Refund policy
CANCELLATION, RETURN & REFUND POLICY
Apotheosis, having its registered office at G22, No. 99/100, Prestige Tower, Residency Road, Bengaluru, Bengaluru Urban, Karnataka, 560025 operating under the brand name Miez, is committed to providing a superior shopping experience for our customers. Our policy outlines the terms and conditions for the cancellation of orders, return of Product(s), and processing of refunds. By shopping with us, you agree to adhere to these terms.
1. GENERAL TERMS
1.1 Scope This cancellation, return, and refund policy (“Policy”), together with the Terms of Use, sets out our procedures and policies in accepting Product cancellation, return, and refund thereof. This Policy applies to all purchases made through our website or mobile application (collectively, the "Miez Platform").
1.2 Please note that we may from time to time change the terms of the Policy that govern your return, refund, or cancellation of an order for Products on the Miez Platform. The latest version will be effective immediately upon being posted on the Miez Platform.
2 CANCELLATION POLICY
2.1 Pre-Dispatch: Orders can be cancelled within 24 hours of placement or before dispatch, whichever is earlier. To cancel, please contact our customer service team via [support@themiez.com] or call us at [+91-909 909 8553].
2.2 Post-Dispatch: Once dispatched, orders cannot be cancelled. In such cases, the return policy will apply.
2.3 Order Cancellation by Miez: We reserve the right to cancel orders under circumstances such as unavailability of stock, incorrect pricing, or any other unforeseen situation. In such cases, a full refund will be issued to the Customer.
2.4 Refund Processing for Cancellations: Refunds for cancelled orders will be processed and credited to the original payment method within 7-10 working days. For COD orders, the refund will be processed via bank transfer, after obtaining the necessary bank details from the Customer. The amount refunded will be subject to applicable policies and charges of the Customer’s bank/financial institution.
2.5 Partial Cash on Delivery (Partial COD) Orders: For orders placed using the Partial COD payment method, the amount collected online at the time of order placement is non-refundable. In the event of a cancellation, return, or refund, only the Cash on Delivery portion of the payment will be eligible for refund, subject to the terms of this Policy. The upfront online payment component is treated as a non-refundable convenience charge.
3 RETURN OF PRODUCTS
3.1 Eligibility for Return
(a) Customers may initiate a return request for Product(s) purchased through the Miez Platform, subject to the following conditions:
(b) The Product(s) must be purchased from select pin-codes. The return is permissible only if:
(i) The Product(s) is damaged;
(ii) Both the Product(s) and shipping package have been damaged;
(iii) The Product(s) is defective;
(iv) The Product(s) is of substandard quality;
(v) Parts of the Product(s) or accessories are missing;
(vi) The Product(s) received is different from the Product(s) description on the Miez Platform i.e colour and design are different;
(vii) Have received different size than the one ordered or product doesn’t fit properly;
(vii) You are dissatisfied with the purchased Product.
(c) Return requests must be initiated within fifteen (15) days from the date of delivery ("Return Period").
3.2 Conditions for Return
(a) The Product(s) must be returned in its original, unused condition, along with the original invoice or sale receipt, inner packaging, attached tags in the original packaging.
(b) Miez reserves the right to request images of the Product(s) to assess the condition and process the return and refund request at our sole discretion.
(c) Miez accepts partial returns wherein customer can raise a return request for one or all products in an order.
3.3 Return Process Options
(a) Pick-Up Service: In most locations, Miez offers a complimentary pick-up service for returns. The availability of this service will be confirmed upon submitting the return request.
(b) Self-Ship: If the pick-up service is unavailable, Customers may need to self-ship the Product to Miez's designated facility. In such cases, Miez may reimburse shipping costs up to a specified limit, provided the return conditions are met.
3.4 Verification and Approval
(a) Upon receiving the return request, Miez will verify if the defects, damages, claimed are acceptable.
(b) The acceptance or rejection of the return request is at the sole discretion of Miez. Decisions made in this regard will be final and binding.
3.5 Non-Returnable Items
(a) Certain Product(s), due to their intimate nature and hygienic standards, are non-returnable. These include, but are not limited to:
--- Panties & accessories (Body tape, Push-up inserts, stick-on bras, Bra extenders, Straps, pasties, and similar intimate apparel).
(b) Returns will not be accepted if the Product(s) is found to have been tampered with, worn, soiled, cleaned, or altered. Miez will not accept returns if the Product(s) shows signs of damage due to improper use, modification, or any value depreciation caused by factors other than manufacturing defects.
3.6 Mandatory Conditions for Returns
(a) The following conditions must be met for a return to be accepted:
i. The Product must not have been worn, soiled, cleaned, or tampered with.
ii. The price tag, barcode, brand tags, original packaging, and accompanying accessories must be intact and undamaged.
iii. The Product should not be altered, except in cases of proven vendor defects.
iv. The return must be initiated against the original order and from the same account. The serial number or barcode must match Miez's records.
v. The Product(s) must be free from foul odours, perfumes, stains, dents, scratches, tears, or any other damage.
vi. Products purchased as a set must be returned as a complete set.
vii. The Product(s) must be in an unused, undamaged, unwashed, and saleable condition.
viii. Miez must be satisfied that the Product(s) has not been rendered defective or unusable.
(b) Miez reserves the right to reject any return request that does not meet these mandatory conditions.
