Return and Refund Policy

 

We strive to provide our customers with a seamless shopping experience. If you are not 100% satisfied with your purchase from the MOKiN website, we offer a refund or return based on the following policy. Your satisfaction is our top priority!


Return Policy

 

Returns are accepted on unused and unopened items within 30 days of purchase, except for "as-is" items and replacement parts (see below). We recommend that you keep the original packaging during this period. Please contact us to request a return or obtain information regarding any other policies that may apply.

1. Initiate a Return Request

Please email us at support@mokintech.com to request a return and describe the problem in detail, including the reason for the return and your order number. For items that are defective, incorrect, or not as described, please send us a clear picture or video of the problem.

2. When will Mokinglobal pay for return shipping?

Wrong product (e.g., MOKiN Global sent you the wrong product, wrong color, or wrong size)

Defective/damaged products (e.g., scratches on the surface of the product)

Package lost

Sent to the wrong address

In this case, we will accept the return to our warehouse for a refund or exchange, and we will cover the return shipping and replacement costs. Once we receive the item, we will issue a full refund for the original product price, along with shipping charges, within 2-14 business days or send a replacement.

IMPORTANT: For items that arrive damaged or are defective, you must provide video or photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses or fails to send photos or video of a claimed malfunctioning or damaged item, the return will be treated as "buyer's remorse," and the customer will be solely responsible for return shipping. The customer may also be subject to a 15% restocking fee, as well as any shipping charges the seller has incurred. If a customer claims an item is defective or damaged, the customer must provide proof prior to return, with no exceptions. Use the Contact Us form to submit photos or a video for your return request.

3. When the customer pays for return shipping

 

  • Incorrect order (e.g., customer ordered the wrong item size or color).
  • Misinterpretation of product description (failure to fully read product details, description, or features).
  • The customer accidentally provided the wrong shipping address.
  • The customer accidentally ordered too many items.
  • We may also accept returns if the customer ordered the wrong size or color of the product, or if they do not like the item. In such cases, the customer must notify us within 30 days of receiving the product. The customer will be responsible for the shipping costs to and from our warehouse for exchanges. If the customer chooses to return the item for a refund, we will refund the original price of the product. Shipping charges paid will not be refunded.

4. Return Process

- To initiate a return, please contact our customer support team  （support@mokintech.com）and provide the necessary details as follows:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

- We will provide you with a return shipping address and instructions on how to return the item.
- The return shipping costs will be the responsibility of the customer unless the return is due to our error or a defective item.

  • Please choose your preferred logistics company and properly pack the product to reduce the risk of damage during transport. After shipping the product(s), please inform us by email.

For the return address, please contact our after-sales service team at  support@mokintech.com

 

Refund Policy

 

Once we have received the product and confirmed that there are no issues, we will notify you within two business days and let you know if your refund has been approved. If approved, the refund will be automatically processed via your original payment method. It may take some time for the bank or credit card company to complete the transaction. Your refund is usually available within 2-14 business days, depending on the bank or credit card company.

 

For some debit and credit cards, refunds cannot be processed to the original payment account. In such cases, we will ask the customer to provide us with a PayPal account in their name in order to complete the refund. Thank you for your understanding!

1. Inspection and Approval:

- Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned above.
- If the item is deemed eligible for a refund or exchange, we will process the request accordingly.
- If the item does not meet the eligibility criteria, we reserve the right to refuse the refund or return.

2. Refund Process:

- Once your refund request is received and approved, we will process refunds within 3 business days after receiving the returned item(s).

- Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc).

- For returned items, a full refund will be issued for defective products. For non-defective items, the refund excludes all shipping and handling fees, including return shipping costs.
- Please note that refunds may not appear on your credit card statement until the following billing cycle.

Company Information:

Contact Phone: +17253264336

Company Name: C-Smartlink Information Technology Co., Ltd.

Company Address: No. 101, Workshop 1, 91 Hengping Highway, Bao'an Community, Yuanshan Subdistrict, Longgang District, Shenzhen