Cancellation & Refund Policy

Refund Policy

Refund & Replacement Policy

Last Updated: September 29, 2026

At MHEKO, operated by The Artless, we carefully inspect and pack products before dispatch. We aim to ensure that every order reaches you safely and in good condition.

This policy explains how we handle damaged, incorrect, missing or undelivered orders and applicable refunds.

1. Damaged Product

If your MHEKO order arrives damaged, please contact us within 48 hours of delivery.

Please provide:

  • Your order number.

  • Your registered mobile number or email address.

  • Clear photographs of the damaged product.

  • Photographs of the outer packaging and shipping label.

  • An unboxing video, where available.

After reviewing the claim, we may arrange a replacement at no additional cost where the claim is verified and the product is eligible for replacement.

2. Incorrect Product

If you receive a product different from the product you ordered, contact us within 48 hours of delivery.

Please provide your order number and clear photographs of the product and packaging.

After verification, MHEKO may arrange a replacement with the correct product or provide another appropriate resolution in accordance with applicable law.

3. Order Not Received

If your order has not been delivered within the communicated delivery period, please contact us with your order number.

We will check the shipment status with the relevant courier or logistics partner.

If the parcel is confirmed to be lost or undelivered, MHEKO may arrange a replacement or provide a refund where a replacement is unavailable or where required under applicable law.

4. Refunds

MHEKO's primary resolution for verified damaged, incorrect or lost orders may be replacement, where replacement is reasonably available.

A refund may be issued where:

  • A replacement is unavailable.

  • The order has been cancelled and a refund is due.

  • The product or order is otherwise eligible for a refund under applicable law.

  • A refund is required under applicable consumer law.

Where approved, refunds will generally be processed to the original payment method, subject to the payment provider's processing timelines.

5. Products Not Eligible Due to Customer-Caused Damage

A replacement or refund may not be available where damage or deterioration occurs after delivery due to:

  • Misuse or improper use.

  • Failure to follow product instructions.

  • Improper storage.

  • Exposure to excessive heat, moisture or other unsuitable conditions.

  • Accidental damage caused after delivery.

  • Alteration or tampering with the product.

This does not affect any statutory consumer rights relating to defective or non-conforming products.

6. Change-of-Mind Returns

For hygiene, safety and product-protection reasons, opened or used diffuser oils, essential oils and certain other products may not be eligible for change-of-mind returns, where permitted by applicable law.

This restriction does not apply to remedies that cannot legally be excluded, including applicable claims involving defective, damaged, incorrectly supplied or materially misdescribed products.

7. Claim Verification

To protect customers and prevent fraudulent claims, MHEKO may request reasonable information or evidence before approving a replacement or refund.

This may include photographs, videos, packaging details, order information or other relevant evidence.

We will review claims fairly and in accordance with applicable law.

8. Refund Processing Time

Once a refund has been approved, it will be initiated through the applicable payment method.

The time taken for the refund to appear in your account may depend on the payment gateway, bank or financial institution involved.

MHEKO does not control the processing time of third-party payment providers.

9. Contact Us

For refund, replacement or damaged-order assistance, please contact:

The Artless (MHEKO)
H.no. 866, Street no. 11,
Mustafabad New,
Delhi – 110094, India

Phone: +91 9873300330
Website: https://mheko.com/

Please include your order number and a description of the issue when contacting us.

10. Policy and Consumer Rights

This Refund & Replacement Policy is subject to applicable Indian consumer-protection laws and does not limit any consumer right or remedy that cannot legally be excluded.

MHEKO may update this policy from time to time. Any revised version will display an updated Last Updated date.

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