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Last updated: 14.10.2025
This Return and Refund Policy applies to all purchases made through Moklax.
It is established in accordance with EU Directive 2011/83/EU on Consumer Rights, as well as applicable national laws governing distance and online sales.
You have 30 calendar days from the date you receive your item to request a return.
If more than 30 days have passed since your delivery date, unfortunately we cannot offer you a refund or exchange unless required by law.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with original tags attached, and in its original packaging. You must also provide a receipt or proof of purchase.
To initiate a return, please contact our customer service team at contact@moklax.com.
Once your return request is reviewed, you will receive detailed instructions and, if applicable, a return shipping label.
All returns must be sent to the following address:
Placa l’estacion 3, 1-1, Torelló, Barcelona
Items sent back to us without prior return authorization will not be accepted.
At Moklax, we believe in transparency. Return shipping costs depend on the reason for the return:
Moklax will cover all return shipping expenses in the following situations:
✅ The product you received does not match the description or photos displayed on our online store.
✅ You received a different item than what you ordered (wrong size, color, or product).
✅ The item arrived damaged, defective, or faulty due to manufacturing or transport issues.
✅ The product is incomplete or missing essential parts.
✅ The return is approved as part of a legal warranty claim.
In these cases, Moklax will provide you with a prepaid return shipping label, and you will not incur any additional cost.
In all other cases, the cost of return shipping is the customer’s responsibility.
This includes, but is not limited to, the following reasons:
✅ You changed your mind after purchase.
✅ You ordered the wrong size, color, or model.
✅ The product matches the description and is functional, but you simply don’t want it anymore.
✅ You purchased multiple items to choose from and wish to return some of them.
✅ You did not read or notice certain details on the product page prior to ordering.
If you are returning an item at your own expense, you may use any courier of your choice.
However, we strongly recommend using a tracked and insured shipping service to ensure safe delivery. Moklax is not responsible for packages lost or damaged in transit for customer-paid returns.
Please inspect your order immediately upon delivery.
If the item is defective, damaged, or incorrect, contact us as soon as possible at contact@moklax.com with clear photos of the issue.
We will evaluate your claim and, if validated, provide a replacement, repair, or full refund, including all related shipping costs.
Certain types of items are non-returnable for health, safety, or customization reasons. These include:
✅ Perishable goods (e.g., food, flowers, or plants)
✅ Custom-made or personalized products (including engravings, prints, or made-to-order items)
✅ Personal care and hygiene products (e.g., cosmetics, beauty tools, undergarments)
✅ Hazardous materials or flammable substances (e.g., perfumes, sprays, cleaning chemicals)
✅ Downloadable digital products, software, or e-gift cards
We also cannot accept returns on sale or clearance items unless they are defective or incorrect.
If you’re unsure whether your product is eligible for return, please contact us before sending it back.
If you wish to exchange an item, the quickest way is to return your original item first.
Once your return is accepted and processed, you can place a new order for the desired product.
Exchange requests are processed subject to product availability.
If your order is shipped within the European Union, you have the right to cancel or return your order within 30 days without providing a reason.
This “cooling-off” period begins on the day you receive your product.
During this period, you may return any unused, unworn item in its original packaging with proof of purchase.
Unless the return is due to a product defect or error on our part, the cost of return shipping will be borne by the customer.
Returned items must meet the following conditions:
✅ Unused, unworn, and in resellable condition.
✅ Containing all original packaging, labels, and protective covers.
✅ Free from any odors, stains, or modifications.
If an item is returned used, damaged, or missing components, Moklax reserves the right to refuse the return or deduct a reasonable amount from the refund to cover value loss.
Once your return is received and inspected, you will receive an email notification confirming whether your refund has been approved or rejected.
If approved, your refund will be processed within 10 business days to your original payment method.
Please note that your bank or credit card company may take additional time to post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at contact@moklax.com.
If you refuse to accept delivery without a valid reason or fail to collect your parcel from the carrier, Moklax reserves the right to deduct the cost of outward and return shipping from your refund.
For customer-paid returns, the buyer is responsible for ensuring the package reaches Moklax safely.
We recommend using a tracked courier service.
Moklax is not liable for lost or untraceable return parcels that lack proof of shipment.
Return requests are reviewed within 2–3 business days after contact.
Refunds are processed within 10 business days after approval.
For any questions or concerns regarding returns, refunds, or exchanges, please contact us:
📧 Email: contact@moklax.com
📍 Return Address: Placa l’estacion 3, 1-1, Torelló, Barcelona
✅ Return period: 30 days from receipt
✅ Refund method: Original payment method
✅ Return shipping cost:
✅ Paid by Moklax — if product is incorrect, damaged, defective, or not as described
✅ Paid by customer — in all other cases (e.g., personal choice)
✅ Processing time: Refund issued within 10 business days after approval
✅ EU compliance: In line with Directive 2011/83/EU