Política de reembolso

All of our creations are carefully inspected to make sure they meet our quality requirements. As our products are all individually handmade in small batches, slight imperfections, color variations & air bubbles might appear by the nature of the production process. These are not considered a fault but a unique feature of each of our creations and won't affect, in any way, the normal use of the product.

Cancellation

If not already shipped, cancellations are accepted within 24 hours of the moment you place your order. This also applies to unforeseen cancellations. If your order is cancelled, you will receive a full refund.

Once it has been refunded on our end, a credit card refund can take several days to process. Depending on your credit card issuer, the refund can take between five to 16 business days.

Returns

We offer a 14-day return policy after you receive your order (exceptions may apply). To be eligible, the products must be in the same condition as received, unused, in their original packaging. The materials are required to ensure it is packaged securely and the shipping cost is at the customer's charge. The customer must also provide a tracking number. To make your return request, please send an email to hello@mokan.ch 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Once we receive and inspect the order to confirm its eligibility, you will be automatically refunded in the same payment method you previously chose at the checkout and an email confirmation will be sent.

Exceptions for returns; sales, promotions, and items marked as 'limited edition', will not be eligible for returns.

Please note that the shipping fees are non-refundable. 

You can always contact us for any return questions at hello@mokan.ch.

Damages and issues

Please inspect your order upon reception and contact us within the next 48 hours if the item is defective, or damaged or if you receive the wrong item. You must describe the damage and provide photographic evidence to hello@mokan.ch

Please note that as our items are handmade, slight imperfections and color variations may appear by nature. For more information, please visit our FAQ.

M O K A N is not responsible for parcels that are left outside in the heat, cold, or rain.

Lost and stolen parcels

Once your order has been shipped, we cannot accept responsibility for any lost or stolen parcel. 

We do not issue replacements/refunds on items that have been marked as 'delivered' by postal services or are unclaimed due to unpaid customs. If your tracking information indicates that the package has been delivered but you did not receive it. Please contact us immediately. 

Parcels returned to sender

The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to delivery issues and there is no refund possible. If there are postal fees that needs to be paid upon reception of a parcel that is returned to the sender, MO K A N won't accept these fees and therefore will refuse to get the parcel back.

Please note that our returns, damages and issues policies only applies to orders shipped within Europe.