Right of Withdrawal & Returns Policy
Right of Withdrawal & Returns Policy
At MOCGI, we want every customer to be satisfied. If you are not completely happy with your purchase, please contact us first, and we will review the situation and try to find a solution with you.
Returns
To request a return, please contact our customer service first at:
mocgistudio@gmail.com
Please provide your order number, the reason for the return, and relevant photos if applicable. Please do not send items back without our confirmation.
Return Address:
Hongchang Plaza, Luohu District, Shenzhen, Guangdong, China, 518000
Please note: returned items will be sent to our warehouse in China. As this is an international return, shipping costs may be significantly higher than domestic returns. These costs are generally borne by the customer.
Return Conditions
We may assist with a return or refund in the following situations:
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The item has a quality issue or clear defect;
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You received the wrong item;
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Other reasonable reasons confirmed with us after communication.
The following situations may not be eligible for return or refund:
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The item has been used, damaged, washed, altered, or is missing accessories;
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The item is missing its original packaging or tags;
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The item is reported to us after a reasonable period following delivery;
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The item was sent back without our confirmation;
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Returns due to personal preference, sizing, or color differences are subject to discussion with us.
Refunds
Once the returned item is received and inspected, if it qualifies for a refund, we will issue the refund via the original payment method.
We do not charge additional handling fees. Refunds are generally processed within a reasonable time after we receive the returned item; the exact timing may vary depending on your bank or payment provider.
Shipping costs are generally non-refundable. If a refund is issued, return shipping costs are usually deducted from the refund amount.
Specific Situations
Exchanges
We do not accept direct exchanges. The easiest way is to return the item for a refund and place a new order.
If You Are Not Satisfied
Please contact us first and explain the reason. We will review the situation and discuss a solution with you.
Defective Items
If you receive a defective item, please contact us immediately, and we will arrange a return, refund, or replacement.
Damaged Items
Please report damaged items to our customer service immediately and provide photos so we can follow up.
Wrong Item Received
If you receive the wrong item, please contact us as soon as possible, and we will help correct it.
Item Not Received
If your order does not arrive within the estimated delivery time, please contact our customer service.
Order Cancellation
You may contact customer service within 24 hours of placing your order to cancel it. If the order has already been shipped, it will be handled according to our return process.
Return Shipping Costs
Customers are responsible for return shipping costs. Shipping costs are non-refundable. If a refund is issued, return shipping costs are usually deducted from the refund amount.
Company Information
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Brand Name: MOCGI
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Email: mocgistudio@gmail.com
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Customer Service Hours: Monday to Sunday: 9:00 AM – 5:00 PM
We aim to reply within one business day.