RETURN POLICY
At Mookaa Fashion Private Limited, we strive to make sure you have the best experience while selecting and buying your favorite Outfits. Despite our best efforts to keep our customers happy, there are times when you might feel the need to return your product for circumstances beyond your or our control.
We have listed everything below about our Cancellation and Refunds policy so that in case you do decide to cancel your order, or seek refunds, you do not face an iota of a problem.
i. Cancellation of Products
a. You can cancel orders for Products partially or fully prior to issuing and processing of the invoice in relation to such Products by us. Orders cannot be cancelled once shipped.
b. In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order, by referencing the unique tracking identity number (which enables the User in tracking the status of delivery of the purchased Products) received by you from us and requesting us to process a cancellation by sending an email to contact@mookaa.co.in
c. On receipt of the cancellation request prior to issuing and processing of the invoice we shall cancel the order and initiate the refund for the Products within 7 to 12 (seven to twelve) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase and will be reflected in your account within 7 to 12 (seven to twelve) business days. All refunds shall be subject to applicable policies and charges of the User’s bank/ financial institution.
ii. Return of Products
a. You may initiate the request for return of the Product if: (i) Product is damaged; (b) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the mookaa Platform; or (vii) you are dissatisfied with the purchased Product (“Non-Compliant Product”). You shall initiate such requests for a return within 7(Seven) days from the date on which you receive the delivery of the Product (“Return Period”)
b. The reverse pick-up shall happen within 3 (three) working days from the date of raising a request for return. You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.
c. If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the mookaa Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
d. Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition along with the price tag intact including original packaging of the Product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
e. Products which are are damaged or defective or do not match the description given on the Mookaa Platform are not eligible for return.
f. You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to non-returnable Product category, (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
g. You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:
a. The Product has not been worn, cleaned or tampered with by you.
b. The price tag /bar code, brand tags, original packaging material, accompanying accessories is intact and not altered, damaged or discarded by you.
c. The Product is not altered, unless proven vendor defect.
d. Return is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records.
e. There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.
f. The Product(s) if bought as a set should be returned as the complete set.
g. Products returned should be in unused, undamaged, unwashed and in a saleable condition.
h. We are satisfied that the Product has not been rendered defective or unusable.
We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.
h. Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the Mookaa Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.
