refund policy

If the product presents any fault, damage or is not as described and you wish to return an item, please contact us via email moccastorecontac@gmail.com, indicating the order number and the reason for your return. return. Keep in mind that you have a period of 15 days from the receipt of your order to make the return, after this time, your product will not be accepted for return. If you decide to return an order, you will bear the shipping costs.

IMPORTANT:

  • Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals, and documentation.
  • Returned items must be unused, in the same condition that we delivered it to you and/or in its original packaging.
  • Smudges, folded cards, broken seals or torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it.
  • Products that have been personalized cannot be refunded or exchanged. Approved products will be exchanged for others if required.
  • The customer can change the product for another model, size or color if required, we reserve the right to return the money.
  • If the product is defective, incomplete or not as described, the product will be exchanged or a full refund will be made.
  • Non-returnable items include items purchased through retailers, incorrect products, and products damaged due to customer mishandling. MOCCA BEACH STORE reserves the right to deny any return.

WHAT DO I DO IF THE PRODUCT I RECEIVED IS DAMAGED OR WRONG?

Please contact our customer service team at moccastorecontac@gmail.com to start the return process. Please include the following information:

  • ● Order Number
  • ● Proof of Purchase
  • ● Video or photo of the product to be returned (if applicable)
  • ● Full shipping address
  • ● Phone number

In some cases, you may be required to include a video or photo of the defective product as proof in order to refund or replace the product.

HOW LONG DOES THIS PROCESS TAKE?

Returns may take up to 14 business days to process from the day we receive your product. We will send you an email to confirm once your return has been processed. For non-defective returned items, the exchange of the product will be credited if required or the partial refund according to the characteristics of the return. For items, the refund excludes all shipping and handling charges.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Contact the card-issuing bank if you have any questions about when the credit will be posted to your account.

If you still haven't received a credit for your return, here's what to do: Contact your bank or credit card company. It may take some time before the refund is credited to your account.

HOW CAN I CHANGE OR CANCEL AN ORDER?

We allow you to modify the data of an order or cancel it within 12 hours of purchase To do this, send an email to our address moccastorecontac@gmail.com indicating your order number and your purpose, our service will be happy to help you.

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