Refund policy

At Macali Enterprise, customer satisfaction and product integrity are at the heart of everything we create. Each Macali product is carefully formulated, packed, and shipped with the highest quality standards. However, in the rare event that you receive a damaged, defective, or incorrect product, this Refund & Replacement Policy explains your rights and our responsibilities in accordance with applicable Indian laws.

Applicability of This Policy

This policy applies only to products purchased directly from:

·        www.macalienterprise.com (official website), or

·        Macali-authorised online marketplaces and sellers.

This policy is governed by the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws.

Eligible Scenarios for Refund or Replacement

You may request a replacement or refund only under the following circumstances:

1. Damaged Product on Delivery

If the product received is:

·        Physically damaged

·        Leaking

·        Broken packaging

·        Tampered or unsealed

2. Incorrect Product Delivered

If you receive:

·        A product different from what was ordered

·        Wrong variant, size, or formulation

Non-Eligible Scenarios (No Refund / No Return)

For safety, hygiene, and regulatory reasons, Macali does not accept returns or refunds for:

·        Used, opened, or partially consumed products

·        Products damaged after delivery

·        Allergic reactions or personal dissatisfaction (as skincare results vary by individual skin type)

·        Orders placed incorrectly by the customer

·        Products purchased from unauthorised sellers

This is in compliance with Indian hygiene and cosmetic safety standards.

Mandatory Unboxing Video Requirement

To process any refund or replacement request, customers must provide a clear unboxing video with the following conditions:

·        Video must start before opening the outer packaging

·        Product, invoice, and shipping label must be clearly visible

·        No cuts, edits, or pauses

📌 Claims without a valid unboxing video will not be accepted.

Timeframe to Raise a Complaint

·        Complaints must be raised within 36 hours of delivery

·        Requests raised after this period may not be considered

How to Raise a Refund or Replacement Request

Please email us at contact@macalienterprise.com with:

1.     Order ID

2.     Clear unboxing video

3.     Images of the damaged / incorrect product

4.     Brief description of the issue

Our customer support team will verify the claim within 3–5 business days.

Resolution Process

Once the claim is approved:

Replacement

·        A replacement product will be shipped at no additional cost, subject to stock availability.

Refund

·        Refunds (if applicable) will be processed to the original mode of payment within 7–10 business days after approval.

Cancellation Policy

·        Orders cannot be cancelled once shipped

·        Cancellation requests before dispatch may be considered at Macali’s discretion

Legal Compliance & Consumer Rights

This policy does not affect your statutory rights under Indian law. In case of disputes, jurisdiction shall be subject to the courts of Bengaluru, Karnataka, India.

Contact Information

For any assistance regarding refunds, replacements, or order issues:

Macali Cosmetics
📧 Email: contact@macalienterprise.com
🌐 Website: www.macalienterprise.com