Return & Exchange Policy (Returns/Exchanges/Refunds)
Scope
We are committed to providing high-quality products and excellent customer service. However, we understand that sometimes a product may not meet your expectations, or you may need an exchange. This policy explains the process we have in place to make returns and exchanges easier. If you have any questions or need to request a return, please contact us at info@modearo.com.
Return Window
Please submit your return/exchange request within 30 days of delivery, and ensure the return package is handed to the carrier as soon as possible and receives a scan record. If the 30-day window has passed, we may not be able to process your return or exchange.
Return Conditions
Eligible return/exchange items must meet the following requirements:
The product must be unused.
The product must be unopened and in its original packaging.
The product box must be placed inside an outer shipping box when returned.
Packaging boxes that are damaged or have labels/stickers may be refused.
How to Start a Return
Log in to your account to request a return, or email us via Contact Us (please provide your order number).
After approval, use the return label we provide to send the item back.
Pack the item securely and ship it out. We recommend keeping the shipping receipt.
After we receive the return, we will inspect it and process your refund or exchange.
Return Label Fee
If you use our return label, a $10 fee will be deducted from your refund.
If you choose to arrange your own carrier, you are responsible for the return shipping cost. We recommend using a trackable shipping service.
Return Address
All returns must be sent to the address provided in the RMA (Return Merchandise Authorization). Unauthorized returns may be refused. Return address: 3440 DE PAUL LN, STE 208, BRIDGETON, MO 63044, USA.
Exchange Rules
We support exchanging the same item for a different size (subject to availability):
If you choose an exchange, an $8 reshipping fee will be charged. The replacement item will be shipped after the return is approved.
We will arrange reshipping after confirming inventory and fees.
Shipping for exchanged items is covered by us only in cases of quality issues or shipping damage.
Non-Returnable Items
The following items are not eligible for return or exchange:
Items with visible signs of use/washing or odors (e.g., perfume/smoke)
Stains (e.g., makeup/food) or pet hair
Items altered, damaged, or harmed due to improper packaging
Requests made after the 30-day return window
Any items marked as “Final Sale/Clearance”
Chargeback Policy
How do we handle chargebacks?
If you dispute a product or service and choose to file a chargeback through your bank or payment platform, we recommend contacting our customer support team first. We will do our best to resolve the issue within 5–10 business days. If the issue cannot be resolved through communication, you may consider filing a chargeback.Requirements and Evidence for Chargebacks
If you decide to file a chargeback, you may need to provide:
Order confirmation: order number, product name, payment details, and related confirmation emails or invoices
Shipping information (if applicable): tracking number, carrier, and delivery confirmation (if available)
Customer support records: emails or other communication logs with our support team
Chargeback Fees & Financial Responsibility
We recommend contacting customer support before filing a chargeback. In most cases, we can resolve the issue and avoid a chargeback. If the chargeback request aligns with our policy, we will cooperate with the payment platform and provide relevant evidence.
Refund timeframe: If your refund request meets this policy, we will process your refund within 5–10 business days after receiving the returned item. Refunds will be issued to the original payment method.After a Chargeback Is Filed
If a chargeback is filed, we will provide required information and evidence to the payment platform. We encourage you to contact us as early as possible for faster resolution.Legal Responsibility for Improper Chargebacks
If we determine the chargeback does not comply with this Return & Exchange Policy, we reserve the right to pursue related fees and losses. Any chargeback-related fees may be borne by the customer, and we may recover such costs through legal means.
Dispute Resolution
If you have any issues with our products or services, please contact our customer support team by email or phone first. We will make every effort to respond and resolve the issue within 2–3 business days. If you need further assistance, we may offer options for refunds, exchanges, or returns.
Final Sale
The following items are typically final sale and not eligible for return or exchange (subject to product page labeling):
Personalized/custom items, mystery bags, special offers/clearance items, liquid products, items discounted over 50%, and any items marked “Final Sale.”
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 3 days of delivery and provide your order number and clear photos or videos. We will offer an exchange, reshipment, or refund based on the situation.
Refund Method & Timeline
Refunds will be issued to the original payment method.
We will initiate the refund within 1–3 business days after the return passes inspection.
Banks/payment channels typically take 5–10 business days to post the refund.
Overall timing may be affected by return shipping and inspection, but it generally does not exceed 30 days.
Order Changes/Cancellation
If your order has not been processed or shipped, you may contact us by email or phone to request changes. If your order has already shipped, we cannot modify it. You may initiate a return after receiving the item under our refund policy.
Contact Us
Phone: +1 (235) 202-2434
Email: info@modearo.com
Customer Support Hours: 24/7 customer support service
If you need assistance, please visit our Contact Us page to reach us.