Return & Exchange Policy

Scope of Application
This policy applies to orders placed on this website and delivered to addresses in the United States, Canada, Australia, and Europe (certain countries/regions). Specific available shipping destinations are based on the options displayed at checkout. For detailed rules on shipping areas, fees, available shipping methods, estimated delivery times, delays, and exceptions, please refer to our Shipping Policy page.

Return Window
Please initiate a return/exchange request within 30 days from the date of receipt. Ensure the returned package is delivered to the carrier and has a scan record as soon as possible. If the 30-day window has passed, we may not be able to process your return or exchange.

Return Conditions
Returned/exchanged items must meet the following conditions:

  • The product must be unused.

  • The packaging box must be placed inside an external box for return shipping.

  • Damaged packaging or packages with labels may be rejected.

How to Initiate a Return

  1. Log in to your account to initiate the return, or email us (please provide your order number).

  2. After approval, use the return label we provide to send the product back.

  3. Properly package the product and ship it back, we recommend keeping the shipping receipt.

  4. Once we receive the return, we will inspect it and process the refund/exchange.

Return Label Fee
If you use the return label we provide, a $10 fee will be deducted from your refund amount or paid by you.
If you choose to return the item on your own (if applicable), shipping costs are at your expense, and we recommend using a traceable service.

Return Address
All returns must be sent to the address provided in the RMA (Return Merchandise Authorization). Returns without authorization may be refused. Return address: 3440 DE PAUL LN, STE 208, BRIDGETON, MO 63044, USA.

Exchange Rules
Exchanges for different sizes of the same product are allowed (subject to availability):
If you choose an exchange, we will charge an $8 reshipping fee. The exchanged product will be shipped after the return is inspected.
Exchanged item shipping costs will be covered by us only if the issue is related to quality or shipping damage.

Non-Returnable Items
The following items are non-returnable:

  • Items showing obvious signs of wear, washing, or odor (e.g., perfume/smoke smell).

  • Stains (e.g., makeup/food), pet hair.

  • Items damaged due to modification, improper packaging, or misuse.

  • Orders signed for after the 30-day window.

  • Any items marked as “Final Sale” or “Clearance.”

Chargeback Terms

  1. How do we handle chargebacks?
    If you have a dispute with a product or service and choose to initiate a chargeback through your bank or payment platform, we suggest first contacting our customer support team. We promise to make every effort to resolve the issue within 5-10 business days. If resolution is not reached through communication, you may consider initiating a chargeback.

  2. Submission Requirements for Chargeback
    If you decide to proceed with a chargeback, you must provide the following information to support your claim:

  • Order confirmation details: Including order number, product names, payment details, and any related confirmation emails or invoices.

  • Shipping information: If applicable, provide shipping tracking numbers, courier details, and delivery confirmation (if any).

  • Customer support communication records: If you have had any communication with our customer service, please provide relevant emails or records.

  1. Chargeback Fees and Financial Responsibility
    We recommend that you first contact our customer support team before initiating a chargeback. In most cases, we can resolve the issue through communication, avoiding the need for chargeback. If the chargeback request is in line with our policy, we will work with the payment platform to provide relevant evidence.

  2. Chargeback Resolution
    If you initiate a chargeback, we will provide the required evidence and information as per the payment platform’s requirements. We encourage you to communicate with us early to resolve the issue faster.

  3. Legal Responsibility for Chargeback Abuse
    If we determine that your chargeback behavior does not align with our return/exchange policy, we reserve the right to pursue related fees and losses. Chargeback fees will be the responsibility of the customer, and we can seek to recover these fees through legal channels.

Dispute Resolution
If you have any issues with the product or service, please first contact our customer support team via email or phone. We will make every effort to reply and resolve the issue within 2-3 business days. If further assistance is needed, we can offer a refund, exchange, or return option.

Final Sale
The following items are usually final sale and non-returnable (as per the item page):

  • Personalized/customized items, hats/beanies, underwear, jewelry, face masks, hair accessories, knitwear, mystery bags, clearance items, liquid products, items with discounts over 50%, and items marked as “Final Sale.”

Defective Item Handling
If you receive a defective/damaged item, please contact us within 3 days of receipt and provide your order number along with clear photos or videos. We will offer an exchange, reshipment, or refund depending on the situation.

Refund Method and Timing
Refunds will be processed back to the original payment method.

  • We will initiate the refund within 1-3 business days after the return is accepted.

  • The bank/payment platform usually processes refunds within 5-10 business days.
    The overall duration may be affected by return shipping and inspection but will typically not exceed 30 days.

Order Modification/Cancelation
If the order has not been processed or shipped, you can contact us via email or phone to modify it. If the order has already been shipped, modifications cannot be made, but you can initiate a return under our refund policy once the product arrives.

Contact Us
Phone: +1 (235) 202-2434
Email: info@modearo.com
Customer support hours: 24/7

For assistance, please visit our Contact Us page.