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Return & Refund

RETURN, REFUND AND CANCELLATION POLICY

For the purpose of this Return, Refund and Cancellation Policy (“Returns Policy”), Mitlix Private Limited shall hereinafter be referred to as the “Company”, “we”, “our” or “us”, and the individual who places an order shall hereinafter be referred to as the “User”, “you” or “your”.

This Returns Policy applies to all purchases made on www.mitlix.com (including its mobile website) and the Mitlix mobile application (collectively referred to as the “Platform”).

1. ORDER CANCELLATION, RETURN, REFUND & EXCHANGE

A. General

Subject to the terms and conditions set out below, you may request order cancellation, return, refund, or exchange for products purchased from the Platform.

To initiate any request, please contact us at:
📧 care@mitlix.com

B. You may apply for:

  1. Cancellation of an order before it is shipped (refer Section 2C);
  2. Refund if the product has not been received by you;
  3. Return and refund or exchange if:
    • the product is defective or damaged at the time of delivery;
    • the product delivered is materially different from what was ordered;
    • the product violates any applicable law;
    • the product is delivered with unreasonable delay making it unusable;
    • the delivery violates the User Agreement or applicable Terms & Conditions;
  4. Return due to change of mind, provided the product remains unused, unopened, and in original condition.

All rights shall be subject to applicable laws in India.

C. Products NOT eligible for return or exchange

A product shall not be eligible for return, refund, or exchange if:

  1. The product has been used, altered, or damaged after delivery;
  2. The return request is raised beyond the defined timelines;
  3. The product has been opened and causes personal reactions (e.g., allergies, rashes, stomach upset) or dissatisfaction due to personal preferences such as taste or flavor;
  4. Required information or proof is not provided;
  5. The returned product does not match the originally delivered item.

D. Conditions for Acceptance of Returns

Returns, refunds, or exchanges are subject to:

  • Successful verification by the Company;
  • Compliance with timelines;
  • Original packaging, labels, and seals being intact (where applicable);
  • Return of the exact product delivered.

2. RETURN, REFUND & EXCHANGE PROCESS

A. Timelines

Requests must be made within the following periods:

  1. Same day of delivery
    – If outer or inner packaging is open or the seal is broken.
  2. Within 2 business days of delivery
    – If the product is defective or damaged.
    – If the product received is materially different.
  3. Within 7 days of delivery
    – For any other eligible return or exchange request.

B. Information Required

You may be asked to submit:

  1. A brief description of the issue;
  2. Photographs of the product and packaging;
  3. Any additional details required for investigation.

Approval of any request shall be at the sole discretion of Mitlix Private Limited.

Upon approval, we will arrange reverse pickup and process refund or exchange (subject to stock availability).

C. Return Shipping

  1. Products must be securely packed and labeled with order and item details.
  2. Approved returns are eligible for free reverse shipping.
  3. Products not purchased from Mitlix are not our responsibility and will not be returned.

3. REFUNDS

  1. Approved refunds shall be processed within 15 business days.
  2. Cash on Delivery (COD) refunds will be credited to:
    • the User’s bank account, or
    • the Mitlix wallet (if applicable).
  3. Online payments (UPI, cards, net banking, wallets) will be refunded to the original payment source.
  4. The Company is not liable for delays caused by banks, payment gateways, or circumstances beyond its control.

4. ORDERS & CANCELLATION

A. Acceptance & Fraud Prevention

  1. Orders may require additional verification before acceptance.
  2. The Company reserves the right to cancel orders suspected of fraud or misuse.
  3. Orders may be classified as “Suspicious Orders” if they involve:
    • Unusually large quantities;
    • Multiple accounts shipping to the same address;
    • Drop-shipping behavior;
    • Invalid addresses or contact details;
    • Commercial resale intent.

Promotional benefits used on cancelled suspicious orders may not be refunded.

B. High Fraud Risk Accounts

User accounts may be suspended or terminated if they:

  • Fail payment verification;
  • Use invalid credentials;
  • Abuse vouchers or promotions;
  • Frequently return incorrect products;
  • Have excessive return rates;
  • Provide incomplete or false shipping details.

Any loyalty or referral credits may be forfeited.

C. Cancellation by User

  1. Orders cancelled before shipment are eligible for a full refund.
  2. Orders already shipped cannot be cancelled and must follow the return process after delivery.

5. CONTACT INFORMATION

📞 Customer Support: +91 XXXXXXXXXX
📧 Email: care@mitlix.com
🌐 Website: www.mitlix.com