Refund policy

 

 

Refund & Return Policy

At Masakali, we carefully source handcrafted products from artisans and partner makers across India. Each piece is checked before dispatch and, wherever applicable, is made or fulfilled specifically for your order.

Please read our policy carefully before placing your order.

FINAL SALE

All orders placed on Masakali are considered final sale.

We do not accept returns or exchanges for size, fit, colour preference, change of mind, or any other personal preference.

Since sizes are dispatched strictly according to the size selected by the customer while placing the order, size-related returns or exchanges are not accepted.

Damaged Products

We accept returns only in case the product is received damaged.

If your order arrives damaged, you must inform us within 24 hours of delivery.

To raise a damage claim, the following are mandatory:

  • A complete, continuous unboxing video showing the unopened package, shipping label and the product being unpacked.
  • Clear photographs of the damaged product and packaging.
  • The order number and details of the issue.

Claims without an unboxing video and supporting photographs may not be accepted.

Please do not discard the original packaging until your claim has been reviewed.

Return Process for Approved Damage Claims

Once we receive your claim, our team will review the photographs and unboxing video.

If the damage claim is approved:

  • We will facilitate the return pickup.
  • Return shipping charges will be borne by the customer.
  • The product must be returned in its original condition and packaging.
  • The returned product will be inspected before the refund is processed.

Masakali reserves the right to reject a claim if the product shows signs of use, washing, alteration, mishandling or damage caused after delivery.

Refunds

Once the returned product has been received and inspected, we will confirm whether the refund is approved.

For an approved refund, the applicable amount will be refunded to the original payment method used for the order.

Refund processing time may vary depending on the payment gateway or bank.

Shipping charges, where applicable, are non-refundable.

The refund time period for different modes of payments is provided below.

Available refund method

Refund Time-frame

Credit Card/ Debit Card

Up to 5 Working Days

UPI 

Up to 5 Working Days

Net Banking Account (Credited to Bank Account)

Up to 5 Working Days

 

Wrong Product Received

If you receive a product that is different from the product ordered, please contact us within 24 hours of delivery with:

  • A complete unboxing video
  • Clear photographs of the product received
  • Your order number

We will review the issue and provide the appropriate resolution after verification.

Products with Minor Variations

Our products are handcrafted and may have natural variations in colour, texture, weave, print or finish. These variations are part of the character and uniqueness of handmade products and are not considered defects.

Slight differences between product photographs and the actual product may also occur due to lighting, photography and screen settings.

 

Cancellation Policy:

We don't accept cancellations.

Once an order has been Placed ,processed, packed or dispatched, cancellation may not be possible.

For made-to-order, pre-order or specially sourced products, cancellation may not be possible once production or procurement has commenced.

Important

By placing an order with Masakali, you acknowledge and agree to the above Refund & Return Policy.

We are always happy to assist and will do our best to resolve genuine issues 

Feel free to contact us to resolve your queries at masakali.care@gmail.com or on our Instagram @masakali.india.