Refund policy | Mahova

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Returns & Refunds policy

Version: 1.0
Effective Date: 28/06/2026
Last Updated: 28/06/2026

1. INTRODUCTION

At Mahova Creation LLP, every product is manufactured or customized specifically according to the individual requirements provided by our Customers. Unlike standard retail products, most of our products are personalized and made exclusively for the Customer placing the order.

This Refund, Return, Cancellation, Payment & Shipping Policy ("Policy") explains how orders are processed, when cancellations may be accepted, the circumstances under which refunds or replacements may be provided, our payment process, shipping practices and the responsibilities of both Mahova Creation LLP and the Customer.

By placing an order through our Website or any officially approved ordering channel, you acknowledge that you have read, understood and agreed to this Policy.

This Policy should be read together with our:

Terms of Sale, Website Use & Customer Agreement; and
Privacy Policy.

2. BUSINESS MODEL

2.1 Customized Manufacturing

Mahova Creation LLP primarily manufactures customized and made-to-order products.

Each product is produced according to the Customer's personalization requirements, including but not limited to names, initials, logos, artwork, photographs, text, dates and other customization details.

Because these products are specifically created for an individual Customer, they generally cannot be resold, reused or repurposed for another customer.

2.2 No Cash on Delivery

Mahova Creation LLP currently operates on a 100% advance payment basis.

Cash on Delivery (COD) is not available for any order unless expressly announced by Mahova Creation LLP in the future.

2.3 Production After Payment

Production of an order begins only after:

(a) the full payment has been successfully received by Mahova Creation LLP; and

(b) where applicable, the Customer has approved the design proof requested by them.

Orders shall not enter production based solely on payment screenshots, payment initiation messages or verbal confirmations.

3. PAYMENT POLICY

3.1 Accepted Payment Methods

Customers may complete payment using:

(a) the UPI ID displayed during the checkout process and in the order confirmation email; or

(b) bank transfer details provided by Mahova Creation LLP upon request.

Additional payment methods may be introduced in the future at the sole discretion of Mahova Creation LLP.

3.2 Payment Confirmation

An order shall be considered confirmed only after the full payment amount has been successfully credited to the designated account of Mahova Creation LLP.

Payment pending with a bank, payment gateway or UPI application shall not be treated as successful payment.

3.3 Failure to Complete Payment

If payment is not received within the time specified by Mahova Creation LLP, the Company reserves the right to cancel the order without prior notice.

Any pricing, promotional offers or stock availability applicable at the time of placing the order may not be available if the Customer places a fresh order at a later date.

3.4 Duplicate or Excess Payments

Where a Customer accidentally makes duplicate or excess payments for the same order, Mahova Creation LLP will verify the transaction and refund the excess amount through the original payment method or another mutually agreed method within a reasonable time.

4. ORDER CANCELLATION POLICY

4.1 Cancellation Before Production

Customers may request cancellation of an order before production has commenced.

Cancellation requests shall be reviewed by Mahova Creation LLP based on the production status of the order.

If production has not started, Mahova Creation LLP may accept the cancellation and process a refund after deducting any applicable payment gateway charges, transaction fees or other non-recoverable costs, where applicable.

4.2 Cancellation After Production Begins

Once production, engraving, printing, personalization or any manufacturing process has commenced, the order cannot be cancelled, except where required by applicable law.

This is because customized products are manufactured specifically according to the Customer's individual requirements and cannot ordinarily be resold.

4.3 Refusal to Accept Delivery

Refusal by the Customer to accept delivery of a customized product shall not entitle the Customer to cancellation, refund or replacement.

Where a shipment is returned due to refusal, incorrect address, repeated failed delivery attempts or non-availability of the recipient, the Customer shall remain liable for the full order value and any additional shipping or handling charges incurred for re-dispatch.

5. RETURN POLICY

5.1 General Policy

As the majority of products sold by Mahova Creation LLP are customized and made specifically for individual Customers, returns are not accepted after delivery.

Customized products cannot ordinarily be returned because they have no resale value to another customer.

