When a return or refund applies
We inspect every order before dispatch, but if an item arrives damaged or faulty, this policy explains how to request a return or refund.
Required
A clear, uninterrupted video of the parcel opening is required for damage or fault claims.
Timeline
Return or refund requests must be submitted within 24 hours of delivery.
Refunds
Approved refunds are issued through the original payment method after inspection.
What can be returned
- We accept returns and refunds only when an item is broken, damaged, or faulty because of manufacturing or shipping damage.
- We do not accept returns for worn, altered, or mishandled items after delivery.
- Customised, personalised, made-to-order, and certain hygiene-sensitive items are non-returnable.
Voluntary returns
If you want to return an item for a reason other than damage or fault, the request must be raised within 24 hours of delivery. The item must be unused, unworn, and in original condition with packaging and tags intact.
For voluntary returns, the customer bears both the original shipping cost and the return shipping cost.
How to request a return
- Contact us within 24 hours of delivery.
- Share your order number, contact details, and a description of the issue.
- Attach the unboxing video and any supporting photos if available.
- Wait for our team to assess the request and confirm next steps.
Assessment and approval
- All requests are reviewed by the Mahezar team.
- We may approve a replacement or a refund depending on stock and claim review.
- Requests without valid unboxing evidence may be declined.
Refund timing and contact
Once approved and received back for inspection, refunds are processed within 5 to 7 working days through the original payment method. Bank and payment-provider timelines may add extra time before the refund appears in your account.