Privacy Policy
Refund and Cancellation Policy
Effective Date: November 26, 2025
Brand Name: Mitu and Mao
At Mitu and Mao, we strive to ensure you are happy with your jewelry. However, please read the following terms regarding cancellations and refunds to understand how your refund amount is calculated.
1. Non-Refundable Payment Charges
By placing an order on our website, you acknowledge and agree that payment gateway charges are non-refundable.
When you pay online, our payment processor (Razorpay) charges a transaction fee (typically 2% to 3% of the transaction value) to facilitate the transfer. This fee is paid to the bank/processor instantly and is not returned to Mitu and Mao even if the order is cancelled.
Therefore, in the event of a refund (for any reason other than a manufacturing defect), the refund amount will be calculated as:
Refund Amount = (Total Paid Amount) — (Payment Gateway Transaction Fee)
2. Refund Calculation Example
If you paid ₹5,000 for an order and requested a cancellation:
Total Paid: ₹5,000
Less Payment Gateway Fee (approx. 2.5%): - ₹125
Total Refund You Receive: ₹4,875
3. Cancellation Policy
Pre-Dispatch Cancellation: If you cancel your order before it has been shipped, we will process your refund minus the payment gateway charges mentioned above.
Post-Dispatch Cancellation: Once an order has been shipped, it cannot be cancelled. You may choose to return the package (if eligible), but Shipping Charges (both ways) and Payment Gateway Charges will be deducted from your final refund.
4. Defective or Damaged Products
The only exception to the above policy is if you receive a defective or wrong product.
In such cases, Mitu and Mao will bear all costs, and you will receive a 100% full refund or a free replacement.
Mandatory: You must provide an unboxing video clearly showing the defect to be eligible for a full refund without deductions.
5. Refund Timeline
Once your refund is approved, it will be processed within 5-7 business days. The amount will be credited back to your original payment source (bank account/card).
Shipping & Delivery Policy
Brand Name: Mitu and Mao
At Mitu and Mao, we partner with premium courier services to ensure your jewelry reaches you safely. Please review our shipping terms to understand how shipping costs are handled in cases of returns or undelivered packages.
1. Shipping Charges & "Free Shipping"
Standard Shipping: We may charge a standard shipping fee calculated at checkout based on your location.
Promotional Free Shipping: Occasionally, we offer "Free Shipping" on orders above a certain value. Please note that "Free Shipping" is a cost borne by Mitu and Mao as a gesture of goodwill.
If You Return a Product: If you avail of Free Shipping but later decide to return the product (for reasons other than a defect), the actual shipping cost incurred by us (approx. ₹100 - ₹200 depending on weight/location) will be retroactively charged and deducted from your refund.
2. Delivery Refusal & Non-Availability (RTO)
If a prepaid order is shipped but:
You refuse to accept the delivery at your doorstep; OR
You are not available to receive the parcel after 3 attempts by the courier;
The courier company charges us a penalty called RTO (Return to Origin) Charges, which is effectively double the shipping cost (Forward + Reverse).
Consequence: In such cases, your refund will be processed after deducting:
(Forward Shipping Cost) + (Return/RTO Penalty Cost) + (Payment Gateway Charges)
Example:
If you paid ₹2,000 and refused delivery:
We deduct Forward Shipping: ₹100
We deduct RTO Penalty: ₹100
We deduct Payment Gateway Fee: ₹50
Total Refund: ₹1,750 (approx).
3. Wrong Address
It is the customer's responsibility to provide a complete and accurate address (including House Number and Landmark).
If a package returns to us due to an incomplete address provided by you, you will be liable to pay the re-shipping charge for us to send it again. We will not issue a refund in this scenario.
4. Broken or Tampered Packages
Do not accept the package if the seal is broken or the box looks tampered with.
Mandatory Unboxing Video: To claim any damage during transit or missing items, you MUST record a 360-degree unboxing video (without cuts/edits) starting from showing the label to opening the jewelry box. Without this video, shipping insurance will not cover the loss, and we cannot offer a replacement.
5. Dispatch Timeline
Mitu Collection (Traditional) & Mao Collection (Western): Most items are dispatched within 24-48 hours.
Custom Orders: Please allow 5-7 business days for dispatch.
Privacy Policy
Last Updated: November 26, 2025
Brand Name: Mitu and Mao
At Mitu and Mao, we value the trust you place in us. This Privacy Policy details how we collect, use, and protect your personal information when you visit our website or purchase our jewelry.
By visiting our platform, you agree to be bound by the terms and conditions of this Privacy Policy.
