Refund, Return and Cancellation Policy

MxSense Telingent Solutions Private Limited

This Refund, Return and Cancellation Policy explains the conditions under which customers may request cancellation, return, replacement, exchange, or refund for products purchased through MxSense Select, operated by MxSense Telingent Solutions Private Limited.

MxSense Select is a marketplace through which products may be sold by:

MxSense Official Store — products and services offered directly by MxSense; and
Registered Sellers / Suppliers — products listed and sold by independent third-party sellers.

Return, replacement, cancellation, and refund eligibility may vary depending on the product, category, seller, condition of the product, reason for the request, and the policy displayed on the relevant product page.

Customers are advised to review the product-specific return and refund conditions before placing an order.

1. General Return Policy

A product may be eligible for return, replacement, or refund where permitted by the product-specific policy and applicable law.

A return or replacement may generally be considered in situations including:

Product received in damaged condition
Product received with a manufacturing defect
Incorrect product delivered
Incorrect variant, size, colour, quantity, or model delivered
Product materially different from the product ordered
Missing product or missing essential component
Product received in an unusable condition
Product received after expiry, where applicable
Product received with damaged or tampered packaging where this affects product safety, authenticity, or usability
Other circumstances specifically covered by the return policy displayed on the product page

A customer’s eligibility for return, replacement, or refund will depend on the circumstances of the order and applicable product-specific conditions.

2. Product-Specific Return Window

Return periods may vary between products and categories.

The applicable return window, if any, should be displayed on the product page, order details, invoice, seller policy, or other relevant section of MxSense Select.

For example, a product may be marked as:

Returnable within a specified number of days
Replacement only
Exchange eligible
Returnable only if damaged or defective
Returnable only if unopened
Non-returnable
Subject to manufacturer warranty

The return period generally begins from the date on which the product is successfully delivered to the customer.

A return request submitted after the applicable return window may be rejected unless otherwise required under applicable law.

3. Conditions for Accepting a Return

Unless the product is defective, damaged, incorrect, or otherwise covered by an exception, returned products should generally:

Be in their original condition
Be unused, unless reasonable inspection was necessary to identify a defect
Include the original packaging where applicable
Include tags, labels, manuals, warranty cards, certificates, accessories, freebies, and other items originally supplied with the product
Include all components supplied as part of a combo, bundle, or set
Not have been damaged after delivery by the customer
Not show signs of misuse, alteration, unauthorized repair, or improper handling
Match the product originally supplied against the relevant order

MxSense or the relevant seller may inspect the returned product before approving a refund or replacement.

4. Damaged Products

If a customer receives a product that is physically damaged, the customer should submit a return or replacement request as soon as reasonably possible within the applicable return period.

Customers may be asked to provide supporting evidence such as:

Photographs of the product
Photographs of the external packaging
Photographs showing the damage
Product labels or serial numbers
Invoice or order details
Video evidence, where reasonably required for verification

Customers are encouraged to retain the original packaging until the issue has been resolved.

Where the damage is verified and the product qualifies under the applicable policy, MxSense or the seller may offer a replacement, refund, or other appropriate resolution.

5. Defective Products

If a product is found to have a manufacturing or functional defect, the customer may request support within the applicable return, replacement, or warranty period.

Depending on the product and applicable policy, the resolution may include:

Replacement
Repair
Manufacturer service
Seller support
Refund

For products covered by a manufacturer’s warranty, customers may be required to contact or visit the manufacturer’s authorized service centre after the applicable marketplace replacement period has expired.

The applicable warranty terms are determined by the manufacturer, seller, or product-specific warranty conditions.

6. Wrong Product Delivered

If the customer receives a product different from what was ordered, including an incorrect:

Product
Model
Size
Colour
Variant
Quantity

the customer should report the issue within the applicable return period.

Once verified, MxSense or the relevant seller may arrange a replacement or refund, subject to product availability and applicable policy.

7. Missing Items or Components

If an order arrives with a missing product, accessory, component, quantity, free item, or other item that should have been included, the customer should report the issue within the applicable return period.

MxSense or the seller may verify:

Package weight
Seller packing information
Logistics information
Product details
Order records
Available packaging or dispatch evidence

Once the issue is verified, the missing item may be supplied, the affected product may be replaced, or an appropriate refund may be issued.

