Return & Exchange Policy
We fully understand that sometimes you might change your mind regarding your purchase. If you want to cancel your order, please follow the steps below: Cancel your order under My account if the order has not been processed by our warehouse team (You will see status – Processing if the order has been processed). If your order has already been processed, but not shipped, contact our Customer Service Team on 8001180009 in KSA and we will use all reasonable endeavors to cancel it providing it has not yet been shipped. If order has been shipped, then it will be treated as a return. Please refer to our Return section below for further information
Customer satisfaction is our goal. We gladly offer you the option to exchange and return your purchases according to the terms below. If you are not completely satisfied with your purchase from Moda, you have the right to return the product(s) within 7 days from receipt of your order provided that:
- the Product is not innerwear, socks, accessories, or face masks.
- the Product is returned with its original receipt (bank statements will not be accepted).
- the Product is unopened, unused and in its original packaging, with swing tags.
- the Product has not been altered or stitched.
- The product is not washed or perfumed.
Please note: Due to charges involved for shipping and returning products abroad (including customs fees) we do not accept international cancellations.
You may return the product online or in-store at any one of our Moda stores. Please note: Cash on Delivery orders return can only be initiated by our customer service agent. We require a valid proof of purchase. Multibuy offer purchases can be returned or exchanged as a whole. Discounted products and special offers can be exchanged within 7 days and returned only within 3 days of purchase. For products that have been previously exchanged, you can exchange them again or return them only within 3 days of the previous exchange date. You must bring your initial original purchase invoice with your exchange invoice. Process for returning orders:
- Registered user
In order to proceed to return request from your account in the section "My account" and "My orders", by clicking on "Order Details" and "Return/ Exchange", you can select the items, return reasons and specify if you require product to be collected from your address or you will return the product in one of our stores. Click on “Return items” and you will receive an email confirming your return details. Following this, you will receive a phone call from our courier company to schedule collection of your parcel. The return label will be provided by the courier company.
- Guest user
If you placed an order as a Guest, then please contact our Customer Service Team to request your return. We will bear the costs of the courier for returning the products only if you use our selected courier service provider & follow steps mentioned above. We invite you to reuse the packaging your order was shipped in for the return. All items not complying with our return policy will be held at our facilities. It is the customer's responsibility to organize a collection by a courier company if such product is requested to be returned back by the customer. We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.
You can also contact our customer service team via firstname.lastname@example.org or you call us anytime on KSA 8001180009 You can also reach us by Whatsapp +966583072171 to assist you further.
We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the goods, whichever is the earliest.
- Credit Card orders upon successful quality check, the bank will issue your refund within 10 working days. Please contact Customer Service only if you have not received a refund after 14 working days.
- COD orders you will receive refund upon a quality check in our WH.
Any fees such as delivery or COD fee will be deducted from the refund unless it is a manufacturing defect.
Please be aware that refunds to Mada cards processed more than 14 days after the original purchase may be delayed up to an additional 4 weeks due to the refund processing policy enforced by Mada and your issuing bank.
Please note: Cash on Delivery orders return can only be initiated by our customer service agent.
Please note that we offer exchanges in store only. For online exchanges, please return your product(s) and then place a new order for the product(s) you wish to purchase, subject to stock availability.