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Return and Refund Policy

Return and Refund Policy

Effective Date: October 2025
Company Name: Madan Mohan Global (Brand: Terraraft)
Proprietor: Mousumi Roy Pal
Registered Address: Holding No. 650/1,15539/1, Palash Bari Road, Cooch Behar, P.O: Cooch Behar HO, P.S: Kotwali, District: Cooch Behar, West Bengal – 736101
Municipality Trade License No.: 0917P276424174853

At Terraraft by Madan Mohan Global, customer satisfaction is our top priority. Every product we offer is handcrafted with care and undergoes thorough quality checks before shipping. However, we understand that there may be situations where a return, exchange, or refund is required. This Return and Refund Policy explains when and how such requests can be made.

By purchasing from our Website, you agree to the terms of this Policy.

1. General Eligibility for Returns

  1. Returns are accepted only for products that meet the following conditions:

    • The product is unused, unwashed, and undamaged.

    • The product is returned in its original packaging with all tags, labels, and accessories intact.

    • The return request is initiated within 7 calendar days of delivery for domestic orders.

  2. Products not eligible for return include:

    • Customized or personalized items.

    • Discounted or clearance products marked as Final Sale.

    • Items damaged due to customer negligence, mishandling, or improper storage.

    • Perishable or consumable goods (if any are introduced in our catalog).

2. Return Process

  1. Initiating a Return:

    • Customers must email us at madanmohanglobal.cob@gmail.com or call +91 7365811798 within the return window.

    • Include the order number, product details, and reason for return.

    • Provide photographs or videos if the product is defective, damaged, or incorrect.

  2. Return Authorization:

    • Once approved, our team will share a Return Authorization Number (RAN) and courier details.

    • Unauthorized returns (without an RAN) will not be accepted.

  3. Shipping the Return:

    • For defective or incorrect items, Terraraft will arrange reverse pickup at no extra cost (within India).

    • For voluntary returns (change of mind, size preference, etc.), customers bear the return shipping cost.

  4. Inspection and Approval:

    • Once we receive the returned item, it will undergo inspection within 3–5 business days.

    • Approved returns will proceed for refund or replacement.

3. Refund Policy

  1. Refund Modes:

    • Refunds are processed to the original payment method (credit/debit card, UPI, wallet, or net banking).

    • For COD orders, refunds will be issued via bank transfer or store credit.

  2. Refund Timeline:

    • Refunds are initiated within 7–10 business days of return approval.

    • Banks and payment providers may take additional time to reflect the amount in your account.

  3. Partial Refunds:
    Refunds may be partial in the following cases:

    • Products returned in used or damaged condition.

    • Missing accessories or incomplete packaging.

    • Voluntary returns where shipping fees are non-refundable.

  4. Non-Refundable Items:

    • Shipping charges, COD handling fees, customs duties, and gift wrap charges are non-refundable.

4. Exchanges

  • Exchanges are available for the same product in a different size, design, or color, subject to stock availability.

  • If the requested product is unavailable, customers may opt for store credit or refund.

  • Exchange requests must follow the same process as returns.

5. Damaged, Defective, or Wrong Items

  1. If you receive a damaged or defective product, report the issue within 48 hours of delivery.

  2. Provide clear photographs of:

    • The outer packaging.

    • The product itself.

    • The damage/defect in question.

  3. After verification, we will arrange a free replacement or refund.

  4. If the wrong product was delivered, we will bear all return and re-shipping costs.

6. International Orders

  1. No Voluntary Returns: At present, we do not accept returns or exchanges on international orders unless the product is defective or damaged on arrival.

  2. Damage Reporting: Issues must be reported within 72 hours of delivery with photographic evidence.

  3. Customs Duties: Refunds will not include customs duties, import taxes, or clearance fees paid at destination.

  4. Lost Parcels: If the shipment is lost before delivery, we will either resend the product or issue a refund.

7. Cancellations

  1. Before Dispatch: Orders can be cancelled within 24 hours of placement or until dispatch, whichever is earlier. Full refunds will be issued.

  2. After Dispatch: Orders cannot be cancelled once shipped. If refused at delivery, refunds will be processed after deducting shipping charges.

8. Store Credit

  • Customers may choose store credit instead of a monetary refund.

  • Store credits are valid for 6 months from the date of issuance.

  • They can be used against any future purchase on the Website.

9. Late or Missing Refunds

If you have not received a refund within the expected timeframe:

  1. Recheck your bank account.

  2. Contact your credit card provider or bank.

  3. If the issue persists, contact us at madanmohanglobal.cob@gmail.com.

10. Customer Responsibilities

  • Ensure products are securely packed to avoid damage in return transit.

  • Include all original invoices, return forms, and authorization slips in the package.

  • Provide accurate bank details if refund requires manual transfer.

11. Company’s Rights

  • Terraraft reserves the right to refuse a return if the product does not meet eligibility conditions.

  • We may limit returns for customers with excessive return history.

  • In case of fraud, abuse, or policy misuse, we may suspend return/refund privileges.

12. Force Majeure

We are not liable for delayed returns or refunds caused by events beyond our control, such as courier strikes, natural calamities, or government restrictions.

13. Governing Law and Jurisdiction

  • This Policy shall be governed by the laws of India.

  • All disputes are subject to the exclusive jurisdiction of courts in Cooch Behar, West Bengal.

14. Contact Information

For queries related to returns and refunds, contact:

Madan Mohan Global (Terraraft)
Holding No. 650/1,15539/1, Palash Bari Road,
Cooch Behar HO, P.S: Kotwali,
District: Cooch Behar, West Bengal – 736101
Email: madanmohanglobal.cob@gmail.com
Phone: +91 7365811798

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