Return and Refund policy

Returns Policy

  1. If your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request on mouraj app or website. Return request must be raised within 14 days for mouraj items, or within 7 days for non-mouraj items from the date of delivery.
  2. For electronic appliances & mobile phones related issues after usage or after the return policy period, please check if the product is covered under seller warranty or brand warranty. For more information on warranty claims, please view our Warranty Policy.
  3. 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

  1. Delivered product is damaged (i.e. physically destroyed or broken) / defective (e.g. unable to switch on)
  2. Delivered product is incomplete (i.e. has missing items and/or accessories)
  3. Delivered product is incorrect (i.e. wrong product/size/colour, fake item, or expired)
  4. Delivered product is does not match product description or picture (i.e product not as advertised)
  5. 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.

CategoryNon-Returnable Items
FashionCustom made items, women’s intimate apparel and men’s innerwear cannot be returned
TVs, Audio & CamerasMovies and Music cannot be returned
Computing & GamingAll software products that are labeled as non-returnable on their product detail pages
Home & LivingCustom made items cannot be returned
Beauty & HealthAll items in this category, except for hair removal and other electronical items
Masher BazarAll items in this category are non-returnable
Grocer’s ShopAll items in this category
Pet SuppliesAll items in this category
Digital GoodsDigital goods are any goods which are stored, delivered and used in its 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 & Chargers, Earphones & Headsets, Mobile & 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 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-mouraj 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, Fragnance, 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 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 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 & 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 pageNote: 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 & Entertainment Equipments, Portable Players, 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 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 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-mouraj 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, Sport 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 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-mouraj 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 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 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 that are non-returnable: Any types of vehicles (cars, bikes etc.), Installation Services
Medical & Industrial 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.
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

  1. 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 as unworn.
  2. The product must include the original tags, user manuals, warranty cards, freebies, invoice and accessories.
  3. 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 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 MethodRefund OptionRefund Time
Debit or Credit CardDebit or Credit Card Payment Reversal10 working days
Equated Monthly InstallmentsDebit or Credit Card10 working days
Rocket (Wallet DBBL)Mobile Wallet Reversal / Rocket7 working days
DBBL Nexus (Online Banking)Card Payment Reversal (Nexus)7 working days
bKashMobile Wallet Reversal / bKash5 working days
Cash on Delivery (COD)Bank Deposit5 working days
Mouraj Refund Voucher1 working day
Mouraj VoucherRefund Voucher1 working day

Note: Maximum refund timeline excludes weekends and public holidays.

Modes of RefundDescription
Bank DepositThe bank account details provided must be correct. The account must be active and should hold some balance.
Debit Card or Credit CardIf 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 WalletSimilar to bank deposit, the amount will be refunded to the same mobile account details which you inserted at the time of payment.
Refund VoucherVouchers 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