Refund Policy

Current online windows
Cancellation: 2 days from order placement, before dispatch.
Return request: 2 days from actual delivery, with product-problem evidence and administrator review.
Each day means 24 hours. Applicable consumer rights remain unaffected; read the full terms below.

This Refund and Return Policy explains the circumstances in which Products purchased from www.mdsmart.in (the “Website”), operated by MDS Mart (“MDS Mart”, “we”, “us” or “our”), may be returned and the manner in which refunds are processed. This Policy forms part of the Terms and Conditions of the Website and is to be read together with the Shipping Policy and the Cancellation Policy.

We take great care in packing and dispatching our decorative lighting products. However, if you receive a Product that is defective, broken or incorrect, you may seek a return and refund on the terms set out below.

1. RETURN WINDOW
1.1 The standard online return-request window is 2 days (48 hours) from the actual delivery time, verified from the courier record. It is not counted from the order-placement or dispatch date. The online window closes when those hours have elapsed. If the delivery time is missing or inaccurate, contact support so that it can be verified and corrected; the order date will not be substituted for delivery.

1.2 Lighting products are fragile and electrical in nature, so prompt reporting helps verify the issue and contact the courier. The current published window applies to existing Orders as well; increasing it may make an Order eligible again. Requests submitted in time remain pending for review after the window closes. The online time limit does not extinguish statutory rights, warranty remedies, valid latent-defect claims or any binding commitment. Contact support if you need review outside the online window.

2. ELIGIBLE GROUNDS FOR RETURN
2.1 A Product shall be eligible for return and refund only on one or more of the following grounds:

(a) Defective Product: a manufacturing defect or failure to function correctly when used in accordance with the instructions;

(b) Broken or damaged Product: the Product or a component is broken, cracked or damaged on delivery;

(c) Wrong Product: the delivered model, design, size or specification differs from what was ordered;

(d) Missing parts or an incomplete Product; or

(e) A material mismatch with the advertised description or agreed characteristics. Other mandatory grounds under applicable law remain available.

2.2 Returns shall not be accepted on any ground other than those stated above, except as required by applicable law.

3. NON-RETURNABLE PRODUCTS AND EXCLUSIONS
3.1 The following exclusions concern voluntary or change-of-mind returns and do not override a valid statutory claim. Opening or reasonably testing a Product to discover a defect does not by itself invalidate that claim:

(a) Damage caused by customer alteration, unauthorised repair or tampering, rather than an existing defect;

(b) Damage demonstrably caused by improper installation, misuse, unsuitable voltage, power surges, moisture or other customer-attributable causes;

(c) Unjustified loss of packaging or supplied accessories where it materially prevents verification; retain these items wherever reasonably possible;

(d) Change-of-mind requests outside the stated online window, without a legally valid ground;

(e) Claims that remain unsubstantiated after reasonable requests for relevant evidence and a fair opportunity to clarify, subject to applicable law;

(f) Minor, fairly disclosed variations inherent in decorative or handcrafted products or screen rendering, which are not a material mismatch; and

(g) Change of mind, a change of décor, dislike of a correctly supplied Product, or a customer ordering error alone; and

(h) Refusal to accept delivery at the time of delivery, without a valid ground, which shall be treated as a Refused / Undelivered Order and governed by Clause 10 below.

4. PHOTOGRAPHIC AND VIDEO EVIDENCE
4.1 The online return form requires clear photographic or video evidence of the reported issue. You may upload photos, videos or a combination; an unboxing video is useful when available but is not the only acceptable proof. Lack of an unboxing video does not by itself remove your statutory rights. If you cannot upload evidence, contact support for an alternative method of substantiating your claim.

4.2 Useful evidence should satisfy the following guidance:

(a) Show the Product, damage or discrepancy clearly; include packaging and the shipping label where relevant;

(b) Where available, a continuous unedited unboxing video helps establish the condition at delivery, but relevant photographs are also accepted; and

(c) Explain what is defective, damaged, missing or different from the ordered Product. Avoid exposing unrelated personal information or other people in uploaded media.

4.3 The form accepts 1–4 attachments: JPG, PNG or WebP images up to 10 MB each; MP4, WebM or MOV videos up to 20 MB each; maximum total 40 MB. Hosting limits may require a smaller upload; contact support if an upload fails. Evidence is accessible to the customer concerned and authorised administrators for claim review. We may request clearer photographs, additional information or inspection if reasonably needed; an unclear file is not automatically proof of fraud.

5. HOW TO REQUEST A RETURN
5.1 Open My Orders, select Return Order for the relevant delivered Order, choose the actual product problem, describe it and attach the available proof within the online window. The form asks for:

(a) the selected Order linked to your customer account;

(b) a specific eligible reason, such as damage, defect, a wrong Product, missing parts or material description mismatch;

(c) a clear description of the issue; and

(d) photographic and/or video evidence as explained in Clause 4. If the form is unavailable, contact the support details below with your Order number and claim.

