What is your return & exchange policy?
Domestic orders may be returned for an exchange, refund or store credit within 7 days of order receipt provided they meet our eligibility criteria.

All international orders, partner brands (eco shop), made-to-order, personalised and sale items are final sale and not eligible for a return or exchange.

Domestic gift returns may be exchanged or returned for store credit that can be used to shop online.

All orders must be accompanied with an order number and record of sale. Shipping fees are not refunded.

What items are eligible for returns?
- Domestic orders within India
- Unused and unwashed items with all packaging items intact
- Return request is within the 7 days time period

What items are non-returnable?
- Made-to-order and personalised items
- Items marked as final sale
International orders
- Masks, sleeping bags (medium & large sizes only), nestilo (maxi size only), heirloom collection and eco shop items
- Free gifts or promotional items with retail value

How do I request for a return?
If your item meets our eligibility criteria above, please email us on hello@masilo.in within 7 days of order receipt with the following information:

- Your order number and the item you would like to return
- Whether your request is for an exchange, refund or store credit. If you would like an exchange, please let us know which product you would like instead
- Reason for exchange or return
- Photos of the item
- Pickup address and contact number

Our team will get back to you via email in 3-5 working days.

How soon will I get my exchanged item?
Once your return request is approved, it takes 2-4 days to schedule a pick-up for your item and 7-10 days in transit to reach us. Upon arrival at our warehouse, our quality team checks for damages, etc. before authorising the item for an exchange or refund.

If your returned item meets our quality check, the exchanged item will be dispatched from our warehouse within immediately and will reach you in our standard delivery time i.e. 3-7 days for domestic orders.

How soon will I get my refund?
Refunds and store credit are issued approximately 2 weeks after the item has been received at our warehouse and authorised for a return by our quality team. If there are any issues with your return package, the refund may be delayed. Shipping fees are not refunded.

What if I received a damaged item?
If your item was received damaged please notify us via email on hello@masilo.in within 48 hours of order receipt for an exchange or refund/store credit. In your email, please include all the information requested under the section ‘how do I request for a return?’ along with photos clearly showing the damages.

How do I exchange a gift?
All gifts may be exchanged or returned for store credit, provided they are accompanied with an order number and record of sale.

Terms & conditions
Credit notes for all returns and exchanges will be sent only to the registered email address used to make the purchase.

Replacements will be offered based on availability. If we don't have the product in stock for an exchange, we'll be happy to offer you a credit note.

We are unable to process exchanges or returns without receiving the item back in our warehouse first for a quality check. In case you require an item to be replaced on an urgent basis, we recommend creating a new order for it on our website while your return request is being processed.

Need more help with returns?
Email: hello@masilo.in  |  WhatsApp +91 9819811293  |  Monday to Friday 10am-6pm IST