Refund and Returns Policy

1. Overview

At Modevella, we want you to feel confident when shopping for clothing through our website, modevella.com. We understand that choosing the right clothing online can sometimes be challenging, and we aim to make the return and refund process as clear and straightforward as possible.

This Return & Refund Policy explains the conditions under which purchases may be eligible for returns, exchanges, refunds, or other appropriate resolutions.

By placing an order through our website, you acknowledge that you have had the opportunity to review this policy. This policy applies subject to any mandatory consumer rights and protections available under applicable law.

Please review the information below before submitting a return or refund request.

2. Return Eligibility

Items may be eligible for return if they meet the applicable requirements outlined in this policy and any additional requirements imposed by applicable law.

To help us assess a return request, returned clothing should generally meet the following conditions:

• The item is unused, unworn, unwashed, and in its original condition.
• The item has not been altered, repaired, or otherwise modified after delivery.
• Original tags, labels, packaging, and accessories are included where reasonably applicable.
• The item is free from damage, stains, odors, or other signs of use caused after delivery.
• The order information or other reasonable proof of purchase is available.
• The return request complies with the applicable return procedure and deadline, except where mandatory law provides otherwise.

Items that do not satisfy these conditions may require additional assessment. Where permitted by law, a return may be declined or an appropriate deduction may apply if the condition of the item has been adversely affected by handling beyond what is reasonably necessary to inspect it.

Nothing in this section limits any non-excludable consumer rights you may have under applicable law.

3. Items That May Not Be Eligible for Return

Certain products may be subject to additional return restrictions because of their nature, condition, or applicable legal requirements.

Depending on the products offered and the circumstances of the purchase, restrictions may apply to:

• Items that have been worn, washed, or used beyond reasonable inspection.
• Clothing that has been damaged, stained, or altered after delivery.
• Items returned without components or accessories originally supplied with the product, where those components are necessary for the return.
• Personalized or specially customized items, where applicable law permits restrictions.
• Sealed hygiene-sensitive items that have been unsealed after delivery, where a lawful exception applies.
• Items identified as non-returnable before purchase, where such restrictions are permitted by applicable law.

These restrictions do not apply where prohibited by law or where an exception is required for defective, damaged, incorrectly supplied, or otherwise legally protected purchases.

Please review the product description and any applicable notices before placing your order.

4. Return Request Period

Return requests must be submitted within the applicable return period communicated for the purchase or required by applicable law.

Because a specific store-wide return window has not been established in this policy, customers should review any return terms displayed on the relevant product page, at checkout, or in other applicable purchase information.

If no separate return period has been communicated, please contact us through an available communication channel on our website to clarify the applicable procedure before sending an item back.

Mandatory statutory cancellation, withdrawal, and return rights take precedence over any shorter period that would unlawfully restrict those rights.

We recommend reviewing your order promptly after delivery and reporting any concerns as soon as reasonably possible.

5. How to Request a Return

Please follow these steps when seeking to return an item.

Step 1: Review Your Order

Check the items you received and identify the product or products you would like to return.

Please review the product condition, packaging, tags, and any relevant purchase information before submitting your request.

Step 2: Prepare Your Order Information

Have the following information available:

• Your order number.
• The name or description of the item.
• The reason for the return.
• A description of any defect, damage, or incorrect item, if applicable.
• Supporting photographs, where relevant.

Providing accurate information helps us understand the issue and determine the appropriate next steps.

Step 3: Submit Your Request

Use an existing contact or communication channel provided through the Modevella website, where available, to explain your return request.

Please do not send items to an unconfirmed return address. Return instructions and any required authorization should be clarified before shipment.

Step 4: Follow the Return Instructions

If the return is approved or further return action is required, follow the instructions provided for your particular order.

Depending on the circumstances, we may need to verify the order, assess the item, confirm the return destination, or request additional information before proceeding.

Step 5: Prepare and Send the Item

Package the item securely to reduce the risk of damage during transit. Include the relevant order information and any components required for the return.

If you arrange return shipping, retain the shipment receipt and tracking information where available.

Please note that sending an item without following the applicable return procedure may delay processing.

6. Damaged, Defective, or Incorrect Items

We understand that receiving an item that is damaged, defective, or different from what you ordered can be disappointing.

If your order arrives with a defect, shipping damage, or an incorrect item, please report the issue through an available website communication channel as soon as reasonably possible.

To help us assess the matter, please provide:

• Your order number.
• The name or description of the affected item.
• A clear explanation of the problem.
• Photographs showing the item and the relevant damage, defect, or discrepancy, where possible.
• Photographs of the packaging, where they may help explain shipping damage.

Please keep the affected item and its packaging until the issue has been reviewed, unless applicable law or the circumstances require otherwise.

After reviewing the information, we will determine the appropriate resolution in accordance with the circumstances and applicable law. Depending on the issue and available remedies, this may include a replacement, repair where appropriate, refund, or another legally required solution.

The condition of a product will not automatically disqualify a claim when the damage or defect existed before delivery or otherwise falls within a consumer protection right.