5.2 After submission, the request is recorded as Pending Review. Uploading proof does not automatically cancel the Order, approve a return, arrange a pickup or issue a refund. Keep the Product, packaging and accessories safe until we give instructions; do not send the Product back without coordination.

6. VERIFICATION AND APPROVAL
6.1 Our team reviews the reason, photos, videos and other available evidence. We ordinarily aim to verify and respond within two (2) to three (3) business days. An administrator records approval or rejection together with reasons and next steps. The decision is displayed in your order-help area and an email notification with a secure account link is sent to the order email address; check your account if an email is delayed or filtered.

6.2 Decisions will be made reasonably and in good faith. An eligible, substantiated product problem may be approved; change of mind alone is not an eligible ground. You may contact support with further evidence or seek review of a rejection. Our decision is not final against remedies available under applicable consumer law.

7. RETURN PICKUP AND RETURN SHIPPING COSTS
7.1 Where a claim is approved on any of the eligible grounds in Clause 2, the cost of return shipping shall be borne by MDS Mart. We will arrange for the Product to be picked up from your delivery address through our courier partner, wherever pick-up service is available, or will guide you on the manner of returning the Product.

7.2 The Product must be returned in the condition in which it was received, together with its original packaging, accessories and all components, to the extent possible. Please ensure that the Product is securely packed for return.

8. REFUND PROCESS AND TIMELINES
8.1 Upon approval of your claim and, where a physical return is required, upon receipt and inspection of the returned Product, a refund will be initiated to the original mode of payment used at the time of the Order, through Razorpay.

8.2 The refund shall be processed within five (5) to seven (7) business days from the date of approval. Depending on your bank, card issuer or payment provider, the amount may reflect in your account sooner or later than this period, and such banking timelines are beyond the control of MDS Mart.

8.3 For an approved claim, the refund shall be for the full price paid by you for the Product, including the shipping charges paid by you.

8.4 Refunds shall not be made in cash or to any account or payment instrument other than the one used for the original payment, except where such mode is not technically available, in which case we will coordinate with you for a suitable alternative.

8.5 Where you prefer a replacement instead of a refund, and the Product is available, we may arrange a replacement at no additional cost to you.

9. REJECTED CLAIMS
9.1 If a claim is rejected because it does not satisfy this Policy, we will inform you of the reasons. Where a Product has been collected from you for verification and the claim is subsequently rejected, we may return the Product to you, and the cost of return shipment may be recovered from you.

9.2 Any attempt to obtain a refund by fraud, misrepresentation, submission of false or manipulated video or photographs, or return of a different, used or damaged Product shall entitle MDS Mart to reject the claim, to restrict or terminate your Account, and to take appropriate legal action.

10. REFUSED OR UNDELIVERED ORDERS (RTO)
10.1 Once an Order has been dispatched, it cannot be cancelled. If the Customer refuses to accept delivery without a valid ground, is unavailable at the given address or phone number, or has provided incorrect delivery details, the Order shall be treated as a Refused / Undelivered Order (“RTO”).

10.2 In case of RTO, the advance or prepaid amount shall be applied towards forward and return shipping charges, courier RTO fees and handling charges. The balance, if any, shall be refunded to the original payment method within five (5) to seven (7) business days after the Product is received back at our warehouse.

10.3 The Customer is advised to report any damage, defect, wrong Product or missing parts under Clause 5 within the stated window instead of refusing delivery. A claim made on a valid ground under Clause 2 will be processed under this Policy and RTO charges will not apply.

10.4 By placing an Order, the Customer agrees to this Clause. Nothing in this Clause limits any right that cannot be waived under applicable consumer law.

11. FAILED TRANSACTIONS AND DUPLICATE PAYMENTS
11.1 If an amount has been debited from your account but the Order was not confirmed, or if you have been charged more than once for the same Order, the amount is generally reversed automatically by the payment gateway or bank to the source account within five (5) to seven (7) business days. If you do not receive the reversal within this period, please contact us with the transaction details so that we can assist you in following up with the payment gateway.

12. CONTACT
12.1 To raise a return or refund request, or for any query regarding this Policy, please contact:

(a) Email: mdsmartindia@gmail.com

(b) Telephone / WhatsApp: +91 7253011525

(c) Website: www.mdsmart.in

12.2 This Policy is subject to the Consumer Protection Act, 2019 and applicable Consumer Protection (E-Commerce) Rules, as amended and in force. The stated time window, packaging guidance and evidence procedure cannot waive mandatory rights concerning defective, deficient, spurious, incorrect or materially misdescribed goods or other legally recognised grounds. We acknowledge consumer grievances within 48 hours and address them within one month, subject to applicable law. You may also approach the National Consumer Helpline or the competent consumer commission.