Return and Exchange Policy (Returns/Exchanges/Refunds)

Scope
We are committed to providing you with high-quality products and excellent customer service. However, we understand that sometimes products may not meet your expectations, or you may need to exchange them. This Return and Exchange Policy outlines the process we have in place to facilitate returns and exchanges. If you have any questions or need to initiate a return, please contact us at: info@modearo.com.

Return Window
Please initiate the return/exchange request within 30 days of receiving your order, and ensure the return package is promptly delivered to the carrier with a scanning record. If the return request is made after 30 days, we may not be able to process your return or exchange.

Return Conditions
Items eligible for return/exchange must:

  • Be unused

  • Remain in unopened and original packaging

  • Be returned with the packaging box inside an external box; damaged or labeled packaging boxes may be rejected.

How to Initiate a Return

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

  2. Once approved, use the return label we provide to send it back.

  3. Pack the items properly and ship them out. We recommend keeping the shipping receipt.

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

Return Label Fee
Using our provided return label: $10 will be deducted from your refund amount.
If you choose to arrange shipping with your own carrier, you will bear the return shipping costs. We recommend using a trackable shipping service.

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

Exchange Rules
We support exchanges for different sizes of the same product (subject to stock availability):

  • If you choose to exchange, we will charge a $8 reshipping fee, and the exchanged product will be shipped after the return is inspected.

  • We will arrange the reshipping after confirming stock and fees. Shipping costs for exchange items are covered by us (only for quality issues or shipping damage).

Non-returnable Items
The following items cannot be returned or exchanged:

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

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

  • Damaged due to alterations, improper packaging

  • Orders signed for more than 30 days

  • Items marked as “Final Sale/Clearance”

Chargeback Terms

  1. How do we handle chargebacks?
    If you dispute a product or service and initiate a chargeback through your bank or payment platform, we recommend first communicating with our customer support team. We promise to resolve the issue within 5–10 business days. If communication with us does not resolve the issue, you may consider initiating a chargeback.

  2. Conditions and Evidence for Chargeback Submission
    If you decide to initiate a chargeback, you will need to provide the following information to support your claim:

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

  • Shipping information: if applicable, provide tracking number, carrier, and delivery confirmation (if available).

  • Customer service communication records: if you have communicated with our customer service team, please provide relevant emails or other communication records.

  1. Chargeback Fees and Financial Responsibility
    We advise communicating with our customer service team before considering a chargeback. In most cases, we can resolve the issue through communication and coordination to avoid chargebacks. If the chargeback request complies with our policies, we will cooperate with the payment platform to provide relevant evidence.
    Refund processing time: If your refund request complies with the return policy, we will process the refund within 5–10 business days after receiving the returned product. The refund will be returned via the original payment method.

  2. Resolution After Chargeback
    If you initiate a chargeback, we will provide the necessary evidence and related information as required by the payment platform. We encourage you to communicate with us as early as possible for quicker resolution.

  3. Legal Responsibility for Chargeback Behavior
    If we believe your chargeback behavior does not comply with our return/exchange policy, we reserve the right to pursue the associated fees and damages. The chargeback fees will be borne by the customer, and we may recover these fees through legal means.

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

Final Sale
The following items are typically final sale and cannot be returned or exchanged (as indicated on the product page):

  • Custom personalization

  • Mystery bags

  • Sale/Clearance items

  • Items with a discount over 50%

  • Items marked as “Final Sale”

Defective Product Handling
If you receive a defective or damaged item, please contact us within 3 days of receipt, providing your order number and clear photos or videos. We will offer an exchange, reshipping, or refund based on the situation.

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

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

  • Banks/payment channels usually take 5–10 business days to process the refund.
    The overall duration may be affected by return shipping and inspection, usually not exceeding 30 days.

Order Modification/Cancellation
If the order has not been processed or shipped, please contact us via email or phone to modify the order. If the order has already been shipped, we cannot modify it, but you can initiate a return after receiving the product according to our Return & Exchange Policy.

Contact Us

  • Phone: +1 (235) 202-2434

  • Email: info@modearo.com
    Customer Support Hours: 24/7
    For assistance, please visit our Contact Us page.