At Mohastra, we are committed to delivering products that meet high standards of quality, hygiene, and discretion. Because many of the products sold on our website are intimate, personal-use, or hygiene-sensitive items, we maintain a strict replacement-only policy in order to protect the health, safety, and privacy of all our customers.

Please read this policy carefully before placing an order.

1. Policy Overview

Due to the personal and intimate nature of many products sold on Mohastra, we do not offer returns or refunds for change of mind, dislike of product, sizing preference, personal preference, or opened/used intimate products.

Mohastra offers replacements only, and only in limited cases where:

• the product delivered is damaged at the time of delivery;

• the product delivered is defective upon arrival;

• the wrong product has been delivered; or

• an item is missing from the package delivered to you.

To be eligible for a replacement, the issue must be reported within 24 hours of delivery, along with the required proof described in this policy.

No refunds are offered under this policy unless otherwise required by applicable law.

2. Products That Are Non-Returnable / Non-Exchangeable

For hygiene, safety, quality-control, and customer protection reasons, the following products are strictly non-returnable and non-exchangeable, except where a replacement claim is approved for a damaged, defective, incorrect, or missing item as per this policy.

2.1 Intimate / Adult Wellness Products

This includes products such as intimate devices, adult wellness products, personal massagers, and similar personal-use items.

Because these products are intimate in nature and cannot be safely re-used or resold once handled, they cannot be returned once delivered, unless the product received is damaged, defective, or incorrect and the claim is raised in accordance with this policy.

2.2 Lingerie and Clothing

Lingerie, innerwear, intimate clothing, and similar apparel are non-returnable and non-exchangeable due to hygiene reasons.

Please review the product description, size chart, fit details, and specifications carefully before placing an order. We do not accept returns or replacements for size issues, fit concerns, colour preference, styling preference, or change of mind.

2.3 Perishable / Consumable / Hygiene-Sensitive Products

Products such as chocolates, edible products, body paints, candles, consumables, and other perishable or hygiene-sensitive items are non-returnable and non-exchangeable, except in cases of verified damage, defect, wrong item delivery, or missing item claims reported within the required timeline.

3. When a Replacement May Be Approved

Mohastra will review replacement requests only in the following situations:

3.1 Damaged Product Received

If the product delivered to you is physically damaged at the time of delivery, you may request a replacement.

3.2 Defective Product Received

If the product delivered to you is defective on arrival, not functioning as intended upon first use (where applicable), or arrives in a condition that indicates a manufacturing defect, you may request a replacement, subject to inspection and approval.

3.3 Incorrect Product Delivered

If you receive a product different from what you ordered, you may request a replacement.

3.4 Missing Product in Package

If an item is missing from the delivered package, you must report it within the timeline stated in this policy. Mohastra may request an unboxing video and related evidence before approving a replacement.

4. Claim Window — Report Within 24 Hours

All replacement-related issues must be reported to Mohastra within 24 hours of delivery of the package.

If you fail to contact us within 24 hours from the time the order is marked delivered, your request may be rejected and the product may no longer be eligible for replacement.

This 24-hour requirement is necessary because many of our products are intimate, perishable, or hygiene-sensitive, and delayed claims cannot always be verified fairly.

5. Mandatory Unboxing Video Requirement

To raise a successful claim for a damaged, defective, incorrect, or missing product, an unboxing video is mandatory.

The unboxing video is an essential part of the verification process and helps us assess the condition of the parcel and the item at the time it was received.

5.1 How the Unboxing Video Must Be Recorded

The video must:

• clearly show the sealed / unopened package before opening;

• show the shipping label / order label on the package;

• capture the package being opened in one continuous, unedited video;

• clearly show the product(s) received inside the package;

• clearly capture any damage, defect, wrong item, missing item issue, leakage, breakage, torn packaging, or tampered seal; and

• be of sufficient clarity for our team to verify the issue.

5.2 Important Conditions for the Video

• The video must begin before the outer packaging is opened.

• Edited, cut, unclear, incomplete, or post-opening videos may not be accepted.

• If the video does not clearly show the issue, Mohastra reserves the right to reject the claim.

6. Eligibility Conditions for Replacement

A replacement request will only be considered if all of the following conditions are met:

• the issue is reported to Mohastra within 24 hours of delivery;

• the customer provides a valid unboxing video in accordance with this policy;

• the product is found to be damaged, defective, incorrect, or missing, and the claim is verified by Mohastra;

• the product has not been intentionally damaged, altered, misused, washed, or tampered with;

• the item is returned, where requested by Mohastra, in the same condition in which it was received, along with original packaging, tags, accessories, manuals, and invoice/proof of purchase, wherever applicable; and

• the claim otherwise complies with this policy.

