Return and refunds

1. What is mcubes India?

mcubes India is a company incorporated under the laws of India, having its registered office at Midhunam, Mannancherry P.O, North of Aiyankali, Alappuzha – 688 538, Kerala, India (mcubes). We are a retail company that offers various retail solutions, specializing in a wide range of puzzles, including speed cubes, twisty puzzles, and accessories. Through our website, themcubes.in, and our mobile and tablet applications (“Platforms”), we facilitate the sale and purchase of these products (“Products”) by our users (“Users”).

2. Cancellation, Return, and Refund Policy Overview

This Cancellation, Return, and Refund Policy, together with our Terms of Use, outlines the procedures and conditions for: (a) Product cancellations before the Product is delivered; and (b) Product returns after a Product has been delivered. Any return or cancellation is strictly governed by the terms and conditions outlined in this document.

By initiating a purchase on our Platforms, you acknowledge that you have read, understood, and agree to be bound by this policy without modification. If you do not agree to these terms, you are advised not to accept the Terms of Use and to discontinue using our Platforms. We will accept a return or issue a refund only if products arrive in a state that does not match their product description, including instances of being damaged or in an incorrect condition.

Key Conditions for Returns

• A refund can be requested within 30 days from the date of delivery if the item is not received. This also applies to pre-order or back-order products that have not been delivered within this timeframe.
• For products that are delivered in the wrong state, have an incorrect color, or do not match their product description or specifications, you are eligible for a 7-day return period from the date of delivery.
• Unboxing videos are a mandatory requirement for all return requests concerning wrong, damaged, or incorrect items. The video must be a single, continuous, unedited, high-quality recording that clearly shows the entire unboxing process from a sealed package. The video must clearly show the issue and must be submitted along with the return request. Any evidence of a “fake” or edited unboxing video, such as cuts, pauses, or manipulation of the packaging, will result in immediate rejection of the claim. Requests will be rejected if the video is unclear, has hidden unboxing parts, is edited, or is of low quality.
• The return request will be rejected if the issue cannot be clearly identified through the video evidence, if the required video is not provided, or if the evidence is deemed insufficient.
• All required evidence, excluding the unboxing video, must be provided within 24 hours of our request. Failure to do so will result in the rejection of the return request.
• For electronic products or cube timers, return requests must be made within 7 days of delivery.
• Returns are not accepted for used products. Due to the nature of puzzles and their components, minor surface imperfections or slight scratches are common, especially on glossy finishes, and will not be accepted for a return. If a piece is completely damaged or unusable due to a manufacturing mistake, we may provide a new spare piece, but this does not qualify for a full product return.
• A product is not eligible for a return or refund if the issue is a minor modification to the external packaging, such as a change in box color or design.
• If a product is received with a scratch, we will issue a replacement piece for that part. This replacement may take up to 30 days to deliver after the request is approved. We will not replace the entire cube in these cases.

3. Terms of Cancellation

3.1. Cancellation Before Dispatch

• A User may fully or partially cancel an order before it has been dispatched from our warehouse. We reserve the right to cancel any order at our sole discretion, including for reasons of suspected fraudulent activity.
• Digital products cannot be canceled once payment has been successfully completed. Please be certain of your purchase before completing the transaction.
• If a cancellation is approved, a full refund will be issued to the original payment method.
• Once an order has been dispatched from our warehouse, we do not accept cancellations.
• Pre-order and back-order purchases are final and non-refundable. The estimated date of arrival shown on the product page is an approximation and is subject to change. Cancellations for these items are not accepted after payment.

3.2. Policy on Multiple Cancellations

• To prevent the misuse of our platform and to ensure a fair and efficient service for all customers, we reserve the right to restrict the use of the Cash on Delivery (COD) payment option for users who have a history of multiple cancellations. This policy is in place to minimize operational costs associated with handling and processing orders that are not fulfilled.

4. Terms of Return and Refund

• Return and refund requests are not accepted if the customer chooses the wrong color, size, or product by mistake. We encourage you to double-check your order before confirming your purchase.
• Electronics and Timers: These products may be returned only in cases of defects or deficiencies. The return request must be initiated within 7 days from the date of delivery.
• Puzzles and Toys: Certain products may be specified as ‘non-returnable’ on their respective product pages. Other puzzles and toys may be returned only in cases of defects, damages, or if an incorrect product was shipped. The return request must be initiated within 7 days from the date of delivery.
• Non-electronic Products (excluding puzzles/toys): The request for a return must be initiated within 30 days from the date of delivery.
• Refunds for returns will be processed only after the product has been received at our warehouse and has passed a quality check.

