Return Policy
We always want you to love your new purchase. If you are unhappy or unsatisfied with your purchase, we have a return policy in place. We will provide a full refund for all full-priced items that adhere to the below conditions.
Return within 7 days (Australia) or 15 days (Internationally)
If you would like to return an item purchased online from www.mokuconceptstore.com you may do so within 7 days (Australia) or 15 days (International) from the date of delivery.
To return an item, contact hello@mokuconceptstore.com within 7 days (Australia) or 15 days (International) of receiving your purchase. Once contact has been made, you will be provided with a return code and shipping address.
All items returned must be in the original and unused condition, and returned with their original packaging, including any boxes, swing tags and all corresponding accessories. Items must not have been washed, altered, or show any signs of wear, such as perfume, body odour, or any other noticeable smells. Proof of purchase must be provided and delivery dates will be checked to ensure the item was delivered within the last 7 days (Australia) or 15 days (International). It is essential that if you would like to return your purchase that contact is made with customer service team by emailing hello@mokuconceptstore.com within or prior to the end of the 7 or 15 day period.
Returning an item is at the customer's risk and cost and item/s lost in transit will not be compensated for. We reserve the right to reject any items that do not comply with the above conditions and will return the item to the customer. We reserve the right to deduct fees from the total refund amount should the item return in an unsaleable condition. If items that are not eligible for a return or exchange are sent to us, a refund or exchange will not be granted and will be subject to a return fee for item/s to be shipped back to the customer. Return fee cost varies by shipping rates.
All postages for the returned item shall be borne by you. It is essential that all return parcels to be sent using a delivery method that allows tracking as we do not accept responsibility for any lost returns. For international purchases, we will not refund any costs associated with Customs or Duties. Returns will be processed within 5-7 business days after they arrive back at our address. Refunds will be issued to your original payment method, minus any shipping costs we have incurred.
All sale items and accessories, we regret that they are not eligible for refund or exchange. If a full priced item has a promotion code applied to it, this does not qualify it as a sale item unless specified by the terms of the promotion.
Kindly take note that we do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Moku account.
Product Descriptions and Defects
We try to be accurate as reasonably possible in our descriptions of products available for purchase through this Site. However, the items or products may vary slightly from the photographs displayed on this Site. The images of the items or products on our Site are for illustrative purposes only. Colours may appear slightly different in reality due to studio lighting conditions, or variances in computer screen calibration. We do however strive to ensure that screen colours are true to life, as much as possible. We do not warrant that product descriptions or other content on the Site are accurate, complete, reliable, current, or error-free.
Minor variations in measurement (within 1 to 3cm) are not considered a defect. If you believe you have received a defective item, please do not hesitate to contact us at hello@mokuconceptstore.com with your order number, and a photograph of the defect. We will be in touch with you as soon as possible to solve the problem for you.
Postage will be reimbursed for all items acknowledged to be defective. All items mailed back to us must not be worn, damaged, washed or altered in any way and must be in the original condition when you received it. If the replacement piece is no longer in stock, a refund will be issued to you. Please note that we record videos of all orders during the packing process - do not deliberately damage or destroy the item received.
Incorrect Items
If you believe that you have received a wrong item, please do not hesitate to contact us at hello@mokuconceptstore.com with your order number, and a photograph of the item. We may ask you to proceed with sending your item back to us, for which your postage will be reimbursed. All items mailed back to us must not be worn, damaged, washed or altered in any way and must be in the original condition when you received it. If the replacement piece is no longer in stock, a refund will be issued to you.