Returns Policy

At MOKA PANOKA, we take pride in the craftsmanship of our handmade products, and we want you to love them as much as we do! However, we understand that sometimes things might not go as planned. Here's the lowdown on our returns policy to make the process as smooth as possible:

Quality Check and Additional Images:

Before making a purchase, please note that our handmade items may come with unique imperfections. If you'd like to see more images of a product to ensure it meets your expectations, feel free to request them via email at hello@mokapanoka.co.uk.

Returns and Refunds:

If you find yourself unsatisfied with your product or if it arrives damaged, worry not. You have 14 working days from the day you received your order to initiate a return for a full refund. Here's what you need to do:

• Reach out to us at hello@mokapanoka.co.uk.

• Provide the following information to help us locate your order:

• Order number

• Order date

• Name of customer

• Customer's address

• Proof of damage in the form of a picture or video (if applicable)
  

Please keep in mind that if you're returning an item for reasons other than damage (e.g. if you're returning an item due to a change of heart), you're fully responsible for covering return postage costs as we're unable to cover these for you at this point.

Lost Returns and Product Condition:

Using a tracked service is crucial. If your return gets lost in transit and you haven't used a tracked service, we reserve the right to withhold the refund. Additionally, if the returned product arrives in poor condition, the refund amount may be reduced. So, package your items with care and opt for a delivery service that insures the value of the goods being returned. We recommend using a tracked service like Royal Mail Tracked 48 and ensure that you retain proof of postage until your return reaches us.

Exclusions:

Please note that we're unable to refund return postage costs for items returned for reasons other than being faulty, damaged, or unusable. Due to the unique nature of our products, we also don't offer exchanges.

Late or Lost Packages:

While we strive to ensure your order arrives promptly and in excellent condition, sometimes delays or issues with delivery carriers happen. If your package hasn't made it to your doorstep within 10 working days, get in touch with us at hello@mokapanoka.co.uk, and we'll investigate the matter and issue a full refund if necessary.

Late or Missing Refunds:

In the rare event that you believe you haven't received your refund within the 14 working day period, please first check with your bank. If your bank can't assist you, don't hesitate to contact us at hello@mokapanoka.co.uk, and we'll conduct a thorough investigation to resolve the issue. Your satisfaction is our priority.