Refund policy

Refund & Exchange Policy – Mokoo

At Mokoo, we care deeply about the quality of our products and your overall shopping experience. Every item is carefully inspected and securely packaged before shipping. If something doesn’t go as expected, please review our policy below.

🔁 Returns & Exchanges – 14-Day Window

From the date you receive your order, you have 14 days to request a return or exchange, according to the conditions outlined below.

✅ Damaged or Incorrect Items (Free Return)

If your item arrives damaged, defective, or incorrect, Mokoo will cover all costs related to the return.

What we offer:

  • Free return shipping

  • Full refund or free replacement

Conditions:

  • The issue must be reported within 14 days of delivery

  • Clear photos or videos showing the damage, defect, or incorrect item are required

  • Photos or videos taken during the unboxing process are strongly recommended

Once approved, we will provide return instructions at no cost to you.

💬 Change of Mind or Dissatisfaction

If you wish to return the product because you did not like it or changed your mind, the following conditions apply:

  • You must contact us within 14 days of receiving your order

  • The item must be unused, in its original packaging, and in perfect condition

  • The customer is responsible for all return shipping costs

  • The item must be sent to the return address provided by our support team via email

  • After we receive and inspect the item, we will issue a refund for the product price only within 1 business day

  • Original shipping fees are non-refundable

📩 How to Request a Return or Exchange

Please contact us at support@mokoo.co with the following information:

  • Order number

  • Reason for the return or exchange

  • Photos or videos (required for damaged or incorrect items)

Our support team will reply with the return address and detailed instructions.

⏰ Important Notes

  • Requests made after 14 days from delivery will not be accepted

  • Refunds are processed within 1 business day after the returned item is received and inspected

  • Mokoo reserves the right to deny any return if the item does not meet the conditions described above

🐻 Final Notes

This policy is designed to ensure fairness while maintaining Mokoo’s quality standards.
If you have any questions, please contact us at support@mokoo.co — we’re always happy to help.

Thank you for choosing Mokoo 💛