HELP & FAQ

Support (Mon–Sat, 10:00–19:00 IST)
📧 Email: support@mitrashops.com
💬 WhatsApp: +91 7208474191

1) Orders & Payments

Q1. How do I place an order?

You can order directly on our website or message us the product name and your delivery details.
We’ll confirm stock and guide you through payment if required.

Q2. What payment modes do you accept?

  • UPI (Recommended)

  • Online payment gateways (as they go live)

  • COD only for eligible physical products
    ❌ COD is NOT available for digital products.

Q3. Is UPI payment safe?

Yes. Payment is made to our verified business UPI ID.
You will receive order confirmation once payment is verified.

Q4. Can I change my address or phone number after ordering?

Address/phone changes are possible before dispatch only.

Q5. Can I cancel my order?

  • Physical products: Cancellable before dispatch.

  • Digital products: ❌ Cannot be cancelled once paid (instant delivery).

2) Shipping, Handling & Delivery

Q6. Where do you ship?

We ship physical products across India.
Digital products are delivered instantly online.

Q7. What are the delivery timelines for physical products?

Processing: 1–3 business days
Delivery after dispatch:

  • Metro: 5–7 days

  • Non-Metro: 7–10 days

  • Remote areas: 10–12 days

You will receive a tracking link once shipped.

Q8. How do I track my order?

Tracking link is sent via WhatsApp/Email.

Q9. Will my order arrive in multiple parcels?

Yes, depending on warehouse routing or product type.

Q10. What if I miss the delivery?

Couriers attempt delivery up to 3 times.
If RTO happens due to unavailability or incorrect address, redelivery may require additional shipping fees.

3) Returns, Replacements & Refunds

Q11. What is your return policy for physical products?

We offer free replacements only for:

  • Damaged product

  • Defective product

  • Wrong item delivered

  • Missing parts

Report the issue within 5 days with clear photos/video + parcel label.

Q12. Do you provide refunds?

Refunds are issued only when replacement is not possible, such as:

  • Product out of stock

  • Replacement unavailable

Refunds are processed to the original payment method.

Q13. Conditions for getting a replacement

  • Report within 5 days

  • Product unused and in original condition

  • Clear proof of damage/defect

  • Packaging retained

Q14. Who pays the return shipping?

If the issue is verified as our/courier fault, we arrange pickup or compensate for return shipping.

Q15. What items are non-returnable?

  • Hygiene & personal products

  • Used/installed items

  • Final sale / non-returnable marked products

  • ALL digital products (ebooks, guides, PDFs) — strictly non-refundable & non-returnable

Q16. What if my parcel is visibly damaged?

Send an unboxing video within 24 hours.

Q17. Missing accessories?

Share a photo/video; we’ll send the missing part or replace the product.

4) Product & Quality

Q18. Are your products genuine and quality-checked?

Yes. Every product goes through basic QC before dispatch.

Q19. Will color/size vary slightly?

Minor variations due to lighting/display differences are normal.

Q20. Do items come with warranty?

If applicable, warranty details will be mentioned on the product page.

5) Pricing, Taxes & Invoices (Updated)

Q21. Are prices inclusive of GST?

We do NOT charge GST separately.
All prices shown are final and inclusive of all costs.

👉 GST invoices are NOT available because we do not charge GST to customers.

Q22. Do you charge shipping?

If applicable, shipping fees will be shown at checkout.

6) Account, Privacy & Support

Q23. Do I need an account to order?

No. You can order via our website or WhatsApp.

Q24. How do you use my data?

Only for order processing, shipping, and customer support.
See our Privacy Policy for more details.

Q25. How can I contact support?

📧 support@mitrashops.com
💬 +91 7208474191 (WhatsApp)
⏱ Mon–Sat, 10 AM – 7 PM

7) Digital Products (Ebooks, PDFs, Guides) — Special Policy

Q26. How are digital products delivered?

Instantly delivered after payment via:

  • Download link

  • Email with file access

Q27. Are digital products refundable?

❌ No. Digital products are strictly NON-REFUNDABLE and NON-RETURNABLE due to their downloadable nature.

Q28. Can I share or resell the digital products?

❌ No.
All digital items are copyrighted by MitraShops.
Unauthorized sharing, distributing, copying, or reselling is illegal and may lead to legal action.

Q29. What if I didn’t receive the digital download?

Message our support; we will resend the link after verifying your order.

8) Quick Replacement Process (Physical Products Only)

  1. Contact support within 5 days

  2. Share Order ID + photos/video + parcel label

  3. Review time: 1–2 business days

  4. Replacement shipped / pickup arranged

  5. Refund only if replacement unavailable