Refund policy

This policy applies to all orders placed on mokurra.com, operated by Silavann-john LIM (SNL.CF), trading as MOKURRA. It sits alongside — and never replaces — your legal rights.

Your 30-day return window

You have 30 days from the day you receive your order to request a return — more than the legal minimum. This applies to items across our catalogue, subject to the exceptions below, and is stated on every product page.

Change of mind Within 30 days of receiving your order, you may return it for any reason and receive a full refund of the item price, with no restocking fee. You arrange and pay for return postage. Your statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013 sits within this window and is unaffected.

Faulty, damaged, wrong or lost items — always fully covered These are never at your cost and are handled separately (see "Specific situations" below).

Condition of returned items

  • Items must be returned unused and in their original condition, with all fittings, components and complete original packaging.
  • It is your responsibility to package the item well enough to avoid damage in return transit. We recommend photographing the item and its packaging before you hand it to the carrier.
  • Items returned without original packaging, or not in original condition, may incur a handling deduction from your refund.
  • Clearance or final-sale items are not eligible for return or refund, except where they are faulty or not as described (your statutory rights are unaffected).
  • Made-to-order or custom-built items may be excluded from change-of-mind returns where stated on the product page.

We will not refund a product where, in our reasonable opinion, it has become of unacceptable quality through fair wear and tear, been misused or used abnormally, or been damaged by a failure to take reasonable care. This does not affect your statutory rights.

Specific situations — always covered

Your order never arrived If tracking shows your order was not delivered within the total estimated delivery window, contact us. We will investigate with UPS and, if the parcel is confirmed lost, send a replacement or issue a full refund including any delivery cost.

Your order arrived damaged or faulty Email contact@mokurra.com within 30 days of receiving your order with your order number and a photograph. We will arrange a replacement or a full refund at no cost to you, including return shipping for the affected item.

You received the wrong item Contact us with your order number and a photo. We will send the correct item or issue a full refund, and we cover the cost of returning the incorrect item.

How to start a return

Do not send anything back before your return is authorised.

  1. By email: contact@mokurra.com, stating your order number, the item(s) and the reason.
  2. By phone: +44 1202 080175, Monday to Friday, 10:00–18:00 (GMT, London).

Once approved, we will confirm the return address to use and the information to include with your parcel.

Condition assessment and lawful deduction

You may handle goods as you would in a shop to check they are as expected. Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, we may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and function of the goods. This is a lawful depreciation deduction, not a fee.

Refund method and timing
Refund method The original payment method used for the order
When we refund Within 7–10 business days after we receive and inspect the returned item
Return shipping refunded? Yes for faulty, damaged, wrong or lost items; not for change-of-mind returns

We email you once your refund is processed. The time for funds to appear on your statement depends on your bank or payment provider.

Manufacturing defects

Beyond returns, our products carry a 1-year limited warranty against manufacturing defects. The full terms are set out in the Warranty clause of our Terms of Service.

Your statutory rights

Goods must be of satisfactory quality, fit for purpose and as described under the Consumer Rights Act 2015, and you have a 14-day cancellation right under the Consumer Contracts Regulations 2013. Nothing in this policy affects those rights. If you are unhappy with how we handle a return, contact us at contact@mokurra.com, or seek free independent advice from Citizens Advice: https://www.citizensadvice.org.uk/.

This Returns & Refund Policy is linked in the footer of every page, on every product page, and throughout checkout.