Refund policy

Last updated: 21 March 2026

Something not right with your order? Here is how returns, refunds, and exchanges work at Macmerise.

What Can Be Returned?

You can return most products within 15 days of delivery, provided they meet the following conditions:

  • The product is unused and in its original condition
  • The product is in its original packaging with all tags and labels intact
  • The product has not been altered, washed, or damaged after delivery

What Cannot Be Returned?

The following products are non-returnable:

  • AI Customized products — Designs created through our AI Customizer are one-of-a-kind and made to order. These cannot be returned or exchanged unless they arrive damaged or defective.
  • Personalised products — Items made with custom names, photos, or personalised text.
  • Products marked as non-returnable — Certain items may be marked as final sale on the product page.

Exchanges

Yes, we offer exchanges. If you received the wrong size, colour, or simply want a different variant of the same product, you can request an exchange within 15 days of delivery.

  • Exchanges are subject to product availability
  • The product must meet the same return conditions listed above (unused, original packaging, tags intact)
  • Shipping charges for exchanges are borne by the customer
  • If the replacement product is a different price, the difference will be charged or refunded accordingly

AI Customized and personalised products cannot be exchanged unless they arrive damaged or defective.

Refunds

How your refund is processed depends on the reason for the return:

Defective or damaged products:

  • You will receive a full refund to your original payment method or a free replacement — your choice
  • We cover the return shipping cost for defective or damaged items
  • Contact us within 48 hours of delivery with photos of the damage for the fastest resolution

Change of mind or other returns:

  • Refunds for non-defective returns are issued as Macmerise store credit
  • Store credit never expires and can be used on any future purchase
  • Return shipping charges are borne by the customer. If you paid for return shipping, you will receive a store credit reimbursement for the shipping amount

COD Order Refunds

If you placed a Cash on Delivery (COD) order and are eligible for a refund to your original payment method (e.g., defective product):

  • Refunds will be processed via UPI transfer or bank transfer (NEFT/IMPS)
  • We will contact you to collect your UPI ID or bank account details
  • Please ensure the account details you provide are correct — we are not responsible for refunds sent to incorrect accounts

Order Cancellation

You can cancel your order within 24 hours of placing it for a full refund to your original payment method. After 24 hours, cancellation may not be possible if the order has already been processed or shipped.

  • AI Customized orders enter production immediately and cannot be cancelled once placed
  • Cancellation refunds are processed within 7 business days
  • To cancel, contact us at cs@macmerise.com or WhatsApp us at +91 7279999888 with your order number

Damaged or Defective Products

Under the Consumer Protection Act, 2019, you have the right to a replacement or refund for any product that is damaged, defective, or different from what you ordered. Here is how we handle it:

  • Contact us within 48 hours of delivery
  • Share clear photographs of the damage or defect along with your order number
  • We will arrange a pickup or provide a prepaid return label
  • You can choose between a replacement or a full refund to your original payment method

This applies to all products, including AI Customized and personalised items.

Processing Timeline

  • Return inspection: Once we receive your returned product, it is inspected within 2-3 business days
  • Refund processing: Approved refunds are initiated within 3-5 business days after inspection
  • Refund receipt: Depending on your payment method, the refund may take an additional 5-7 business days to reflect in your account
  • Store credit: Issued within 2 business days of return approval and sent to your registered email
  • Exchanges: Replacement products are shipped within 2-3 business days of receiving the returned item

How to Initiate a Return or Exchange

Here is how:

  1. Email us at cs@macmerise.com or WhatsApp us at +91 7279999888
  2. Include your order number, the product(s) you want to return or exchange, and the reason
  3. For damaged or defective items, attach photographs
  4. Our team will review your request and respond within 24 hours with next steps

Contact Us

Need help with a return, refund, or exchange?

Email: cs@macmerise.com
WhatsApp: +91 7279999888
Hours: Monday to Friday, 10:00 AM to 6:00 PM IST

If you are not satisfied with the resolution, you can contact our Grievance Officer, Mr. Pathik Shah, at pathik@macmerise.com. Details on our Contact Information page.