moco Brand Official After-Sales Service Policy

I. Brand After-Sales Commitment

moco takes full responsibility for the exquisite craftsmanship and premium quality of every piece of jewelry. We are dedicated to creating finely crafted, durable high-end jewelry and providing a comprehensive after-sales system to bring you a worry-free and comfortable shopping experience.

If you have any questions regarding the return application process, please feel free to contact us anytime via our official email or WhatsApp.

II. 30-Day No-Reason Return Policy

2.1 Application Timeframe & Submission Method

Return requests must be submitted within 30 natural days after the parcel is delivered. To initiate a return, please contact our customer service via email or WhatsApp and attach the order receipt or valid proof of purchase.

2.2 Return Address & Receiving Standards

You must request the official return address from our customer service via email. Parcels returned directly without prior official authorization will not be processed or accepted.

2.3 Return Shipping & Restocking Fees Borne by Buyer

For returns arising from personal preference, the return shipping costs must be borne by the buyer, and the buyer is responsible for arranging the logistics. We will deduct a 30% restocking and handling fee based on the original order amount, and the remaining balance will be your final refund.

2.4 Eligible Return Condition

Returned items must remain in brand-new, original condition: unworn, unused, scratch-free, unaltered, and with no artificial damage. The original factory packaging, protective films, tags, and a full set of matching accessories must be intact and returned completely.

2.5 Non-Returnable / Non-Exchangeable Items

Customized and personalized jewelry (exclusive bespoke designs, custom sizes, engraved items, etc.), care accessories, clearance/discount items, and gift cards are final sale and cannot be returned or exchanged. Returns due to the buyer selecting the wrong size or style are also non-refundable.

If you are unsure whether your item qualifies for a return, please email customer service in advance.

2.6 Mandatory Proof for Damaged / Defective Returns

III. Exchange Policy

To ensure you receive your desired new item as quickly as possible, moco adopts a "Return First, Reorder Later" exchange process:

Please submit a return application for your current item following all the return rules above. Once the return is approved, you can place a new order directly on our official website for your preferred style.

IV. Refund Process & Timeframe

After we receive and inspect the returned parcel, we will immediately send you an email notifying you of the return review results.

Upon approval, the remaining amount (after deducting relevant fees) will be refunded to your original payment account within 10 business days.

Please note that banks and credit card institutions require additional time to process funds.

If you still have not received your refund 15 business days after approval, please contact us via email or WhatsApp to follow up.

V. Defective / Incorrect Item Compensation Policy

Inspection Reminder

Please fully inspect your goods immediately upon signing for the parcel. If you receive an item with manufacturing defects, transit damage, or an incorrect style, please contact us within 7 natural days of delivery.

Fast Compensation Process

Send clear close-up photos of the defect and a complete unboxing video to our customer service email. Once we verify that it is indeed a quality issue or transit damage, we will send you a brand-new replacement for free. The shipping fee for sending the replacement item will be borne by the buyer, and you do not need to return the defective item.

VI. Order Cancellation Rules (Important)

VII. Lost / Abnormal Shipments

If the tracking information shows "Delivered" but you have not received the parcel, or if it is confirmed lost in transit:

Please initiate an official inquiry with your local post office or logistics carrier first, and simultaneously notify us via email. We will provide a full set of logistics documents to assist you in holding the carrier accountable.

Once the local logistics carrier issues an official lost parcel certificate, you may choose between a free reshipment or a full refund.

VIII. Lifetime Craftsmanship Warranty Service

All jewelry under the moco brand enjoys a lifetime craftsmanship warranty.

Provided the jewelry is properly cared for under normal conditions, we offer free repair or replacement services for non-artificial manufacturing defects, such as loose gemstones or cracked metal mountings caused by factory craftsmanship issues.

The warranty does not cover everyday wear and tear, accidental artificial damage, unauthorized alterations, or damage caused by improper wear.