Refund Policy
Last Updated: 18 December 2025
Applicable Entity: Elite Pack Works Private Limited (India) operating under the brand Modomu
At Modomu, our support teams in Seoul and India review every case personally to ensure fair and transparent resolution. This Refund Policy applies to purchases made on www.modomu.com.
Refund Eligibility
Refunds are issued post-return only if:
• Product received is damaged
• Product is defective
• Wrong item delivered
• Verified quality issue, approved after support review
Refunds are not issued for any other reason.
Items must be:
• Unused and unworn
• With original tags attached
• In original packaging
Refund Process
Refunds are processed only after the product passes the quality check.
Pickup QC
Refund processed after courier pickup if the item meets QC standards.
Warehouse QC
Refund processed after inspection at Modomu warehouse.
No refund will be issued if the item fails QC.
Refund Amount
Refund applies to product price only.
The following are non-refundable:
• Shipping fees if applicable
• COD service charges if applicable
• Payment gateway charges if applicable
• Gift packaging fees if applicable
Refund Timeline
Refunds are processed within:
• 5–7 working days after QC approval
Bank or payment partner processing may take additional time.
Refund will be issued to:
• Original payment method, or
• Bank account provided by the customer
Lost or Undelivered Orders
If a prepaid order is confirmed lost in transit due to logistics failure, a full refund will be issued.
Incorrect Bank Details
If the refund cannot be processed due to incorrect or inactive bank details, the customer must provide the correct details within 1 year, failing which the refund amount may be forfeited.
Free Gifts
If an order includes a free gift, the gift must also be returned to process the refund.
Non-Refundable Items
Refunds are not applicable for:
• Perishable goods
• Customised/personalised items
• Personal care products
• Gift cards
PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)
Modomu is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product exchanges, return procedures, or non-issuance of promo codes is resolved efficiently and fairly.
The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:
Name: Arpit Jain
Designation: Grievance Redressal Officer
Email: Legal@modomu.com
Office Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding public (gazette) holidays.
Customers who are dissatisfied with any aspect of the return process, issuance of a credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO at Legal@modomu.com
The written grievance must include:
- Full name of the customer
- Order ID and product details
- Nature of the complaint or issue faced
- Copies of relevant communication, if any
- Contact information for further communication
The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavour to resolve the grievance within 15 (fifteen) days from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.
If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.
GOVERNING LAW & JURISDICTION
This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.
Subject to Clause 10(g) (Grievance Redressal Escalation), the courts situated in New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the return process, or any transactions between the customer and Modomu.
AMENDMENT TO THE POLICY
The Modomu reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of Modomu and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes.
Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, Modomu may, at its discretion, notify customers via email or other means of communication registered with the Company.
Now, therefore, this Return, Refund & Exchange Policy is effective as of December 18th, 2025 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the Modomu website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.