It’s nice to have you around! We at Manzuri are all about providing you with 100% satisfaction and we’re here to help however we can. We’re always ready to go the extra-mile for your pleasure.
At Manzuri, we are committed to respecting your privacy and ensuring a discreet shopping experience. We understand that confidentiality is paramount when it comes to personal pleasure and intimate exploration. That’s why we take great care in our packaging process.
When you receive your order, it will arrive in a plain brown carton, without any indication of its contents. Our discreet packaging approach means that even if the box were to be seen by others, they would have no way of knowing what’s inside
The label on the outside of the package contains only the necessary information: your address, our warehouse address, and the payment details. There is no mention of the product.
Our focus on discreet packaging extends to our delivery process as well. The delivery personnel who bring your order to your doorstep are not informed about the contents of the package. They are only aware of the delivery address, ensuring an added layer of confidentiality.
You might receive a message/email from our shipping partner which mentions the contents of your package. These are general, quality-of-life updates which provide you with invoices, the status of your order, etc. Rest assured that the person coming to deliver your package will not have any information on what they are delivering.
We want you to feel comfortable and assured that your privacy is respected throughout your shopping journey with us. We value the trust you place in our business and understand the sensitive nature of the products we offer. Our goal is to create a safe and discreet space for you to explore and fulfil your desires. So, rest assured that when you choose our services, you can rely on us to prioritise your privacy, providing you with a seamless and confidential shopping experience.
- From the time you place your order to the time it reaches your doorstep, shipping takes anywhere between 7 to 14 working days. This is because we ensure that each of our products is top-notch in quality and are extremely cautious of their hygiene.
- We make sure that there’s no legality issue with our products. All products are already in India, so you don’t need to worry about a call from Customs.
- We apply a nominal Rs. 80 fee on Cash-On-Delivery orders below Rs 2000.
- Delivery timelines for pre-order products vary and the shipping dates are only estimates. Since these products are new products, delays are common, since shipping and testing of new products can take a lot of time.
- Delayed deliveries: We do not have the option of cancellation or return for delayed delivery, unfortunately. We’re a small startup, and delays do happen sometimes due to unforeseeable reasons.
- Examples of unforeseeable reasons are:
- Bad weather conditions such as heavy rainfall, hail, etc.
- Strikes and union protests
- National holidays
- Extra rush due to sales
- We accept cancellation requests within 24 hours of placing the order or BEFORE your order is shipped from our warehouse – whichever is earlier.
- You can reach out to us at email@example.com or on WhatsApp with your cancellation request and details, and we’ll take it from there. Please note, your cancellation request will NOT be considered valid until you email us within 24 hours (or before your order is shipped).
- Pre-Orders, once placed, cannot be cancelled. In case we fail to deliver your pre-ordered product within 90 days of you placing the order, we will cancel your order and give you a full refund.
Manzuri strives to provide the best and highest quality products to all of our customers. However, for the extremely rare cases our products do not meet our high standards of quality, we have you covered with our 72-hour Buyer Protection. Here are the nitty gritty details:
- If you receive a damaged or defective product, you can reach out to us at firstname.lastname@example.org with your request alongside the details of the defect and a video showcasing the defect. This has to be done within 72 hours of order delivery.
- Once we review the video and can verify that the product is defective, we will ship you a replacement.
That’s it! It’s that simple. However, do keep in mind that:
- Under Buyer Protection, customers are eligible for a replacement only. Refunds cannot be issued.
- In case a replacement product is not available, the customer can be offered a replacement for a different product. If the customer is not interested in the other product, they can ask for a refund.
- Customers will have to share a video of the product showing how it is defective in order to claim a replacement. The video of the product should be clear and the defect should be clearly visible. If the customer does not cooperate or does not provide adequate information about the failure of the product, a replacement cannot be issued.
- Slight Variations – Some products on the website have minor variations from the images shown on the product page. This happens because every lot manufactured from China is slightly different in terms of design (even for the same products). However, we strive to make sure that these products are as high quality as possible so there is no reason for you to not be satisfied with your purchase. Buyer Protection is not valid in cases of such slight variations.
- Minor defects – such as scratches, dirt, discoloration, unevenness, etc – which do not affect the functionality of the product are not covered under Buyer Protection.
- Original Packaging – The product needs to have the original packaging intact for you to be eligible for a replacement. This refers to the main packaging of the product and not the cardboard corrugated packaging.
