Return, Refund & Exchange Policy

Overview

At Moca Jewellery, we create made-to-order pieces with careful attention to detail. Due to the custom nature of our products, we maintain a strict no-refund policy. However, we offer limited exchange options under specific circumstances.

Exchange Eligibility

We will consider exchanges only in the following situations:

  • Items received damaged
  • Incorrect items received

To qualify for an exchange, you must:

  • Report issues within 7 days of receiving your order
  • Please keep the item in its original condition (unworn/unused)
  • Maintain all original packaging and tags
  • Provide proof of purchase

Damaged Items

If you receive damaged merchandise:

  1. Inspect your order immediately upon receipt
  2. Document the damage with photographs
  3. Contact us at hello@mocajewellery.com within 7 days
  4. We will evaluate the issue and arrange repairs or replacement at no cost

Shipping for Exchanges

  • The customer is responsible for return shipping costs
  • Return shipping fees are non-refundable
  • We cover shipping costs for sending replacement items
  • We strongly recommend using tracked shipping services
  • Moca Jewellery is not liable for items lost or damaged in transit

International Returns

  • Clearly mark packages as "Returned Goods"
  • This marking helps avoid additional customs fees
  • The customer remains responsible for any customs charges

Non-Returnable Items

Earrings

  • Cannot be returned or exchanged for hygiene reasons
  • No exceptions to this policy

Bespoke Items

Bespoke items are non-refundable and non-returnable. These include any piece that has been:

  • Customised from original design
  • Modified in ring size
  • Changed in stone selection
  • Altered in stone layout
  • Modified in finish
  • Changed in metal choice

Bespoke Order Cancellations

  • Deposits for bespoke orders are non-refundable
  • By making a purchase or paying a deposit, you agree to these terms
  • This policy applies to both online purchases and direct invoice payments

Contact Information

To initiate an exchange:

Additional Services

For non-warranty repairs or modifications:

  • Contact us via email with photos of the item
  • We will provide a cost estimate
  • Final costs confirmed after physical assessment
  • The customer is responsible for shipping costs

These policies ensure the highest quality standards for our customers while maintaining the integrity of our made-to-order business model.