8. Non-Returnable Products

Certain products may be marked as non-returnable due to hygiene, safety, health, perishability, customization, licensing, digital delivery, or other product-specific reasons.

Non-returnable categories may include, where applicable:

Perishable goods
Food products after opening
Opened consumables
Personal hygiene products
Beauty or personal-care products after opening or use
Products with hygiene or sanitary considerations
Customized or personalized products
Made-to-order products
Digital products or electronically delivered products
Downloadable products
Activated software or license keys
Gift cards or similar stored-value products, where applicable
Products damaged due to customer misuse
Products specifically marked “Non-Returnable” on the product page

However, a product being classified as non-returnable does not remove any rights or remedies available to the customer under applicable law.

Where a non-returnable product is delivered damaged, defective, expired, counterfeit, materially different from its description, or incorrect, the customer should contact MxSense Select support for review.

9. Products That Cannot Be Returned Due to Customer Action

A return may be rejected where:

The product was damaged after delivery
The product has been misused
The product has been altered or modified
The product has undergone unauthorized repair
Serial numbers or identification labels have been removed, altered, or tampered with
Original accessories or essential components are missing
The customer returns a different product
The return request is submitted outside the applicable return period
The reason provided does not qualify under the applicable product policy
The product is a non-returnable item and no legally applicable exception applies

MxSense and sellers reserve the right to verify returned products before approving a refund.

10. Change-of-Mind Returns

Change-of-mind returns are not automatically available for every product.

Whether a customer may return a product because they:

No longer want the product
Ordered by mistake
Selected the wrong size, colour, model, or variant
Changed their preference after delivery

will depend on the return policy displayed for that particular product.

Where change-of-mind returns are permitted, the product must generally remain unused and in its original condition with applicable packaging, tags, accessories, and other supplied items intact.

11. Exchanges

Certain products may be eligible for exchange where this option is specifically offered.

Exchange may depend on:

Product category
Seller policy
Stock availability
Requested size or variant availability
Product condition
Applicable exchange period

If the requested replacement or exchange product is unavailable, the customer may be offered a refund or another resolution where applicable.

12. Replacement

Where a product qualifies for replacement, MxSense or the seller may arrange replacement with the same product or applicable variant.

Replacement is subject to stock availability.

If a replacement cannot be provided because the product is unavailable, discontinued, or otherwise incapable of being fulfilled, an eligible refund may be processed instead.

13. Order Cancellation by Customer

Customers may request cancellation of an order before it reaches a stage where cancellation is no longer operationally possible.

Cancellation availability may depend on:

Whether the seller has accepted the order
Whether the product has been packed
Whether the product has been dispatched
Product type
Seller conditions
Fulfilment method

If the cancellation option is available in the customer’s account, the customer may use the available cancellation function.

If cancellation is no longer available, the customer may need to wait for delivery and request a return, provided the product qualifies for return.

14. Cancellation by MxSense or Seller

MxSense or the relevant seller may cancel an order where reasonably necessary, including due to:

Product being out of stock
Seller inability to fulfil the order
Incorrect product price
Incorrect product information
Technical or system error
Payment failure
Payment verification failure
Invalid or incomplete delivery address
Delivery service unavailability
Suspected fraud
Suspicious transaction activity
Misuse of promotions or coupons
Regulatory or legal restrictions
Product compliance concerns
Seller suspension or removal
Other circumstances preventing lawful or reasonable fulfilment of the order

If a prepaid order is cancelled after successful payment, the eligible amount paid by the customer will be refunded.

15. Cancellation After Dispatch

Once an order has been dispatched, cancellation may not always be possible.

Where supported, customers may be able to refuse delivery.

However, eligibility for refund following refusal of delivery may depend on:

Product category
Seller policy
Shipping status
Reason for refusal
Applicable shipping or return conditions

For prepaid orders, the refund may be initiated after the returned shipment reaches the seller, warehouse, or designated return location and the return is successfully verified.

16. Return Pickup

For eligible products and serviceable locations, MxSense Select or its logistics partner may arrange pickup of the product from the customer’s address.

The customer must:

Keep the product ready for pickup
Include all required accessories and components
Package the product appropriately where required
Provide the correct product to the pickup representative

Pickup availability depends on the customer’s location, product type, seller, and logistics serviceability.

