Scope of Application
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 may need to be exchanged. This Return and Exchange Policy outlines the process we’ve set up to make returns and exchanges convenient for you. If you have any questions or need to initiate a return, please contact us at info@modearo.com.
Return Window
Please initiate a return/exchange request within 30 days from the date of receipt and ensure the return package is delivered to the carrier promptly with a scanning record. If more than 30 days have passed, we may not be able to process your return or exchange.
Return Conditions
Items eligible for return or exchange must meet the following conditions:
Product must be unused.
Product must be unopened and in its original packaging.
The packaging box should be placed in an outer box for return shipping. Damaged or tagged packaging may be refused.
How to Initiate a Return
Log in to your account to initiate a return or contact us via email (please provide your order number).
Once approved, use the return label we provide to send the item back.
Pack the item properly and ship it. We recommend keeping the shipping receipt for tracking.
Once we receive the return, we will inspect it and process the refund/exchange.
Return Label Fee
If you use our provided return label, a $9.90 fee will be deducted from your refund.
If you choose to arrange your own carrier, you will be responsible for the return shipping costs. We recommend using a traceable shipping service.
Return Address
All returns must be sent to the address provided with the RMA (Return Merchandise Authorization). Returns without authorization may be refused. The return address is:
3440 DE PAUL LN, STE 208, BRIDGETON, MO 63044, USA.
Exchange Policy
Exchanges are supported for the same item in a different size (subject to availability):
If you choose to exchange, a $6.90 reshipping fee will apply. The exchange item will be shipped after the return has been inspected.
We will arrange reshipping after confirming stock and the exchange fee.
Shipping costs for exchange items will be covered by us only in cases of quality issues or damage during transport.
Non-Returnable Items
The following items cannot be returned or exchanged:
Items with obvious signs of use/washing or odors.
Stains (e.g., food), pet hair.
Items that have been altered, damaged, or improperly packaged.
Orders received after the 30-day window.
Any items labeled as “Final Sale/Clearance.”
Chargeback Terms
How do we handle chargebacks?
If you dispute a charge for a product or service and initiate a chargeback through your bank or payment platform, we recommend first communicating with our customer support team. We are committed to resolving the issue within 5-10 business days. If the issue is not resolved through communication, you may consider initiating a chargeback.Conditions and Evidence for Chargeback Submission
If you decide to initiate a chargeback, you must provide the following information to support your claim:Order confirmation details: including your order number, item name, payment details, and any relevant confirmation emails or invoices.
Shipping information: if applicable, provide tracking number, courier information, and delivery confirmation (if available).
Customer service communication: if you have communicated with our customer service, please provide related emails or other communication records.
Chargeback Fees and Financial Responsibility
We recommend you communicate with our customer service team before considering a chargeback. In most cases, we can resolve the issue through communication, preventing the need for a chargeback. If the chargeback request is in line with our policy, we will collaborate with the payment platform to provide the required evidence.Resolution After Chargeback
If a chargeback is initiated, we will provide the necessary evidence and information as required by the payment platform. We encourage early communication to resolve the issue quickly.Legal Responsibility for Chargeback Actions
If we determine that your chargeback action does not comply with our Return/Exchange policy, we reserve the right to pursue related fees and damages. The costs incurred from the chargeback will be borne by the customer, and we may take legal action to recover these fees.
Dispute Resolution
If you have any issues with the product or service, please 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 offer refund, exchange, or return options.
Final Sale
The following items are typically final sale and cannot be returned or exchanged (subject to item page labeling):
Customized/personalized items
Sale/clearance items
Items with a discount over 50%
Items marked as “Final Sale.”
Handling Defective Products
If you receive a defective or damaged item, please contact us within 3 days of delivery and provide your order number along with clear photos or videos. We will offer an exchange, reshipment, or refund, depending on the situation.
Refund Methods and Timing
Refunds will be processed to the original payment method:
Refunds will be initiated within 1–3 business days after the return is accepted.
Banks/payment channels typically take 5–10 business days to process the refund.
Overall processing time may be affected by return shipping and inspection, but typically does not exceed 30 days.
Order Modifications or Cancellations
If your order has not been processed or shipped, you can contact us via email or phone to request modifications. If the order has already been shipped, we cannot modify it. You can initiate a return after receiving the item according to our refund policy.
Contact Us
Phone: +1 (235) 202-2434
Email: info@modearo.com
Customer Service Hours: 24/7 Customer Support
If you need assistance, please visit our Contact Us page to get in touch.