Last Updated: April 2026
1. Purpose
This SOP establishes a standardized process for handling product returns and exchanges at MW Closet to ensure customer satisfaction while protecting the company from misuse and operational losses.
2. Scope
This policy applies to all purchases made through MW Closet’s official website (www.mwcloset.in), online marketplaces (if applicable), and promotional sales conducted by MW Closet within India.
3. Policy Statement
MW Closet offers a 30-day return and exchange window from the date of delivery, subject to eligibility conditions, to ensure a premium customer experience.
4. Eligibility Criteria
Products must be unused, unwashed, unworn, with original tags and packaging intact. Return request must be raised within 30 days of delivery.
5. Non-Eligible Items
Used or washed products, damaged items due to customer mishandling, products without tags, customized items, and hygiene-sensitive products are not eligible for return.
6. Return Process
Customer initiates return via website or email → Eligibility verification → Reverse pickup arranged → Warehouse quality inspection → Refund or exchange processed.
7. Exchange Process
Exchanges allowed for size or color (subject to stock availability) or defective product replacement. If unavailable, refund or store credit will be issued.
8. Refund Process
Refund initiated after inspection approval within 5–7 business days. Prepaid orders refunded to original payment method; COD orders via bank transfer/UPI.
9. Reverse Logistics Responsibility
MW Closet bears return shipping cost for wrong item delivery, defective product, or company error.
10. Quality Inspection Criteria
Inspection includes fabric condition, odour check, tag verification, and packaging condition. Items failing inspection may be returned to the customer.
11. Customer Communication Standards
Acknowledge requests within 24 hours, share pickup timeline, notify upon inspection, and confirm refund processing.
12. Abuse Prevention
MW Closet reserves the right to reject excessive returns, flag misuse, and restrict services for repeat offenders.
13. Review Frequency
This SOP will be reviewed annually or whenever operational changes occur.