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Shipping and Returns Policy
Thank you for choosing to shop with us! Please take a moment to familiarize yourself with our Orders & Shipping Policy.
Order Confirmation
Once you place an order, we will promptly send you an email to acknowledge receipt of your order. Another email will follow to confirm dispatch and acceptance of your order. Please note that the dispatch of products may occur at different times.
Product Inspection & Packaging
To ensure quality, all products will be thoroughly inspected and carefully packaged before being handed over to our trusted delivery partners.
Delivery Process
Our dedicated delivery partners will make every effort to deliver your package as soon as possible. If they are unable to reach the provided address or deliver at a suitable time, they will contact you to resolve any issues.
Dispatch Time
We strive to dispatch most orders within 3-5 business days, excluding Sundays and public holidays.
Shipping Charges
For prepaid orders equal to or above INR 1000, there are no shipping charges. However, for all cash-on-delivery (COD) orders, a shipping charge of INR 100 per item will apply.
Shipping Disputes
If you encounter any shipping or delivery-related issues, please inform us within 48 hours by email (support@itsofficialmago.com), preferably within 24 hours. Timely notification allows us to provide a resolution. Kindly note that courier and logistics partners in India do not entertain delivery disputes raised after 48 hours, as per policy.
RTO (Returned to Origin) Orders
If an order is returned to us due to customer unavailability, we will not re-ship it free of cost. A shipping fee of INR 60 will be charged for re-shipping such orders.
Damages
Please note that MAGO is not responsible for any products damaged or lost during shipping. If you receive a damaged order, please contact the shipment carrier to file a claim. Ensure that you save all packaging materials and damaged goods before filing a claim.
Packaging
Each individual product is packaged in a secondary packaging box, which is then placed in a shipping box with fillers. Our secondary packaging can be opened, revealing product-related information on the inside. We are actively working to minimize single-use plastic fillers and currently use bubble wrap for extra fragile items. All necessary product information, including the complete ingredient list, is printed on the product and outer packaging. Additional information is available on our website.
Estimated Delivery Time
For areas serviced by reputed couriers, delivery usually takes 3 to 5 business days from the shipping date (excluding Sundays and holidays). In other areas, delivery may take 5-7 days depending on the location.
Tracking Your Order
Once your order is dispatched, you will receive an email with the tracking number and courier company details for easy tracking of your package.
Address Change
You may request a change in delivery address only if your order is in Confirmed or Pending status and none of the items have been shipped. Please note that any variations in charges or taxes may affect the acceptance of the address change request.
International Shipping
We are currently working on expanding our international delivery services to include more countries. Stay tuned for updates! We strive to provide you with a delightful shopping experience and ensure that products are delivered as per the Estimated Delivery Date communicated to you. However, please understand that unexpected delays beyond our control may occur, and we appreciate your cooperation. In rare cases, we reserve the right to cancel orders that experience prolonged delivery times or are physically untraceable. Refunds will be issued for any canceled products. Thank you for reading our Orders & Shipping Policy. Should you have any further questions, please feel free to reach out to us. Happy shopping!
REFUNDS POLICY
Once your order has been placed and processed, it cannot be canceled. However, for Cash on Delivery (COD) orders, cancellation can be requested during our verification call. If you need to change your address or contact information after placing an order, please contact us at support@itsofficialmago.com. We can only accommodate these changes within 12 hours of order placement or before the order is shipped, whichever occurs earlier. Unfortunately, once the order has been shipped, we cannot make any changes. All the shipments are carefully inspected before dispatch. However, if due to a processing error you receive a wrong product or an incomplete product, kindly notify us within 24 hours of receipt of the products.
REFUND/RETURN POLICY
Please note that due to the nature of our products, we do not accept returns for used merchandise as they cannot be repackaged or resold once the seal is broken.
● Returns will be accepted only for products that have been physically damaged during transit, products with physical defects (e.g., broken bottles or tubes), or in the case of an incorrect product being shipped.
● To initiate a return, please email us at support@itsofficialmago.com within 24 hours of receiving the order, including unboxing videos and photos of the damaged, incorrect, or missing product.
● The damage should be clearly evident in the provided photos, and approval is subject to final assessment. Failure to provide unboxing videos and photos within 24 hours will result in the inability to process damage complaints.
● Accepted returns must be properly packaged in their original box and securely wrapped in the same safety packaging in which they were shipped.
● Returns will not be accepted for products that have been used, opened, or tampered with, including any serial number tampering. Upon receiving the returned product, MAGO will inspect and validate the claim. If approved, a replacement will be issued. If the product is deemed ineligible for return, it will be returned to you via courier.
● Any claims for missing items or shortages must be reported to customer service on the day of delivery or within 24 hours, accompanied by photos of the shipping box and a clear description of the issue emailed to support@itsofficialmago.com. Failure to report complaints within this timeframe may limit the possibility of a favorable resolution.
Please note that if a product does not suit your skin, it is not eligible for return. Skincare is subjective, and individual preferences may vary. It is the buyer's responsibility to assess compatibility when purchasing skincare, beauty, and consumable items. If you have concerns about the correct usage of a product, feel free to contact our support team at support@itsofficialmago.com, and we will gladly assist you in using the product correctly.