Refund policy

Thank you for choosing Mascade. We’re committed to delivering quality products and customer satisfaction. Please read our return and refund policy carefully.

Eligibility for Return or Refund

To be eligible for a return or refund, you must provide clear proof that the item was damaged or defective at the time of delivery.

You must:

  • Submit clear photographs or video evidence showing the issue.

  • Include the following:

    • Close-up and full-shot images of the defect or damage

    • A photo/video of the original packaging with the shipping label visible

    • If possible, an unedited unboxing video is strongly recommended to support your claim.

Time Frame

  • Claims must be submitted within 48 hours of receiving the order.

  • Claims submitted after this period will not be accepted.

Return Conditions

To be eligible for a return:

  • The item must be unused, unwashed, and returned in the original packaging with all tags attached.

  • Returns are not accepted for size issues (please refer to our size chart before ordering).

Non-Eligible Cases

We do not accept returns or refunds in the following scenarios:

  • Damage caused after delivery (e.g., accidental damage, washing)

  • Wrong size ordered by the customer

  • Slight color variations due to lighting or screen display

  • Change of mind after delivery

How to Request a Return or Refund

Follow these steps:

  1. Email us at support@mascade.in or WhatsApp us at +91-9983665673

  2. Use the Subject: Return Request – Order #[YourOrderID]

  3. Attach the required proof (images/video)

Our team will verify your request and respond within 2–3 business days.

Refund Process

  • Once your return is approved, you may choose between:

    • A refund to your original payment method, or

    • A 100% store credit for future purchases

  • Important Note:
    For the first return, we will inspect and correct the issue and replace the product.
    If the customer is still not satisfied after receiving the replacement, only then will a refund be processed.

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at support@mascade.in. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at support@mascade.in.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at support@mascade.in.

  • Refunds are processed within 5–7 business days after the final return is approved.

Thank you for being a part of the Mascade community. We appreciate your trust and will always work to ensure a smooth experience—as long as our policies are respected.