Cancellation & Return Policy

At Mowria Fashion, a premium Bangladesh-based brand, we stand behind our craftsmanship and want you to shop with confidence. This policy is designed to be clear and customer-friendly, reflecting our commitment to quality and your satisfaction. Please read the following terms carefully. If you have any questions, our support team is here to help (see Customer Support below).

1. Order Cancellation Policy

  • Order Cancellation Window: You may cancel your order at any time before it ships. Contact us promptly (via email or phone) to request a cancellation. If your order is prepaid, we will issue a full refund to your original payment method once the cancellation is confirmed. For Cash on Delivery (COD) orders, cancellations must be requested within 24 hours of placing the order to avoid shipment.
  • Company Rights: Mowria Fashion reserves the right to verify all orders. We may cancel any order that appears to be fraudulent or placed in error. In rare cases (e.g. stock issues or payment verification problems), we may cancel an order and will notify you as soon as possible, refunding any payment received.

2. Return Eligibility

  • Timeframe: You have 7 days from the date of delivery to request a return. If more than 7 days have passed, returns cannot be accepted.
  • Condition: Returned items must be unused, unworn, and unwashed, and in the same resaleable condition as received. All original tags, labels, and packaging must be intact. For example, CO Collections states that items must be “unused… with tags… in original packaging” to qualify.
  • Proof of Purchase: A copy of the order invoice or receipt must accompany your return request. Please keep this documentation as it is required to process your return.
  • Unboxing Video Requirement: To request any return, refund, or exchange, customers must provide a clear continuous unboxing video recorded from the moment before opening the package until the product is fully inspected. This video must start before the package is opened, show the shipping label clearly, and record the entire process of opening and inspecting the product. Without this video, Mowria Fashion reserves the right to refuse any return or refund claim.

3. Exchange Policy

  • What Can Be Exchanged: If you receive a wrong size, defective item, or incorrect product (wrong size, defective, or incorrect item shipped), you may request an exchange for an equivalent product. Exchanges are limited to one time per order. Once we approve an exchange, ship your original item back according to our instructions.
  • Size Exchanges: If the item doesn’t fit, you can exchange it for a different size (subject to availability). You are responsible for shipping costs for size exchanges, unless the exchange is due to our error or defect.
  • Defective/Wrong Item: If you received a wrong item or a defective garment, we will gladly exchange it at our expense. Please refer to the Damaged/Wrong Products section below for reporting instructions.
  • Stock Availability: Exchanges are subject to stock availability of the requested item. If your preferred replacement is unavailable, we will offer an alternative available product or exchange solution. We note that “exchanges are subject to stock availability” and appreciate your flexibility in such cases.

4. Non-Returnable / Non-Exchangeable Items

Certain items cannot be returned or exchanged:

  • Sale or Discounted Items: All sales, clearance, and promotional items are final sale. Discounted products cannot be returned or exchanged. As seen with other premium retailers, “products purchased on discounts/special offers… cannot be exchanged”. Likewise, Nouria Design clearly states that sale items are not eligible for return, exchange or refund.
  • Customized or Personalized Garments: Any item made or altered to your specifications (custom size, embroidered, altered color, etc.) is final sale and non-returnable. By ordering a customized product, you acknowledge it cannot be returned or exchanged.
  • Hygiene & Safety Items: For health reasons, items such as underwear, swimwear, and personal accessories (e.g. masks, gloves, jewelry) cannot be returned or exchanged once opened. This aligns with industry standards that exempt these items from return for hygiene and safety.
  • Damaged by Customer: Returns will not be accepted if the item shows signs of wear, stains, odor (e.g. perfume smoke), or damage caused after delivery. Any altered or washed garments are also non-returnable.
  • Final Sale Markings: Items explicitly marked Final Sale or Exchange Only at checkout are not eligible for refunds or returns, in keeping with policies of retailers like CO Collections. Please verify any “final sale” designation before purchase.

5. Size & Fit Disclaimer

Clothing fit can vary. We strongly encourage you to consult our detailed size guide before ordering. Because small variations can occur in manufacturing, minor measurement differences are normal. (In fact, Signifyd notes that 51% of online returns are due to size or expectation mismatches.) “Slim” or “regular” fit can feel different by design, so choose according to your preference. We cannot accept returns simply because an item is looser or tighter than you imagined if it is otherwise within tolerance. Please measure carefully and contact us if you need guidance on fit.

6. Color & Product Appearance Disclaimer

We strive to display our products accurately, but actual colors and textures may vary slightly. Lighting during photography, fabric dye lots, and screen resolution differences can cause subtle shifts. As Nouria Design notes, slight color variations due to screen rendering are not considered defects. The way an item appears on your monitor may not match the physical garment exactly. Please keep this in mind; such minor differences are not eligible grounds for return.

