Customer satisfaction and comfort have always been one of the top priorities for Mamal, and every effort is made to reach every customer in the best possible conditions. However, esteemed after-sales customers may encounter issues such as after-sales service. Considering the wide range of present products in Mamal website, all products that should be deliveredphysically safe and perfect to the consumer, have Originality & Health Guarantee, are subject to a 7-day test, and return period.
Items that are delivered as a gift from Mamal with a shipping order and included in the sales invoice at zero rials are not subject to a 7-day return guarantee.
Please pay attention:
– If you purchase a credit (using a discount code or voucher) after the sales-basket is finalized, it is legally impossible to change the basket, and change the invoice amount due to withdrawal, deletion or change of the item or number of goods and if the customer requests for any change, voucher or discount code will be canceled and refund will not be possible.
Terms of return
What is the use of a 7-day return guarantee?
If the purchased item has technical defects or defects;
– Technical defect or bugmust be reported to Mamal up to 7 days after delivery.
– It is necessary to keep the carton and main product box up to 7 days, and discarding it is forbidden.
– Goods should be packed perfect in its original box and all its accessories must be sent with main order.
– Labeling or writing descriptions, addresses, or any other items on the carton or box of the goods or tearing them will eliminate the possibility of using a return guarantee.
– This service does not include any technical or visual defects (fractures, scratches and something like this on the body of the product and decorative parts) caused by improper use of the product by the user. Misusing after delivery includessome items such as shipping, unusual use, maintenance and use other than the manufacturer’s recommendation.
– If the purchased item contradicts website information in terms of appearance or physical appearance.
– Any conflict or defect with the item must be notified to Mamal department service by telephone or email not later than 24 hours after delivery.
– If the conflict is visible without the use of the product, such as the color or the specifications on the body, the product should be in its original condition and not used.
– Photographs of products are for the purpose of informing and assisting the customer in purchasing and since there may be some differences in the details of the original product, they cannot be cited. The criterion for the conflict in the specifications of the goods is the technical specifications contained in the website.
– If it is possible to detect a conflict without opening the packaging, it may be possible to handle the customer’s request if the goods have not been removed from their original or original packaging.
– If it is possible to identify the conflict and deficiency of the items just associated with the packaging, the carton and the main product box should be kept and discarded certainly.
This service is only available if the goods are returned to Mamal carton or box. Labeling or writing descriptions, addresses, or any other items on the carton or main box of the item or tearing it will eliminate the possibility of using a return guarantee.
If the purchased item has physical or visual damage or defects;
– Damage or physical problemmust be reported to Mamal service by telephone or email within 24 hours of delivery.
– It is necessary to keep the carton and the main product box and not to dispose it at all. This service is only available if the goods are returned to Mamal carton or box. Labeling or writing descriptions, addresses, or any other items on the carton or box of the goods or tearing them apart will eliminate the possibility of using a return guarantee.
If the customer discards his purchase;
Note 1: purchasing withdrawal orreferral will apply to the product that has not been opened. Any interference, unlocking of the original packaging, seal, labels and even nylon vacuum and syringe will eliminate the possibility of referral even if unused goods.
Note 2: Since Mamal is an online retailer website, the right to refund the product is solely owned by the customer or the consumer (ordering a product in quantity is contrary to the intent of the buyer and does not include the right to refund).
– If the order has not yet been submitted, you can login to your profile and cancel the order.
– Considering “Note 1” in this case, the return of the goods after the approval of the after-sales service expert is possible only if the goods are not opened, in their original condition (sealed), not used, And shipped with all the essentials and items with it. Also, if the item has been sold with the gift, it is also necessary to return the gift with it.
Please note that any change in the original condition of the product will eliminate the possibility of using this service even in packaging.
In case of purchasing withdrawal, the delivery of the goods will be the responsibility of the customer.
If the transport has caused to damage;
– Damage must be notified to the Mamal service within 24 hours after delivery.
– Due to the safe and standard packaging of all freight, delivery to any of the authorized shipping companies at the customer’s choice and delivery of the consignment note means that any incidents during shipping and delivery are incurred by the carrier and It is quoted and Mamal only indemnifies the carrier if the order is approved by the carrier and in order to facilitate the pursuit.
– It is necessary to keep the carton and the main product box and not to dispose it at all. This service is only available if the goods are returnedtoMamal by their originalcarton or box. Labeling or writing descriptions, addresses, or any other items on the carton or box of the goods or tearing them apart will eliminate the possibility of using a return guarantee.
