Refund and Returns Policy

Eligibility

You may raise a return/ replacement request for any of the following reasons.

Product is physically damaged in transit. (Ideally, you should not accept the package if you receive a damaged consignment as evident from the packaging)
Product has manufacturing defect and is not working properly (in case of equipment/instrument)
Product has less than 1 months left from expiry date (in case of perishable products)
Some part/accessory of the product that should be included is missing
Received wrong product

You are required to raise your request on maktrexint@gmail.com* with appropriate documentation/ proof including but not limited to the following
- Photos/videos of the product showing the relevant issue/defect
- Photo of shipping label with order ID
- Photo/soft copy of bill/invoice
If any further clarification is needed, MB executive will reach out to you before approving the return request over email. Maktrex International may not be able to provide a replacement in case of incomplete or inaccurate information provided by you.
Operations team will initiate return collection within 3 working days of request approval
Post receipt of returned produced, the QA/ QC team will check and approve the return. After approval from QA/QC, replacement process will be initiated. SLA for returns approval to replacement initiation is 7 working days

You should initiate request within 7 days after receiving the product(s).
Replacement would be offered against all returns request. In case, the product is out of stock and cannot be replaced at the time of request, then refund will be issued through payment gateway/credit note/ coupon.
Sterile products (vaccines, resins etc) will be applicable for return only in case of wrong product delivery
Maktrex International at its discretion can deny a request for replacement if it considers the request to not be genuine.
Returned products are approved for refund/ replacement once our quality assurance/quality control team has checked and approved the returned product for below compliance:
- It should be complete – no missing parts or accessories
- It should be unused
- It should be undamaged
- It should not have any custom engraving/embroidery/ design etc done at the time of order placement

You are eligible for order cancellation and refunds if
- Order is cancelled within 6 hours and the order has not been shipped.
- The delivery is delayed by more than 21 days from date of order placement. (Not applicable for made to order items, heavy equipment, devices and furniture)
- The above cancellation policy does not apply for items that are specially procured for you. We may however consider your request for such cancellation at our discretion.

Refund will be initiated on confirmation of cancellation by our team, and you will receive an email notification on the same.
MODES OF REFUND : Your relationship manager will reach out to you to know your refund preference.
- The refund to designated card/bank account/UPI account through payment gateway will be reversed back to you within 7 days of receipt of the returned goods/ cancellation
- Refund by NEFT / RTGS transfer to your bank account will be processed within 10 days of receipt of the returned goods/ cancellation.

Delivery OTP will be shared on registered mobile number and registered mail id only.
Delivery person will reach out to you on registered mobile number only.
Delivery person will make 3 attempts of delivery. Failing to deliver in 3 attempts will lead to return of the shipment.
In case of wrong/damaged goods, take a picture of received goods and share with Maktrex International within 24 hrs on mail at maktrexint@gmail.com.
In case of delivery confirmation message without receiving goods. Maktrex International must be informed within 24 hrs on mail at maktrexint@gmail.com.
In-case of return, 2 attempts of pick up will be made.
At the time of pickup, please make sure that the pick-up person seals the package in front of you.