Refund policy

Refund & Return Policy

Last updated: August 11, 2026

At MokiraShop, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to make it right.

This Refund & Return Policy explains when returns, replacements, and refunds are available for purchases made through MokiraShop.

1. Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must generally be:

Unused and in its original condition
In the original packaging, where applicable
Complete with all accessories, parts, manuals, and included items
Free from damage caused by misuse, improper installation, accidents, or normal wear and tear

Some products may have different return requirements because of their nature. If a product has specific return conditions, those conditions will be stated on the applicable product page.

2. Damaged, Defective, or Incorrect Items

If your order arrives:

Damaged
Defective
Missing parts or accessories
Significantly different from the product description
As the wrong product

please contact us within 7 days of delivery.

For damaged or incorrect orders, please provide:

Your order number
A description of the problem
Clear photos of the product
Photos of the packaging and shipping label, when applicable
A short video showing the problem, if appropriate

This information helps us investigate the issue and work with our fulfillment or shipping partners.

If the issue is confirmed to be our error or a product defect covered by the applicable warranty or consumer-protection requirements, we may offer a replacement, replacement parts, return, or refund, depending on the circumstances.

Please do not return a damaged, defective, or incorrect item until we provide return instructions.

3. Returns for Change of Mind

If you simply change your mind about a purchase, you may request a return within 30 days of delivery, provided the product is eligible and meets our return-condition requirements.

Unless the return is due to an error by MokiraShop, a defective product, or another issue covered by applicable law, the customer is responsible for the return shipping costs.

Original shipping charges are generally non-refundable for change-of-mind returns.

4. Items That Cannot Be Returned

Certain products may not be eligible for return because of their nature or condition.

Examples may include:

Products marked as Final Sale
Personalized or customized products
Products that have been used, damaged, altered, or modified after delivery
Products missing essential parts or accessories
Products returned outside the applicable return period
Items that cannot be resold for health, safety, or hygiene reasons
Gift cards, where applicable
Products specifically identified on the product page as non-returnable

Nothing in this policy is intended to limit any rights you may have under applicable consumer-protection laws.

5. How to Request a Return

To request a return, contact our customer support team using the contact information provided on the MokiraShop website.

Please include:

Subject: Return Request – [Order Number]

Please provide:

Your full name
Order number
Product name
Reason for the return
Photos or videos, if applicable
Any additional information requested by our support team

We will review your request and provide instructions if the return is approved.

Do not send an item to a return address obtained from a third party or from the product packaging unless MokiraShop has specifically instructed you to do so.

6. Return Shipping

If the item is defective, damaged, incorrect, or our mistake:

MokiraShop will work with you to determine the appropriate solution. Depending on the circumstances, we may provide a return shipping solution, replacement, replacement parts, or refund.

If the return is due to a change of mind:

The customer is generally responsible for return shipping costs.

Return shipping costs are non-refundable unless the return is required because of an error by MokiraShop, a qualifying defective product, or applicable law.

7. Refunds

Once an approved return is received and inspected, we will determine whether the product qualifies for a refund.

If approved, the refund will generally be issued to the original payment method.

Refunds may take several business days to appear in your account after MokiraShop processes the refund, depending on your bank, credit-card provider, or payment provider.

MokiraShop is not responsible for delays caused by a customer's bank or payment provider.

8. Partial Refunds

In certain circumstances, a partial refund may be offered.

Examples may include:

Minor cosmetic issues that do not materially affect the product's use
Missing non-essential packaging
Other situations where the customer agrees to keep the product rather than return it

Any partial refund will be agreed upon before it is processed.

9. Replacements

Where appropriate, MokiraShop may offer a replacement instead of a refund.

Replacement availability depends on product availability and the circumstances of the order.

If the exact product is unavailable, MokiraShop may offer an alternative solution, such as a refund or replacement with a comparable product, where appropriate.

10. Lost, Stolen, or Delayed Packages

Once an order has been shipped, delivery is handled by the applicable carrier.

If tracking shows that a package is delayed, please contact us so we can help investigate the shipment.

If tracking shows that an order was delivered but you cannot locate it, please first check:

Your mailbox or usual delivery location
Around your property
With household members
With neighbours or building management, where applicable

MokiraShop may contact the carrier to investigate the shipment.

For packages confirmed as delivered, refunds or replacements are not automatically guaranteed and will be reviewed on a case-by-case basis, subject to applicable law and carrier procedures.

11. Orders Returned to Sender

If an order is returned to the sender because of:

An incorrect or incomplete shipping address
Failure to collect the package
Refusal of delivery
Repeated unsuccessful delivery attempts

please contact us.

Additional shipping charges may apply if you request that the order be shipped again.

If the order is refunded instead, applicable shipping or return-to-sender costs may be deducted where permitted by applicable law.

12. Exchanges

We may offer exchanges for eligible products.

Because product availability can change, an exchange is not guaranteed. If the requested replacement is unavailable, we may offer another appropriate resolution.

13. Sale and Promotional Items

Sale or promotional products may have different return conditions.

Any special return restrictions will be clearly stated on the applicable product page or at the time of purchase.

Unless otherwise stated, defective or incorrectly supplied products remain subject to applicable consumer-protection rights.

14. Order Cancellation

If you need to cancel an order, contact us as soon as possible after placing the order.

We will try to accommodate cancellation requests before the order has been processed or shipped.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In that situation, the order may need to be handled under our normal return policy.

15. Refund Processing

After an approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed to your original payment method.

Please allow additional time for your bank or payment provider to post the refund to your account.

16. Fraudulent or Abusive Returns

MokiraShop reserves the right to investigate return or refund requests that appear fraudulent, abusive, or inconsistent with this policy.

Examples may include repeated claims involving materially different circumstances, altered products, false delivery claims, or attempts to return products that were not purchased from MokiraShop.

Nothing in this section limits rights provided by applicable law.

17. Consumer Rights

This policy is intended to operate alongside applicable consumer-protection laws and regulations.

If applicable law provides you with rights that are greater than those described in this policy, those legal rights will continue to apply.

18. Changes to This Policy

MokiraShop may update this Refund & Return Policy from time to time.

The version posted on our website will indicate the date it was last updated.

Changes will not affect rights that have already arisen from purchases made before the applicable policy change, except where required or permitted by law.