Refund policy

Returns and Refund Policy

Macha Labs | Mr. Macha

Last updated: May 2026

About This Policy

This Returns and Refund Policy ("Policy") is published by Macha Labs ("Company," "we," "us," or "our"), the sole owner and operator of the brand Mr. Macha and the website mrmacha.com. All references to "Mr. Macha," "we," "us," or "our" in this Policy refer to Macha Labs.

By placing an order on mrmacha.com, you ("Customer," "you," or "your") agree to be bound by the terms set out below. Please read this Policy carefully before making a purchase.

Order Confirmation and Acceptance

An order confirmation email sent to you upon placing an order is an acknowledgment that we have received your order. It does not constitute acceptance of your order. We reserve the right to cancel or refuse any order at our sole discretion, including but not limited to cases of stock unavailability, pricing or product listing errors, suspected fraudulent activity, or failure of payment verification. In the event of cancellation by us, any payment already received will be refunded in full to your original payment method.

Returns

General Policy

Due to the nature of our products (soaps, serums, and moisturisers that come into direct contact with the skin), all Mr. Macha products are non-returnable and non-exchangeable once opened or used. This is for hygiene and safety reasons and is standard practice across the personal care industry.

Sealed and Unopened Products

If you wish to return a sealed, unopened product in its original packaging, you may request a return within 7 days of delivery. To be eligible:

  • The product must be unused, unopened, and in its original sealed packaging.
  • You must have your order confirmation or proof of purchase.
  • The return request must be initiated by emailing heymacha@mrmacha.com within 7 days of the date of delivery.
  • Return shipping costs are borne by the Customer unless the return is due to an error on our part (such as a wrong or defective product being shipped).

What We Do Not Accept Returns For

  • Any product that has been opened, used, or had its seal broken.
  • Products not in their original packaging.
  • Products that have been damaged due to misuse, improper storage, or mishandling after delivery.
  • Requests made after the 7-day return window.

Products Purchased During Sales or Promotional Offers

Products purchased during a sale, as part of a promotional offer, or using a discount code are subject to the same returns policy as above, with one exception: returns of sealed, unopened sale or promotional items are not accepted unless the product is damaged, defective, or incorrect. Damaged, defective, or incorrect sale items remain fully eligible for replacement or refund as described in the section below.

Damaged, Defective, or Incorrect Products

If you receive a product that is damaged during transit, defective, or different from what you ordered, we will make it right. Please report the issue within 72 hours of delivery by emailing heymacha@mrmacha.com with the following:

  • Your order number.
  • Clear photographs of the product, the packaging, and the shipping label.
  • A brief description of the issue.

We will review your claim within 3 business days of receiving all required information. If the claim is valid, we will offer either a full replacement or a full refund to your original payment method, at our discretion. If the product is out of stock and a replacement cannot be fulfilled, we will issue a full refund.

We reserve the right to request the return of the defective or incorrect item before processing the replacement or refund. Return shipping for such items will be arranged and borne by us.

Claims made after 72 hours of delivery may not be eligible for resolution, except at our sole discretion.

Allergic Reactions and Skin Sensitivity

We recommend performing a patch test before first use of any new skincare product. Full ingredient lists are available on each product page on our website. We are not able to accept returns, provide refunds, or offer replacements for products that do not suit your skin type or cause an allergic reaction, as individual skin responses vary and are beyond our control.

If you are unsure which products are right for you, please email us at heymacha@mrmacha.com for guidance before purchasing.

Order Cancellations

You may cancel your order before it has been dispatched by contacting us at heymacha@mrmacha.com. Once an order has been dispatched, it cannot be cancelled. If you wish to return the product after receiving it, the terms in the Returns section above will apply.

Refunds

Processing

Approved refunds will be credited to your original payment method within 7–10 business days of approval. Please note that your bank or payment provider may take additional time to reflect the credit in your account.

We do not offer refunds in cash, store credit, or any payment method other than the original one used for the purchase, unless the original payment method is no longer available, in which case we will work with you to identify a suitable alternative.

Partial Refunds

In certain cases (such as when a returned sealed product shows signs of use or damage not reported at the time of the return request), we may issue a partial refund or decline the refund entirely. We will notify you of our decision with a clear explanation.

Refund Delays

If more than 15 business days have passed since your refund was approved and you have not received the credit, please check with your bank or payment provider first. If the issue persists, contact us at heymacha@mrmacha.com with your order number and refund approval details.

Exchanges

We do not offer direct exchanges at this time. If you wish to exchange a product, please initiate a return (subject to the conditions above) and place a new order for the desired item.

Force Majeure

We shall not be liable for any delay or failure in processing returns, replacements, or refunds where such delay or failure arises from causes beyond our reasonable control, including but not limited to natural disasters, floods, earthquakes, epidemics, pandemics, acts of God, war, terrorism, riots, civil unrest, government orders or restrictions, strikes, labour disputes, courier or logistics disruptions, power outages, internet or telecommunications failures, or any other event of force majeure. In such cases, timelines specified in this Policy shall be extended by a period equal to the duration of the force majeure event. We will make reasonable efforts to notify affected Customers and resume normal operations as soon as practicable.

Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this Policy, including any questions regarding its existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India.

Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are as follows:

Name: Nachiket Pande Designation: Founder Email: heymacha@mrmacha.com

The Grievance Officer shall acknowledge receipt of any consumer complaint within 48 hours and endeavour to redress the complaint within one month from the date of receipt.

Contact Us

For all queries related to returns or refunds:

Email: heymacha@mrmacha.com

Return Address: Macha Labs Heritage, Hiranandani Gardens Powai, Mumbai 400076

Items sent back to us without a prior return request and approval will not be accepted.

Policy Updates

Macha Labs reserves the right to update or modify this Policy at any time. Any changes will be posted on this page with an updated revision date. Continued use of the website and placement of orders after any changes constitutes your acceptance of the revised Policy.