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?
Message us with the product name/variant and your delivery details. We’ll confirm stock, share the payable amount, and guide you to complete payment.

Q2. What payment modes do you accept?
We accept UPI (recommended). You’ll receive the payable amount and our UPI mobile number during checkout/DM. Share the payment reference ID or screenshot on WhatsApp for faster confirmation. (Online payment gateways will appear on the site as they go live.)

Q3. Is UPI payment safe?
Yes. Payments are received on our verified business contact. You’ll get an Order Confirmation message once payment is verified.

Q4. Can I change my address or phone number after ordering?
Yes—before dispatch only. Once shipped, address edits aren’t possible.

Q5. Can I cancel my order?
You may cancel before dispatch. After dispatch, the order can’t be cancelled.

2) Shipping, Handling & Delivery

Q6. Where do you ship?
We currently ship across India.

Q7. What are the handling & delivery timelines?

• Processing (pick/pack): 1–3 business days

• Delivery after dispatch:

  • Metro cities: 5–7 business days

  • Non-metro: 7–10 business days

  • Remote areas: 10–12 business days
    You’ll receive a tracking link once your parcel is shipped.

Q8. How do I track my order?
You’ll get a tracking link via WhatsApp/Email post-dispatch. If tracking seems stuck for 24–48 hours, ping support—we’ll nudge the courier.

Q9. Will my order arrive in multiple parcels?
Sometimes yes (based on warehouse routing or product type). You’ll get separate tracking links if split.

Q10. What if delivery was attempted when I wasn’t available?
Couriers usually attempt up to 3 times. Keep your phone reachable. If marked RTO (returned to origin) due to unavailability/wrong address, reshipment may require a new shipping fee.

3) Returns, Replacements & Refunds

Q11. What’s your return policy?
We offer easy replacements for items that are:

• Damaged on arrival, defective, or incorrect item received.
  Please raise a ticket within 5 days of delivery with photos/video that clearly show the issue and the outer label on the parcel.

A 7–15 day issue window is typical in India e-commerce; clearly defining evidence and condition reduces disputes and speeds resolutions. 

Q12. Do you provide refunds?
Our default is replacement. If the same item is out of stock or a replacement isn’t possible, we’ll process a refund to the original source as per RBI-compliant timelines after approval. 

Q13. What’s the condition required for replacement approval?

• Request within 5 days of delivery

• Unused item with all parts/accessories

• Clear photos/video of the defect/damage and shipping label

• Packaging kept safely until your case is reviewed

Q14. Who pays return shipping for defective/damaged items?
If the issue is verified as seller/shipper fault, we’ll arrange pickup or compensate reasonable return shipping.

Q15. What items are non-returnable?
For hygiene/safety or supplier constraints, some categories may be non-returnable (e.g., personal care items, perishable goods, used/installed items, and items marked “Final Sale”). The product page will mention this wherever applicable. (This is standard in India e-commerce policies.) 

Q16. The package is visibly damaged—what should I do?
If outer damage is visible at delivery, please record a short unboxing video and share it with us within 24 hours. This helps us resolve faster with the courier.

Q17. I received a missing part/accessory.
Share a photo/video of the item with the parcel label; we’ll ship the missing part or replace the item.

4) Product & Quality

Q18. Are your products genuine and quality-checked?
We work with verified suppliers and list products that meet our usefulness, quality, and value criteria. Every item goes through basic QC before dispatch.

Q19. Will color or size vary slightly from photos?
Display variations and lighting can cause minor color differences. We try to show true-to-life images and note sizing/fit wherever relevant.

Q20. Do items come with a brand/importer warranty?
If a product includes a manufacturer/importer warranty, it will be stated on the product page along with claim steps.

5) Pricing, Taxes & Invoices

Q21. Are prices inclusive of GST?
Pricing shown on the store is inclusive of applicable taxes unless stated otherwise. You can request a GST invoice (where applicable) via support with your order ID and GST details.

Q22. Do you charge shipping?
Shipping fees (if any) are shown at checkout or confirmed by support before payment.

6) Account, Privacy & Support

Q23. Do I need an account to order?
Orders can be placed via DM/WhatsApp; account creation isn’t mandatory. For website checkout (when payment gateway is active), you can also checkout as a guest.

Q24. How do you use my data?
Only for order processing, shipping and support. For full details, see our Privacy Policy (linked in the footer/help center).

Q25. How can I contact support?

• Email: support@mitrashops.com

• WhatsApp: +91 7208474191

• Hours: Mon–Sat, 10:00–19:00 IST
  We usually reply within 1–6 business hours.

7) Step-by-Step: Replacement Request (Quick Guide)

1. Email/WhatsApp us within 5 days of delivery

2. Share Order ID, issue description, and photos/video (include parcel label)

3. Our team reviews within 1–2 business days

4. If approved: pickup arranged or new unit shipped

5. If the same item is unavailable: refund is processed to the original source (as per RBI rails)