Returns Policy

This Returns Policy explains which products you may return, the conditions a return must meet, and the steps to raise one. It is to be read together with our Refund Policy (/refund-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, India. Nothing in this policy limits the rights you have under the Consumer Protection Act, 2019 in respect of defective goods, deficient services, or unfair trade practices.

Eligible products may be returned within 7 calendar days of the date of delivery shown on your tracking record. Requests raised after the seventh day are accepted at our discretion only and may be limited to store credit. For damaged, defective, or wrong items, please report within 48 hours of delivery to retain the strongest evidentiary position; reports made later are still considered, but a delayed report can affect the courier's liability and the available remedy.

Subject to the conditions in the next section, the following items are returnable within the 7-day window: Fragrances — Maison Nox. Unopened and sealed bottles, with the outer cellophane and the manufacturer's seal intact, in the original carton with all inserts. Skincare & Cosmetics — Maison Velours. Unopened and sealed products, with the safety seal, applicator cap, or shrink-wrap intact, in the original carton. Damaged or defective items. Any product that arrives damaged, broken, leaking, expired, or otherwise defective — whether the seal is intact or not. Wrong product delivered. Any product that does not match the item ordered (wrong shade, wrong size, wrong SKU). Allergic reaction to a cosmetic or skincare product. Where you experience an adverse skin reaction to a product within 48 hours of first use, supported by photographs of the affected area, you are eligible to return the partially used unit for refund or replacement.

The following are not eligible for return: • Opened or used fragrances, skincare, and cosmetic products, except where damaged on arrival, defective, or in the case of a documented allergic reaction. • Personalised, monogrammed, engraved, or otherwise made-to-order items. • Gift cards, promotional vouchers, store credits, and membership credits. • Items purchased on final sale or clearance, except where damaged on arrival or defective. • Salon services that have been completed (service-quality complaints are dealt with separately under the /refund-policy). • Items returned without the original packaging, accessories, leaflets, or free-gift inclusions. • Items received by us in a condition not reasonably resaleable.

To pass our quality check, a returned item must arrive at our facility in the condition described below. Sealed and unused returns. Outer carton present and intact; product seal, cellophane, applicator cap, or shrink-wrap unbroken; all original accessories, inserts, freebies, and tax-invoice copy enclosed; no signs of use, scratches, scuffs, or odour. Damaged-on-arrival returns. Original packaging retained as far as possible; photographs of the damage taken at the point of receipt; AWB number from the courier label preserved. Defective-product returns. Original packaging retained; photograph or short video showing the defect; batch number and manufacture date legible on the secondary packaging. We reserve the right to decline a return where the item does not meet these conditions, and to send the item back to you at our cost in such cases.

Step 1 — Submit a request. Sign in and open the relevant order under /orders, then choose "Request return" within 7 days of delivery. Alternatively, write to info@themaisonworld.com with the order number, the item, the reason, and supporting photographs. Step 2 — Review. We review the request within 2 to 3 business days and confirm by email whether it is approved, requires more information, or is declined with reasons. Step 3 — Pickup. For approved requests, we arrange a courier reverse-pickup from your registered delivery address within 3 business days of approval, at no charge to you. Pack the item in its original carton; affix the printable return label we email you. Step 4 — Quality check. On receipt at our facility, the item is inspected within 1 to 2 business days. We will notify you of the outcome. Step 5 — Refund or replacement. Approved returns are refunded or replaced in line with the /refund-policy. The refund is initiated within 24 hours of approval and reflects in your account in 5 to 7 business days, subject to your bank or wallet's processing time.

Where stock permits, you may request an exchange in place of a refund — for a different shade, size, or variant of the same product, or for any other product of equal value. Exchanges for products of higher value are accommodated subject to payment of the difference; exchanges for lower-value products result in a refund of the difference to your original payment method. Select "Exchange" when raising the return request, or note the preference in your email. Exchanges are subject to the same return-window and condition requirements as refunds.

For approved returns we arrange the reverse-pickup at no charge to you. You should not arrange your own courier without our written confirmation; self-arranged returns may be refused at the gate, and any associated cost is not reimbursable. Where a return is received but fails the quality check (see "Condition of Returned Items"), we will write to you with the reason and offer to send the item back to you. If we receive no response within 7 days of that notice, the item may be disposed of and no refund issued.

Refunds are issued to the original payment instrument under the timelines set out in the /refund-policy. We are not able to redirect a refund to a different account or instrument except in narrow circumstances described in that policy. Once initiated, Razorpay typically settles to the originating card or bank within 5 to 7 business days. UPI and wallet refunds settle faster, often within 24 to 72 hours. Bank-side clearance is outside our control.

Salon-service bookings under our Beauty Suite marketplace are governed by the /refund-policy (Beauty Suite section). In summary: • Cancellation 24 or more hours before the appointment — eligible deposit refund. • Cancellation within 24 hours — deposit forfeited, subject to discretion in genuine emergencies. • Service-quality complaints raised within 48 hours of the appointment — investigated, with a complimentary redo or partial credit where the complaint is upheld on the partner's records. Beauty Suite cancellation also operates a four-tier escrow-backed mechanism (prevent → auto-rebook → refund + credit → salon-funded penalty) where the partner cancels on you. The full mechanism is set out in the /refund-policy.

This page is published in compliance with Rule 4(2)(d) of the Consumer Protection (E-Commerce) Rules, 2020. If you believe a return or refund dispute has not been resolved fairly, please escalate to our Grievance Officer as set out in /grievance, and, if still unresolved, to the appropriate consumer-disputes redressal commission or the National Consumer Helpline (1915 / consumerhelpline.gov.in).

Questions about a return, an exchange, or this policy: The Maison World (Ivanaa's Beautify · Sadhana Ojha, Proprietor) 34 Sheshadri Colony, Kila Medan, Mari Mata Square, Indore, Madhya Pradesh – 452006, India Email: info@themaisonworld.com Phone / WhatsApp: +91 99815 22242 Hours: Monday to Saturday, 10:00 AM to 8:00 PM IST