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10-Day Return & Refund Policy
At Mavenoak Express, customer satisfaction is our top priority. We aim to offer a smooth and hassle-free shopping experience. If for any reason you’re not completely happy with your order, we’re here to ensure that your concerns are addressed swiftly and professionally.
Return Window
You have 10 calendar days from the date of delivery to request a return. This window gives you ample time to inspect your product and decide whether it meets your expectations.
- Late requests may not be accepted, so we encourage customers to initiate return procedures as soon as possible.
- Ensure the item remains unused and is stored in a safe, damage-free environment until returned.
Eligibility for Returns
To be eligible for a return:
- The item must be unused, unworn, and in the same condition as when you received it.
- It must be in the original packaging with all tags, accessories, and manuals included.
- Certain items may not be returnable (e.g., perishable goods, personal care items, digital downloads, or customised products).
Note: Returns must be initiated via your account under “Orders” or by contacting our customer support team.
Non-Returnable Items
- Gift cards- These are non-refundable for cash and cannot be returned.
- Downloadable software or digital products- Once purchased and accessed, these are non-returnable.
- Personalised/custom-made items- Items specially designed or altered based on your specifications cannot be accepted for return.
- Items marked as “Final Sale” or “Non-Returnable” – These items are sold as-is and are not eligible for return under any circumstances.
How to Return a Product
You can return products within the return period mentioned on the product page. Just follow these simple steps:
- Go to ‘My Orders’ on your account and select the item you want to return.
- Create a return request and follow the instructions provided.
- A Return ID will be generated once your request is submitted.
- If your order includes multiple items, you can return them individually.
- Once the request is placed, our team will review it and process it as per our return policy.
- If pickup is scheduled, ensure the product is in its original packaging, unused, with tags and warranty card (if any).
- Our delivery partner may do a quick quality check during pickup. If the product doesn’t meet return conditions, the return may be declined.
- Returns are picked up from the original delivery address only.
- Once we receive the item, we’ll do a final quality check. If it passes, a refund will be issued. If not, the product will be sent back to you.
Exchange Policy
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at support@mavenoakexpress.com.
You can check whether the product is exchangeable or not after the product has been delivered on the order details page in the ‘My Orders’ section. If the product can be exchanged, you may exchange the product, subject to applicable policies.
Eligibility of a product for exchange is subject to various aspects, including but not limited to stock availability, address being serviceable, seller rating, catalogue quality metric, and such other aspects at the sole discretion of the Platform. Further, the eligibility of the product to be exchanged will depend upon the reason for exchange provided by the customer. The product will not be eligible for exchange if the reason for exchange is either of: (a) the customer is not interested in the product, or (b) quality issues with the product.
Further, Mavenoak Express will not be accepting any exchanges if: (a) the product which is being exchanged is not the same product that was purchased originally, (b) you have not followed the process of initiating returns as provided in this Policy and in other communications to You, (c) in a bad faith or fraudulent manner. Further, in the event of any Abuse of Platform Policies, Mavenoak Express shall, at its sole discretion, not fulfil any exchange initiated by You.
The exchange request must be raised within the return window period specified on the product detail page.
In exchange, if the cost of the new product is more than the original product delivered, you will have to pay the difference in amount, and if the cost of the new product is less than the original product delivered, the difference in amount will be refunded. In the event that Mavenoak Express or the seller is not able to meet the exchange requested by You due to non availability of the product, the exchange request will be converted to a return request by Mavenoak Express, at the sole discretion of Mavenoak Express and such a return will be subject to the terms and conditions of this policy.
Further, once a product has been exchanged, there cannot be any more exchanges on the same order.
How to Exchange a Product
You can exchange a product within the exchange period shown on the product page, as long as it’s eligible under our policy. Please note that exchanges are only allowed for the same product, not a different item.
Follow these steps to exchange a product:
- Go to ‘My Orders’ and check if the Exchange option is available for your item.
- If eligible, create an exchange request and follow the on-screen instructions.
- You can request exchanges for individual items in a multi-item order.
- Once the request is placed, an Exchange ID will be generated.
- Keep the product ready in its original packaging with all tags, accessories, and warranty card (if any).
- At pickup, our delivery partner may do a quality check. If the product doesn’t meet the criteria, the exchange may be declined.
- The replacement item will be delivered either at the same time or separately, based on availability and logistics.
- Exchange pickups are made only from the original delivery address.
Refunds
Once your return is received and inspected:
- We’ll notify you of the approval or rejection of your refund.
- If approved, your refund will be processed within 5–10 business days to your original payment method.
- Shipping fees (if any) are non-refundable, unless the item was defective or sent in error.
Return Shipping
- If the return is due to seller error or a defective product, return shipping is free.
- For other reasons, you are responsible for return shipping costs.
Marketplace Sellers
For items sold by third-party sellers on our platform:
- The return process may vary slightly.
- Each seller’s return policy is available on the product page.
- If the seller does not respond or resolve the issue, we’ll step in under our Marketplace Guarantee.
Need Help?
Our dedicated Customer Support Team is here to assist you every step of the way. Whether you need help with a return, exchange, or any other concern, we’re just a message away.
📧 Email us at: contact@mavenoakexpress.in
📞 Call us at: [+91 9124561097]
🕒 Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
