At Mor Pankh Luxe, your satisfaction is our priority. This policy explains when you are eligible for a refund or cancellation, how the process works, and how long it takes. Please read it together with our Return & Exchange Policy.
1. Refund Eligibility
You may be eligible for a refund if:
- You return an eligible item within 7 days of delivery, unused and in its original condition and packaging with all tags intact.
- You received a damaged, defective or incorrect product (reported within 48 hours of delivery with photographs).
- Your order was cancelled before dispatch.
- An item you paid for is out of stock and cannot be fulfilled.
2. Refund Process
- Raise a request by emailing morpankhluxe@gmail.com with your order number and reason.
- Our team will confirm eligibility and, where applicable, arrange a return pickup or share return instructions.
- Once we receive the item, it undergoes a quality check to confirm it meets the return conditions.
- After approval, your refund is initiated to your original payment method.
3. Refund Timeline
- Refunds are initiated within 2–3 business days of your return being received and approved.
- Once initiated, the amount typically reflects in your account within 5–7 business days, depending on your bank or payment provider.
- For cancelled prepaid orders (before dispatch), refunds are initiated within 2–3 business days of cancellation.
Refunds are always made to the original payment method used at the time of purchase. We do not process refunds via cash.
4. Damaged, Defective or Wrong Products
If your order arrives damaged, defective or you received the wrong item, please notify us within 48 hours of delivery with clear photographs of the product and packaging. In such cases we will offer, at your choice, a free replacement or a full refund including any applicable return shipping — at no extra cost to you.
5. Exchange Policy
Prefer a different design, colour or piece? You may request an exchange within the 7-day return window, subject to stock availability. Once we receive and inspect the original item, your replacement is dispatched. If the replacement is of higher value, the difference is payable; if lower, the difference is refunded. Full details are in our Return & Exchange Policy.
6. Cancellation Rules
- Before dispatch: You can cancel your order free of charge by contacting us with your order number. A full refund will be initiated for prepaid orders.
- After dispatch: Orders that have already shipped cannot be cancelled. You may refuse delivery or initiate a return after receiving the item, subject to our return policy.
- We reserve the right to cancel any order due to stock unavailability, pricing errors or suspected fraudulent activity, with a full refund where payment was made.
7. Non-Refundable Products
For hygiene, safety and made-to-order reasons, the following are generally non-refundable and non-returnable unless faulty or damaged on arrival:
- Pierced earrings and nose pins (for hygiene reasons), unless they arrive defective.
- Customised, personalised or made-to-order pieces.
- Items marked as “Final Sale”, “Clearance” or purchased under special non-returnable promotions.
- Products returned without original packaging, tags or in a used/worn/damaged condition.
- Free gifts and complimentary items.
8. Need Help?
Our support team is happy to assist you with any refund, cancellation or exchange query. Reach us at morpankhluxe@gmail.com or +91 70438 53881 during our working hours (Mon – Sat, 9 AM – 6 PM IST).