7. Incorrect Size, Color, or Product Selection

We understand that selecting clothing online can involve uncertainty about sizing, color, fit, and style.

Before purchasing, we encourage customers to review product descriptions, size charts, color options, measurements, and other available product information carefully.

If you receive the wrong item, size, or color compared with your confirmed order, please follow the procedure in Section 6.

If you receive the item you ordered but decide that the size, color, fit, or style does not meet your personal preference, the request will be assessed under the applicable return terms and legal requirements.

Please note that differences in screen brightness, display settings, lighting, and photography may affect how colors appear on different devices. Minor visual differences do not necessarily establish that an item is defective or incorrectly supplied.

However, this does not limit any rights you may have if a product materially differs from its description or fails to meet applicable legal requirements.

8. Exchanges

An exchange may be possible where the requested replacement is available and the applicable return conditions are satisfied.

Exchange requests may involve a different size, color, or eligible product, depending on stock availability and the circumstances of the original purchase.

To request an exchange:

1. Identify the item you wish to exchange.
2. Explain the reason for the exchange.
3. Specify the preferred replacement, including size or color where applicable.
4. Submit your request through an available website communication channel.
5. Follow the instructions provided before sending the original item back.

Exchanges are subject to inventory availability and any applicable legal requirements.

If the requested replacement is unavailable, an alternative resolution may be discussed where appropriate.

We do not guarantee that every size, color, or style will remain available after the original purchase.

Where an exchange cannot be completed, any applicable refund or other remedy will be handled according to the relevant purchase terms and applicable law.

9. Refund Eligibility

Refunds may be available for approved returns, canceled orders, defective or incorrect products, or other circumstances in which a refund is required or permitted under applicable law.

Refund eligibility depends on the reason for the request, the condition of the item where relevant, the applicable purchase terms, and any mandatory consumer protections.

Before a refund is issued, we may need to verify the order, review supporting information, confirm the status of the returned item, or determine whether the relevant conditions have been met.

A refund will not be unreasonably withheld where applicable law requires one.

If a return is not eligible for a discretionary refund under the applicable policy, any separate statutory right to a refund or other remedy will remain unaffected.

10. Refund Processing

Once a return or refund request has been approved, the refund will be processed according to the applicable transaction arrangements and legal requirements.

Where possible, refunds will be issued to the original payment method used for the purchase. If the original payment method is unavailable or a different method is legally or operationally necessary, an alternative arrangement may be considered where appropriate.

The time required for the funds to appear in your account may depend on the payment provider, financial institution, transaction method, and processing procedures.

An approval notice does not necessarily mean that the refunded funds will appear immediately in your account.

If the expected processing period communicated for your particular transaction has passed and the refund has not appeared, you may wish to check with your payment provider or financial institution and use an available Modevella website communication channel for further assistance.

We do not guarantee a specific refund completion time that has not been established for the relevant transaction.

11. Original Shipping Fees

The treatment of original shipping charges depends on the reason for the return, the terms presented at purchase, and applicable consumer protection laws.

Where a customer requests a discretionary return because of a change of preference, original shipping charges may be non-refundable where permitted by the applicable terms and law.

Where an order is defective, incorrect, or otherwise qualifies for a legally required refund, shipping charges will be handled in accordance with the applicable legal requirements.

If a purchase included a shipping promotion or other special offer, the refund calculation may also depend on the conditions of that offer, provided those conditions are lawful.

Any applicable mandatory right to recover shipping charges will take precedence over inconsistent provisions in this policy.

12. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the applicable purchase terms and legal requirements.

For a discretionary return, such as a change of preference, the customer may be responsible for return shipping costs where this has been properly disclosed and is permitted by applicable law.

If the item is defective, damaged before delivery, incorrectly supplied, or otherwise subject to a legal remedy, the allocation of return shipping costs will comply with applicable law.

Please confirm the return instructions and cost responsibility before shipping an item back.

We do not promise free return shipping for every return request, nor do we impose return shipping charges where doing so would violate applicable law.

13. Lost or Damaged Return Shipments

Customers arranging return shipments should package items securely and retain relevant shipping documentation.

Where tracking is available, we recommend using a service that provides shipment tracking and keeping the tracking number until the return has been resolved.

If a returned parcel is delayed, lost, or damaged during transit, the circumstances may need to be reviewed alongside the available shipping records and applicable legal requirements.

Responsibility for loss or damage will depend on the circumstances, the shipping arrangement, the applicable terms, and mandatory consumer protection laws.

Please contact the relevant carrier where appropriate and retain any available documentation that may assist with an investigation.

14. Order Cancellations

If you wish to cancel an order, please submit your request through an available website communication channel as soon as possible.

Cancellation may depend on whether the order has already entered processing, fulfillment, or shipment.

If an order has not yet been processed or dispatched, cancellation may be possible depending on the circumstances and applicable terms.

If the order has already been dispatched, you may need to follow the applicable return procedure instead, unless applicable law provides another right.

