Refund policy

Refund & Cancellation Policy

Last updated: 18 August 2026

At MULA LIVING, we carefully prepare every order and aim to ensure that your experience with us is smooth from purchase to delivery.

This Refund & Cancellation Policy explains when an order may be cancelled and when a refund may be issued for purchases made through https://mula.living/.

This policy should be read together with our Terms & Conditions and Shipping Policy.

Quick Overview

Policy item Details
Cancellation request Submit as soon as possible after placing the order
Cancellation eligibility Generally before production, customisation, processing or dispatch
Damaged, defective or incorrect order Report within 48 hours of delivery
Approved refund initiation Generally within 7–10 working days
Refund method Original payment method
Customised or made-to-order products Generally non-cancellable and non-refundable once production begins
Sale or discounted products Generally not eligible, unless otherwise stated or required by law

Contents

Cancellations and Refund Eligibility

  1. Order Cancellation

  2. Cancellation by MULA

  3. Refund Eligibility

  4. Damaged, Defective or Incorrect Orders

  5. Return Requirement

  6. Refund Processing

  7. Shipping and Other Charges

Special Order Conditions

  1. International Orders

  2. Sale and Discounted Products

  3. Customised and Made-to-Order Products

  4. Natural and Handcrafted Products

  5. Fraudulent or Unauthorised Transactions

Legal and Contact Information

  1. No Waiver of Statutory Rights

  2. Policy Changes

  3. Contact Us

1. Order Cancellation

Cancellation requests should be submitted as soon as possible after placing an order.

You may request cancellation by contacting:

1.1 Cancellation Before Processing

Orders may generally be cancelled before they enter production, customisation, processing or dispatch.

Once an order has entered any of these stages, cancellation may no longer be possible.

1.2 Customised and Made-to-Order Products

Customised, personalised, altered or made-to-order products generally cannot be cancelled once production has commenced.

Any product-specific cancellation conditions will be displayed on the product page or communicated before purchase.

2. Cancellation by MULA

MULA reserves the right to cancel an order in circumstances including:

  • Product unavailability

  • Material pricing or product information errors

  • Product quality concerns

  • Inability to fulfil the order

  • Suspected fraud or unauthorised transactions

  • Incorrect or incomplete order information

  • Other legitimate operational or legal reasons

Where payment has already been received and MULA cancels the order, the applicable amount will be refunded to the original payment method.

3. Refund Eligibility

MULA does not generally provide refunds for change-of-mind purchases where the correct product has been supplied in good condition.

Refunds may be considered where:

  • The wrong product was delivered

  • The product arrived damaged

  • The product has a genuine manufacturing defect

  • The product is materially different from what was ordered

  • MULA cancels an order after payment has been received

  • A refund is otherwise required under applicable law

Any refund request will be reviewed by MULA before approval.

4. Damaged, Defective or Incorrect Orders

If you receive an order that is damaged, defective or incorrect, please contact us within 48 hours of delivery.

Please email info@mula.living with:

  • Order number

  • Name

  • Contact details

  • Description of the issue

  • Clear photographs or videos showing the issue

Our team may request additional information to assess the claim.

Where the claim is approved, MULA may provide an appropriate remedy, which may include replacement, exchange, store credit or refund, depending on the circumstances and product availability.

5. Return Requirement

Where a refund is approved following a return, the product must generally be returned in accordance with our Shipping Policy.

Products should be:

  • Unused

  • Unwashed

  • Unaltered

  • In original condition

  • Accompanied by original tags and labels

  • Returned with original packaging and accessories, where applicable

Products that have been used, washed, altered or damaged after delivery may not be eligible for a refund except where the issue relates to a manufacturing defect or another circumstance protected by applicable law.

6. Refund Processing

Once a refund has been approved, MULA will generally initiate the refund within 7–10 working days.

Refunds will normally be made through the original payment method used for the purchase.

The actual time taken for the amount to appear in your bank account, card account or payment wallet may depend on the relevant bank, payment provider or financial institution.

MULA is not responsible for delays caused by third-party payment processing systems after a refund has been initiated.

7. Shipping and Other Charges

Where a refund is issued because of a verified fulfilment error, defective product or incorrect product supplied by MULA, applicable shipping charges may also be refunded, subject to the circumstances of the case.

Where a refund arises from a customer-requested cancellation or another situation attributable to the customer, shipping or other charges may not be refundable, subject to applicable law.

8. International Orders

International orders may be subject to additional shipping, customs, duties and tax considerations.

Refunds for international orders will be handled in accordance with this policy and applicable law.

Customs duties, import taxes, destination charges or other fees imposed by the destination country may not be refundable by MULA where those amounts have already been paid to or collected by third parties.

Where an international shipment is refused or returned because the recipient fails to pay applicable customs duties or import charges, any refund will be assessed based on the circumstances and may be reduced by applicable shipping, return, customs or other charges, subject to applicable law.

9. Sale and Discounted Products

Sale, promotional and discounted products may be subject to special refund, return and exchange conditions.

Unless otherwise stated on the relevant product page or promotional communication, discounted products are generally not eligible for refund, return or exchange, except where the product is defective, damaged, incorrectly supplied or a remedy is required by applicable law.

10. Customised and Made-to-Order Products

Customised, personalised, altered and made-to-order products are generally non-refundable and non-cancellable once production has commenced, except where:

  • The product is defective

  • The wrong product was supplied

  • The product is damaged in transit

  • A remedy is required under applicable law

11. Natural and Handcrafted Products

MULA may use natural fibres, natural dyes, handloom techniques and handcrafted processes.

Natural variations in colour, texture, weave, pattern and finish may occur and may form part of the inherent character of the product.

Such natural variations will not ordinarily be considered grounds for a refund where the product is otherwise supplied as described.

12. Fraudulent or Unauthorised Transactions

If you believe that an order or payment has been made without your authorisation, please contact us immediately at info@mula.living.

MULA may investigate suspected fraudulent or unauthorised transactions and may cancel or suspend affected orders where reasonably necessary.

13. No Waiver of Statutory Rights

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or limit any rights or remedies available to consumers under applicable law.

Where applicable law provides a mandatory right to a refund, replacement, repair, cancellation or other remedy, that right will continue to apply.

14. Policy Changes

MULA may update this Refund & Cancellation Policy from time to time to reflect changes in our business, products, payment systems or applicable legal requirements.

Any revised policy will be published on the Website with an updated “Last updated” date.

15. Contact Us

For cancellation or refund-related queries, please contact:

MULA LIVING — Sandhya Enterprises

Please include your order number when contacting us regarding a specific order.