Returns and refunds policy
At mahlah we value your trust in us.
All products on Mahlah are eligible for for a free return or exchange within 7 days in the unfortunate scenario you receive a product with manufacturing defect.
If you receive a damaged or an incorrect product, please raise a request within 48 hours of delivery, we’ll also need a video of the unboxing and pictures of the damaged product to investigate about the discrepancy.
We want all our customers to have a great experience at Mahlah. In order for 7 days return and exchange policy to be sustainable and fair for all, we monitor return, replace and exchange requests and may deny if the request doesn’t have photos attached. We take policy abuse seriously.
7 Days return guarantee
All our products are eligible under the 7 day return guarantee
However, If you receive an incorrect or damaged product, please raise return request within 48hrs after delivery, you will be given a fresh replacement of the product. Please make sure the package is in original packaging, and in original condition it arrived in as per photos provided.
Your refund will be processed within 24 hours after the pickup is made.
Easy 7 days exchange policy
Selected products are eligible for exchange (except card cases and wallets which can only be returned)
If you are unsatisfied with the product you’ve received or it arrived damaged you can raise a exchange request.
We will arrange the pickup without causing you any hassles, and ship a new replacement after inspection of the product.
Return Process
Step 1: Request a return
You can raise a return request here
After you have raised a return request, you will receive a acknowledgement email.
Step 2: Approval
Once you have raised a return request, we will get in touch with you by the next working day. We may have questions and clarifications before we go ahead and approve return request.
Step 3: Return pickup
We will then arrange a pickup for your product. The pickup can take 2-4 days and will take the same time for the product to reach us as much it took to reach you. The tracking ID and further status update will be sent to you on whatsapp and email, so that you’re updated through every step of the way.
Step 4: Inspection
Once the product has reached us, we will need 24 hours to have the product inspected thoroughly and communicate with you a solution.
Step 5: Resolution
Based on the inspection status and the reason of return, we will approve your return request and ship out a new replacement and close your return request.
Refunds
You are eligible for refunds in specific cases if:
- You cancelled your order before it was shipped out.
- The returned product has manufacturing defect.
- You were sent a different product from what you ordered.
You are NOT eligible for refunds in specific cases if:
- You have made request after 7 days of refund or exchange policy.
- You or the recipient of the product mishandled the product.
- A wrong product was returned that was shipped to you.
- You backordered a product that was specifically made for you.
Cancellations
We get really sad when we see an order cancelled T-T
But we understand there may be many reasons why one would want to cancel an order placed on our website. Before cancelling please reach out to our customer loyalty team through either whatsapp or email to find out if we can resolve your issues without cancellation.
FAQs
Will I get a brand new item as a replacement?
Yes! Under our 7 day exchange policy, we will send you a brand new unit.
When will my replacement item be shipped?
As soon as the inspection is finished and the approval of return request has been completed, we will ship out a brand new replacement to you.