are received, it would take our team 3 working days to revert on the
complaint/ query/ issue. In case an exchange is approved for your complaint,
you will be informed of the same with an authorization number, and a reverse
pick-up of the product will be arranged. In the case of a product refund, once
your request is approved the refund will reflect in your account within 10-15
days and you will be sent an email confirming the same.
All products to
be exchanged must be sent back to us packed in the same packaging as it was
received in and physically accompanied in the reverse pick-up by the original
receipt and a document that states the following:
· Address
of dispatch
· Name
& Address of the customer
· Order
number
· Contents
of the package
Please also email
this document and share an image of the reverse pick-up consignment (inside and
outside packaging) with our Customer Care representative who you have been in
touch with on email.
Once the package
is received by our warehouse team the exchange order will be processed within
24 hours. You will then be informed of the new consignment tracking details.
Please note
orders for Gift boxes are not applicable for exchange or refund here.
Mihaana Personal
and Skincare Products Online is not responsible for damage after delivery.
Product
Quality Related Complaints
In the case of a
product quality concern, please send us an email at inquiries@mihaana.com
within 7 days of the date of receipt of the product and with the following
details. We shall take 24 to 48 hours to review the email and revert back:
· Order
number
· Product
that is highlighted for quality issue
· Details
of your Request
· Images
or videos to support the complaint along with an image of the back label of the
product where the Batch details are clearly visible
In the case of a
quality issue highlighted our team will first connect you with an in-house Panel
within 2 working days. Depending on the nature of the complaint, the
conversation with our Panel and his or her analysis of the situation, our
customer team representative will then request to have the product sent back to
our factory for a quality assessment, the quality report will then be available
post 7 working days from receiving the product for quality check.
All products to
be shared for inspection must be physically accompanied in the reverse pick-up
by the original receipt and a document that states the following:
· Address
of dispatch
· Name
& Address of the customer
· Order
number
· Contents
of the package
Please also email
this document and share an image of the reverse pick-up consignment (inside and
outside packaging) with our Customer Care representative who you have been in
touch with on email.
If the product
passes the test and matches the complaint, we shall initiate return/exchange
process within 7 days of the consignment being received by our quality
inspection team. The overall quality inspection process starting from pick-up
to the final response would involve a time period of 3 weeks’ minimum.
Damages due to
neglect, improper usage or wrong application will not be covered under our
Exchange/Returns Policy. Exchange of product due to allergic/skin reactions is
not applicable. Exchange of product due to reasons including personal dislike
of the product; dislike of the fragrance; dislike of color that cannot be
backed by proof of quality issues with the product itself is not applicable
No cash refunds
are permitted.
Cancellation
Policy
If you wish to
cancel your order, you can do so by sending us an email on inquiries@mihaana.cm
within 24 hours of placing the order. You can also call our Customer Care on
+91 815 106 1221 (Timings: 9:00 am – 7 pm IST), within 24 hours of placing the
order. Once orders have been dispatched, they cannot be cancelled. In case of
cancellation of the order within the timeline, you will be charged 2.5% as
payment gateway charges and the balance will be refunded to the cardholder and
credited through the same payment instrument in 7-10 working days or as per the
Bank’s guidelines.
Shipping
Policy
Purchases are
shipped from our warehouse in multiple locations to ensure expedite delivery
with the right stock availability by courier.
As per safety
protocols while we are currently accepting online orders to ship within India
and worldwide, due to changing nature of the situation, we reserve the right to
pause deliveries to any country at any time if so warranted.
Order Deliveries
Will Be Made Between
· 10:00
AM – 5:00 PM Monday – Saturday. Excluding public holidays.
· Goods
will need to be signed for upon delivery. If you cannot be there to sign for
your delivery please suggest an alternative i.e. a family member, colleague,
neighbor, etc. However, the brand takes no responsibility for goods signed by
an alternative person.
· Certain
courier partners may request an OTP to complete delivery. This will need to be
provided for completion of delivery. OTP will be sent to the number inputted at
time of placing the order.
· Mihaana
Personal and Skincare Products is not responsible for damage after delivery.
· For
all claims for shortages or damages must be reported to customer service within
48 hours of the day of delivery.
· Shipping
and handling rates may vary based on product, packaging, size, volume, type and
other considerations. The shipping and handling charges are given at the time
of check out and consumers will know about this before making payments.
· The
brand will only be responsible for compliance with export and customs laws of
the country where the products are being shipped from. The consignee must
ensure compliance with import and customs laws of the country they are having
the products shipped to.
· The
number of products ordered by the customer may exceed the total number
permissible by their country for clearance upon arrival. In this regard, the
customer must consider these limits placed by their country while ordering
products from the brand.
· The
brand will fulfil all international orders from its end. However, the consignee
will be responsible for the entry of the products to the country they have
chosen to have the products shipped to and for compliance with all applicable
laws pertaining to the same, including without limitation, payment of Customs
Duty Charge / Import Duty / VAT / Other applicable government taxes/Convenience
charges, etc. on arrival in the destination country.
· In
the event and for any reason whatsoever, an order does not get cleared by
customs in the destination country, the brand may, at its sole and absolute
discretion, consider a refund of the customer’s order amount after deducting
the shipping costs, return duty charges and any other charges incurred by the
brand while processing the order and having the products shipped to the
customer.
· Please
confirm that your order and the products therein are in compliance with and the
delivery permissible under the laws of your country.