4.1. The Return Process

1. Log in to your account and visit the “My Account” section on our Platforms.
2. Select the order you wish to return and follow the instructions to initiate a return request.
3. You must provide a copy of the original invoice, an image of the product and its packaging, and the mandatory unboxing video for our reference.
4. At the time of the request, you must specify your preferred refund method.
5. A pick-up for the product will be arranged within the timelines communicated by mcubes.
6. We will initiate the refund or replacement only after the returned products are received and pass our quality check.

4.2. Return Conditions

Return of or refund for purchased Products shall not be entertained if:

• The product has been used for reasons other than checking for a manufacturing defect. We reserve the right to reject a return if we determine the product has been used.
• The product has been washed or exposed to any substance.
• The price tags, brand tags, box, original packaging, and accessories have been damaged or discarded by the User.
• The serial number/bar code of the product does not match our records.
• Accessories delivered with the product (e.g., stands, bags) are not returned in an undamaged condition.
• There are any dents, scratches, tears, or other damage to the products that are not related to a manufacturing defect.
• In the case of electronics, if the products are not sealed in the original poly jiffy bag provided by mcubes.
• Gifts or bundled items accompanying the purchased product have not been returned, or they show signs of use.
• The returned product is fake, counterfeit, or damaged in a way that is not a manufacturing defect.
• We determine that the product has been rendered defective or unusable due to misuse by the user.

4.3. Failed Delivery Attempts

• If a customer refuses to accept a delivery, they are eligible for one additional delivery attempt. If they fail to accept the second attempt, the package will be returned to us.
• A refund for such cases will only be initiated once the package is returned and accepted by mcubes.
• Payments made via Partial COD are strictly non-refundable for any reason. We may, however, credit the amount paid online as a coupon for future use.
• In the event of a failed delivery that is not the customer’s fault (e.g., courier error), you must report this to us immediately so we can arrange a redelivery at no extra cost.
• If we require clarification regarding a delivery issue and the customer fails to respond within 7 days, the refund will be processed as per our policy, and no changes can be applied later.

5. Contact Information

If you have any questions or concerns about this policy, please contact our customer support team at:

• Email: howdy@themcubes.in

6. Fraudulent Orders and Chargeback Policy

6.1. Fraudulent Orders and Activity

• We take all forms of fraud seriously. Any order that is identified as fraudulent, suspicious, or placed using unauthorized or stolen payment information will be canceled and reported to the relevant authorities. We reserve the right to cancel any order at our sole discretion for security and fraud prevention purposes.
• Actions that may be considered fraudulent include, but are not limited to, the use of stolen credit/debit card details, provision of incorrect or false delivery information with intent to defraud, or engaging in any activity that violates our Terms of Use.
• Any User found to be engaging in fraudulent activity may have their account permanently suspended, be banned from using our Platforms, and may be subject to legal action and prosecution under applicable Indian law, including the Indian Penal Code, 1860 and the Information Technology Act, 2000.

6.2. Chargeback Policy

• A chargeback is a serious matter. If you are not satisfied with your purchase, or if there is an issue with your order, we kindly request that you contact our customer support team at howdy@themcubes.in to resolve the matter first. This allows us to offer a refund, replacement, or other appropriate resolution in a timely manner.
• If a chargeback is initiated by a User without first attempting to resolve the issue with us, we will, without prejudice to our other rights, provide all relevant documentation and evidence (including order details, proof of delivery, and communication history) to the payment processor to dispute the claim.
• Users who initiate fraudulent chargebacks will have their account suspended indefinitely and may be prohibited from making future purchases on our Platforms. We reserve the right to recover any costs, fees, or damages incurred as a result of a fraudulent chargeback.

7. Governing Law and Jurisdiction

• This Cancellation, Return, and Refund Policy, and any disputes or claims arising out of it, shall be governed by and construed in accordance with the laws of the Republic of India.
• The courts in Alappuzha, Kerala shall have exclusive jurisdiction to entertain any suit, proceeding, or legal action arising out of this policy or any matters related to our Platforms.
• This policy is subject to all applicable laws and regulations in India, including but not limited to the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, to the extent applicable.