Nothing in this section limits any statutory cancellation or withdrawal right that applies to your purchase, including any legally required cooling-off period.

If a cancellation is accepted and a refund is due, the refund will be handled in accordance with the applicable payment arrangements and legal requirements.

15. Promotional Items, Discounts, and Special Offers

Purchases made using promotional codes, discounts, or special offers remain subject to the applicable return and refund conditions.

Where permitted by law, the refund amount may reflect the actual amount paid for the returned item rather than its original undiscounted price.

If an order contains multiple products and only some items are returned, the refund will be calculated based on the items returned and the relevant purchase terms.

For offers that depend on purchasing multiple items or reaching a minimum order value, the effect of a partial return may depend on the published conditions of the offer.

Any adjustment to promotional pricing, discounts, or shipping benefits must comply with applicable law and the terms disclosed at the time of purchase.

16. Partial Returns

If your order contains multiple items, you may request a return for one or more eligible items rather than the entire order, subject to the applicable return terms.

When a partial return is approved, the refund will generally be calculated based on the eligible items being returned, the actual amounts paid, and any lawful adjustments required by the applicable promotion or transaction terms.

Original shipping charges, bundle discounts, or other order-level benefits may require separate consideration where relevant.

We will not apply an adjustment that unlawfully reduces a refund or removes a mandatory consumer right.

17. Products Purchased as Gifts

If an item was purchased as a gift, the return request may still need to be verified against the original order.

The purchaser or the person requesting the return may need to provide reasonable proof of purchase or other information necessary to confirm eligibility.

Any refund will generally follow the applicable transaction arrangements and legal requirements. A refund to a different recipient or payment method may require additional verification and may not always be possible.

Gift-related return requests remain subject to any applicable statutory rights and the relevant purchase conditions.

18. Proof of Purchase

To help us verify a return, exchange, or refund request, we may ask for reasonable proof of purchase.

This may include an order number, order confirmation, transaction reference, or other information that reasonably identifies the relevant purchase.

If you cannot locate your order confirmation, please provide the information available to help identify the transaction.

We may request additional details where necessary to prevent fraud, protect customer information, and ensure that refunds are issued to the appropriate person.

Any verification requirements will be applied subject to applicable law and will not unlawfully prevent you from exercising your consumer rights.

19. Preventing Return Abuse

We reserve the right, where permitted by law, to review return and refund requests for signs of fraud, abuse, or misuse of our policies.

Examples may include falsified proof of purchase, fraudulent claims, deliberate damage after delivery, or repeated attempts to obtain duplicate refunds for the same transaction.

Where appropriate, we may request additional documentation or investigate the circumstances before making a decision.

Any decision will be based on the available information and applicable terms. We will not use this section to deny a legitimate claim or restrict a consumer right protected by law.

20. Consumer Rights

This Return & Refund Policy is intended to explain our general return procedures. It does not replace or exclude any mandatory rights provided by consumer protection laws.

Depending on the jurisdiction and the circumstances of the purchase, you may have statutory rights relating to defective products, incorrect goods, cancellation periods, refunds, replacements, repairs, or other remedies.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.

Nothing in this policy should be interpreted as requiring you to waive a legal right that cannot lawfully be waived.

21. Privacy and Return Requests

Information provided during a return, exchange, cancellation, or refund request may be used to verify your purchase, review the issue, communicate with you, process the requested remedy, and maintain necessary transaction records.

Such information will be handled in accordance with the applicable privacy policy and data protection requirements.

Please provide only the information reasonably necessary to resolve your request. Do not include passwords or complete payment card details in return-related communications.

22. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes in our products, business operations, return procedures, or applicable legal requirements.

The latest revision date will be displayed at the beginning of this page.

Where required by law, we will provide additional notice or obtain consent before implementing changes that require such action.

The version applicable to a particular purchase will be determined in accordance with applicable law and the relevant purchase terms. Policy updates will not retroactively remove mandatory consumer rights.

We encourage customers to review this page before placing an order and when submitting a return or refund request.

23. Contact and Return Assistance

If you have questions about a return, exchange, cancellation, or refund, please use an existing contact or communication channel provided through the Modevella website, where available.

When submitting a request, please include your order number, the relevant item, and a clear description of the issue. Supporting photographs or other reasonable documentation may help us assess your request.

Please do not ship a return to an unconfirmed address or include unnecessary sensitive personal information in your communication.

We will review requests and provide instructions or an appropriate response based on the circumstances, the applicable purchase terms, and relevant legal requirements.

No additional email address, telephone number, mailing address, or return address is specified in this policy because such information has not been provided.

24. Final Statement

Modevella aims to provide a clear and responsible shopping experience for customers purchasing clothing through modevella.com.

We encourage customers to review product details carefully, inspect their orders after delivery, and submit any return or refund questions through the available website communication channels.

Our goal is to handle return and refund requests fairly, communicate the applicable procedures clearly, and respect the consumer rights and legal obligations that apply to each transaction.

Thank you for shopping with Modevella.