Return and Cancellation Policy

Last Updated: 18 December 2025

Applicable Entity: Elite Pack Works Private Limited (India) operating under the brand Modomu

At Modomu, we are committed to providing high-quality products and a fair, transparent resolution process. Our customer support teams in Seoul and India personally review each case to ensure customers are treated with care and integrity.

This Policy outlines the terms governing cancellations, returns, refunds, grievances, and related matters for purchases made on www.modomu.com.

Order Cancellation

  • Cancellations will be considered only if the request is made within 3 days of placing the order.
  • Cancellation requests may not be accepted if the order has already been processed or shipped.

Return Eligibility

We accept return requests only in the following cases:

  • The item received is damaged
  • The item is defective
  • The wrong item was delivered
  • The item has a quality issue, which is accepted after the review of the support team

We do not accept returns for any other reason.

To be eligible for a return pickup:

  • The item must be in the same condition as received
  • It must be unused, unworn, with all original tags attached
  • It must be returned in its original packaging

Return Timeframe

  • Any Product-related issue must be reported within 5 days of receiving the product.
  • All return requests shall be applied within 5 days of receiving the order
  • Requests raised after this period may not be accepted.

How to Start a Return

To initiate a return, please contact us at support@modomu.com, or you can reach out to us via the chat option on our homepage

Once the return request is successfully submitted, our team will review your request, and once the request is approved, our courier partner will be assigned to pick up the order as per your prescribed date and time, subject to availability.

The refund will be processed as soon as the pickup is done if it meets the quality parameters of the item. There will be no refund issued if the product does not pass the quality check at the time of pickup

Also, in the case of Warehouse QC, the refund of the item will be processed post-quality check in our warehouse if it meets the quality parameters of the item, and please note that there will be no refund issued if the product does not pass the quality check at the time of quality check in our warehouse

Note- The amount will be refunded for the items only; other fees like shipping fees, cod service charges, etc, are non-refundable. Also, our shipping partner will pick up your returned items at no extra cost & if you are facing any issues while submitting the return request, please reach out to us at support@modomu.com, or you can reach out to us via the chat option on our homepage

There are some exceptions in return policies for some items.

The following EXCEPTIONS and RULES apply to this Policy:

1. All items that need to be returned must be unused and in their original condition with all original tags and packaging intact.

2. In case you have purchased an item that has a free gift/offer associated with it and you wish to return the main item, then your gift item also needs to be returned to process the required refund.

3. Modomu will not be liable for the products returned by mistake. If an extra or a different product is returned by mistake, Modomu would not be accountable for the misplacement or replacement of the product and is not responsible for its delivery back to the Customer.

4. If the order is lost in transit or undelivered to the preferred location because of a logistics issue at the location, the complete order amount will be refunded if paid online.

5. If a customer successfully returned the product but the refund of the returned items could not be made on account of inactive/incorrect refund account details shared by customers, in such cases, the customers shall share the active and correct bank details and claim the refund within a period of one year from the date of such return. In case the customer fails to claim or fails to share the active and correct bank account details, such refund amount shall be forfeited on completion of one year from the return date.

Damaged or Incorrect Items

  • Please inspect your order immediately upon delivery.
  • If the item is damaged, defective, or incorrect, contact us as soon as possible so we can evaluate the issue and resolve it.
  • All such issues must be reported within 5 days of delivery.

Product Not as Expected

If you feel the product received is not as shown on the website or does not meet your expectations, please notify our customer service team within 5 days of delivery.
The final decision on such cases will be taken after internal review.

Non-Returnable Items

The following items are not eligible for return:

  • Perishable goods (e.g. food, flowers, plants)
  • Custom or personalised products
  • Personal care or beauty products
  • Gift cards

If you have questions about a specific product, please contact us before purchasing by reaching out to us at support@modomu.com, or you can reach out to us via the chat option on our homepage

Exchanges

We currently do not offer exchanges.
If you wish to replace an item, please return the original item (subject to approval) and place a new order separately. 

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:

    1. Full name of the customer
    2. Order ID and product details
    3. Nature of the complaint or issue faced
    4. Copies of relevant communication, if any
    5. 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.