Refund Policy for Mocoer

At Mocoer, we want you to love every piece of clothing, bag, or jewelry you purchase—whether it’s a statement dress for a special occasion or a everyday crossbody bag. This Refund Policy outlines the terms, conditions, and steps for requesting refunds, ensuring a transparent and hassle-free experience for our customers. By shopping on Mocoer.com, you agree to comply with the guidelines below.

1. Eligibility for Refunds

To qualify for a full refund, your request must meet the following criteria. Please note that eligibility varies slightly by product type (clothing, bags, jewelry) to account for their unique characteristics:

1.1 Core Eligibility Requirements

Return Window: You must initiate a refund request within 60 days of the product’s delivery date. Requests submitted after this window will not be approved, unless the item is defective (see Section 4 for details on defective products).
Product Condition: Returned items must be unused, undamaged, and in their original condition—this includes:
Clothing: No signs of wear (e.g., no stains, no altered hems, no removed tags), folded neatly, and returned in the original packaging (e.g., garment bags, plastic wraps).
Bags: No scratches on leather, no broken zippers, all hardware (e.g., buckles, straps) intact, and returned with dust bags or original boxes.
Jewelry: No tarnishing, no missing stones, all clasps working, and returned in the original gift box or pouch (if provided).
Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt. This helps us verify your transaction and process your refund efficiently.

1.2 Non-Refundable Items

The following products are not eligible for refunds (unless defective or damaged during shipping):

Customized or personalized items (e.g., engraved necklaces, monogrammed bags, made-to-measure clothing).
Final sale items (clearly marked as “Final Sale” on the product page at the time of purchase—no exceptions).
Items that show signs of use, improper care, or damage caused by the customer (e.g., a dress stained from wear, a bag scuffed from rough handling, jewelry tangled or broken due to improper storage).

2. How to Request a Refund

Follow these simple steps to submit a refund request. We’ve streamlined the process to minimize delays, whether you’re returning a ill-fitting shirt or a necklace that doesn’t match your style:

Step 1: Initiate the Request

Contact our customer service team via [email protected] with the following information (incomplete requests may be delayed):

Your full name and the email address linked to your Mocoer account (or the one used for checkout).
Your 8-digit order number (found in your order confirmation email or “My Orders” section of your account).
The name and SKU of the item(s) you want to return (e.g., “Silk Wrap Dress – SKU: DRS-024,” “Leather Tote Bag – SKU: BAG-109”).
A brief reason for the refund (e.g., “size too small,” “color doesn’t match photos,” “changed mind”).
Optional (but helpful): Photos of the item (e.g., if the color is inaccurate or the size is off) to help us understand your request faster.

Step 2: Receive Return Instructions

Our team will review your request within 1–2 business days. If approved:

We’ll send you a pre-paid return shipping label (consistent with our global free shipping policy—no cost to you, regardless of your location).
We’ll also include detailed instructions, such as the return address, how to package the item (e.g., use a sturdy box for fragile jewelry), and how to track the return shipment.

If your request is denied (e.g., the item is outside the 60-day window or shows signs of use), we’ll email you with a clear explanation and next steps (e.g., returning the item to you at no cost).

Step 3: Ship the Item Back

Package the eligible item(s) securely to prevent damage during transit. For delicate jewelry, wrap each piece in bubble wrap; for clothing, use the original garment bag or a clean, sealed plastic bag to avoid wrinkles.
Attach the pre-paid shipping label to the package (remove any old labels first).
Drop off the package at the designated carrier location (e.g., UPS, FedEx, local post office) within 5 business days of receiving the label—delays may affect your refund eligibility.
Keep the shipping receipt with the tracking number for your records (you can use this to monitor when we receive your return).

Step 4: Item Inspection & Refund Approval

Once we receive your returned item (typically 3–5 business days after you ship it, depending on your location), our quality team will inspect it to confirm it meets the eligibility criteria.

Approved Refunds: If the item passes inspection, we’ll send you a “Refund Approved” email and begin processing your refund immediately.
Denied Refunds: If the item fails inspection (e.g., it’s worn, missing tags, or damaged), we’ll email you with photos of the issue and return the item to you at no cost—no refund will be issued.

