Returns Policy
- If your product is damaged, defective, incorrect, or incomplete at the time of delivery, please raise a return request on the Mouraj app or website. Return requests must be raised within 14 days for mouraj items, or within 7 days for non-mouraj items from the date of delivery.
- For electronic appliances & mobile phone-related issues after usage or after the return policy period, please check if the product is covered under the seller warranty or brand warranty. For more information on warranty claims, please view our Warranty Policy.
- For selected categories, we accept a change of mind. Please refer to the section below on Return Policy per Category for more information.
Valid reasons to return an item
- The delivered product is damaged (i.e. physically destroyed or broken) / defective (e.g. unable to switch on)
- The delivered product is incomplete (i.e. has missing items and/or accessories)
- The delivered product is incorrect (i.e. wrong product/size/color, fake item, or expired)
- The delivered product is does not match the product description or picture (i.e. product not as advertised)
- The delivered product does not fit. (i.e. size is unsuitable)
Returns Policy per Category
Please note that certain items marked as non-returnable on the product page are not eligible for return. For more information view the complete list of non-returnable items.
Non-Returnable Items
Please note that selected items sold on Mouraj are not eligible for return. Below you find a consolidated list of all non-returnable items.
Category | Non-Returnable Items |
---|---|
Fashion | Custom-made items, women’s intimate apparel, and men’s innerwear cannot be returned |
TVs, Audio & Cameras | Movies and Music cannot be returned |
Computing & Gaming | All software products that are labeled as non-returnable on their product detail pages |
Home & Living | Custom-made items cannot be returned |
Beauty & Health | All items in this category, except for hair removal and other electronic items |
Masher Bazar | All items in this category are non-returnable |
Grocer’s Shop | All items in this category |
Pet Supplies | All items in this category |
Digital Goods | Digital goods are any goods that are stored, delivered, and used in an electronic format. All items in this category are non-returnable once purchased and delivered unless it is of satisfactory quality, fit for a particular purpose, and as described by the seller. |
If you have received a non-returnable item that is defective / damaged or incorrect/incomplete, please contact us within 7 days of delivery.
Phones and Tablets
Phones, Tablets, Batteries and chargers, Earphones and headsets, Mobile and tablet AccessoriesChange of Mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Note: We do not accept returns for any used items. For mobile phones, you may raise a return request directly with Mouraj if the device is dead on arrival (i.e. does not switch on completely). If the mobile phone has already been activated*, please contact the seller or brand warranty provider directly for information regarding the manufacturer’s warranty .*Mobile phone is considered activated once the SIM card has been inserted or when the phone has been connected to the internet via Wi-Fi. |
Fashion
Clothing, Apparel, Sunglasses, Shoes & AccessoriesChange of mind is applicable for return and refund (excluding non-moral items shipped from overseas)If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Items must be unworn, unwashed, and unaltered with their tags intact. Any items found used will be rejected and returned back to customers. |
Bags, Eyewear, Jewellery, Watches, Women’s Intimate Apparel & Men’s Innerwear. Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Items must be unworn, unwashed, and unaltered with their tags intact. Any items found used will be rejected and returned back to customers. Items that are non-returnable: All custom-made items, Fine Jewellery (gold, diamonds, gems, etc.) |
Beauty & Health
Makeup, Fragrance, Moisturizers, Creams, Scrubs, Oils, Bath & Body Accessories, Personal Care & Health, Sexual Wellness, Shape wear, Food SupplementsChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Note: For device-related issues after usage or expiration of the return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: All types of Beauty Services |
Appliances
Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Note: For device-related issues after usage or expiration of the return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. |
Computing & Gaming
Laptops, Certified Refurbished Laptops, Components, Processors, Projectors, Storage, Printers, Scanners, Headphones, Speakers, Consoles & PC / Video Games, Gaming Consoles and accessories, Software CDsChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Note: We do not accept returns for any used items. For laptops with brand warranty, mouraj will only accept returns if the device is dead on arrival (i.e. does not switch on completely). Once the brand seal has been opened or removed, please contact the seller or brand warranty provider directly for information regarding the manufacturer’s warranty. Items that are non-returnable: All software products that are labeled as non-returnable on their product details page: For any software-related technical issues or installation issues, please contact the brand warranty provider directly for information regarding the manufacturer’s warranty. |
TVs, Audios & Cameras
Televisions, Headphones, Speakers, Cameras, Drones, Lenses, Flashes, Filters Microphones, Video Glasses, Remote Controllers, Musical Instruments, Audio and entertainment Equipment, Portable Players, and Other AccessoriesChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Note: For device-related issues after usage or expiration of the return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: Movies, TV Series & Music voucher or services |
Home & Living