Where reverse pickup is unavailable, the customer may be instructed to return the product through another approved method.

Any applicable reimbursement of return shipping costs will depend on the circumstances of the return and the applicable product or seller policy.

17. Return Verification

Receiving a returned product does not automatically mean that the refund has been approved.

The returned product may undergo verification to confirm:

Correct product was returned
Product condition
Serial number or unique identifier
Accessories and components
Packaging, where relevant
Reason for return
Signs of damage, misuse, alteration, or tampering

If the returned product does not meet the applicable return conditions, the return or refund request may be rejected.

Where appropriate, the product may be returned to the customer.

18. Refund Eligibility

A refund may be issued where:

An eligible order is successfully cancelled
An eligible return is accepted
A damaged or defective product qualifies for refund
An incorrect product was delivered and refund is the applicable resolution
A replacement cannot be fulfilled
A seller cannot fulfil the order
Payment was successfully received but the order could not be completed
Another refund obligation arises under applicable law

Refund eligibility is determined after reviewing the order and, where applicable, verifying the returned product.

19. Refund Amount

For an approved refund, the amount refunded may include the amount paid for the eligible returned or cancelled product.

Treatment of other amounts such as:

Shipping charges
Delivery charges
Convenience fees
Platform fees
Payment charges
Promotional discounts
Coupons
Cashback
Reward credits
Other transaction-specific charges or benefits

may depend on the circumstances of the cancellation or return and the applicable terms displayed during the transaction.

Any non-refundable charge will be disclosed where applicable and subject to applicable law.

20. Refund Method

Approved refunds will normally be processed to:

The original payment method; or
Another permitted refund method where the original payment method cannot be used or where otherwise permitted.

Depending on the original payment method, refunds may be processed through:

UPI
Credit card
Debit card
Net banking
Wallet
Bank account
Other supported payment methods

MxSense Select will not request a customer’s UPI PIN, CVV, card PIN, net banking password, or other sensitive authentication credentials for processing a refund.

Customers should never share such credentials with anyone claiming to process a MxSense Select refund.

21. Refund Processing Time

Once a refund has been approved and initiated, the time required for the amount to appear in the customer’s account may depend on:

Payment gateway
Bank
Card issuer
UPI provider
Wallet provider
Payment method
Banking holidays
Third-party processing timelines

MxSense will initiate eligible refunds within the applicable processing period, but the final credit may be subject to the processing time of the customer’s bank or payment service provider.

Customers may contact support if an approved refund has not been credited within the communicated or normally applicable processing period.

22. Cash on Delivery Orders

Where Cash on Delivery is available and a refund is approved after payment has been made, the customer may be required to provide a supported bank account, UPI ID, or other permitted refund destination.

MxSense may verify the information provided before processing the refund.

Customers must ensure that refund details are accurate.

23. Failed or Pending Payments

If money is debited from a customer’s payment method but the order is not successfully created or confirmed, the transaction may be automatically reversed by the bank or payment service provider.

The reversal period depends on the payment method, bank, payment gateway, and applicable processing timelines.

If the amount is not automatically reversed within the expected period, the customer should contact MxSense Select support with:

Transaction reference number
Payment date
Amount
Order ID, if generated
Relevant payment confirmation information

Customers should not provide passwords, OTPs, PINs, CVVs, or other sensitive authentication credentials.

24. Duplicate Payments

If a customer is charged more than once for the same successful order due to a technical or payment processing issue, the duplicate transaction will be investigated.

Where a duplicate payment is verified, the additional eligible amount will be refunded through the applicable payment channel.

25. Promotional Discounts, Coupons and Offers

If an order placed using a coupon, promotional discount, cashback, reward, or other promotional benefit is cancelled or returned, the refund will generally be based on the amount actually paid by the customer for the affected product.

Promotional benefits may not be converted into cash.

Reinstatement of a coupon, promotional benefit, reward, or offer following cancellation or return depends on the terms of the relevant promotion.

26. Partial Returns

Where an order contains multiple products, customers may be permitted to return only eligible products from the order.

The refund will be calculated based on the amount attributable to the accepted returned product, taking into account applicable discounts, promotions, taxes, charges, or other adjustments.

Where a discount depended on purchasing multiple products together, returning part of the order may affect the applicable refund calculation where permitted by the promotional terms and applicable law.

