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Return and Refund Policy – Multiverse Collections

Return and Refund Policy

At Multiverse Collections, we strive to ensure you love your purchases. This Return and Refund Policy outlines the conditions under which returns are accepted and refunds are processed. Please read it carefully alongside our Terms and Conditions and Privacy Policy.

1. Return Eligibility

We accept returns only for products that arrive damaged or defective. Returns for any other reason (e.g., change of mind, incorrect size ordered, slight color variation) are generally not permitted due to the nature of our products and operational model.

  • Condition: The product must be unused, unworn, unwashed, in its original packaging (with tags, if applicable), and in the exact condition as received.
  • Timeframe: Return requests must be initiated within 7 calendar days from the date of delivery.

2. Mandatory Unboxing Video

A clear, unedited unboxing video is absolutely mandatory to initiate any return request for damaged or defective items. This video serves as crucial proof for claim verification.

  • The video must start by showing the unopened package clearly, including the shipping label.
  • It must continuously record the process of opening the package and inspecting the product(s) inside.
  • Any damage or defect found must be clearly shown in the video.
  • Paused, edited, or incomplete videos will not be accepted.

Returns without a valid unboxing video meeting these criteria will unfortunately not be processed.

3. Return Process

If you receive a damaged or defective item and have the mandatory unboxing video, follow these steps:

  1. Contact us within 7 days of delivery via WhatsApp (+91 6387019446) or Email (support@multiversecollections.com).
  2. Clearly state your order number/details, describe the issue, and attach the complete, unedited unboxing video.
  3. Our support team will review your claim and the video proof. We reserve the right to request further information or clarification.
  4. If your return request is preliminarily approved based on the video, we will provide you with instructions for returning the item, including the return shipping address.
  5. Ship the item back to us using a reputable, trackable courier service within 5 days of receiving return approval. You are responsible for the return shipping cost.
  6. Share the tracking details for the return shipment with us via the same communication channel (WhatsApp/Email).
  7. Once we receive the returned item, we will inspect its condition to verify the damage/defect corresponds to the video and ensure it meets the eligibility criteria (unused, original condition, etc.).
  8. We will notify you of the final approval or rejection of your return based on the physical inspection.

4. Refunds or Replacements

If your return is fully approved after inspection:

  • Refund: We will typically process a refund for the original product cost (excluding any shipping charges paid by you, if applicable). The refund will be issued to your original payment method (or via an alternative method like bank transfer/UPI if the original method is not feasible) within 7-10 business days after the return approval.
  • Replacement: If you prefer, and if the exact same item is available in stock, we may offer to send a replacement product instead of a refund. The decision to offer a replacement rests solely with Multiverse Collections.

5. Non-Returnable Items & Conditions

Please note that returns/refunds will not be provided under the following circumstances:

  • No valid unboxing video provided, or video does not meet the criteria mentioned in Section 2.
  • Return request initiated after 7 days of delivery.
  • Item is returned without prior approval from our team.
  • Item shows signs of use, washing, alteration, or damage caused after delivery.
  • Original packaging or tags are missing or damaged.
  • Returns due to reasons other than damage/defect confirmed via unboxing video (e.g., size issues, dislike the color/style).
  • Slight variations in color, texture, or design, especially for handcrafted items, as these are often inherent characteristics.

6. Shipping Costs

You are responsible for paying the shipping costs for returning your item. Original shipping costs (if any were charged) are non-refundable. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

7. Contact Us

If you have received a damaged item or have questions about this policy, please contact our support team:

Please also review our Terms and Conditions for further details governing your purchase.

Last Updated: May 20, 2024

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