Refund/Replacement Policies

REFUNDS & REPLACEMENTS

Any claims for misprinted/damaged/defective items must be submitted within 30 days of receiving the product:

-For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.

-Claims deemed an error on our part are covered at our expense and are either replaced or fully refunded.

If you or your customers notice an issue with the products or anything in the order that seems to be out of place, contact our customer support team via email - hello@houseofmogu.com and send a photograph along with a brief explanation of the problem. We will review the issue and notify you of the approval or rejection of a replacement/refund. If your claim gets approved, and you require a replacement, we will have a new order shipped to you within 3 business days. If you request a refund, a credit will be automatically applied to your credit card or original payment method within a few work days.

REPLACEMENT/REFUND EXEMPTIONS

The House of Mogu will not grant a refund, credit your account, or replace a produced product in case of:

Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment to yourself or to your end customer (if and as applicable).

Buyer's Remorse – It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse. Returns for products or exchange of a product are to be offered at your expense and discretion. If you choose to accept returns or offer size/product exchanges to your end customers, you would need to place a new order at your own expense.

Rejected by Customs - If a package is returned due to customs rejection, The House of Mogu will not issue a refund. It is the responsibility of the store owner to research import regulations for each country they are selling their products, and for the receiver to pay any necessary customs fees.

Product is created, but not yet shipped - In case, you wish to cancel the order while it is still in the status "Accepted", but the product has already been prepared by the fulfillment team, we will not be able to cancel and refund the order.