Return & Exchange/Cancellation
Returns, Exchange & Cancellation
Honest, clear, and human — the way it should be.
At Mashroo, we put real care into every piece we ship. Here's everything you need to know about cancelling, returning, and getting help with your order.
Order Cancellation
We understand minds change. You can cancel your order anytime before it has been dispatched. We try to dispatch as soon as possible — at most within 3–4 working days from when the order is placed.
How to Cancel Your Order
- Email support@mashroostore.com with your order number (e.g., #1234)
- Mention the reason for cancellation — optional, but it helps us improve
- We'll check the dispatch status and confirm cancellation within 24 hours
- Once approved, the refund is processed within 2 working days from our side
- Funds typically reach your account in 5–10 working days, depending on your bank or payment provider
For urgent cancellation requests, WhatsApp us at +91 9136762965 — replies are typically faster during business hours.
If you refuse delivery once your order has been dispatched, international packages are typically destroyed by customs rather than returned to India — the return shipping cost is higher than the order itself. In this case, we're unable to issue a refund.
Returns & Exchange Policy
We're a small atelier shipping from India. Every order traveling overseas passes through customs, multiple carriers, and long distances — which means reverse logistics (sending things back) costs more than the garment itself in most cases.
For this reason, we cannot accept returns or exchanges for change of mind, size issues, or color preferences. Please use our size guide carefully before ordering, and reach out on WhatsApp if you need help choosing.
If your order arrives damaged, defective, or different from what you ordered, we will absolutely make it right with a refund or replacement.
What Qualifies as a Valid Claim
- Garment arrives torn, stained, or physically damaged
- Manufacturing defect (loose stitching, missing button, broken zip)
- Wrong item shipped (different product, different color)
- Visibly faded or discolored upon arrival
What Does NOT Qualify
- Wrong size ordered (use our size chart before purchasing)
- Change of mind or color preference
- Minor shrinkage after washing (we mention 2–3% in care notes)
- Damage from improper washing or wear
How to Raise a Claim
- Email us at support@mashroostore.com within 48 hours of delivery
- Include your order number in the subject line
- Attach 3–4 clear photos showing the issue and the garment laid flat
- Tell us briefly what went wrong
What Happens Next
- We respond within 2 working days
- If your claim is valid, we offer either a full refund to your original payment method or a free replacement shipped at no extra cost
- Refunds reach your account within 5–10 working days depending on your bank
- You don't need to return the damaged item — keep it or discard it
Customs duties or import taxes charged by your country are not refundable by us — those are paid to your government, not to Mashroo. We can refund the garment price and shipping only.
We're real people, ready to help.
Email support@mashroostore.com
or WhatsApp us at +91 9136762965
⊹ Replies within 24 hours · Monday to Saturday ⊹