EFFECTIVE DATE: 16.08.2023
1. Policy Overview:
This exchange policy outlines the terms and conditions under which customers can request an exchange for products purchased from MOKVOK Sp. z o.o., in accordance with European consumer protection laws.
2. Eligibility for Exchange:
Customers may request an exchange for a product within 14 days from the date of purchase, provided that the product meets the following criteria:
The product is in its original, unused, and undamaged condition.
All original tags, labels, packaging, and accessories are intact and included.
The product is not a personalized, custom-made, or specially ordered item.
3. Reasons for Exchange:
Exchanges will be accepted for the following reasons:
Defective or damaged product received upon delivery.
Size or fit issues (if applicable), subject to availability of the requested size.
Incorrect product delivered as per the order.
Change of mind, within the defined return period.
4. Exclusions:
The following scenarios are not eligible for exchange:
Products that have been used, altered, or damaged by the customer.
Products without original tags, labels, packaging, or accessories.
Personalized, custom-made, or specially ordered products.
Normal wear and tear, misuse, or neglect.
5. Process for Requesting an Exchange:
Customers who wish to request an exchange must follow these steps:
Contact our Customer Service team within 14 days of receiving the product.
Provide order details, including order number, product name, and reason for exchange.
Await instructions from Customer Service for further processing.
6. Exchange Process:
Upon receiving a valid exchange request, the following steps will be taken:
Customer Service will review the request and verify eligibility.
If eligible, the customer will be provided with a Return Authorization (RA) number and return instructions.
The customer is responsible for returning the product to within 14 days of receiving the RA number.
Upon receiving the returned product, our team will inspect it to ensure it meets exchange eligibility criteria.
If the product passes inspection, a replacement product will be shipped to the customer. If the requested size is unavailable, an alternative solution will be discussed with the customer.
7. Shipping Costs:
If the exchange is due to a defective, damaged, or incorrect product received, MOKVOK Sp. z o.o.will cover the return shipping costs and the shipping costs for the replacement product.
If the exchange is due to size or fit issues or change of mind, the customer is responsible for the return shipping costs, and will cover the shipping costs for the replacement product.
8. Timeline for Exchange:
The exchange process, from initial contact with Customer Service to receipt of the replacement product, may take up to 30 business days, depending on product availability and shipping times.
9. Final Provisions:
This exchange policy is subject to European consumer protection laws. MOKVOK Sp. z o.o. reserves the right to amend or modify this policy at any time. Customers are encouraged to review the policy periodically for any updates. This policy does not affect the customer’s statutory rights.
For inquiries or assistance related to exchanges, please contact our Customer Service team at info@mokvok.com.