3.7 Return Logistics
(a) Return of purchased Product(s) will be facilitated through Miez's reverse-logistics partners. Upon receiving a duly acknowledged return request, our reverse-logistics partners will contact the Customer to arrange the collection of the Product(s).
(b) Please note that gift wrapping charges are non-refundable in the event of a return.
4 REFUND POLICY
4.1 Eligibility for Refund
(a) Customer may request a refund for upon initiating a return or cancellation request through the Miez Platform. Refunds will only be processed if the payment for the Product has been successfully received by Miez.
(b) The approval of the refund is contingent upon our verification and assessment of the returned Product(s). This includes the review of any images submitted and the physical inspection of the returned items upon receipt at our warehouse or by our logistics partner.
(c) In cases where a Non-Returnable Product(s) is received in a damaged or defective state or receives an incorrect size/product attributable to Miez's fault, Customer will be eligible for a full refund, including shipping charges, subject to verification by Miez. Verification may require Customers to provide images or other evidence of the defect or damage.
4.2 Refund Process and Timeline
(a) Refunds will be credited to the Customer's original payment method. The amount refunded will be subject to applicable policies and charges of the Customer’s bank/financial institution.
(b) The processing of refunds will be processed between 7-15 working days following the successful pickup of the returned Product(s) by our logistics partner or upon receipt of the self-shipped Product(s) at our warehouse. Please note that additional time may be required for the refunded amount to reflect in the Customer's account, depending on the processing times of banks or financial intermediaries. Should there be any delay beyond the stipulated time frame, Customers are encouraged to contact our Customer service team for assistance.
4.3 Exclusions from Refund
(a) Refunds will not include any amounts paid towards shipping charges, the upfront online payment component of Partial COD orders, or any additional fees incurred. These charges are non-refundable unless the Product(s) was delivered in a defective or damaged condition attributable to Miez's fault, and this has been duly verified and accepted by us.
4.4 Conditions for Refund
(a) Refunds are conditional upon the Product(s) meeting all the criteria mandatory for returns as mentioned in 3.6 above.
(b) Miez reserves the right to reject any refund request if the returned Product does not meet these conditions. In such cases, Miez may take necessary steps, including the reclamation of the refunded amount if already processed.
5 EXCHANGE POLICY
5.1 Eligibility for Exchange
(a) Customers may initiate an exchange request only once per item.
(b) Exchange requests can only be made for select pin-codes. Requests for exchange must be initiated within fifteen (15) days from the date of delivery of the Product ("Exchange Period").
(c) Exchange request can only be made for the same product in a different size or colour subject to availability.
(d) Only products purchased at full-price are eligible for exchange.
5.2 Conditions for Exchange
(a) Exchange of Product(s) are conditional upon the Product(s) meeting all the criteria mandatory for returns as mentioned in 3.6 above.
(b) Miez reserves the right to verify the condition and authenticity of the returned Product. Customers may be required to provide images of the Product and its condition.
5.3 Exchange Process
(a) Initiate Exchange: Customers should register an exchange request via the Miez Platform or contact our Customer service team. The request must include the reason for the exchange and any supporting evidence, such as photos of defects or damages.
(b) Verification: Miez will verify whether the defects, damages, are valid and acceptable under our policy. This includes determining if these issues are due to manufacturing faults or other reasons attributable to Miez.
(c) Acceptance or Rejection: The decision to accept or reject an exchange request lies solely with Miez.
d) Dispatch and Delivery of Exchanged Product(s): Upon approval of an exchange request and successful receipt and quality check of the returned Product(s), Miez shall process the dispatch of the replacement Product(s). The estimated delivery timeline for exchanged Product(s) is 4-8 business days within India.
(e) Delivery Timelines Indicative: The delivery timelines stated above are indicative only and not guaranteed. Deliveries to North Eastern states, hilly regions, or other remote, inaccessible, or impacted locations may require additional time due to logistical constraints beyond the control of Miez.
5.4 Non-Exchangeable Items
(a) Certain products, due to their intimate nature and hygiene standards, are non-exchangeable. This includes, but is not limited to:
--- Panties & accessories (Body tape, Push-up inserts, stick-on bras, Bra extenders, Straps, pasties, and similar intimate apparel).
(b) Exchange requests will not be accepted if:
i. The Product falls under a non-exchangeable category.
ii. The exchange request or complaint is made after the Exchange Period.
iii. The Product has been altered, used, or damaged due to improper handling, modifications, or any other reasons not attributable to Miez.
5.5 Additional Provisions
(a) Any damage to the Product(s) caused by improper use, modifications, or depreciation in value due to reasons other than manufacturing defects will not qualify the Product for exchange.
(b) The final decision regarding the eligibility of an exchange lies with Miez, and any determination made shall be conclusive and binding.
6. CUSTOMER SUPPORT
For any questions or issues regarding cancellations, returns, or refunds, please contact our customer service team at:
Email: support@themiez.com
Phone: +91-909 909 8553
Operational Hours: 10am – 6 pm IST (Mon-Fri)
7. LIABILITY LIMITATION
Miez is not liable for any indirect or consequential losses arising from the use of or inability to use our products. Our liability is limited to the amount paid by the Customer for the purchase.
8. GOVERNING LAW
This policy shall be governed by and construed in accordance with the laws of India. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the courts in Bangalore.