Our position, in short
What we will always do is make it right when something arrives wrong. If your order is damaged, incorrect or incomplete, we will replace it, or issue store credit where a replacement is not available.
When you can raise a claim
You can raise a claim if, on arrival, your order is:
- Damaged in transit — broken, cracked or crushed packaging or product
- Leaking — product has spilled inside the packaging
- The wrong item — a product or shade you did not order
- Incomplete — an item listed on your invoice is missing from the parcel
- Expired, or close to expiry — materially less shelf life remaining than there should be at the point of delivery
How to raise a claim
Write to customer@marrake.in within 72 hours of delivery with:
- Your order number
- A clear, unedited unboxing video that begins before the outer packaging is opened and continues without a cut until the products are visible
- Photographs of the outer shipping packaging, including the shipping label
- Photographs of the product and its batch number
The unboxing video genuinely matters. It is the only way we can tell courier damage from damage occurring after delivery, and it lets us settle claims quickly and hold our delivery partners to account. Claims for damaged, missing or incorrect items cannot ordinarily be processed without it.
What happens next
We review every claim within 2 business days of receiving your email.
If your claim is approved, we send a free replacement of the affected item, dispatched within 2 business days of approval. You pay nothing further, including delivery.
If the item is out of stock or has been discontinued, we will offer you Marraké store credit for its full value, or a replacement with a different product of the same value.
We may ask you to return the affected item. If we do, we arrange and pay for the pickup. Please do not send anything back before we ask, as we cannot process unauthorised returns.
About store credit
Store credit is issued as Marraké store credit against your account, within 2 business days of a claim being approved. It is valid for 12 months from the date of issue, can be used across one or more orders, and can be redeemed only on marrake.in. It cannot be transferred, exchanged for cash, or withdrawn to a bank account.
Cash on Delivery orders
Claims on COD orders follow exactly the same process and are resolved by replacement or store credit, exactly as above. Because payment on a COD order is collected only at the door, there is no payment to reverse and we will never ask you for bank account details.
When refunds do apply
Our remedy for a damaged, incorrect or missing item is a replacement, or store credit. We do not issue cash refunds on delivered orders, and we do not accept returns.
Money is refunded in three situations, all covered by our Cancellation Policy: where you cancel an order before it is dispatched, where we cancel an order ourselves, and where you refuse delivery at your door. In each case the refund is sent to your original payment method within 5 to 7 business days, and your bank may take a further 3 to 5 business days to post the credit.
What is not covered
To be transparent, the following are not eligible:
- Products that have been opened, used, or had their seal broken, unless they arrived damaged
- Claims raised more than 72 hours after delivery
- Claims for damaged, missing or incorrect items unsupported by an unboxing video
- Products damaged after delivery through misuse, mishandling or improper storage, including exposure to direct heat or sunlight
- Free gifts, samples and gift-with-purchase items
- Minor variation in the shade, texture or scent of a product. Our formulations use natural botanicals, which vary slightly between batches, and screens render colour differently. Neither is a defect.
- A change of mind, or a product simply not suiting your preference
- An individual skin, lip or scalp reaction. Please read our Product Safety & Disclaimer page and always patch test before first use.
Where a combination, set or bundle is affected, the claim is assessed on the set as a whole. Individual items within a set cannot be claimed separately.
Your statutory rights
Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or any other applicable Indian law.
Still need help?
Email customer@marrake.in, or escalate to our Grievance Officer at grievance@marrake.in.