Refund policy

Return, Refund & Exchange Policy

Thank you for shopping with Moora. We strive for your full satisfaction. This Policy outlines the terms under which returns, refunds, and exchanges are accepted. By placing an order with us, you agree to follow the terms listed here.

Exchange & Return Policy - DOMESTIC

  • We accept returns and exchanges on eligible items within 5 days of you receiving the shipment. Team Moora can approve or decline the request subject to terms and conditions.

  • In case of damage or defect, an exchange will be shipped at no additional cost. In other cases, a reverse pickup fee of Rs. 100 will be charged.

  • Each order or item is eligible for at most one return or exchange. Once processed, no further changes permitted.

  • COD charges and Shipping charges are non-refundable in all cases.

Non-Returnable / Non-Exchangeable Items  

The following are not eligible for return, exchange, or refund (unless defective):

  1. Since our products are handmade, minor variations in print or colour or weave are a part of the human process and are not considered a defect. Products with major visible areas of faded colour or torn products are deemed defective and are eligible for return. Colour bleeding is normal for hand-block printed products and is NOT considered a defect.
  2. Products purchased during SALE (i.e, End of season sale, Clearance sale, Diwali Sale, Festive Sale) are not eligible for return, only eligible for exchange. 
  3. Customized, tailored, or altered items (i.e. blouses and predraped sarees, gajra, saree covers and gift boxes) are not eligible for return/exchange. In case of blouses, only size exchange is allowed. 
  4. Items missing tags, packaging, or damaged by customers.
  5. Products with signs of use like stains, tears, not due to manufacturing defects.

Eligibility Criteria for Return/Exchange

  1. Re-use the original packaging, including the saree cotton bag, for proper care and protection.

  2. Items must be in their original condition, with their labels and tags intact.

  3. They must be unused and unwashed, unsoiled without any stains or damages.

Exchange & Return Process

  1. Please email us at tribe@moora.in or WhatsApp us at +91 8005575930 with your Order Number, Full Name, and clear photos/videos showing the issue (such as damage, defect, or cuts).

  2. Our team will check and go through your problem. Further, they’ll provide you with a solution as per eligibility criteria. 

  3. Once your return or exchange request is created then your order will get picked up within 24-48 hours. 

  4. If reverse pickup is unavailable in your area, you may be asked to self ship the product to us.

  5. Please return the items with their labels and tags intact. Pack the items in their original packaging, including the cotton bag, for proper care and protection.

  6. Items once received and verified by our warehouse team, will be processed for an exchange or refund.

  7. Typically, it takes 10-14 days to complete your exchange or return request.

Refund Process

  1. Refunds will be processed to the original payment source. In some cases, store credit will be provided, which will be valid for a 1-year period from the date of issue. Credits can only be redeemed on moora.in and cannot be converted to cash.

  2. Refunds or credits will only be processed after we receive the returned item and conduct a quality check to confirm the issue.

  3. In case, our quality check fails the returned item then we may decline the request of the refund and may align partial refund or store credit (subject to conditions).

  4. Processing time for refunds is typically 10-14 business days after approval and inspection. Banking timelines may vary.

Cancellation Policy

  1. You may cancel your order before it is dispatched. Please email us at tribe@moora.in or WhatsApp us at +91 8005575930 with your Order Number, Full Name.

  2. Once the order is dispatched, the cancellation request will be treated as a return/exchange request under this Policy.

  3. Custom orders are not eligible for cancellation after 6 hours of order placement. 

Disputed Cases & Final decisions

  1. Moora reserves the right to final decision in all return/exchange matters.

  2. In disputed cases, we may request additional evidence (photos, videos).

  3. We are not liable for damages or losses incurred in transit during return shipments.

Exchange & Return Policy - INTERNATIONAL

  1. Orders shipped internationally are NOT eligible for exchange or refund (unless specifically accepted under separate terms).

  2. In case of a defect or damaged product, we can provide you with store credit or partial refund.