Exchange & Returns

At MEND, we want you to have a smooth and transparent shopping experience. This policy explains how returns, exchanges, refunds, cancellations, and product-related issues are handled for purchases made through our online store and participating MEND retail outlets.

Please review this policy before placing your order.

1. Online Returns

Customers can request a return for eligible online purchases within 7 days from the date of delivery.

To be eligible for a return, the product must:

  • Be unused and unworn
  • Be in its original condition
  • Have all original tags attached
  • Be in its original packaging, where applicable
  • Be accompanied by valid proof of purchase

Products that do not meet these conditions may not be accepted for return, subject to applicable consumer rights.

2. How to Request an Online Return

To request a return, please log in to your MEND customer account and access your order details:

Return Request: https://account.mymend.com/orders

Select the relevant order and submit your return request within 7 days from the date of delivery.

Once your return request is reviewed and approved, MEND will arrange a reverse pickup through our delivery partner wherever reverse pickup service is available.

If reverse pickup is unavailable at your location, you may be required to self-ship the eligible product to the return address provided in this policy.

3. Return Shipping Charges

For eligible customer-initiated online returns where reverse pickup is available, a ₹100 reverse shipping fee will be deducted from the refundable amount.

If reverse pickup is unavailable at your location, you may self-ship the eligible product to our return address after receiving return approval.

For approved self-shipped returns, the return courier charge paid by the customer will be reimbursed after the returned product is received, inspected, and approved, subject to the return eligibility requirements.

Customers should retain their courier receipt or proof of shipping until the return and refund process is completed.

For customer-initiated returns, original shipping or delivery charges paid at checkout are non-refundable.

For Partial COD orders, the applicable ₹50 Partial COD service fee is also non-refundable for completed orders returned by the customer.

If a return is required because MEND supplied a damaged, defective, incorrect, or incomplete product, the customer will not be charged the applicable return shipping fee. Any refund of original shipping or Partial COD charges will be handled according to the circumstances and applicable consumer rights.

4. Return Address for Self-Ship Returns

If reverse pickup is unavailable at your location, please submit your return request through your MEND customer account and follow the return instructions provided by our team.

Return Address:

Montzo Business Hub
Kuruniyan Square, Pandikkad Road
Manjeri, Kerala – 676122
India
Phone: 99956 33232

Please do not send a return to this address without first submitting a return request and receiving instructions from MEND.

5. Returns at MEND Retail Outlets

Eligible products purchased through the MEND online store may also be returned or exchanged at participating MEND retail outlets.

Store returns and exchanges are free of return shipping charges.

Customers should carry their order details or proof of purchase when visiting a MEND outlet.

Online purchases returned or exchanged at a MEND outlet remain subject to the applicable product eligibility conditions and the 7-day return/exchange period from the date of delivery.

For eligible Partial COD returns submitted at a retail outlet, refunds will be arranged through MEND's refund process rather than being automatically issued as cash at the store.

6. Damaged, Defective, Incorrect, or Incomplete Products

Please inspect your order as soon as it is delivered.

If you receive a product that is:

  • Damaged
  • Defective
  • Different from the product ordered
  • Missing an item or part of the order

Please contact MEND customer support within 48 hours of delivery so we can investigate promptly.

To help us investigate and resolve the issue, please provide:

  • Order number
  • Clear photographs of the product
  • Clear photographs of the packaging
  • A description of the issue
  • An unboxing video, if available

Our team will review the information provided and determine the appropriate resolution.

Where the issue is confirmed to be attributable to MEND, the customer will not be charged the ₹100 reverse pickup fee.

The 48-hour reporting period helps us investigate delivery-related issues and does not remove any rights available under applicable consumer protection laws.

7. Non-Returnable Products

The following products are generally not eligible for return or exchange unless they are received damaged, defective, incorrect, or incomplete, or a remedy is otherwise required by law:

  • Sale or discounted products clearly identified as non-returnable before purchase
  • Gift cards
  • Customized or personalized products
  • Personal care products
  • Products specifically marked as non-returnable on the product page

Any product-specific return restrictions will be clearly mentioned on the relevant product page before purchase.

8. Exchanges

MEND currently offers size exchanges only, once per order, subject to product availability.

Size exchange requests must be made within 7 days from the date of delivery.

The product must:

  • Be unused and unworn
  • Be in its original condition
  • Have all original tags attached
  • Be in its original packaging, where applicable

For eligible customer-initiated pickup-based size exchanges, a ₹100 reverse shipping fee applies.

Size exchanges completed at participating MEND retail outlets are free of return shipping charges.

If reverse pickup is unavailable at the customer's location, the customer may self-ship the product according to MEND's instructions or visit a participating MEND retail outlet for exchange assistance.

Exchange requests are subject to stock availability.

If the requested replacement size is unavailable, MEND customer support will communicate the available options.

