1. Order Cancellation

1.1 Cancellation by Customer

You may cancel your order under the following circumstances:

• Before Order Processing: Orders can be cancelled free of charge before they are processed or dispatched from our store
• After Order Processing: Once an order has been processed or dispatched, cancellation may not be possible. Please contact us immediately
• During Delivery: You may refuse delivery at the time of receipt if you wish to cancel the order

1.2 How to Cancel

To cancel an order, please contact us immediately:

• Call us at +91 9920384932
• Send a WhatsApp message
• Email us at contact@mahibookstore.shop

Please provide your order details and reason for cancellation.

1.3 Cancellation by MAHI DEPARTMENTAL STORE

We reserve the right to cancel any order in the following situations:

• Product unavailability or out of stock
• Pricing or product information errors
• Payment issues or suspected fraud
• Delivery address is out of our service area
• Force majeure events

In such cases, we will notify you immediately and process a full refund if payment has been made.

2. Return Policy

2.1 Eligibility for Returns

Products may be returned under the following conditions:

• Damaged or defective products
• Wrong product delivered
• Expired or near-expiry products (for packaged goods)
• Products not matching the description

2.2 Time Frame for Returns

• Immediate Issues: Must be reported at the time of delivery or within 24 hours of receipt
• Defective Products: Within 48 hours of delivery
• Quality Issues: Within 24 hours of delivery

2.3 Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Fresh produce (vegetables, fruits) unless visibly damaged or rotten
• Dairy products (unless defective or expired)
• Personal care items (once opened)
• Products without original packaging
• Items that have been used or consumed

2.4 Return Conditions

To be eligible for a return, products must:

• Be in original condition and packaging
• Include all accessories and free items (if any)
• Have valid proof of purchase
• Not be damaged due to misuse

3. Exchange Policy

3.1 Product Exchange

We offer product exchanges in the following cases:

• Damaged or defective products
• Wrong product delivered
• Size or variant issues (where applicable)

3.2 Exchange Process

1. Contact us within the specified time frame
2. Provide order details and reason for exchange
3. Return the product in its original condition
4. Receive the replacement product

3.3 Exchange Time Frame

Exchanges must be requested within 48 hours of delivery. We will process the exchange as quickly as possible, subject to product availability.

4. Refund Policy

4.1 Eligibility for Refunds

You are eligible for a refund if:

• Your order is cancelled before dispatch
• We cancel your order due to unavailability or other reasons
• You receive damaged, defective, or wrong products
• The product does not meet quality standards
• Delivery was not made within a reasonable time

4.2 Refund Process

1. Contact our customer service with your refund request
2. Provide order details and reason for refund
3. Return the product (if applicable)
4. Refund will be processed after verification

4.3 Refund Methods

Refunds will be processed through the following methods:

• Cash Payments: Cash refund at store or via home delivery staff
• UPI/Digital Payments: Refund to the same UPI ID or payment method used
• Card Payments: Refund to the original card used for payment
• Store Credit: Option for store credit for future purchases

4.4 Refund Timeline

• Cash Refunds: Within 24-48 hours of approval
• Digital Refunds: Within 5-7 business days of approval
• Bank Refunds: Within 7-10 business days (depending on your bank)

Please note that refund timelines may vary depending on your payment method and financial institution.

4.5 Refund Amount

• Full refund for cancelled orders (before dispatch)
• Full refund for defective/damaged/wrong products
• Delivery charges may be refunded if the issue was our fault
• Partial refunds may be provided for specific circumstances

5. Damaged or Defective Products

5.1 Inspection at Delivery

We strongly recommend inspecting products at the time of delivery. If you notice any damage or defects:

• Inform the delivery person immediately
• Take photos of the damaged products and packaging
• Refuse to accept the damaged items
• Contact our customer service immediately

5.2 Post-Delivery Issues

If you discover damage or defects after delivery:

• Contact us within 24 hours
• Provide clear photos of the product and packaging
• Keep the product in its original condition
• We will arrange for pickup and replacement or refund

6. Wrong Product Delivered

If you receive a product different from what you ordered:

• Contact us immediately at +91 9920384932
• Provide your order details and photos of the received product
• We will arrange for pickup of the wrong product
• Correct product will be delivered at no extra charge, or
• Full refund will be processed if you prefer

7. Quality Issues

7.1 Packaged Products

For packaged products with quality issues (damaged packaging, expired products, etc.):

• Report within 24 hours of delivery
• Provide photos as proof
• Return the product in its original packaging
• Exchange or full refund will be provided

7.2 Fresh Products

For fresh produce (vegetables, fruits, dairy):

• Issues must be reported immediately at delivery or within 2 hours
• Provide clear photos showing the quality issue
• Partial or full refund/exchange based on the situation

8. Delivery Issues

8.1 Non-Delivery

If your order is not delivered:

• Contact us immediately
• We will track your order and resolve the issue
• Full refund will be provided if delivery cannot be completed

8.2 Delayed Delivery

While we strive for timely delivery, delays may occur due to unforeseen circumstances. If your delivery is significantly delayed, please contact us for updates or to cancel the order.

9. How to Request Returns/Refunds

Step-by-Step Process:

1. Contact Us: Reach out via phone (+91 9920384932), WhatsApp, or email
2. Provide Details: Share your order number, product details, and reason for return/refund
3. Documentation: Send photos if required for damaged/defective items
4. Approval: We will review your request and provide approval
5. Return: Arrange for product return (if applicable)
6. Processing: Refund or exchange will be processed after verification
7. Confirmation: You will receive confirmation once completed

10. Store Credit

As an alternative to refunds, we offer store credit which can be used for future purchases:

• Store credit has no expiry date
• Can be used for any product in our store
• Cannot be exchanged for cash
• Transferable to family members

11. Exceptions

This policy does not cover:

• Products damaged due to customer mishandling or misuse
• Products that have been altered or modified
• Returns requested beyond the specified time frame
• Products without valid proof of purchase
• Natural deterioration of fresh products after the reasonable period

12. Force Majeure

MAHI DEPARTMENTAL STORE shall not be liable for any failure to perform its obligations due to circumstances beyond reasonable control, including but not limited to natural disasters, strikes, riots, government actions, or pandemics.

13. Customer Responsibilities

To ensure smooth processing of returns and refunds:

• Inspect products carefully upon delivery
• Report issues within the specified time frames
• Maintain products in returnable condition
• Keep proof of purchase
• Provide accurate information
• Cooperate with our verification process

14. Contact Us

For any questions or to process a return, exchange, or refund, please contact us:

Our customer service team is available from 8:00 AM to 10:00 PM, 7 days a week.

15. Policy Updates

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be posted on our website with an updated revision date. Continued use of our services after changes constitutes acceptance of the modified policy.

16. Final Note

At MAHI DEPARTMENTAL STORE, we value your trust and satisfaction. While this policy outlines our standard procedures, we always strive to resolve issues in a fair and customer-friendly manner. Please don't hesitate to contact us with any concerns.