5.2 Circumstances Where Returns Are Not Accepted

Returns shall not be accepted for reasons including but not limited to:

(a) change of mind;

(b) incorrect product selected by the Customer;

(d) dissatisfaction with colour variations arising from screen settings;

(e) natural variations in wood, bamboo, marble, slate, leather, acrylic or other materials;

(f) minor engraving or printing variations that do not materially affect the appearance or functionality of the product;

(g) delay caused by courier partners after dispatch; or

(h) any reason specifically excluded under this Policy or the Terms of Sale.

5.3 Customer Errors

Mahova Creation LLP shall not be responsible for returns arising from inaccurate or incomplete customization details provided by the Customer.

Where a replacement is requested due to Customer error, such replacement shall be treated as a fresh order and charged accordingly.

6. REFUND POLICY

6.1 General Rule

As customized products are manufactured exclusively for individual Customers, Mahova Creation LLP follows a strict no-refund policy once production has commenced.

Refunds shall be provided only in the limited circumstances expressly mentioned in this Policy or where required by applicable law.

6.2 Circumstances Where Refunds Will Not Be Granted

Refund requests shall not be accepted in cases involving:

(a) change of mind after placing the order;

(b) personal preference;

(d) incorrect information provided by the Customer;

(e) refusal to accept delivery;

(f) inability to receive the shipment due to Customer unavailability;

(g) courier delays beyond Mahova Creation LLP's reasonable control;

(h) natural characteristics of materials used in production;

(i) normal manufacturing tolerances; or

(j) any circumstance specifically excluded under this Policy.

6.3 Refunds Required by Law

Nothing in this Policy shall limit any rights available to Customers under applicable consumer protection laws.

Where a refund is legally required, Mahova Creation LLP shall process the refund in accordance with applicable law after verification of the claim.

7. REPLACEMENT POLICY

7.1 General

As Mahova Creation LLP manufactures customized products, replacements shall be provided only where Mahova Creation LLP determines that the product delivered contains a verified manufacturing defect, transit damage or fulfilment error attributable solely to Mahova Creation LLP.

Replacement shall be the primary remedy wherever applicable. Refunds shall only be considered in exceptional circumstances where replacement is not reasonably possible or where required under applicable law.

7.2 Circumstances Eligible for Replacement

Subject to successful verification, a replacement request may be considered where:

(a) the Customer receives a product different from the confirmed order;

(b) the product has sustained damage during transit;

(d) an item forming part of the order is missing from the package due to an error by Mahova Creation LLP.

All such claims shall be subject to verification in accordance with this Policy.

7.3 Circumstances Not Eligible for Replacement

Replacement requests shall not be accepted where:

(a) incorrect names, dates, spellings, logos or other customization details were submitted by the Customer;

(b) the Customer approved the artwork or design proof containing the alleged error;

(c) the claim relates to natural characteristics of wood, bamboo, marble, slate, leather, metal, acrylic or other materials;

(d) the claim relates to minor variations in engraving depth, colour tone, texture, finish or placement that do not materially affect the product;

(e) the product has been damaged due to misuse, negligence, improper storage, accidental impact or normal wear and tear after delivery;

(f) the Customer fails to comply with the claim procedure specified in this Policy.

8. DAMAGE, MISSING ITEM AND INCORRECT PRODUCT CLAIMS

8.1 Mandatory Reporting Period

Any claim relating to:

(a) damaged products;

(b) missing products;

(d) incomplete orders; or

(e) visible manufacturing defects,

must be reported to Mahova Creation LLP within 24 hours from the time of delivery.

Claims received after this period may be declined.

8.2 Mandatory Uninterrupted Unboxing Video

An uninterrupted unboxing video is mandatory for every claim relating to damage, missing products or incorrect products.

The video must:

(a) begin before opening the courier package;

(b) clearly show all sides of the sealed package;

(d) continue without any pause, edit, cut or interruption;

(e) capture the complete opening of the package; and

(f) clearly show the condition of all products immediately after opening.

Failure to provide such video may result in rejection of the claim.

8.3 Edited or Incomplete Videos

Videos containing pauses, edits, cuts, multiple recordings, missing footage or interruptions shall not be treated as valid evidence.

Mahova Creation LLP reserves the right to reject claims supported by incomplete or manipulated recordings.

