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

• (Applicable to Defective or Incorrect Items Only)
  We maintain a strict return policy to ensure fairness and product integrity. Returns, refunds, or replacements are accepted only in cases of genuine defects, damage, or incorrect items received. Please note that actual product color may vary slightly different due to lighting and screen settings, these reasons are not eligible for return or replacement. Please review the policy carefully before making a purchase. If you are no longer interested and the purchased item was not used, you are eligible for a return within 7 days from the delivery date. Make sure items are unused or not opened. The customer is liable for all applicable return costs for such cases.
• 
  Return Eligibility & Timeframe
  Returns or replacements are accepted only under the following conditions:
  If the product is damaged, defective, or incorrect at the time of delivery.
  If the product is not delivered within 30 days of delivery confirmation, including pre-order or back-order items (calculated from the expected delivery date).
  Time limits to raise a request:
  
• Damaged / defective/incorrect products: within 7 days of delivery.
  
• Electronic products and cube timers: within 7 days of delivery.
  
• Requests raised after these timeframes will be automatically rejected.
  
• Returns are not accepted for reasons such as change of mind, preference, or compatibility issues.
  
  Product Condition for Returns
  To be eligible for a return or replacement:
  The product must be unused, unmodified, and in original condition.
  Products that show any signs of use, wear, alteration, or tampering are not eligible.
  Minor cosmetic variations, such as light surface marks, micro scratches (especially on glossy or transparent finishes), or mold marks, are considered normal and do not qualify as defects.
  Changes in external packaging, box design, or color do not qualify for return or refund. Customers are eligible for 7 days to return the item if they no longer needed. The customer is fully liable for all return ad aplicable taxex. Customer must return the item as it is without opening or using it.
  
  Damaged, Defective, or Incorrect Items (Mandatory Proof)
  For any damaged, defective, or incorrect item, a mandatory unboxing video is required.
  The unboxing video must:
  Be a single, continuous, unedited recording
  Clearly show the sealed package before opening
  Clearly show the entire unboxing process
  Clearly capture the defect, damage, or incorrect item
  Requests will be rejected if:
  The video is edited, paused, cut, unclear, or incomplete
  The seal opening is not visible
  The issue cannot be clearly verified from the video
  If the issue cannot be verified, the return or replacement request will be declined without exception.
  
  Replacement Policy
  If the issue is limited to a specific component or part due to a manufacturing defect, we may provide a replacement part only.
  Full product replacement will not be provided if the product is otherwise functional.
  Approved replacement parts may take up to 30 days to be delivered after verification and approval.
• If the product is new and unused or unopened, you are eligible for 7 days return. The return must be submitted within 7 days from the delivery date including a detailed unboxing video. Customer is fully liable of return and other third-party cost for returning the package back to us. If the package found defective, used or opened. The package will be sent back to the customer and extra courier fees may be charged.
  
  Evidence Submission Requirements
  Any additional evidence requested (images, serial numbers, unboxing videos, etc.) must be submitted within 24 hours of our request.
  Failure to submit the required evidence within this timeframe will result in automatic rejection of the return or replacement request.
  
  Non-Returnable & Non-Refundable Items
  The following items are not eligible for return or refund under any circumstances:
  Gift cards
  Products damaged after delivery
  Products showing usage, alteration, or mishandling
  Items without a valid and verifiable unboxing video
  Digital products once delivered or accessed
  
  Refund Method
  Approved refunds (where applicable) will be processed to the original payment method or adjusted against future orders, based on the customer’s preference.
  Processing time may vary depending on the payment provider.
  
  Final Decision
  All return, refund, and replacement requests are subject to verification and final approval by our team. Our decision will be final and binding.

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 completed, such as gift cards. 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.
• Purchasing a product as a gift

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 will not be accepted for orders placed with incorrect selections, including but not limited to wrong color, size, model, or product chosen by the customer. Customers are advised to carefully review all product details before completing the purchase.
• Electronics & Timers
• Returns are accepted only in cases of verified manufacturing defects or functional deficiencies.
• Return requests must be submitted within 7 days from the date of delivery.
• Returns requested for reasons other than defects or deficiencies will not be accepted.
• Puzzles & Toys
• Certain products may be clearly marked as “Non-Returnable” on their respective product pages. Such items are not eligible for return or refund.
• Other puzzles and toys may be eligible for return only if:
  • The product is defective
  • The product is damaged during transit
  • An incorrect product was delivered
• All return requests must be initiated within 7 days from the date of delivery.
• Non-Electronic Products (Excluding Puzzles & Toys)
• Return requests must be initiated within 30 days of the date of delivery.
• Returns are accepted only for verified defects, transit damage, or incorrect items received.
• Returns based on personal preference, compatibility, or customer error are not accepted.
• Refund Processing
• Refunds or replacements will be processed only after the returned product is received at our warehouse and successfully passes a quality inspection.
• Products found to be used, altered, or damaged after delivery will be deemed ineligible for refund or replacement.

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: [email protected]
• Phone: +91 94296 94826

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 [email protected] 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.