Exchange & Return Policy
At MokoSaga, we are committed to providing a smooth and hassle-free shopping experience. Every product is carefully packed and quality checked before dispatch. However, if you face any issue with your order, or wish to exchange for a different size, please read the following policy carefully before raising a request.
Types of Exchange
MokoSaga offers two distinct types of exchange, depending on the reason:
- Free Exchange (Our Error): Applicable only when the product is damaged/defective, or the wrong size or wrong item was shipped by us.
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Paid Size Exchange (Customer's Choice): Applicable when the customer wants to exchange the product they ordered for a different size, for reasons not caused by us.
1. Free Exchange — Damaged, Defective, Wrong Size or Wrong Piece (Our Error)
This applies only when we are at fault — i.e. you received a damaged/defective product, a size other than what you ordered, or the wrong item.
All such requests are valid only if supported by a complete, unedited parcel opening (unboxing) video showing the sealed package being opened for the first time. Requests without this video will not be accepted.
The request must be raised within 48 hours of delivery.
The product must be unused, unwashed, unworn, and returned in its original condition with all tags and packaging intact. Products that fail the quality inspection process will not be eligible for exchange.
Since this arises from our error, reverse pickup and forward shipping charges will be borne entirely by MokoSaga. No charge applies to the customer.
2. Paid Size Exchange (Customer's Choice)
If you ordered the correct item but would like to exchange it for a different size, this is offered as a paid, one-time convenience and not as a right — subject to the following conditions:
- Available only once per order, per product. Once a product has been exchanged for size, it is not eligible for any further exchange or return.
- Must be requested within 7 days of delivery.
- A flat courier charge of ₹300 per product applies, covering reverse pickup and forward shipping, and must be paid before the exchange is processed.
- Subject to availability of the requested size. If the requested size is unavailable, the exchange cannot be processed.
- The item must be unused, unwashed, unworn, and returned in its original condition with all tags and packaging intact.
- Not applicable on products purchased during sale or promotional offers, or on other non-exchangeable categories listed below.
MokoSaga's Discretion: MokoSaga reserves the right to approve or reject any size exchange request at its sole discretion. If a request is rejected after the ₹300 courier charge has already been paid, the amount will be refunded in full.
How to Request an Exchange
To request an exchange (either type), please contact us with:
- Order ID
- Registered mobile number
- Reason for exchange (damaged / wrong size shipped by us / wrong piece / size exchange requested)
- Parcel opening video (mandatory for damaged/wrong size/wrong piece claims)
Our support team usually responds within 24–48 working hours.
Reverse Pickup & Shipping
Reverse pickup services may be available depending on your location.
- If reverse pickup is serviceable, our courier partner will collect the parcel.
- If unavailable, customers may be required to self-ship the parcel using a reliable courier service, at their own risk.
For damaged/wrong size/wrong piece cases (our error), shipping is free to the customer. For paid size exchanges, the ₹300 charge covers this to-and-fro shipping and is not a profit margin — it is the actual logistics cost incurred.
Exchange Limitations
- Products exchanged once (of either type) will not be eligible for a further exchange or return.
- If the correct/required size or item is unavailable, a store credit note may be issued instead.
- Store credits are valid for 30 days from the date of issue and must be redeemed in a single transaction.
Refund Policy
MokoSaga does not offer monetary refunds once an order has been placed and processed, except:
- The ordered product is unavailable
- A prepaid order cannot be fulfilled
- A size exchange request was rejected after the ₹300 courier charge was paid (charge refunded)
Where applicable, refunds are processed to the original payment method within 5–7 business days. Apart from this, approved cases are resolved through replacement, exchange, or store credit only.
Non-Returnable Products
The following categories are not eligible for return or exchange (including the paid size exchange) unless received damaged, wrong size, or wrong piece due to our error (with valid unboxing video):
- Made-to-order products
- Customized items
- Sale or discounted products
- Accessories
- International orders
Product Appearance & Color Disclaimer
Slight variations in color, texture, print placement, or finish may occur due to photography lighting, fabric processing, handcrafted detailing, and screen settings across devices.
Such minor variations are natural and are not considered defects, and do not qualify for exchange.
Policy Misuse
MokoSaga reserves the right to refuse exchange requests (of either type) that do not meet the above conditions, lack a valid unboxing video where required, or appear to violate our fair usage policy.
Frequently Asked Questions
Can I return my order for a refund?
MokoSaga does not offer monetary refunds except in specific cases listed under our Refund Policy. Other eligible cases are resolved through exchange, replacement, or store credit only.
Can I exchange a product just because I ordered the wrong size myself?
Yes, but this is offered as a paid, one-time size exchange (₹300 courier charge), not a free exchange. Free exchanges apply only if we shipped the wrong size, a damaged product, or the wrong piece — and require a parcel opening video.
What if I receive a damaged, wrong size, or wrong item?
Contact us within 48 hours of delivery with your Order ID, a complete parcel opening video, and photos of the issue. This exchange is free of charge. Requests without the video will not be accepted.
Do I need to pay shipping charges for exchange?
No, if the exchange is due to a damaged product, wrong size, or wrong piece sent by us. Yes — a ₹300 courier charge applies if you are requesting a size exchange for your own reasons, covering the actual to-and-fro shipping cost.
Can I exchange a product more than once?
No, products exchanged once (of either type) are not eligible for a second exchange or return.
Are sale items eligible for exchange?
Sale, discounted, customized, and made-to-order products are not eligible for any exchange (including paid size exchange) unless damaged, wrong size, or wrong piece due to our error — with a valid unboxing video.
What happens if the requested size isn't available?
The size exchange cannot be processed. A store credit note may be issued instead for future purchases.
How long is the store credit valid?
Store credits are valid for 30 days from the date of issue.
Is the parcel opening video really mandatory?
Yes, for claims of damage, wrong size, or wrong piece shipped by us. It is not required for a paid size exchange, since the product and size shipped were as ordered.
Contact Us
For exchange or return assistance, reach out to our support team: