Return and Exchange Policy

Our return policy is valid for 15 days. If more than 15 days have passed since your purchase, unfortunately we cannot provide you with a refund or exchange.

Steps:

1. Contact us at mocobearofficial@gmail.com to explain the product and the reason for the refund, and provide proof. You will receive a response soon.

2. Restore the product to its original packaging and pack it in a courier box. Note: The product must be unused. If there are signs of use or damage, it will not be returned.

3. Send the product back to the location indicated in the email. (If it is not a quality problem of the product itself, you need to pay for the courier fee at your own expense)

4. We will inspect the product after receiving it. After testing the product, we will refund the original payment within 1-3 working days.

Damage and Problems
Please check the outer packaging and the product in detail after receiving it. If the product is defective or damaged, or you received the wrong product, please contact us immediately so that we can evaluate the problem and correct it.

Exceptions/Non-Returnable Items
Some types of items cannot be returned, such as customized products (e.g. special orders or personalized items) perishable items (e.g. food, flowers or plants). We also do not accept returns on hazardous materials, flammable liquids or gases. If you have questions or concerns about a specific item, please contact us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Cancellations

1. Cancellation before shipment:
Please note: If you want to cancel your order for personal reasons after placing an order, a 5% transaction fee will be charged. The remaining 95% will be refunded to your account within 3-7 days.

2. Cancellation after shipment:
Unfortunately, due to international logistics restrictions, we are unable to cancel orders that have already been shipped.

For cancellation requests, please contact us via email rather than social private chat. Thank you for your understanding.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, please purchase a new item separately.

EU 14-Day Cooling-Off Period
Notwithstanding the above, if the goods are being shipped to the EU, you have the right to cancel or return your order for any reason within 14 days without giving any reason. As mentioned above, your goods must be in the same condition as when you received them, unworn or unused, with tags attached, and in the original packaging. You will also need a receipt or proof of purchase.

Refunds

If the outer packaging of the product you received is damaged and the product you purchased does not work properly, please contact us in time and we will contact the shipping company and refund or resend it according to your requirements.
If the packaging of the product you received is not obviously damaged and the product has serious quality problems that cause you to want to return it, we will bear the return shipping costs for you.
If you are not satisfied with the product you received, there is no problem with the product, but you want to return it, under normal circumstances, the return shipping costs need to be paid by the customer.