Refund policy
Cancellation Policy
This policy explains how you can cancel an order or seek a refund for a product purchased from Mru Beauty through mrubeauty.co (the “Platform”).
Orders once placed cannot be cancelled. As orders are processed and communicated to our fulfilment team immediately on confirmation, we are unable to entertain cancellation requests after an order has been placed.
If you no longer wish to receive an order that is out for delivery, you may choose to refuse the shipment at your doorstep. Please note that shipping charges, if any, are non-refundable in such cases.
Damaged or Defective Products
In case you receive a damaged or defective item, please report it to our customer service team within 48 hours of delivery. Your request will be entertained once our team has checked and verified the issue at its own end.
Unboxing Video Requirement
A clear, continuous unboxing video without any cuts, edits or pauses is compulsory for all damage, defect and wrong-item claims. The video must begin before the parcel is opened and must clearly show the sealed package, the shipping label and the complete unboxing of the product. Claims submitted without a valid uncut unboxing video cannot be processed.
Wrong or Incorrect Product Received
If the product you receive is not as shown on the site, does not match the listing, or is not what you ordered, you must bring it to the notice of our customer service team within 48 hours of delivery. Our team will review your complaint, along with the unboxing video, and take an appropriate decision.
Return and Exchange Eligibility
Returns and exchanges are accepted only for products that are damaged, defective or incorrect, and only where the issue is reported within 48 hours of delivery as set out above. To be eligible:
- The item must be unused and in the same condition in which you received it
- The item must have its original packaging, seals, labels and any free items or accessories included
- A complete, uncut unboxing video must be provided
- Items purchased on sale or under a promotional offer may not be eligible for return or exchange
To raise a return or exchange request, email us at mru@mrubeauty.com quoting your order number and attaching the unboxing video and photographs of the issue.
Non-Returnable Items
Certain categories of products are exempt from returns, exchanges and refunds – including used, opened or tampered items, and items where the hygiene seal has been broken. Such categories will be identified to you at the time of purchase.
Refunds
Once your returned product is received and inspected by us, we will notify you by email about the receipt of the returned item. If your request is approved after our quality check, it will be processed in accordance with this policy.
Where a refund is approved, it will take 5 to 7 business days for the refund to be processed to you. Refunds are credited to the original payment method used at the time of purchase. The time taken for the amount to reflect in your account thereafter depends on your bank or payment provider.
Products Under Manufacturer Warranty
In case of complaints regarding products that come with a warranty from the manufacturer, please refer the issue directly to the manufacturer.
Contact Us
For any cancellation, return or refund query, please contact us:
- Email · mru@mrubeauty.com (please include your order number)
- Phone · 9535544544
- Website · mrubeauty.co
