Refund policy
Do we accept returns? Yes. MOKURRA accepts returns within 14 days of you receiving your order. This policy explains who is eligible, how to start a return, who pays for return shipping, and how and when you will be refunded. This policy applies to the entire MOKURRA catalogue.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order and return your items within 14 days starting from the day you (or someone you nominate) receive the goods. You do not need to give a reason to cancel within this period.
Return eligibility
To be eligible for a return, items should be:
- Unused and in the same condition in which you received them;
- In their original packaging, with any accessories, fittings and instructions included;
- Returned within the 14-day window described above.
You may inspect and test an item as you would in a shop. If the value of the goods is reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning, we may make a proportionate deduction from your refund, as permitted by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Items we cannot accept
For practical and hygiene reasons, we may be unable to accept returns of items that have been fully assembled, installed or used beyond what is necessary to inspect them, unless the item is faulty. Faulty, damaged, incorrect or undelivered items are always covered, as set out below, regardless of this section and regardless of the general 14-day window.
How to start a return
Please contact us before sending anything back. You can start a return in either of the following two ways. Please include your order number, the item(s) concerned and the reason for the return:
- By email: write to contact@mokurra.com with the subject "Return – [your order number]".
- By telephone: call us on +44 1202 080175 during our customer service hours (Monday to Friday, 10:00 to 18:00 (GMT/BST). Closed on Saturdays, Sundays and public holidays.).
Once we receive your request, we will confirm whether your return is approved and, if so, email you the return address and full return instructions. Please do not send any item back before your return has been approved, as returns sent to an unapproved address cannot be processed.
Return shipping
Unless the item is faulty, damaged, incorrect or never arrived, return shipping is at the customer's cost. We recommend using a tracked service, as we cannot be responsible for returns lost in transit. No storage or restocking fee applies. The return address will be provided by email once your return has been approved.
Specific situations
Your order never arrived. If your order has not arrived within the total estimated delivery time of 7 to 14 business days (Monday to Friday), contact us at contact@mokurra.com. We will investigate with UPS and arrange a replacement or a full refund, including any shipping you paid. You will not be left out of pocket.
Your order arrived damaged. If your item arrives damaged, contact us within 48 hours of delivery with your order number and photographs. We will arrange a free replacement or a full refund. You will not be charged for return shipping in this case.
You received the wrong item. If you receive an item different from the one you ordered, contact us and we will arrange for the correct item to be sent and the wrong item collected or returned at our cost. There is no charge to you.
Your item is faulty or develops a fault. Faulty items are covered by your statutory rights under the Consumer Rights Act 2015. Contact us and we will arrange a repair, replacement or refund as appropriate, at no cost to you.
How and when you are refunded
Refunds are issued to your original payment method. Once we receive your returned item and inspect it, we will process your refund within 7 to 10 business days. The time it then takes to appear on your statement depends on your bank or payment provider.
Where you are entitled to a refund of the original delivery (for example a faulty, damaged, incorrect or undelivered order), this will be included. As our standard shipping is free, no delivery charge will normally apply.
Your statutory rights
This Refund Policy is in addition to, and does not affect, your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Contact us
If you have any questions about this policy, please contact MOKURRA using the details below. We aim to reply to all enquiries within 24 working hours.
- Trading name: MOKURRA
- Registered business: Silavann-john LIM (SNL.CF)
- Email: contact@mokurra.com
- Telephone: +44 1202 080175
- Customer service hours: Monday to Friday, 10:00 to 18:00 (GMT/BST). Closed on Saturdays, Sundays and public holidays.
- Registered office: 10 RUE DE LA PAIX, 75002 PARIS, FRANCE
If we cannot resolve a complaint about a return or refund, you can seek free, independent advice from the Citizens Advice consumer service.