8.4 Additional Evidence

Mahova Creation LLP may request additional information including:

photographs;
videos;
courier packaging;
shipping labels;
invoice copies;
product images;
any other information reasonably required for claim verification.

The Customer agrees to cooperate fully during the verification process.

9. SHIPPING POLICY

9.1 Shipping Coverage

Mahova Creation LLP currently ships products only within India.

International shipping may be introduced in the future under separate terms and conditions.

9.2 Courier Partners

Mahova Creation LLP may use one or more reputed logistics providers including but not limited to:

Tirupati Courier;
India Post (Speed Post);
DTDC;
Blue Dart;
Maruti Courier; or
any other logistics provider selected by Mahova Creation LLP.

The choice of courier partner shall remain solely at the discretion of Mahova Creation LLP.

9.3 Estimated Shipping Timeline

Estimated dispatch and delivery timelines communicated on the Website, by email, WhatsApp or otherwise are approximate estimates only.

Actual delivery may vary due to:

(a) courier operations;

(b) weather conditions;

(d) public holidays;

(e) remote delivery locations;

(f) natural disasters;

(g) government restrictions; or

(h) other circumstances beyond the reasonable control of Mahova Creation LLP.

Such delays shall not constitute grounds for refund or cancellation.

9.4 Customer Responsibility

The Customer shall ensure that:

(a) the delivery address is complete and accurate;

(b) the recipient is available to accept delivery;

Mahova Creation LLP shall not be responsible for failed deliveries arising from incorrect information provided by the Customer.

10. FAILED DELIVERY

10.1 Non-Delivery Due to Customer

Where delivery fails because:

(a) the Customer refuses delivery;

(b) the recipient is unavailable;

(d) delivery attempts remain unsuccessful; or

(e) the shipment is returned by the courier,

the Customer shall remain responsible for all applicable re-shipping charges.

Refunds shall not be available in such cases.

10.2 Returned Shipments

Returned customized products shall not automatically qualify for cancellation or refund.

Mahova Creation LLP may re-dispatch the shipment upon payment of applicable shipping and handling charges.

11. RISK OF LOSS

Ownership of the product shall pass to the Customer only after full payment has been received.

The risk of accidental loss or damage shall transfer to the Customer upon delivery of the shipment to the address specified in the order.

Any loss occurring after successful delivery shall remain the responsibility of the Customer.

12. CLAIM VERIFICATION

Every claim submitted under this Policy shall be independently reviewed by Mahova Creation LLP.

Submission of a claim shall not automatically entitle the Customer to a refund, replacement or compensation.

Mahova Creation LLP reserves the right to:

(a) inspect the evidence submitted;

(b) consult courier records;

(d) examine packaging photographs;

(e) verify shipment details; and

(f) request additional information before arriving at a final decision.

The decision of Mahova Creation LLP shall be based upon the available evidence, applicable law and the terms of this Policy.

13. FRAUD PREVENTION

13.1 Right to Verify Claims

Mahova Creation LLP reserves the right to verify the authenticity of any order, payment, claim, replacement request or refund request before taking any action.

Verification may include review of production records, payment records, courier information, customer communications, photographs, videos and any other relevant evidence.

13.2 Fraudulent Claims

Mahova Creation LLP reserves the right to reject any claim where it reasonably believes that:

(a) false or misleading information has been provided;

(b) evidence has been altered, edited or manipulated;

(d) duplicate or multiple claims have been submitted for the same issue; or

(e) the claim is otherwise fraudulent or dishonest.

Where fraud is suspected, Mahova Creation LLP may refuse future orders, suspend customer accounts or take any other action permitted under applicable law.

13.3 False Evidence

Submission of fabricated, edited or misleading photographs, videos, invoices, payment proofs or other documents shall be treated as misuse of this Policy.

Mahova Creation LLP reserves the right to reject such claims without further review.

14. CHARGEBACKS AND PAYMENT REVERSALS

14.1 Customer Obligation

Customers agree to contact Mahova Creation LLP and provide a reasonable opportunity to resolve any concern before initiating a chargeback, payment reversal or banking dispute.

