Return & Exchange

Return & Exchange

Effective Date: 1st December 2025

This Return and Exchange Policy (“Policy”) outlines the terms and conditions under which you may return or exchange products purchased from www.moqo.in (“Website”). By placing an order, you agree to the terms stated herein.

  1. Conditions to Complete a Return
  • You must initiate the return within the applicable return period:
    • Online purchases: Within 5 days from date of delivery of your order.
    • In-store purchases: Within 5 days from the date of purchase.
    • International Order: No returns on International orders
  • Returned items must be in their original condition, unused, unwashed, and with all original tags, labels, and packaging intact.
  • Returns must be made through the same channelof purchase (i.e., online returns for online purchases, and in-store returns for in-store purchases).
  • Returns that do not meet the above conditions may be rejected.
  1. Non-Returnable Items

For hygiene and quality assurance reasons, certain products (e.g., accessories, intimate wear, customized or sale items) may not be eligible for return or exchange. Such exclusions, if applicable, will be clearly mentioned on the product page.

  1. Home Collection Service for Returns

MOQO offers a convenient home collection service for online order returns.

  • The return pickup fee is ₹100, which will be deducted from your refund amount.
  • If you made the purchase as a registered user, you can initiate a return from the My Orders section in your account.
  • If you made a guest purchase, you can request a return using the link provided in the order confirmation or shipping emails.
  • Once your request is submitted, a courier partner will be scheduled to collect the item(s) from your delivery address.
  • You do not need to print any return label — the courier will bring it at the time of pickup.
  • Home collection is available only for online purchases.
  • You do not need to include a physical purchase receipt inside the return package.
  1. Return Verification and Processing

All returned items undergo quality inspection upon receipt. If the item passes inspection and complies with our return conditions, a refund or exchange will be processed within 7–10 business days. If the item fails inspection, it will be returned to you, and no refund will be issued.

  1. Refund Method

Refunds will be issued to the original mode of payment used at checkout. For Cash on Delivery (COD) orders, refunds will be made via bank transfer or store credit, as communicated by MOQO’s customer support team.

Please note that the ₹100 pickup charge (if applicable) and the original shipping fee (if any) are non-refundable.

  1. Exchanges

Exchanges are subject to product availability. If the requested replacement item is unavailable, a full refund (excluding applicable pickup or shipping fees) will be processed instead.

  1. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at underground@moqo.in with your order number and clear photos of the issue. If found genuine, MOQO will arrange for a replacement or refund at no additional cost to you.

  1. Responsibility for Returned Items

Until the product is received at our facility, the return package remains your responsibility. We recommend retaining proof of pickup or tracking details until your refund or exchange is confirmed.

  1. Cancellation of Return Request

Once a return pickup has been scheduled, cancellations may not be possible. If you wish to modify or cancel your return request, please contact us immediately at underground@moqo.in

  1. Contact for Returns and Exchanges

For any return or exchange-related queries, you can reach us at:
Email: underground@moqo.in
Address: A-603, Piri Majestic, 6th Floor, Plot no 149, near Sindhi Society Gymkhana, Chembur East – 400071, Mumbai, Maharashtra, India.