RETURNS & EXCHANGE POLICY.

You can cancel an order yourself until it is dispatched. After delivery, we accept returns only if the item arrives damaged or you receive the wrong item, and exchanges are for size only.

CANCELLATION

1. Go to Orders.
2. Tap Cancel order on the order. It appears while the order is on hold or processing, before it is dispatched.
3. Pick a reason and tap Yes, cancel. The order is cancelled straight away.

Amounts paid by UPI or card are refunded in full to the original payment method within 5 – 7 working days. Any cashback points you used on the order go back to your rewards balance immediately. Once an order has been dispatched or delivered, it cannot be cancelled and we do not accept returns for change of mind.

RETURNS: DAMAGED OR WRONG ITEM

You can return an item only if it arrived damaged or defective, or if you received a different item from the one you ordered. Please tell us within 7 days of delivery. We will send a replacement, or refund you if a replacement isn’t available.

EXCHANGE: SIZE ONLY

If your size doesn’t fit, you can exchange it for a different size of the same product within 7 days of delivery, subject to availability. The item must be unused, unwashed and in its original condition with all tags and packaging.

We do not exchange for a different colour, a different style or a different product.

HOW TO REQUEST A RETURN OR EXCHANGE

1. Within 7 days of delivery, open Orders and tap Need help with this order? on the item. WhatsApp opens with your order details filled in. You can also email support@mosali.store with your order number.
2. For a damaged or wrong item, send clear photos of the item, the packaging and the shipping label. For a size exchange, tell us the size you need.
3. We confirm the request and share return instructions.
4. Once we receive and check the item, we dispatch your replacement or process your refund.

REFUNDS

Refunds apply only to cancellations before dispatch, and to damaged or wrong items where a replacement isn’t available. UPI and card payments are refunded to the original payment method. Cash on delivery orders are refunded by UPI or bank transfer. Refunds are processed within 5 – 7 working days (for returns, after we receive and check the item). Your bank may take a few more days to show the credit.

CASHBACK POINTS AND REFUNDS

• Cashback points used on an order are returned to your balance, not paid out as cash, if the order is cancelled or refunded.
• Cashback earned on an order is removed from your balance if that order is later refunded.

NOT ELIGIBLE

• Cancellations after an order has been dispatched
• Returns after delivery because you changed your mind or didn’t like the item
• Exchanges for a different colour, style or product
• Items that have been worn, washed, altered or damaged after delivery
• Items without original tags or packaging
• Socks and innerwear, for hygiene reasons, unless damaged or incorrect
• Requests made after 7 days of delivery