27. Combo, Bundle and Freebie Products

Products sold as a combo, bundle, set, or promotional package may need to be returned together.

If a product included a free item, promotional product, accessory, or gift, the customer may be required to return that item as part of the return.

Failure to return all required items may affect return or refund eligibility.

28. Seller Products

For products sold by registered third-party sellers, the respective seller is responsible for product quality, product accuracy, statutory compliance, packaging, fulfilment, warranty, and applicable return obligations.

MxSense Select may facilitate:

Return requests
Communication with the seller
Reverse logistics
Replacement
Refund processing
Customer grievance handling
Marketplace dispute resolution

Seller policies must comply with applicable law and MxSense marketplace requirements.

A seller policy cannot remove customer rights that are mandatory under applicable law.

29. MxSense Official Store Products

Products sold directly by the MxSense Official Store are subject to the return, replacement, refund, warranty, and cancellation conditions displayed on the relevant product page and applicable MxSense policies.

Where no special product-specific condition applies, this Refund, Return and Cancellation Policy will govern the transaction.

30. Suspected Fraud or Abuse

MxSense may review, restrict, or reject return or refund requests where there is reasonable evidence of:

Return fraud
Repeated false claims
Returning a different product
Product swapping
Serial-number mismatch
Intentional product damage
False damaged-product claims
Misuse of refunds
Misuse of coupons or promotions
Fake orders
Unauthorized transactions
Other abusive marketplace activity

Accounts involved in serious or repeated abuse may be restricted or suspended subject to applicable law and platform policies.

Legitimate customer complaints and statutory consumer rights will not be denied merely because a customer has previously requested returns or refunds.

31. Disputes Regarding Returns or Refunds

If a customer disagrees with a return, replacement, cancellation, or refund decision, the customer may contact MxSense Select support and request further review.

Customers should provide:

Order ID
Product name
Description of the issue
Relevant photographs or videos
Communication with the seller, where applicable
Any other evidence relevant to the complaint

MxSense may review order records, seller information, payment information, logistics records, return inspection results, and other relevant information when investigating the dispute.

32. Customer Responsibility

Customers should inspect delivered products as soon as reasonably possible.

Customers are responsible for:

Providing accurate order and delivery information
Reviewing product-specific return conditions before purchase
Submitting return requests within the applicable period
Providing accurate information regarding the reason for return
Protecting products from further damage after identifying an issue
Returning the correct product and all required accessories or components
Cooperating with reasonable verification requirements

Providing false information or attempting to misuse the return system may result in rejection of the request and appropriate account action.

33. Logistics and Third-Party Processing

Returns and refunds may involve third-party logistics companies, payment gateways, banks, sellers, manufacturers, and other service providers.

While MxSense Select will provide reasonable assistance in resolving eligible requests, certain processing timelines may depend on third-party service providers.

34. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or override any consumer right or remedy that cannot legally be excluded under applicable Indian law.

Where this Policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will prevail.

35. Support and Grievance Contact

For cancellations, returns, replacements, refunds, payment issues, seller disputes, or other order-related concerns, customers may contact:

MXSENSE TELINGENT SOLUTIONS PRIVATE LIMITED
C/o IITM Research Park, 1FA I Floor,
Kanagam Road, Taramani,
Chennai City Corporation,
Chennai, Tamil Nadu – 600113, India

Email: info@mxsteligent.com
Phone: +91 93630 43622
Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

Customers should include their Order ID and sufficient information regarding the issue when contacting support.

We aim to review and respond to customer and grievance-related requests within a reasonable time.

36. Changes to This Policy

MxSense may update this Refund, Return and Cancellation Policy from time to time to reflect changes in:

Marketplace operations
Product categories
Seller requirements
Logistics processes
Payment systems
Customer service procedures
Legal or regulatory requirements

The latest version of this Policy will be published on the MxSense Select website or application.

The policy applicable to a transaction will be subject to applicable law and the terms communicated for the relevant order.

37. Governing Law

This Refund, Return and Cancellation Policy shall be governed by the laws of India.

Subject to applicable consumer protection laws and other mandatory legal rights, disputes relating to this Policy shall be subject to the jurisdiction of the competent courts located in Chennai, Tamil Nadu, India.

38. Effective Date

This Refund, Return and Cancellation Policy is effective from the date it is published on the MxSense Select website.