Outside of the 72-hour Buyer Protection, we do not offer any returns, refunds, exchanges or replacements of products, unless a warranty has been issued for the same (read below). The 72-hour period is provided for the customer to test, identify and report any issues with the product. If an issue is reported after 72 hours, Manzuri will not be liable for any compensation.
General Refund Policy
We strictly only offer replacements for products in the Buyer Protection or Warranty period, and not refunds.
However, there are some extremely rare cases under which a customer can be eligible for refund. These cases are mentioned below:
- Prepaid orders cancelled within 24 hours or before shipping, whichever is earlier.
- Undelivered orders, where the package is returned to Manzuri by the courier due to failed delivery.
- Pre-orders for certain products, where the order has not been delivered within 90 days of placing the order.
- Unavailability of ordered products, or unavailability of a replacement for eligible products under Buyer Protection/Warranty
Eligible customers who wish to opt for a refund can email us at email@example.com with their order details and refund request. We will confirm your request with a reply to your email.
Once a refund is confirmed, it can take up to 15 days for it to be processed and deposited into your account. Alternatively, customers can also choose to get a refund in the form of a website credit code, which can be used to purchase any item(s) from our website. These credits can be generated within a few hours.
By default, our products do not come with a warranty, unless specified on the product page.
For select products, customers can purchase a warranty if they wish. Under the warranty, customers will be eligible for a replacement of the product if it fails within the warranty period availed by the customer.
Extended warranty is not available for all products. For every product that this is valid on, you will see the option to purchase extended warranty clearly on the website page of that product.
All Buyer Protection Rules apply to Warranties, except for the 72-hour time limit.
Minor Defects and Slight Variations (defined under Buyer Protection) are not eligible for a warranty claim.
Customers will have to share a video of the product showing how it is defective in order to claim their warranty. The video of the product should be clear for the warranty to be claimed. If the customer does not cooperate or does not provide adequate information about the failure of the product, the warranty cannot be redeemed.
Warranty only covers product failures caused during the intended use of the product. Cases where the product is mishandled, used in an unintended way, or where the customer simply dislikes the product are not covered under warranty.
Warranty holders are only eligible for a replacement, and not a refund. In case a replacement product is not available, the customer can be offered a replacement for a different product. If the customer is not interested in the other product, only then can they opt for a refund.
All replacements will be manually checked by our team before dispatch, in order to ensure that a quality product is being sent. Our team might, therefore, open sealed packaging to perform such checks. All checks are done under strict hygienic conditions and guidelines, so you need not worry!
If a customer who has purchased an extended warranty is offered a replacement or an upgrade to a different product, their extended warranty would still apply to the replaced/upgraded product.
Can I buy Extended Warranty for a product after I have purchased it?
Yes, if it is within the Buyer Protection period of 72 hours from the date of delivery. After 72 hours have passed, you cannot buy extended warranty for your product.
If I redeem Extended Warranty for a product and get a replacement, will I have to pay again for warranty on the replaced product? What would be the duration of the warranty I will get for the replaced product?
No, you will not have to pay again for the warranty of the replaced product. Your replaced product will come with a 12 month warranty of its own.
I wish to redeem my warranty, but sending a video of the product is uncomfortable for me. Can I redeem my warranty without sending the video?
We understand that it can be difficult to record videos of our products due to the nature of their intended use. However, we wish to make it clear that we do not need videos of the product in use. We simply wish to verify if the product is actually faulty, or if it is simply not being used the correct way. There can be creative ways of demonstrating that a product is not working as intended. For example, if a product is not vibrating, you can turn it on and put it in a bowl of water.
No video needs to show your face or any identifying information.
I’ve used the product for some time, and realize I do not like it. Can I request a replacement?
We’re really sorry, but no. Warranties are only applicable if the product is defective or faulty in some way. We cannot process replacements based on matters of personal preference.
Only a part of my originally purchased product has failed. The rest is fine. Can I get a replacement only for the faulty part?
It depends on the product, but in most cases, we would ship an entirely new product and will not be able to send out individual parts.
Will I need to send my original product back if I successfully redeem my warranty?
We do not take used products back due to hygiene reasons. You can dispose of the faulty product, while we ship you a brand new one!
My warranty has expired, but my product failed within the warranty period itself. How can I redeem it?
Unfortunately, if you inform us of any defects after the warranty period has passed, we cannot process your request. This measure is simply to make sure people do not abuse our policy.
All you need to do is inform us of the issue within the warranty period with the video. Even if the conversation lasts more than the warranty period, you will still be eligible for redeeming your warranty, as long as it was reported within the warranty period.