Refund policy

Return, Refund & Custom Order Policy

At BOKAMODA, we understand that every brand has different needs. Our products are available from ready stock and can be customized with your own logo, labels, packaging, and other brand details.

We aim to provide flexible support before customization begins, while ensuring that customized orders are handled fairly and efficiently.

1. Changes to Ready-to-Stock Orders

Before any brand customization has started, you may contact your BOKAMODA representative to request changes to:

  • Style
  • Color
  • Size
  • Quantity
  • Other product details

You may also request to cancel the order before customization begins.

No additional fee will be charged for these changes or cancellations, provided that customization work has not yet started.

Please contact your BOKAMODA representative as soon as possible, as orders may enter the customization process shortly after payment.

2. Custom & Private-Label Orders

Once customization has started or has been completed, including but not limited to:

  • Logo printing or heat transfer
  • Custom hang tags
  • Wash/care labels
  • Custom packaging
  • Other brand-related customization

the order can no longer be cancelled or changed without cost.

If you need to make changes after customization has started, please contact your BOKAMODA representative. We will review the order and calculate any costs already incurred for completed customization work. Any applicable costs must be covered by the customer before the requested changes can be processed.

Orders for which customization has been completed are generally non-cancellable and non-returnable, except in cases of verified quality issues caused by BOKAMODA.

3. Quality Issues

We carefully inspect products and customization at multiple stages before shipment.

If you receive an item with a verified quality issue, such as:

  • Damaged or defective clothing
  • Logo peeling, detachment, or other customization defects
  • Damaged or incorrect hang tags
  • Other manufacturing or customization defects caused by BOKAMODA

please contact your BOKAMODA representative within 7 days of receiving your order and provide clear photos or videos showing the issue.

After the issue is verified, we will provide an appropriate solution, which may include:

  • Free replacement of the affected items; or
  • A refund for the affected items.

We will communicate with you to determine the appropriate solution based on the specific situation.

4. Wrong, Missing, or Lost Items

We maintain quality-control and packing procedures at multiple stages to minimize the possibility of incorrect or missing items.

If you receive an incorrect item or discover that an item is missing, please contact us as soon as possible with the relevant details and supporting evidence.

If a shipment is lost or damaged during transportation by a third-party carrier, we will assist with the claim and provide the necessary support. The customer will not be responsible for losses caused by the carrier, provided that the customer cooperates with us by providing any required information or evidence for the claim.

5. Returns & Exchanges for Non-Customized Orders

For orders that have already been delivered to the customer, a return or exchange may be requested within 7 days of receipt, provided that:

  • The items have not been customized;
  • The items are unworn and unwashed;
  • The items are not damaged or altered;
  • All original labels and packaging are intact; and
  • The items remain in a condition suitable for resale.

Return or exchange requests must be submitted to your BOKAMODA representative before sending anything back.

Return shipping costs, duties, taxes, and any other costs associated with the return are the customer's responsibility, unless the return is due to a verified quality issue or an error caused by BOKAMODA.

We do not accept packages returned without prior communication and authorization.

6. Customized Orders – No Returns for Personal Preference

Customized products are made specifically for your brand and cannot normally be returned, exchanged, or cancelled after customization has started.

Except for verified quality issues or errors caused by BOKAMODA, we do not accept returns, exchanges, or cancellation requests due to:

  • Incorrect size selection by the customer;
  • Personal preference;
  • Changes in design or branding decisions;
  • Changes in business plans;
  • The customer no longer needing the products; or
  • Other reasons unrelated to a verified quality issue caused by BOKAMODA.

For this reason, we strongly recommend confirming your styles, colors, sizes, quantities, and customization details with your BOKAMODA representative before customization begins.

7. Order Cancellation

Before Customization
Orders may be cancelled before customization begins. No cancellation fee will be charged.

After Customization Has Started
If customization has already started, the order cannot be cancelled without covering the costs already incurred. If you need to cancel or make changes, please contact your BOKAMODA representative. We will review the status of your order and provide the applicable cost calculation.

After Customization Has Been Completed
Orders with completed customization cannot normally be cancelled or returned, except for verified quality issues or errors caused by BOKAMODA.

8. Refund Processing

Once a refund has been agreed upon and confirmed, BOKAMODA will process the refund within 24 hours.

The refund will normally be issued to the original payment method.

Please note that the actual time for the funds to appear in your account may depend on the payment provider, bank, or credit card company and may take additional business days after the refund has been processed by BOKAMODA.

9. How to Contact Us

If you need to request a return, exchange, cancellation, order change, or report a quality issue, please contact your BOKAMODA representative first.

You may also contact our customer service team:
Email: support@bokamoda.com

Please do not send any products back before receiving return instructions from our team.

BOKAMODA
Start Small, Dream Big.
We are committed to supporting growing brands with flexible quantities, ready-to-stock products, and professional private-label customization.