7. Claims That Will Not Be Accepted

Mohastra reserves the right to deny return / replacement requests in any of the following situations:

• the claim is raised after 24 hours of delivery;

• no valid unboxing video is provided;

• the video is edited, incomplete, unclear, or does not capture the issue properly;

• the product has been used, opened, installed, washed, worn, consumed, or tampered with, unless the nature of the defect can only be discovered upon opening and Mohastra accepts the claim after review;

• the product seal has been broken or packaging has been tampered with, except where necessary to verify a manufacturing defect and supported by proper evidence;

• the issue relates to change of mind, dislike of the product, performance expectation, personal preference, colour variation due to screen display, minor packaging variation, or similar non-quality reasons;

• the issue relates to size / fit / style preference for lingerie or clothing;

• the product was purchased during a clearance / final-sale / special non-returnable promotion, where specifically mentioned; or

• the claim appears fraudulent, abusive, or unsupported by sufficient evidence.

8. No Refunds Policy

Mohastra follows a no-refund policy.

This means:

• we do not offer refunds for change of mind;

• we do not offer refunds for dissatisfaction based on personal preference;

• we do not offer refunds for opened, used, intimate, hygiene-sensitive, or perishable items; and

• where a valid claim is approved, the resolution will generally be replacement of the item, not a refund.

Refunds, if any, will only be issued where Mohastra is legally required to do so under applicable law or where Mohastra expressly agrees in writing at its sole discretion.

9. Replacement Shipping / Reverse Pickup Charges

Where a replacement request is approved, Mohastra may arrange a reverse pickup of the affected product, subject to serviceability and courier availability.

Unless otherwise communicated by Mohastra, the customer may be required to bear ₹69 towards shipping / reverse logistics charges, along with any additional charges that may apply based on the delivery location, courier coverage, or service requirements.

If a return pickup is arranged, the delivery partner may conduct a basic pickup inspection before accepting the parcel.

Mohastra reserves the right to decide the logistics method, pickup partner, and return handling process for approved claims.

10. How to Raise a Replacement Request

To initiate a replacement request, please contact Mohastra within 24 hours of delivery through either of the following channels:

• Email: info@mohastra.com

• WhatsApp: 9225086892
  

10.1 Please Share the Following Details

When contacting us, please include:

• your order number;

• your full name and registered contact details;

• a brief description of the issue;

• clear photos of the product and packaging, if available; and

• the mandatory unboxing video.

Our customer support team will review the request and guide you on the next steps.

11. What Happens After You Raise a Request

Once your claim is received:

11.1 Initial Review

Our support team will review the details, photos, and unboxing video submitted by you.

11.2 Pickup / Return Instructions (if required)

If your claim appears eligible, we may arrange a reverse pickup or provide instructions for further processing.

11.3 Quality Inspection

Once the returned item is received at our fulfilment / inspection centre, our quality team will inspect the product and verify the claim.

11.4 Approval / Rejection Decision

After inspection, we will notify you whether the replacement request has been approved or rejected.

11.5 Replacement Dispatch

If approved, a replacement product will be processed subject to stock availability.

12. Replacement Timeline

Once the returned product is received by Mohastra and passes the quality inspection process, the replacement order may take up to 15 working days to be processed and delivered, depending on:

• the nature of the issue;

• verification time;

• courier timelines;

• serviceability of your location; and

• availability of replacement stock.

Please note that this timeline begins after the returned product is received and inspected, not from the date on which the complaint is first raised.

13. If a Replacement Cannot Be Processed

In certain cases, a replacement may not be possible, including where:

• the product is out of stock;

• the product has been discontinued;

• the issue cannot be verified; or

• the claim does not qualify under this policy.

In such cases, Mohastra reserves the right to provide an alternate resolution, if any, at its sole discretion and subject to applicable law.

14. Important Customer Responsibilities

By placing an order on Mohastra, you agree to the following:

• you will review the product description, specifications, quantity, and size details carefully before placing the order;

• you understand that intimate, hygiene-sensitive, and perishable items are subject to strict return restrictions;

• you will record an unboxing video immediately upon receiving the package;

• you will raise any complaint within 24 hours of delivery; and

• you will cooperate with Mohastra’s verification and pickup process for any approved claim.

15. Policy Abuse / Fraud Prevention

Mohastra reserves the right to reject any request that appears fraudulent, abusive, dishonest, manipulated, or inconsistent with the evidence provided. Repeated false claims, suspicious order behaviour, or misuse of the replacement process may result in denial of future claims, cancellation of orders, restriction of Cash on Delivery eligibility, suspension of customer accounts, or refusal of service.

16. Contact Us

For any questions regarding returns, replacements, or order issues, please contact us at:

Mohastra
Email: info@mohastra.com
WhatsApp: 9225086892

17. Final Note

By placing an order on Mohastra, you acknowledge that you have read, understood, and agreed to this Return, Replacement & Refund Policy.

Mohastra reserves the right to amend, modify, or update this policy at any time by publishing the revised version on its website. The latest version published on the website shall apply to all orders, subject to applicable law.