Refund policy
Return & Refund Policy
We hope you love your MOKO piece. If for any reason it isn’t quite right, you may request a return within 30 days of receiving your order, subject to the conditions below.
Returns
To be eligible for a return, your item must be in the same condition in which you received it — unused, unworn and free from signs of wear, stains, damage or alterations.
All original tags must remain attached, and the item must be returned in its original packaging. Proof of purchase or your order number will also be required.
To request a return, please complete our Request a Return form within 30 days of receiving your order.
Once your request has been reviewed, we will provide you with return instructions and the return address.
Please do not send your order back before receiving return instructions from us. Items returned without a prior return request may not be accepted.
Return Shipping
For standard returns — including cases where you have changed your mind, selected the wrong item, or the colour or size is not suitable — return shipping costs are the responsibility of the customer.
Customers are responsible for arranging and paying for the return shipment.
We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been processed. MOKO cannot be responsible for return parcels that are lost in transit.
Original shipping charges are non-refundable, except where required by applicable law or where the return is the result of an error on our part.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as possible after delivery.
If you believe your item arrived damaged or defective, or if you received an incorrect item, please submit a return request as soon as possible after delivery.
When reporting a damaged, defective or incorrect item, we may ask you to provide clear photographs of:
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the item;
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the affected or damaged area;
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the original packaging, where relevant;
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any other information reasonably required to assess the issue.
Please do not return the item before receiving instructions from us.
MOKO reserves the right to inspect returned items before approving a refund or other remedy.
Items damaged through misuse, improper handling, normal wear and tear, accidental damage after delivery, or failure to follow applicable care instructions are not considered defective.
If, after assessment, an item is confirmed to have been defective or damaged before or during delivery, or you received an incorrect item due to an error on our part, we will provide an appropriate remedy in accordance with applicable consumer law.
Non-Returnable Items
We cannot accept returns of items that:
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show signs of wear or use;
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have been stained, washed, altered or damaged after delivery;
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are missing original tags or packaging where these formed part of the product;
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are personalized or custom-made specifically for the customer, where applicable;
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are otherwise excluded from return under applicable law.
Gift cards are non-returnable.
Your statutory consumer rights are not affected by this policy.
Sale Items
Unless otherwise stated, sale or discounted items may be returned in accordance with this Return & Refund Policy.
Any statutory rights available to you under applicable consumer law remain unaffected.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, colour or size, please return your original item in accordance with this policy and place a new order separately.
European Union Right of Withdrawal
If you are a consumer in the European Union, you generally have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason, subject to the exceptions provided by applicable law.
This statutory 14-day right of withdrawal is separate from MOKO’s voluntary 30-day return policy.
Where you exercise your statutory right of withdrawal, you are responsible for the direct cost of returning the goods, unless otherwise required by applicable law or agreed by us.
You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Nothing in this policy limits or excludes any mandatory rights you have under applicable consumer law.
Refunds
Once your returned item has been received, we will inspect it and notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for us to process an approved refund after the returned item has been received and inspected.
Your bank, card issuer or payment provider may require additional time for the refund to appear in your account.
If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact us at mokobrand.info@gmail.com.
Contact
For questions regarding returns or refunds, please contact us at:
To initiate a return, please use our Request a Return form.