Refund policy

Exchange/Refund Policy

Effective Date: May 26, 2023

Thank you for shopping at Mocha Makes Apparel & More. We appreciate your business and want to ensure your satisfaction with every purchase. To provide you with a smooth and hassle-free shopping experience, we have established the following exchange/refund policy.

1. Eligibility for Exchange/Refund:

• We accept exchanges/refunds for products that are unused, in their original condition, and accompanied by the original proof of purchase (receipt, invoice, or order confirmation).
• Customized, personalized, or made-to-order items are not eligible for exchange or refund unless they are defective or damaged.
• We reserve the right to refuse an exchange/refund if the product does not meet the above eligibility criteria or if it falls under any non-exchangeable category (as mentioned below).

        2. Non-Exchangeable/Refundable Items:

           The following items are not eligible for exchange/refund

• Gift cards or vouchers
  
• Clearance or final sale items
  
• Items that have been used, damaged, altered, or are missing original tags/packaging
  
• Items purchased from third-party sellers or external websites (not directly from our store

         3. Exchange/Refund Process:

• To initiate an exchange/refund, please contact our customer service within 30 days from the date of purchase.
  
• Provide the following information: - Order number - Description of the item you wish to exchange - Reason for exchange/refund 
  
• Our customer service representative will guide you through the exchange/refund process, provide you with a Return Merchandise Authorization (RMA) number, and provide instructions for returning the product.
  
• Please ensure that the product is securely packaged to prevent any damage during transit. We recommend using a trackable shipping method for your return.
  
• Once we receive the returned item and verify its eligibility for exchange/refund, we will process the exchange/refund within 5 business days.
  
• If the requested exchange item is unavailable, we will offer you a refund or store credit as an alternative.

        4. Exchange/Refund Exceptions:

• Defective or Damaged Products: If you receive a defective or damaged product, please contact our customer service immediately. We may request additional information or evidence, such as photographs, to assess the issue. Upon verification, we will provide a replacement or offer a refund.
• Shipping Costs: Unless the exchange/refund is due to our error or a defective product, customers are responsible for the shipping costs associated with returning the item for exchange/refund.
• Price Differences: In the case of exchanges involving products with different prices, we will either charge or refund the price difference accordingly.
• Final Decision: Our store reserves the right to make the final decision regarding the eligibility of a product for exchange/refund or any other related matters.

We hope this exchange policy provides clarity and transparency about our procedures. If you have any questions or concerns, please don't hesitate to contact our customer service at returns@mochamakes.com. We value your satisfaction and will do our best to resolve any issues promptly.