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Returns, replacements & refunds

Last updated: 18 October 2026

This policy applies to orders placed with Marsmello, a brand of Airren.

Please record an unboxing video. Start recording before you open the parcel, show the shipping label, and keep filming until the product is out and switched on (for lamps). We need this video to process any damage or wrong-item claim.

What we accept

We replace or refund items that arrive damaged, defective, or different from what you ordered, if you report it within 48 hours of delivery with a clear, uncut unboxing video and photos.

What we don't accept

  • Change-of-mind returns, or "didn't like the colour" when it matches the photos.
  • Damage reported after 48 hours, or claims without an unboxing video.
  • Damage caused by misuse after delivery (for example, filling the hot water bag with boiling water, or machine-washing the ear muffs).
  • Hot water bags that have been used, for hygiene reasons, unless they arrived defective.

How to raise a claim

  1. WhatsApp +91 98018 81003 or email hello@marsmello.com with your order details, the unboxing video and photos.
  2. We'll acknowledge within 48 hours and decide within 3 working days.
  3. If approved, we'll send a replacement, or a refund if a replacement isn't available. We may arrange a reverse pickup for the item.

Refunds

Approved refunds are processed within 7 working days. Prepaid orders are refunded to the original payment method. COD orders are refunded to a UPI ID or bank account you share with us. Your bank may take a few extra days to show the credit.

Cancellations

You can cancel free of charge any time before the order is dispatched. Just message us. Once dispatched, the order can't be cancelled, but if the parcel is refused it will come back to us and any prepaid amount, minus actual shipping costs, will be refunded.