Refund policy

Returns & Exchange Policy

At MYSA LUXE, every order is carefully checked and packed before dispatch. We take care to ensure that the product you receive is the same product you ordered and reaches you in proper condition.

To maintain a fair and transparent process, MYSA LUXE does not accept returns or refunds for change of mind, personal preference, or reasons unrelated to an issue with the order.

We accept exchange requests only for the specific situations mentioned in this policy.

When Is an Exchange Allowed?

An exchange may be requested only if:

* You received a different product from the one you ordered.
* The product was broken or damaged when received.
* The product has a genuine manufacturing defect that was present when you received it.
* An item included in your order is missing from the package.

All exchange requests are subject to verification and approval by MYSA LUXE.

What Is Not Eligible for Exchange?

We do not accept exchanges for:

* Change of mind or simply not liking the product.
* Change in personal preference after receiving the order.
* Incorrect selection of design, size, length or style by the customer.
* Products that match the description and specifications shown on our website.
* Minor colour differences caused by photography, lighting or individual screen settings.
* Normal wear and tear.
* Scratches, damage, tarnishing or discolouration caused after delivery.
* Damage caused by improper use, storage or handling.
* Exposure to water, perfume, sweat, cosmetics, chemicals or other substances.
* Skin sensitivity or allergic reactions.
* Products that have been worn, used, altered, repaired or tampered with.
* Any issue that occurs after the product has been delivered and accepted by the customer.

Please carefully check the product description, size, dimensions, specifications and photographs before placing your order.

Exchange Request Time Limit

Any issue with your order must be reported to MYSA LUXE within 48 hours of delivery.

Exchange requests submitted after 48 hours of delivery may not be accepted.

We strongly recommend checking your parcel and its contents immediately after delivery.

Unboxing Video Requirement

For damaged, broken, incorrect or missing-item claims, an unboxing video is required to help us verify the condition of the shipment.

The video should:

* Clearly show the parcel and shipping label before opening.
* Show the package sealed and intact, wherever applicable.
* Record the opening of the parcel continuously from start to finish.
* Have no cuts, edits or interruptions.
* Clearly show the product received and the issue being reported.

The unboxing video should be kept safely until the order has been successfully verified.

Claims without sufficient supporting evidence may not be approved.

How to Request an Exchange

If you believe your order qualifies for an exchange:

1. Contact MYSA LUXE within 48 hours of delivery.

2. Provide your order number and a clear description of the issue.

3. Share clear photographs/videos of the product and the issue.

4. Provide the required unboxing video.

5. Our team will review the information and determine whether the request qualifies under this policy.

Please do not send any product back to us without receiving confirmation and return instructions from MYSA LUXE.

Exchange Process

Once an exchange request has been approved:

* The product may be collected or returned for inspection, depending on the nature of the issue.
* The returned product may be inspected to verify the reported issue.
* Once the claim is verified, the exchange will be processed.
* Wherever possible, the same product will be provided.
* If the same product is unavailable, MYSA LUXE will contact the customer regarding the available resolution.

The product must be returned in the condition required by MYSA LUXE for the exchange to be processed.

Product Condition

For an approved exchange, the product must be returned as instructed by MYSA LUXE.

An exchange may be rejected if the product has been:

* Worn or used after delivery.
* Altered or repaired.
* Damaged due to customer handling.
* Tampered with.
* Returned without required components or packaging, where applicable.

Normal wear and tear is not considered a manufacturing defect.

Failed Delivery / Incorrect Address

Customers are responsible for providing a complete and accurate delivery address, PIN code and contact details when placing an order.

If an order cannot be delivered and is returned to MYSA LUXE due to reasons attributable to the customer, including:

* Incorrect or incomplete address.
* Incorrect PIN code.
* Incorrect or unreachable phone number.
* Customer being unavailable to receive the order.
* Repeated unsuccessful delivery attempts.
* Customer refusing or declining delivery.
* Any other delivery failure caused by incorrect information or non-cooperation from the customer.

MYSA LUXE will not re-ship the order.

Once the undelivered order is received back by MYSA LUXE, the eligible product amount will be refunded to the customer after deducting ₹99 towards shipping and handling charges incurred due to the failed delivery and return.

The ₹99 deduction applies only when the delivery failure and return of the shipment are attributable to the customer.

No ₹99 charge will be deducted for delivery failures caused by MYSA LUXE or the courier partner where the customer has provided correct and complete delivery information and has cooperated with the delivery process.

Lost or Undelivered Shipments

If your order is delayed, lost during transit, or marked as delivered but has not been received, please contact MYSA LUXE as soon as possible.

We will coordinate with our courier partner and, where necessary, initiate a shipment investigation.

If the shipment is confirmed as lost in transit due to a courier-related issue, the customer will not be charged the ₹99 failed-delivery fee.

MYSA LUXE will provide an appropriate resolution based on the circumstances and applicable terms.

Order Cancellation

Orders may be processed shortly after they are placed.

Once an order has been processed, packed or dispatched, cancellation may no longer be possible.

Please carefully review your products, quantities and delivery information before completing your purchase.

Sale & Promotional Products

Products purchased during certain sales, promotional offers or clearance events may have specific terms mentioned at the time of purchase.

Where specific promotional terms are provided, those terms will apply to the order.

Jewellery Care & Normal Wear

MYSA LUXE jewellery should be handled and stored with proper care.

Contact with water, perfume, sweat, lotions, cosmetics, chemicals and other substances may affect plated jewellery and its finish over time.

Natural wear, tarnishing, fading, scratches or deterioration resulting from use or improper care are not eligible for exchange.

Please follow the jewellery care instructions provided by MYSA LUXE to help maintain the appearance of your jewellery.

Important Information

Submitting an exchange request does not automatically mean that the exchange will be approved.

Every request is reviewed based on the circumstances, order details, photographs/videos and other relevant information provided by the customer.

MYSA LUXE reserves the right to decline an exchange request if the reported issue does not meet the conditions of this policy or if the issue appears to have occurred after delivery.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable law.

No Store Credit

MYSA LUXE does not provide store credit as an alternative to an exchange.

Eligible product issues will be handled according to the exchange process described in this policy.

The only refund specifically covered by this policy is for an order that is returned to MYSA LUXE because of a customer-caused failed delivery, in which case the eligible product amount will be refunded after deducting the applicable ₹99 shipping and handling charge.

Contact Us

For exchange requests or order-related concerns, please contact us through:

Email: support@mysaluxe.in
WhatsApp: 8810642165
Instagram: @themysaluxe

Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST

When contacting us regarding an order issue, please include your order number and relevant photographs/videos.