Return & Refund Policy
Your Complete Guide to Returns, Refunds & Exchanges
1. Overview and Acceptance
At MPS Group, we are committed to ensuring your satisfaction with every purchase. This policy outlines the conditions and procedures for all returns, refunds, and exchanges. By placing an order with us, you are agreeing to the terms set forth in this Return Policy.
Key Policy Details
Return Window
7 Calendar Days
from delivery date
Damage/Defect Report
Within 24 Hours
requires unboxing video
Refund Processing
Up to 7 Business Days
after inspection
2. Eligibility Requirements for Returns
To be eligible for a return, your item must meet all the following criteria:
Return Request Window: The request must be initiated within 7 calendar days of the confirmed delivery date.
Product Condition: The item must be unused, unopened, undamaged, and in the same condition that you received it.
Packaging: The product must be returned with all its original packaging, including boxes, manuals, accessories, and promotional materials.
Proof of Purchase: A valid receipt, order confirmation email, or order number is required to complete your return.
Hygiene Seals: Any item protected by a hygienic seal (e.g., certain Beauty & Personal Care items) must have the seal intact and unbroken.
3. Non-Returnable Items
For safety, hygiene, and proprietary reasons, the following items are generally not eligible for return or exchange:
❌ Perishable Goods
Items like food, flowers, or certain supplements with a short shelf life.
❌ Personalized/Customized
Any item made specifically for the customer.
❌ Digital Products
Downloadable software, e-books, or online services.
❌ Clearance/Final Sale
Products explicitly marked as "Final Sale," "Clearance," or "Non-Returnable".
❌ Missing Packaging
Items without original packaging or significantly damaged boxes.
❌ Used Items
Products showing signs of use, wear, or customer damage.
4. Special Protocol: Damaged, Defective, or Incorrect Items (DOA)
⚠️ Mandatory DOA Protocol
If your item arrives damaged or is defective ("Dead on Arrival" - DOA) or if you received an incorrect product, you must follow this mandatory protocol for a valid claim:
Reporting Time: You must report the issue to our Customer Support team via email within 24 hours of the delivery time.
Mandatory Evidence: You must provide a complete, continuous, and unedited Unboxing Video that clearly shows the package condition upon arrival and the moment the damaged/defective product is revealed.
Resolution: Upon validation of the claim, MPS Group will cover the return shipping costs and will offer a free replacement or a full refund, as per your preference and product availability.
5. The Return Process
To initiate a return for an eligible item, please follow these steps:
Initiate Contact
Email our dedicated support team at hello@mpsgroup.in
Provide Details
Include your Order Number, the name of the item(s) you wish to return, and the Reason for Return.
Receive Instructions
Our team will review your request and send you detailed Return Merchandise Authorization (RMA) instructions and the correct return shipping address.
Secure Packaging
Securely pack the item(s) to prevent damage during transit. Ensure the RMA number (if provided) is clearly marked on the exterior of the package.
Shipment
Ship the package according to the provided instructions. We strongly recommend using a trackable shipping service and purchasing shipping insurance.
6. Shipping Costs and Fees
Customer Responsibility
For standard returns (e.g., change of mind, incorrect size/color ordered by customer), the customer is responsible for all return shipping costs.
MPS Group Responsibility
MPS Group will cover the cost of return shipping only if the return is a direct result of our error (e.g., the item was defective, incorrect, or damaged upon arrival and validated via the Unboxing Video protocol).
Restocking Fees
We do not charge a general restocking fee for returns that meet all eligibility requirements.
7. Refunds and Processing
Once your return is received and inspected, we will send you an email notification confirming the status of your refund.
Processing Time
Approved refunds will be processed within 7 Business Days of the inspection date.
Method
The refund will be automatically applied to your original method of payment.
Bank Processing
Please be aware that while we process the refund within 7 business days, your bank or credit card company may require an additional 5-10 business days to post the credit to your account.
Declined Returns
If a return is inspected and found to be ineligible (e.g., used, missing parts, or outside the return window), the return will be declined. We will notify you, and the item will be shipped back to you at your expense.
8. Exchange Policy
Standard Exchange
Exchanges are available for the same item in a different size or color, and are strictly subject to product availability.
Procedure
To request an exchange, please follow the standard Return Process (Section 5) and specify "Exchange" and the desired variant in your request email.
Unavailable Items
If the desired exchange product is unavailable, a refund will be issued instead.
9. Contact Us
For any questions or clarification regarding this policy, please contact us immediately:
By shopping with www.mpsgroup.in, you agree to this Return Policy.