Exchange Policy

Returns
We truly hope our customers enjoy our products as much as we do! However, please note that we do not offer returns or refunds.

Exchange
We have a 14-day exchange policy, which means you have 14 days after receiving your item to request an exchange. 

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start an exchange, you can contact us at support@mokiplus.com. Please note that exchanges will need to be sent to the following address: 1 Maida Vale, 798676, Singapore

If your exchange request is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted. 

You can always contact us for any exchange questions at support@mokiplus.com. 

Damages and issues
We strive to ensure that all of our products are of the highest quality. Please inspect your order upon receipt and contact us immediately if you receive an item that is defective, damaged, or incorrect. If you believe your product is faulty or you have received the wrong item, we will work with you to evaluate the issue and resolve it as quickly as possible. 

What We Consider as a Defect or Damage: 
- Manufacturing defects (e.g., stitching issues, broken zippers, defective buttons, etc.) 
- Damage caused during shipping 
- Incorrect items sent (e.g., wrong color, size, or product) 

Exclusions: 
1. Damage due to external factors: Our products are designed for durability, but external factors such as pets, misuse, or accidents (e.g., chewing, rough handling, or improper care and/or washing) are not covered under our exchange or replacement policy. Please note that any damage caused by pets or improper handling does not constitute a manufacturing defect. 

2. Normal wear and tear: Items may show signs of wear over time with regular use. This is not considered a defect or damage under our policy.

Exceptions / non-exchangeable items
Certain types of items cannot be exchanged, like special orders or personalized items.

Unfortunately, we cannot accept exchanges on sale items or gift cards.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.