Refund Policy

This Refund Policy explains when you are entitled to a refund, how much you will receive, and the timelines we follow to credit it back to you. It is to be read together with our Returns Policy (/returns-policy), Shipping Policy (/shipping), and Terms of Service (/terms). Operated by Ms. Sadhana Ojha, sole proprietor trading as Ivanaa's Beautify (GSTIN 23AAGPO8569E1ZH), 34 Sheshadri Colony, Kila Medan, Mari Mata Square, Indore, Madhya Pradesh – 452006.

You are eligible for a refund in the following situations: Order cancelled before despatch. If you cancel within the permitted window or if we cancel the order due to stock or pricing issues — full refund. Damaged, defective, or incorrect product. Reported within 48 hours of delivery with photographs — full refund or free replacement, at your option. Failed delivery. Where the courier is unable to deliver after multiple attempts and the product is returned to us — full refund of the product price. Sealed and unused returns. Where you return a sealed, unused product within 7 days of delivery and it passes our inspection (see /returns-policy) — full refund. Allergic reaction. Allergic reactions to skincare or cosmetics, reported within 48 hours of first use with photographs — full refund. Salon booking cancelled in time. Cancelled 24 or more hours before the appointment — full refund of the deposit. Cancelled within 24 hours — deposit forfeited.

Refunds are not available for: • Opened or used fragrances, skincare, or cosmetic products (hygiene reasons). • Personalised, engraved, or made-to-order items. • Gift cards, vouchers, and promotional credits. • Items purchased on final sale or clearance, except where damaged on arrival. • Salon services that have been completed (see service-quality dispute below). • Returns received in a condition not reasonably resaleable, or returned beyond the eligibility window.

Refunds are issued to the original payment instrument — the card, UPI account, net-banking account, or wallet used to place the order. We are not able to redirect a refund to a different account or instrument. Where the original instrument has expired or been closed, we may issue: • A bank transfer to the registered account holder, against name-matched account proof, or • A non-expiring store credit of equal value, redeemable in a single use. Refunds for orders paid in part or full with a gift card are credited back to the gift-card balance.

Cancellation before despatch. Initiated within 2 business days of cancellation. Reflects in your account in 5–7 business days. Approved returns (sealed and unused). Quality check completed within 2 business days of receipt at our facility. Refund initiated within 24 hours of approval. Reflects in your account in 5–7 business days. Damaged, defective, or wrong items. Refund or replacement initiated within 2 business days of complaint approval. Razorpay processing window. Once we initiate a refund, Razorpay typically settles to your card or bank within 5–7 business days. UPI and wallet refunds settle faster, often within 24–72 hours. We have no control over the bank's clearance time. Salon booking cancellations. Eligible deposit refunds are initiated within 2 business days of cancellation.

We may issue a partial refund where: • Only part of the order is returned, damaged, or not as described. • The returned product shows minor wear or missing accessories that affect resale value. • A salon service was partially rendered or rendered below the standard expected, and the parties agree on a partial credit. The basis of any partial refund will be communicated to you in writing before it is processed.

For products — Open your order on /orders and select "Request return / refund" within the eligibility window. Choose a reason and upload photographs where applicable. You will receive an acknowledgement within 24 hours. For salon bookings — Open your booking on /bookings and select "Cancel". Refund-eligibility is calculated automatically against the appointment time. For damaged or wrong items — Email info@themaisonworld.com with subject "Damaged on Arrival — Order #XXXX" within 48 hours of delivery, attaching photographs of the product and the package. For service-quality disputes (salon) — Use the "Raise a concern" link on your booking page within 48 hours of the appointment.

If you are dissatisfied with the resolution of a refund request, please escalate to our Grievance Officer at /grievance. We acknowledge grievances within 24 hours and resolve them within 15 days in accordance with the IT Rules, 2021. Beyond the grievance mechanism, you retain all rights and remedies available under the Consumer Protection Act, 2019, including the right to file a complaint with the appropriate consumer-disputes redressal commission.

If you initiate a chargeback with your bank or card network, please notify us in parallel at info@themaisonworld.com so that we can support the resolution. Initiating a chargeback while a refund request is already in progress with us may delay rather than expedite the outcome. Chargebacks raised in bad faith — for orders that were delivered as described and not returned — may be contested and pursued under applicable law.

Email: info@themaisonworld.com Phone: +91 99815 22242 Address: 34 Sheshadri Colony, Kila Medan, Mari Mata Square, Indore, Madhya Pradesh – 452006