Cancellation Policy

Last updated: 14.10.2025

At Moklax, we understand that sometimes you may need to cancel an order.
This policy explains how and when you can cancel an order, what fees may apply, and how the refund process works.

1. Timeframe for Cancellations

✅ You may request to cancel your order within 12 hours of placing it.
✅ After 12 hours, your order may already be processed or shipped, and cancellation may no longer be possible.
✅ If your order has already been shipped, you can still return it in accordance with our Return and Refund Policy.

2. Cancellation Fee

✅ A €15 / $15 cancellation fee applies to each approved cancellation request.
This fee covers non-refundable transaction and processing costs charged by payment providers and banks.

The fee will be deducted from your total refund amount.
If your order has not yet been charged (e.g., pending payment), the cancellation fee will not apply.

3. How to Request a Cancellation

To cancel an order, please contact our customer support team at:
📧 contact@moklax.com

Please include the following details:
✅ Full name
✅ Order number
✅ Email address used for the purchase
✅ Reason for cancellation (optional)

Our team will confirm if your order is still eligible for cancellation (within the 12-hour window) and whether the cancellation fee applies.

4. After the 12-Hour Period

If more than 12 hours have passed since placing your order:
✅ Your order may already be prepared or shipped.
✅ Cancellations are no longer guaranteed.
✅ You can still return the product after receiving it, following our Return and Refund Policy.

In such cases, return shipping costs are covered by the customer, unless the item received is incorrect or defective.

5. Processing and Refunds

✅ Approved cancellations are processed within 1–2 business days.
✅ Refunds (minus the cancellation fee, if applicable) are issued to your original payment method within 5–10 business days.
✅ Depending on your bank or payment provider, it may take additional time for funds to appear in your account.

6. Non-Cancellable Orders

Please note that cancellations are not possible for:
✅ Custom-made or personalized items (production begins immediately after order confirmation)
✅ Digital or downloadable products (once the file or link has been sent)
✅ Orders that have already been shipped or delivered

7. Contact Information

For all cancellation requests or related inquiries, please contact us:
📧 contact@moklax.com
📍 Return Address: Placa l’estacion 3, 1-1, Torelló, Barcelona

8. Summary of Key Terms

✅ Orders can be cancelled within 12 hours of purchase.
✅ A €15 / $15 cancellation fee applies to each approved cancellation to cover transaction costs.
✅ Once shipped, orders cannot be cancelled but may be returned under our Return Policy.
✅ Refunds are issued within 5–10 business days after approval.
✅ Moklax covers shipping costs only for incorrect or defective items.
✅ Customers cover costs for voluntary cancellations or changes of mind.