1. Information We Collect
To provide you with our products, we must collect certain information:
Personal Information: Name, Phone Number, Billing Address, and Shipping Address.
Account Information: Email address and password (if you create an account).
Payment Information: We do not store your credit card, debit card, or banking passwords. All financial transactions are processed through a secure third-party payment gateway (Razorpay). We only receive a confirmation that payment was successful or failed.
2. How We Use Your Information
We use your data strictly for the following purposes:
Order Fulfillment: To ship your Mitu or Mao collection jewelry to the correct address.
Communication: To send order confirmations, shipping updates, or contact you regarding delivery issues.
Fraud Prevention: To detect potential fraud or abuse to protect our business and other customers.
Marketing (Optional): To send you emails about new collections or offers. You can unsubscribe from these at any time.
3. Sharing of Information
We value your privacy and do not sell your data to advertisers. However, to fulfill your order, we must share specific data with trusted third parties:
Logistics Partners: We share your Name, Address, and Phone Number with courier companies solely to ensure delivery.
Payment Processors: Your payment data is handled securely by Razorpay under their own rigorous privacy standards.
4. Data Security & Liability Disclaimer
We implement standard security measures to protect your personal information.
Limitation of Liability: While we strive to protect your data, Mitu and Mao cannot guarantee absolute security of data transmitted over the internet. By using this site, you acknowledge that Mitu and Mao is not liable for any data theft, hacking, or unauthorized access that occurs on third-party platforms (such as the Payment Gateway or Courier servers).
5. Cookies
We use "cookies" to improve your shopping experience (e.g., remembering what is in your cart). You can choose to disable cookies in your browser, but this may prevent you from using the checkout function.
6. Contact Us
If you have questions regarding this privacy policy, please contact us at:
Email: amlanchakrabortyemani@gmail.com
Phone: 9123312293
Terms of Service
Last Updated: November 26, 2025
Brand Name: Mitu and Mao
1. Acceptance of Terms
By visiting our website and/or purchasing something from Mitu and Mao, you engage in our "Service" and agree to be bound by the following terms and conditions ("Terms of Service", "Terms"), including those additional terms and policies referenced herein (specifically our Refund Policy, Shipping Policy, and Privacy Policy).
2. General Conditions
Right to Refuse: We reserve the right to refuse service to anyone for any reason at any time. If a customer is abusive or suspected of fraud, we may cancel their order immediately.
Price Changes: Prices for our products are subject to change without notice. We shall not be liable to you for any modification, price change, suspension, or discontinuance of the Service.
3. Products and Accuracy
Visual Representation: We have made every effort to display as accurately as possible the colors and images of our products. We cannot guarantee that your computer monitor's display of any color will be accurate.
Handmade Variance: As our jewelry may involve handcrafted elements, slight variations in weight, size, or finish may occur. These are not defects but part of the product's character.
Errors: In the rare event that a product is listed at an incorrect price due to a technical error, Mitu and Mao reserves the right to refuse or cancel any orders placed for the product listed at the incorrect price, even if your credit card has been charged. (If charged, we will issue a full refund).
4. Intellectual Property (Copyright Protection)
Brand Ownership: All content on this site, including but not limited to the "Mitu and Mao" brand name, the logo, the Mitu/Mao/Cat character storylines, text, graphics, and jewelry designs, is the exclusive property of Mitu and Mao and is protected by Indian and international copyright laws.
No Copying: You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, or the brand narrative, without express written permission from us.
5. Product Care & Liability (Health Disclaimer)
Allergies: While we use high-quality materials, Mitu and Mao is not responsible for any allergic reactions, skin rashes, or physical injuries caused by wearing our jewelry. It is the customer's responsibility to know their own metal sensitivities (e.g., nickel, copper, silver) before purchasing.
Choking Hazard: Our jewelry contains small parts. Keep them away from small children and pets. We are not liable for any accidents resulting from negligence.
Wear and Tear: We are not liable for damage to the product caused by improper care (e.g., wearing jewelry while swimming, showering, or spraying perfume directly on it).
6. Billing and Account Information
You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. If you provide a wrong address or phone number, and the package is lost or returned, you are liable for the loss or re-shipping costs as per our Shipping Policy.
7. Indemnification
You agree to indemnify, defend and hold harmless Mitu and Mao from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service.
8. Governing Law
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in [Kolkata, West Bengal].
9. Contact Information
Questions about the Terms of Service should be sent to us at:
Email: amlanchakrabortyemani@gmail.com
Phone: 9123312293