Terms of the Return Policy
At Mouze, every product is made with love, creativity, and care to bring your personality to life. We always aim to deliver 100% satisfaction to our customers. However, in the rare case that something doesn’t feel right, we’re here to assist you.
For any concerns or issues, please ensure to email us at support@mouze.in within 2 days of delivery. This helps us promptly address your request in accordance with our policies.
The return and exchange policy for each product category is mentioned below in detail.
Order cancellations, refunds, or replacements will not be applicable due to delays caused by natural calamities, unforeseen events, or situations beyond our control.
Order Cancellation Policy
- Domestic & International Orders can only be canceled within 2 hours of placing the order.
- Once your order enters production/dispatch, cancellations will no longer be possible.
Return Policy for Phone Cases (Glass Covers & Custom Cases)
- Since most of our cases are made-to-order, we do not facilitate easy returns.
- Returns are only applicable in cases of:
- Manufacturing defects
- Printing issues
- Fitting problems
- Wrong product/design delivered
- If any of the above concerns are validated, we will issue a free replacement.
- Customers refusing the package at the time of delivery will not be eligible for refunds.
Return Policy for Apparel (Hoodies, T-Shirts, Joggers & More)
- Return/exchange requests must be raised within 2 days of receiving the package.
- Products must be:
- Unworn, unused, unwashed, and undamaged
- Returned with all labels, tags, and original packaging intact
- Sale/discount purchases are not eligible for refunds or exchanges.
- Refunds begin processing once the original product reaches our warehouse and clears Quality Check (QC).
- Reverse pickup is available for select pin codes. If not available, customers must self-ship and will receive a ₹100 credit in their Mouze Wallet.
- For refunds to a bank account, a handling charge of ₹250 per product may apply. Refunds to Mouze Wallet are free of charge.
Exchange / Replacement Policy for Apparel
- Customers can request an exchange within 2 days of delivery.
- Exchanges are available for the same product/design.
- If the requested size/design is unavailable, a design swap or store credit may be offered.
- An additional fee may apply for exchanges (₹199 per hoodie as exchange & handling charges).
- More than one exchange request per order will incur a ₹399 charge per product.
- Replacements are processed within 7–10 working days after the original product reaches our facility.
- Products must pass QC to be eligible. Worn, washed, or damaged apparel will not qualify.
Return Policy for Stationery (Journals, Planners, Desk Mats & More)
- Returns are accepted within 2 days of receiving the product.
- Products must be unused, untorn, undamaged, with tags and packaging intact.
- Refunds are processed within 7–10 working days after the product reaches our warehouse and clears QC.
- Reverse pickup may be available; otherwise, customers can self-ship and receive ₹100 Mouze Wallet credit.
- Refunds to the Mouze Wallet are free; refunds to the original payment method may incur a ₹250 handling charge.
Return Policy for Bags & Backpacks
- Return/exchange requests must be raised within 2 days of delivery.
- Returns are applicable only in cases of:
- Wrong product delivered
- Manufacturing defect
- Product damaged during transit (photo/video proof required)
- Products must be unused, unwashed, undamaged, and returned with all tags and original packaging.
- Refunds begin after QC clearance and will be credited to the Mouze Wallet (no deductions) or to the original payment method (₹250 deduction may apply).
Return/Exchange/Replacement Policy for Customized Products
- All customized products (personalized apparel, cases, accessories, etc.) are made-to-order.
- These are non-returnable and non-exchangeable, except in cases of:
- Manufacturing defects
- Printing errors
- Wrong product delivered
- Requests must be raised within 24 hours of delivery with photo/video proof shared via email.
Return/Exchange/Replacement Policy for Damaged or Missing Products
- If a product is received damaged, tampered with, or incomplete, email support@mouze.in within 24–48 hours of delivery with a clear unboxing video and images.
- Once validated, we will issue a replacement or refund as per eligibility.
- Missing items will only be addressed with a clear package photo/video and visible invoice label.
Non-Returnable & Non-Exchangeable Products
The following categories are not eligible for return or exchange unless defective:
- Phone cases & glass covers (custom/made-to-order)
- Customized apparel & accessories
- Sale & clearance products
- Posters, mugs, collectibles
- Face masks (due to hygiene reasons)
Policy for Partial COD Orders
- If a customer places a Partial COD order and later refuses delivery, the partial advance will not be refunded.
- The only option is to pay the remaining balance and convert the order to prepaid, after which Mouze can reship the product.
International Orders
- All international orders are non-returnable, non-exchangeable, and non-refundable.
- Replacements are possible only in cases of:
- Damaged product received
- Manufacturing defect
- Wrong product shipped
- Customers must provide photo/video evidence within 48 hours of delivery.
- Cancellation window for international orders: 2 hours from placing the order. After this, a 50% cancellation fee will be applicable.
Processing Timelines
- Request initiation: within 2 days of delivery
- QC & validation: 2–4 working days after receiving the product
- Refund processing: 7–10 working days after QC clearance
- Exchange/replacement dispatch: 7–10 working days after approval
✨ At Mouze, we treat every customer as part of our creative family. While each product is carefully handcrafted to order, if something ever goes wrong, we ensure your concerns are resolved transparently, fairly, and as quickly as possible.
