Exchange Policy

At mulen.co, we strive to ensure that our customers are completely satisfied with their purchases. We offer an exchange policy under the following terms and conditions:

Refund & Exchange Terms

We are dedicated to facilitating exchanges for products purchased online, provided the following conditions are met:

  • Please do not accept the delivery if the parcel appears damaged or if the seal is broken upon arrival.
  • We do not offer cash refunds. In exceptional cases, we may issue a store credit in the form of a coupon for the same value, valid for 7 days from the date of issuance, redeemable only on our online store.
  • If you wish to exchange an item, please email us at support@mulen.co with your order ID and details of the exchange request.
  • Size or Item Mistakes: If the wrong item or incorrect size was sent to you, we will gladly exchange it at no additional cost. Please contact us as soon as possible to initiate the exchange.
  • If the item is damaged or missing, please contact us immediately upon receiving the parcel for prompt resolution.

 Exchanges

  • Exchanges will only be processed within the same category (e.g., size or color) depending on stock availability.
  • Returned items will be inspected by our quality control team upon arrival. If the item is found to be used, mishandled, or not in its original condition, we will be unable to process the exchange.
  • Discounted items (sale or promotional items) cannot be returned or exchanged.

Refund Policy

While we prioritize exchanges, we offer refunds only in exceptional cases. Please note the following:

  • Cash-on-Delivery (COD) orders are not eligible for a refund.
  • Refund Process: If a refund is approved, the amount will be credited back to your Credit/Debit Card within 2 weeks from the date the refund is processed.
  • Bank processing time: If you have not received your refund after this period, please check with your bank or payment provider, as it may take additional time to reflect in your account.
  • Sale items are not eligible for refunds.

Shipping Policy

We strive to make the shipping process as easy and transparent as possible:

  • Shipping Costs: All domestic orders are charged a shipping fee as per your regional rate.
  • Return & Exchange Shipping: The customer is responsible for return shipping costs unless the return is due to an error on our part (damaged or incorrect items). Please ensure you include your order number on the parcel to ensure smooth processing.
  • Damaged or Incomplete Orders: If your order arrives damaged or incomplete, mulen.co will cover the return shipping costs. For all other return or exchange situations, customers will bear the cost of return shipping.

Lost Shipping Policy

While we work with trusted courier partners to ensure timely delivery, we cannot guarantee delivery. If your order is not received within 7 days of dispatch, please contact our customer support team immediately at support@mulen.co for assistance. We will assist you in tracking the shipment and resolving the issue.