7. Damaged or Wrong Products

If you receive an item that is damaged, defective, or does not match your order, please notify us immediately:

  • Timeframe: Inspect your items upon delivery. If you notice damage or the wrong item, report the issue immediately during delivery or within 24 hours after receiving the parcel.
  • Documentation: You must provide the unboxing video recorded at the time of delivery. This video serves as the primary proof of the condition in which the item was received. In addition to the video, please provide clear photos of any specific defects and the shipping label. As noted by industry standards, this documentation is essential for a quick resolution.
  • Action: We will assess the problem and offer a resolution. In cases of our error (damage in transit or a mis-ship), we will arrange a replacement or exchange at no extra charge.

8. Refund Policy

  • When Refunds Apply: Refunds are issued only for items that meet the above return conditions (e.g. defective or wrong items). If your return is approved, we will refund the purchase price of the item(s) to your original payment method.
  • Processing Time: Approved refunds are generally processed within 7–10 working days after we receive and inspect the returned items. For example, CO Collections states that approved refunds are issued within about 10 business days. Once the refund is processed on our end, your bank or card issuer may require additional time to post the funds to your account (usually a few extra days).
  • Refund Methods: Refunds go to the original payment method (credit card, bKash, etc.). If a full refund is not possible for technical reasons, we can issue store credit or gift voucher instead (valid for 30 days).
  • Store Credit or Voucher: In lieu of a refund, you may opt for store credit. Store credits remain valid for 30 days and can be applied to any future Mowria purchase. (This gives you flexibility while we manage stock.)

9. Return Shipping Responsibility

  • Our Error (Defective/Wrong Item): If the return is due to our mistake (damaged/delivered incorrectly), Mowria Fashion will cover the return shipping costs. We will provide a prepaid shipping label or reimburse your shipping expense for the return.
  • Customer Error or Preference: For exchanges or returns prompted by change of mind (e.g. wrong size or color chosen) or other customer-related reasons, the customer is responsible for return shipping costs.
  • Undeliverable Packages: If a package is returned due to failed delivery (wrong address, refusal, etc.), any original shipping fees (or customs duties, if applicable) may be deducted from your refund. Please ensure delivery details are correct to avoid extra charges.

10. Delivery Failure / Unreachable Address

We strive to deliver all orders promptly, but issues can occur. If a delivery attempt fails due to an incorrect or incomplete address, we will contact you to resolve it. If we cannot reach you within 24 hours, we may cancel the order and refund your payment (minus any incurred shipping costs). We encourage customers to provide accurate delivery information.

11. Promotional Campaigns & Flash Sales

During special promotions (flash sales, clearances, bundle offers, etc.), return policies may be more limited to sustain the discount. Typically, items sold during these campaigns are final sale and cannot be returned or exchanged. Please assume all flash sale purchases are final, unless otherwise stated in the offer terms.

12. Abuse & Fraud Protection

We want our policies to be fair. In line with best practices, we do monitor return activity to prevent misuse. Industry data suggests about 11% of returns involve abuse (e.g. using an item and returning it). We reserve the right to refuse returns, exchanges, or service if we suspect fraud or policy abuse. As CO Collections warns, repeated or excessive returns can trigger an account review. If we detect misuse (such as repeated “wardrobing,” returning items damaged by the customer, or false claims), we may cancel the return, refuse future orders, or limit your ability to use our services.

13. Customer Support for Returns

If you need to initiate a return or exchange, please contact Mowria Fashion customer service:

  • Email:  support.mowria@gmail.com
  • Phone: +880 1982-107500 (Time: 24/7)
    In your message, include your order number, name, and details of the issue (with photos if relevant). We aim to acknowledge all requests within 24 hours on business days. Our team will guide you through the return or exchange process step by step.
  • In your message: Include your order number, name, a description of the issue, and attach the required unboxing video. We aim to acknowledge all requests within 24 hours on business days.

14. Final Trust Statement

We understand that returns can be inconvenient, and we appreciate your patience. At Mowria Fashion, your confidence in our brand is paramount. We have crafted this policy to be as fair and transparent as possible, reflecting our commitment to quality and customer satisfaction. A smooth post-purchase experience builds loyalty – indeed, Signifyd reports that 62% of shoppers are more likely to buy again after a positive return experience. We promise to handle your cancellations, returns, and exchanges with care and integrity, so you can continue to enjoy our premium clothing collection with complete peace of mind.

If you have any questions or concerns, please reach out – we’re here to ensure you love what you ordered.