Refund policy
Return Policy
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Return Eligibility
To be eligible for a return, your item must be in the same condition as when you received it — unworn or unused, with tags attached, and in its original packaging. You will also need to provide your receipt or proof of purchase.
To initiate a return, please contact us at info@shopmooka.com.
If your return is accepted, we'll send you a return label along with instructions on how and where to send your package.
⚠️ Items sent back without first requesting a return will not be accepted.
Damages & Issues
Please inspect your order upon delivery and contact us immediately if the item is faulty, damaged, or if you have received the wrong item. We will assess the issue and work to resolve it.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), undergarments, personalised items, and personal care or hygiene products.
For health, safety, and hygiene reasons, the following items are strictly non-returnable and non-refundable:
- All personal care and hygiene products
- All cosmetic and beauty products
- Any item that comes into direct contact with the body or skin
- All health and wellness products
- Devices or products intended for personal use
- Any item whose original packaging has been opened, damaged, or tampered with
This list is not exhaustive and may be extended at our discretion to include any product with similar characteristics or hygiene concerns. If you are unsure whether your item is eligible, please contact us before initiating a return.
We also do not accept returns of hazardous materials, flammable liquids, or gases. Returns on sale items or gift cards are not accepted.
Exchanges
The quickest way to get the item you want is to return the item you have. Once your return is accepted, you can place a new order for the desired item.
Order Cancellations
Orders are processed promptly after confirmation to ensure fast delivery. As a result, cancellations after an order has been placed may not always be possible, as your order may already be in progress at our warehouse. If you wish to request a cancellation, please contact us immediately at info@shopmooka.com. We will do our best to assist, however cancellation cannot be guaranteed.
Refunds
We will notify you once we have received and inspected your returned item, and let you know whether the refund has been approved or not.
If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@shopmooka.com.
Returns & Refunds for Discounted Upsell Offers
If you purchase a product at full price and then use a discounted upsell offer for additional units of the same product, the following conditions apply:
- The entire bundle must be returned — If you request a refund for the full-price item, you must also return all items purchased at the discounted price. Partial refunds are not permitted.
- No retrospective price adjustments — If an upsell promotion becomes available after your initial purchase, price differences will not be refunded or adjusted.
- Refund misuse prevention — Attempts to exploit the system (e.g. returning only the full-price item while keeping the discounted upsell items) may result in the return being declined.
- Some discounted items may be final sale — Certain upsell promotions may be non-returnable and non-refundable. Please review the offer details before completing your purchase.
By completing your purchase, you agree to these conditions. If you have any questions, please contact our customer service team before initiating a return.
Return Address & Shipping Costs
All returns must be sent to our central warehouse located in China. The exact return address will be provided once your return request has been approved.
Please note that return shipping costs are the responsibility of the customer, unless we have made an error (e.g. incorrect or damaged item).
We strongly recommend using a tracked and insured shipping service, as we cannot be held responsible for return parcels that are lost or not delivered.
If you are unsure how to return your item or which shipping service to use, please contact us at info@shopmooka.com before sending your return.
Questions or Concerns?
👉 Contact our team at info@shopmooka.com — we're always happy to help!