9. Refunds

Once the returned product reaches MEND or is accepted through an approved store-return process, it will be inspected to confirm that it meets the applicable return eligibility requirements.

Refunds will be processed after the return has been inspected and approved.

9.1 Prepaid Orders

For approved returns of prepaid orders, the eligible refund will generally be processed to the original payment method used for the order.

For customer-initiated returns, applicable original delivery charges and return shipping fees will be deducted from the refundable amount.

9.2 Partial Cash on Delivery (COD) Orders

MEND offers Partial Cash on Delivery (Partial COD) for eligible orders and delivery locations.

Under Partial COD, customers pay an initial amount online at checkout and the remaining balance at the time of delivery.

A ₹50 Partial COD service fee applies. The exact upfront payment and balance payable at delivery are displayed at checkout before the order is confirmed.

For approved returns of delivered Partial COD orders:

  • The refundable product value will be calculated based on the items accepted for return.
  • Original shipping or delivery charges are non-refundable for customer-initiated returns.
  • The ₹50 Partial COD service fee is non-refundable for completed, customer-initiated returns.
  • A ₹100 reverse shipping fee will be deducted where applicable to an eligible online return pickup.
  • After the return is received, inspected, and approved, MEND will contact the customer to arrange the refund.
  • The customer may provide their preferred eligible bank account or UPI details to receive the refund.
  • The approved refund amount will be transferred to the customer's designated account.

Important: Partial COD refunds are not restricted to store credit. Eligible refunds will be arranged through bank transfer or UPI according to the refund process described above.

Customers should share refund details only through MEND's verified support channels. MEND will never request a customer's UPI PIN, banking password, or OTP to process a refund.

9.3 Non-Refundable Charges

For completed orders returned for customer-related reasons, the following charges are non-refundable where applicable:

  • Original shipping or delivery charges
  • ₹50 Partial COD service fee
  • ₹100 reverse shipping fee for eligible customer-initiated online return pickups

These deductions do not apply where a refund or reimbursement is required under applicable law or where MEND confirms an error requiring a different resolution.

10. Refund Processing Time

Once the returned product has been received and successfully inspected, approved refunds are generally initiated within 3–5 business days.

For Partial COD orders, this processing period begins once the return is approved and the necessary valid refund account details have been received.

After MEND initiates the refund, the time taken for the amount to appear in the customer's account may vary depending on the bank, card issuer, payment gateway, UPI service, or other payment provider.

MEND will assist customers with refund-related queries and provide available transaction details if a refund is delayed.

11. Order Cancellation

Orders can be cancelled before dispatch.

To request cancellation, please contact MEND customer support as soon as possible after placing your order.

Once an order has been dispatched, it cannot normally be cancelled through the standard cancellation process. After delivery, the order may be eligible for return in accordance with this policy.

Prepaid Order Cancellation

For an eligible prepaid order cancelled before dispatch, the full amount paid, including any shipping charge collected at checkout, will be refunded to the original payment method.

Partial COD Order Cancellation

For an eligible Partial COD order cancelled before dispatch, the amount collected online, including applicable shipping and Partial COD charges, will be refunded.

If MEND cancels an order because the product is unavailable or the delivery location cannot be serviced, any amount already collected for the unfulfilled order will be refunded.

For a Partial COD order cancelled before dispatch, no remaining COD balance is payable at delivery.

12. Return Inspection

All returned products are subject to inspection.

MEND may reject a customer-initiated return or exchange if the product:

  • Has been worn or used
  • Has been washed
  • Has been damaged after delivery due to customer handling
  • Has missing or removed tags
  • Is missing original packaging where applicable
  • Shows signs of alteration
  • Does not meet the eligibility conditions stated in this policy

If a return or exchange is rejected following inspection, the customer will be informed by MEND customer support, including the reason for rejection.

Nothing in these inspection requirements limits remedies available for defective, incorrect, or otherwise non-conforming products under applicable law.

13. Customer Support

For questions regarding returns, exchanges, refunds, cancellations, or product-related issues, please contact MEND customer support.

Email: support@mymend.com
WhatsApp / Phone: +91 82523 23232

When contacting us, please include your order number so that our customer support team can assist you more quickly.

14. Business Information

MONTZO LIFE FASHION AND RETAIL LLP

Registered Business Address:
LEVEL 15 CONCORDE TOWERS
UB CITY #24, VITTAL MALLYA ROAD
BENGALURU – 560001
India

Customer Support:
Email: support@mymend.com
WhatsApp / Phone: +91 82523 23232

Return Address:
Montzo Business Hub
Kuruniyan Square, Pandikkad Road
Manjeri, Kerala – 676122
India
Phone: 99956 33232

The registered business address and return processing address are different. The return processing address is used for approved self-shipped returns when reverse pickup is unavailable.

Policy last updated: October 2026