Return & Refund Policy

Thank you for shopping at MODA PORTER (operated by HK XIANWEI E-BUSINESS LIMITED).
Please read this policy carefully before placing an order.

1. General Return Conditions

To be eligible for a return or exchange:

  • Item must be:
    • Unworn and unwashed
    • Free from makeup, perfume, deodorant, stains, pet hair, or damage
    • With all original tags, labels, and hygiene stickers attached
    • In original packaging (if applicable)
  • You must contact us before sending any item back.
  • Unauthorized or unannounced returns may be refused or not processed.

We reserve the right to refuse returns that do not meet these conditions.

2. Return Window

  • Change of mind / size / style not suitable:
    Contact us within 7 days of the date you receive the parcel (based on tracking information).

  • Defective, damaged, or wrong item received:
    Contact us within 48 hours of delivery.

If you contact us after these periods, we may not be able to offer a return, exchange, or refund.

3. Non‑Returnable Items

Unless required by law, we generally do not accept returns for:

  • Items marked as “Final Sale”, “Clearance”, or “Non‑returnable” on the product page
  • Items that have been worn, washed, altered, or damaged by the customer
  • Sets where one part is missing
  • Accessories (if specified on the product page)
  • Any item returned with obvious signs of use or without original tags/labels

4. Defective, Damaged, or Wrong Item

If you receive a:

  • Defective item (e.g., obvious hole, broken zipper, major sewing issue)
  • Damaged item (caused during transit)
  • Wrong product, size, or color compared to your order

Please contact us within 48 hours of receiving the parcel.

Provide:

  1. Order number
  2. Description of the problem
  3. Clear photos or a short video showing:
    • The whole item
    • The defect/damage area
    • Inner tags/labels
    • Outer package and shipping label (if package is damaged)

Once confirmed, we may offer one or more of the following solutions (depending on the situation and your preference):

  • Replacement of the same item (if available)
  • Exchange for another item (price difference may apply)
  • Full or partial refund

5. Return Process

  1. Contact Us First
    Email: wayne@dramapapa.com
    Website: www.modaporter.com (you may also use our contact form, if available)

  2. Wait for Approval & Instructions

    • We will confirm if your item is eligible for return.
    • We will provide the return address and any reference/authorization information needed.

  3. Prepare the Package

    • Place the item(s) with original tags/labels and packaging into a suitable parcel.
    • Include a note with:
      • Your name
      • Order number
      • Contact email
    • Pack securely to prevent damage in transit.

  4. Ship the Return

    • Use a trackable shipping method whenever possible.
    • Keep your shipping receipt and tracking number until your return is processed.

6. Return Shipping Costs

  • Change of mind / size / style not suitable (customer’s reason):

    • Customer is generally responsible for return shipping costs.
    • Original shipping fees (if any) are not refundable.

  • Defective, damaged, or wrong item (our responsibility):

    • After confirmation, we may:
      • Reimburse reasonable return shipping costs (with proof), or
      • Provide a discount/partial refund without requiring a return, or
      • Offer another solution case‑by‑case.

Any arrangement must be confirmed by our customer service in advance.

7. Refunds

After we receive and inspect your returned item:

  1. We will notify you by email whether your return is approved or rejected, and what type of refund (full or partial) applies.
  2. If approved, we will process the refund to your original payment method.

Time frame:

  • Processing by MODA PORTER: typically 3–7 business days after receiving the return.
  • Processing by your bank/payment provider: usually an additional 3–10 business days (varies by institution).

Possible deductions:

  • Original shipping fee (if applicable and not refundable)
  • Return shipping fee (if covered by us against policy or by special arrangement)
  • Partial refund for items not returned in original condition, missing parts, or showing signs of use (unless the issue is our fault)

8. Exchanges

We may offer exchanges in the following cases (depending on stock):

  • Different size of the same style
  • Exchange to another color or item (price difference may apply)

Process:

  1. Contact us to confirm availability.
  2. Return the original item according to our instructions.
  3. After approval, we will:
    • Ship the replacement item, or
    • Ask you to place a new order while we refund the original (if this is faster).

Our support team will suggest the best option based on your case and region.

9. Order Cancellation & Address Change

  • Before shipment:
    If you need to cancel or change the shipping address, please contact us as soon as possible.
    If your order has not been processed or shipped, we will try to accommodate your request.

  • After shipment:

    • Orders that have been shipped cannot be changed or cancelled.
    • You may follow the standard return process after receiving the parcel (where applicable).

If an incorrect address is provided and the parcel is returned to us, we can:

  • Reship (additional shipping charge may apply), or
  • Refund minus actual shipping and handling costs (where allowed).

10. Customs, Duties & Taxes (International Orders)

As an international online retailer, many of our orders are shipped cross‑border.

  • Your order may be subject to import duties, VAT, and other taxes or fees charged by your local customs.
  • These charges are not included in our product prices or shipping fees and are generally not refundable by MODA PORTER, even if you return the items.

Please check your local customs regulations before placing an order.

11. Contact Information

For questions about this Return & Refund Policy or a specific order, please contact:

HK XIANWEI E-BUSINESS LIMITED
Address: FLAT/RM D07, 8/F, Kai Tak Factory Building,
No. 99 King Fuk Street, San Po Kong, Kowloon, Hong Kong
Website: www.modaporter.com
Email: wayne@dramapapa.com

Within the limits of applicable law, HK XIANWEI E-BUSINESS LIMITED reserves the right of final interpretation of this Return & Refund Policy.
Where local consumer protection laws provide additional statutory rights, those rights will apply in addition to this policy.