3. Refund Processing Details

We aim to process refunds as quickly as possible, but timelines may vary slightly based on your payment method. Here’s what you need to know:

3.1 Refund Timeline

Processing Start: Refund processing begins the same day we approve your refund (after the item inspection).
Funds Availability: Refunds are credited to the original payment method used at checkout (e.g., credit card, PayPal, Apple Pay) and take 5–10 business days to appear in your account.
Credit cards: Most issuers take 3–7 business days to reflect the refund on your statement.
PayPal: Refunds typically appear within 2–5 business days.
Gift cards: Refunds to Mocoer gift cards are processed instantly and can be used immediately for future purchases.

If you haven’t received your refund within 10 business days, contact your payment provider first (they may have a processing delay). If the issue persists, email us at [email protected] with your order number and refund reference (from our “Refund Approved” email).

3.2 Refund Currency & Amount

Currency: All refunds are issued in United States Dollars (USD)—matching the currency used for your purchase. This avoids currency conversion fees or discrepancies for international customers.
Amount: You’ll receive a full refund of the item’s purchase price (excluding any discounts or gift cards used, which are credited separately). Note that:
We do not charge restocking fees for eligible returns—you get back every dollar you paid for the item.
If you used a discount code (e.g., “SUMMER20”) or gift card, the refund will be split proportionally: the discount/gift card amount is credited back to the original source (e.g., the gift card), and the remaining balance goes to your payment method.

4. Refunds for Defective or Damaged Items

We take pride in the quality of our clothing, bags, and jewelry—but if you receive an item that’s defective (e.g., a dress with a broken seam, a bag with a faulty zipper, a necklace with a loose stone) or damaged during shipping (e.g., a crushed jewelry box, a torn garment bag), we’ll make it right. Here’s how:

4.1 Eligibility & Process

Defective Items: You can request a refund for defective items within 60 days of delivery (or within the product’s warranty period, if longer—see our Warranty Policy for details). No need to worry about the “unused” rule—we understand defects may only become apparent after first use (e.g., a bag strap breaking on the first wear).
Damaged During Shipping: If the item is damaged when it arrives, contact us within 48 hours of delivery with photos of the damaged packaging and item—we’ll skip the return process for minor damage and issue a refund or send a replacement immediately.

4.2 Resolution Options

For defective or damaged items, you can choose one of the following:

Full Refund: We’ll process a refund to your original payment method (following the timeline in Section 3.1).
Replacement: If the item is in stock, we’ll send a new one to you for free (no need to return the defective item—we may ask you to discard it or keep it for reference).
Store Credit: If you prefer, we can issue a store credit (in USD) for the item’s value, plus a 10% bonus to use on your next purchase.

5. Refunds for Canceled Orders

If you need to cancel an order before it ships, here’s how refunds apply:

Orders Not Yet Shipped: If you cancel within 12 hours of placing the order (and before it enters the fulfillment process), we’ll issue a full refund within 5–10 business days. To cancel, email [email protected] with your order number and “ORDER CANCELLATION” in the subject line.
Orders Already Shipped: Once an order has shipped, you cannot cancel it—you’ll need to follow the return and refund process outlined in Section 2 once you receive the item.

6. Frequently Asked Questions (FAQs)

Q: Can I return an item if I removed the tags but didn’t wear it?

A: Unfortunately, no—tags are required for returns, as they confirm the item is unused. If tags are removed, the item will not pass inspection.

Q: What if I received the wrong item (e.g., a blue dress instead of a black one)?

A: This is our mistake! Email us at [email protected] within 48 hours of delivery with photos of the item and your order confirmation. We’ll send a pre-paid label for the wrong item and ship the correct one to you for free—no need to wait for a refund.

Q: Do I have to pay for return shipping?

A: No—we provide pre-paid return labels for all eligible refunds, so you won’t pay any shipping costs.

7. Contact Us

If you have questions about refunds, need help with a return, or want to follow up on a refund status, reach out to our customer service team:

Email: [email protected]

Website: Mocoer.com

We’re committed to resolving your refund inquiries promptly—because your satisfaction is as important to us as the quality of our clothing, bags, and jewelry.