FAQs:

Cancellation and Refunds Policy
Cancellation before shipment (Only valid on orders placed& delivered in India):

If the order or the item(s) that you want to cancel have not been processed yet, you can write to our customer support team on care@mitchellfairandwhite.com

Subject to the above, in such cancellation cases, the money will be refunded to you within 24-48 business hours subject to compliance from the payment gateway service providers, after the cancellation request is duly processed by us.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we shall process the refund within 24-48 business hours subject to compliance from the payment gateway service providers,after receiving the cancellation request.

In such cases -

For payments done through credit/debit cards or net banking,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?

Discount/GiftVouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation before processing of the order. Kindly inform us about the same.

Returns, Replacements and Refunds

How do I return an item purchased online through your website?

Mitchell USA offers you Returns based on the conditions of purchase. The decision to return a product solely rests with the management. The product must not have been opened.

But in such cases you will have to inform Mitchell USA within 24 hours of delivery of product.

Steps to contact us:

  • Step 1: Contact our Customer Support team via email (care@mitchellfairandwhite.com) within 24 hours of receiving the order delivery.
  • Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
  • Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact and in an undamaged condition.

Note: If it is a case of replacement, it is subject to the availability of stock.

Items that cannot be returned/exchanged.

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
  • Serial Number is tampered with
  • Product is used or altered

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

What if I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 24 hours of receiving the order:

  • Step 1: Contact our Customer Support team via email (care@mitchellfairandwhite.com)within 24 hours of receiving the order.
  • Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
  • Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

  • A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact and returned in full including all components as well as any complimentary gifts or accessories that came along with it.

   How will I get refunded for the returned orders and how long will this process take?

        In case of a return/replacement/refund, we process the refund once the   products have been received and verified at our warehouse. 

  • For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours or as soon as the service provider complies, after receipt of the products back to us. It may take 2-3 additional business days for the amount to reflect in your account.
  • For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
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