– The damaged item and all its accessories must be delivered to Mamal service in the same manner as the customer has delivered, with the carrier’s official meeting form and invoice.
– If the damage is visible at the moment, the customer may refuse to return the order and return it to Mamal for review and re-delivery.
After reviewing the reference goods by the after-sales service experts, the goods will be delivered to the customer if the goods are outside the criteria specified on the site and detected free of charge. If customer refuses to deliver the goods safely and without issue, the goods will remain in loyalty with Mamal for one month after the expiry of this deadline for any loss that incurred by Mamal.
How to deliver the goods?
– Please call after-sale servicing experts before doing anything.
– It is certainly forbidden to deliver goods without talking after-sales service department.
– It should be packed in its original box or carton very well to ship and all its accessories should deliver with main product
– Labeling or writing descriptions, addresses, or any other items on the carton or box of the goods or tearing them will eliminate the possibility of using a return guarantee. (Write your description backward of invoice or in separate paper if it needs)
-The invoice should be endorsement about the mentioned problem and sent along with product.If the goods are sent by express mail, post receipt should be attached to invoice.
-If the product is a gift and the invoice did not send because of customer request, please print emailed-proforma invoice or write order code and purchasing description on a piece of paper separately.
-If you live in other city, please use express mail service express. Itshould be noted returning cost is in charge of customer except express mail service cost and Mamal does not have any responsibility for that. However, mail service cost will be paid by Mamal by offering invoice and post receipt based post tariff and Mamal’s principles. After-sales service department confirmation, the mentioned cost will be paid to customer.
-Since paying delivery cost depends on receiving post receipt, please enclose the receipt to the invoice and send it along the box.
-If you live in Tehran, please call Mamal to coordinate with carrier to receive your box.
– Avoid writing the address on original box or carton and if it is necessary, please put the original box into another box and ship it.
How delivery cost will be calculated?
– If the technical defect, technical or physical inconsistency or apparent damage is confirmed by Mamal after-sales service experts, the shipping costs will be paid by Mamal.
– To deposit the post cost to the customer’s account, the postal receipt with the post company stamp must be sent to the company .
– In case of withdrawal from the purchase, or if the experts do not approve or disagree, the shipping cost will be paid by the customer.
What will be the process of handling customer requests after the goods are received and received by the after-sales service?
– Mamal’s after-sales service experts review and monitor customer-reported defects. If the defect, inconsistency or damage is confirmed by the experts in the case, the damged product will be replaced or customer can replace his products with another model.
It should be noted that the replacement of goods is subject to the availability of stock in the company. If the product is finished during the course of the examination and during the process of undergoing expert testing and replacement, Mamal sends another item at the customer’s choice or deposits the reference item into the customer’s account. Obviously, if the other item is selected, the price difference of the new item with the reference item (invoice amount) will be calculated and settled before shipping. For more expensive goods, the customer pays the difference and for the cheaper one, the difference pays into the customer’s account. .
– Completion of the product or changes in the price of the goods at the exchange and refund stages does not give the Customer any rights and no obligation whatsoever to supply the same or changes in the price of the product and Mamal just accepts a refund obligation – inserted in the invoice .
– After receiving and accepting the goods by Mamal, it will take 48 working hour depending on the type of product and the problem stated by the customer.
– After-sales service technical experts are required to comply with the standards, guidelines and procedures communicated by the manufacturing companies or authorized dealers for products and services offered on the site, so despite the assumption that product testing (even for very minor obvious problems),it can be done very quickly, but in fact it is time-consuming to test and in some cases needs to coordinate with authorized agents.So it is considered 48 working hour for expert review to change product, but after sales service will do its best to increase testing speed and expertise, as soon as possible and respond in minimum time to customer’s needs.
– Once the status of the goods in the after-sales service unit is determined, 48 houe at mostwill be deposited into the customer’s account if refunds are required.
– The criterion of the company’s actions and actions is the opinion of Mamal technical support and after-sales service.
How do you report your request to after-sales service?
It would be possible to report your request by one of these two following choices:
- Send your message in “Contact us “page by selecting your after-sales service title.
- Send an email to email@example.com and register your order number as well.
It is necessary to register and write your “order number” (issue tracking) to consider and solve your problem in every one of mentioned choices.