Bedding & Bath, Furniture & Lighting, Kitchen & Dining, Home Décor, Home Improvements, Household & Home Storage Supplies, Lawn & Garden, Other AccessoriesChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Note: For device-related issues after usage or expiration of the return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. Items that are non-returnable: Any custom-made items |
Sports & Travel
Clothing, Apparel, Shoes & SunglassesChange of mind is applicable for return and refund (excluding non-moral items shipped from overseas). If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. For overseas products, please refer to the product page to check the applicable return reasons. |
Bags & Luggage, Sports Watches, Team & Racket Sports, Dance & Gymnastics, Exercise & Fitness, Sports Nutrition & Supplements, Outdoor Equipment, Fitness & Other Sports EquipmentChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. For overseas products, please refer to the product page to check the applicable return reasons. Note: For device-related issues after usage or expiration of the return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. |
Baby, Toys & Kids
Clothing, Apparel, Sunglasses, Shoes & AccessoriesChange of mind is applicable for return and refund (excluding non-moral items shipped from overseas). If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. |
Toys & Games, Baby Care & Hygiene, Baby Gear, Diapers & Potties, Feeding & NursingChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Note: For device-related issues after usage or expiration of the return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our Warranty Policy for information on the different warranty types and ways to contact the seller/manufacturer. |
Grocer’s Shop
Bakery, Beverages, Baking & Cooking, Cigars & Cigarettes, Dairy, Packaged Foods, Party Accessories, Snacks, Meat & Seafood, Fruits & VegetablesChange of mind is not applicable for return and refund. If the item received is expired, damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. |
Digital Goods & Services
Non-returnable |
Other Categories
Books & StationeryChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. |
Pet SuppliesChange of mind is not applicable for return and refund. If the item received is expired, damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. |
Automotive & Motorcycles Accessories and OthersChange of mind are not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. Items that are non-returnable: Any types of vehicles (cars, bikes, etc.), Installation Services |
Medical & Industrial Equipment Change of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. |
Tools, DIY & OutdoorChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. |
Laundry & CleaningChange of mind is not applicable for return and refund. If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Mouraj’s assessment. |
Conditions for Returns
- The product must be unused, unworn, unwashed, and without any flaws. For fashion products, products may be tried on to see if the item fits. This will still be considered unworn.
- The product must include the original tags, user manuals, warranty cards, freebies, invoices, and accessories.
- The product must be returned in the original and undamaged manufacturer’s packaging/box. If the product was delivered in Mouraj packaging/box, the same packaging/box should be returned. Do not put tape or stickers directly on the manufacturer’s packaging/box.
If your returned item does not meet the above requirements, we reserve the right to reject any request for a refund.
Note: If your return request has been rejected, the item will be delivered back to you in between 6-8 days. Item will be sent to scrap after three (3) failed delivery attempts and no refund will be given.
Refunds Policy
Issuance of Refunds
1. The processing time of your refund depends on the type of refund and the payment method you used 2. The refund period/process starts when Mouraj has processed your refund according to your refund type.3. The refund amount covers the item price and shipping fee for your returned product.
Refund Types
mouraj will process your refund according to the following refund types1. Refund from returns – Refund is processed once your item is returned to the warehouse and QC is completed (successful). To learn how to return an item, read our Return Policy.2. Refunds from cancelled orders – Refund is automatically triggered once cancelation is successfully processed.3. Refunds from failed deliveries – Refund process starts when the item has reached the seller. Please take note that this may take more time depending on the area of your shipping address. Screen reader support enabled.
Payment Method | Refund Option | Refund Time |
---|---|---|
Debit or Credit Card | Debit or Credit Card Payment Reversal | 10 working days |
Equated Monthly Installments | Debit or Credit Card | 10 working days |
Rocket (Wallet DBBL) | Mobile Wallet Reversal / Rocket | 7 working days |
DBBL Nexus (Online Banking) | Card Payment Reversal (Nexus) | 7 working days |
bKash | Mobile Wallet Reversal / bKash | 5 working days |
Cash on Delivery (COD) | Bank Deposit | 5 working days |
Mouraj Refund Voucher | 1 working day | |
Mouraj Voucher | Refund Voucher | 1 working day |
Note: Maximum refund timeline excludes weekends and public holidays.
Modes of Refund | Description |
---|---|
Bank Deposit | The bank account details provided must be correct. The account must be active and should hold some balance. |
Debit Card or Credit Card | If the refunded amount is not reflecting in your card statement after the refund is completed and you have received a notification by mouraj, please contact your personal bank. |
bKash / Rocket Mobile Wallet | Similar to bank deposit, the amount will be refunded to the same mobile account details which you inserted at the time of payment. |
Refund Voucher | Vouchers will be sent to the customer registered email ID on mouraj and can be redeemed against the same email ID. |
Important Note: The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for next purchase even if the value of order is smaller than voucher value