14.2 Evidence Submission

Where a payment dispute or chargeback is initiated after production or dispatch, Mahova Creation LLP may submit all relevant evidence to the payment service provider, financial institution or competent authority, including but not limited to:

(a) order records;

(b) invoices;

(d) design approvals;

(e) WhatsApp communications;

(f) email correspondence;

(g) production records;

(h) packaging photographs;

(i) dispatch records;

(j) courier tracking information; and

(k) proof of delivery.

14.3 Recovery of Losses

Where a chargeback or payment reversal is determined to be fraudulent or without reasonable basis, Mahova Creation LLP reserves the right to recover any resulting losses, costs, bank charges or legal expenses through appropriate legal remedies available under applicable law.

15. CUSTOMER MISREPRESENTATION

The Customer shall not knowingly provide false, incomplete or misleading information while placing an order or making a claim.

Mahova Creation LLP shall not be responsible for any loss arising from inaccurate information supplied by the Customer, including incorrect delivery details, customization instructions or contact information.

16. RESERVATION OF RIGHTS

Mahova Creation LLP reserves the right to:

(a) refuse or cancel any order prior to production where fraud, misuse or legal concerns are reasonably suspected;

(b) reject any claim that does not comply with this Policy;

(d) suspend or discontinue services to Customers who repeatedly misuse this Policy; and

(e) exercise any other rights available under applicable law.

17. ELECTRONIC RECORDS

The Customer acknowledges and agrees that electronic records maintained by Mahova Creation LLP, including emails, WhatsApp conversations, invoices, payment confirmations, production logs, packaging records, courier tracking details and other digital records, may be relied upon for verifying orders, resolving disputes and establishing the sequence of events relating to a transaction.

Such records shall be maintained and used in accordance with applicable law.

18. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law:

(a) Mahova Creation LLP shall not be liable for indirect, incidental, special, consequential or punitive damages arising from any order or claim;

(b) Mahova Creation LLP shall not be liable for loss of profits, business opportunities, goodwill, anticipated savings or other indirect losses;

(c) the total liability of Mahova Creation LLP arising from any order shall not exceed the amount actually paid by the Customer for the specific product giving rise to the claim.

Nothing in this Policy shall exclude or limit liability where such exclusion is prohibited by law.

19. FORCE MAJEURE

Mahova Creation LLP shall not be responsible for any delay or failure in performing its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to:

(a) natural disasters;

(b) floods;

(d) fire;

(e) pandemics or epidemics;

(f) war or civil unrest;

(g) strikes or labour disputes;

(h) government restrictions;

(i) transportation disruptions;

(j) internet or communication failures;

(k) machinery breakdowns; or

(l) shortages of raw materials.

During the continuation of such events, production and delivery timelines may be reasonably extended.

20. CHANGES TO THIS POLICY

Mahova Creation LLP reserves the right to amend, modify or update this Policy at any time.

The revised version shall become effective upon publication on the Website unless otherwise stated.

Continued use of the Website or placement of orders after publication of the updated Policy shall constitute acceptance of the revised version.

21. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of India.

Subject to the rights available to consumers under applicable law, the courts at Ahmedabad, Gujarat shall have exclusive jurisdiction over any dispute arising out of or relating to this Policy or any transaction with Mahova Creation LLP.

22. SEVERABILITY

If any provision of this Policy is held to be invalid, unlawful or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue to remain valid and enforceable to the fullest extent permitted by law.

23. WAIVER

Failure by Mahova Creation LLP to enforce any provision of this Policy shall not constitute a waiver of that provision or of any other provision.

24. ENTIRE POLICY

This Refund, Return, Cancellation, Payment & Shipping Policy forms an integral part of the Terms of Sale, Website Use & Customer Agreement and should be read together with the Privacy Policy.

Together, these documents constitute the complete understanding between the Customer and Mahova Creation LLP regarding refunds, returns, cancellations, payments and shipping.

25. CONTACT US

If you have any questions regarding this Policy or require assistance with your order, you may contact us using the details below:

Mahova Creation LLP

Registered Office:
Shop 111, First Floor,
PNTC – Prahlad Nagar Trade Center,
Radio Mirchi Road, Satellite,
Ahmedabad – 380015, Gujarat, India.

Customer Support Email:
mahovacreation@gmail.com

Customer Care:
+91 93272 93394