The Returns and Exchanges Policy
Returns & Refunds Policy
At Mocaco Phone Case, we want you to be satisfied with your purchase. If you experience any issues with your order, please contact us at:
Please contact us before returning any item. Returns sent without prior authorization may not be accepted.
Order Cancellation
Orders may be canceled within 24 hours of purchase.
If you would like to cancel your order, please contact us as soon as possible at support@mocacophonecase.com and include your order number.
If your cancellation request is approved, a full refund will be issued to your original payment method.
Once an order has entered production, been processed for shipment, or shipped, cancellation may no longer be possible.
30-Day Return Policy
We accept returns within 30 days of delivery.
To be eligible for a return:
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The item must be unused and in its original condition.
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The item must be returned with its original packaging.
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All included accessories, if applicable, must also be returned.
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The item must not show signs of wear, damage, scratches, modification, or misuse.
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Proof of purchase or your order number must be provided.
Items that have been used, damaged, altered, or returned without the original packaging may not be eligible for a refund.
How to Request a Return
Before sending your return, please email:
Please include:
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Your order number
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The item(s) you would like to return
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The reason for your return
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Photos of the product and packaging if requested
Once your return request is approved, our customer service team will provide you with the correct return instructions and return address.
Please do not send your return to the address shown on the original shipping package unless instructed by our customer service team.
Return Shipping Costs
For returns that are not caused by a product defect, damage, or an incorrect item being sent, the customer is responsible for return shipping costs.
Return shipping fees are non-refundable.
We recommend using a trackable shipping service. Mocaco Phone Case is not responsible for returned packages that are lost or damaged during return transportation.
Cash-on-delivery returns may be refused.
After shipping your return, please provide the tracking number to:
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at:
Please include:
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Your order number
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A description of the issue
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Clear photos or videos showing the product and the problem
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Photos of the packaging, if applicable
Once we verify the issue, we will provide an appropriate solution, which may include a replacement or refund depending on the circumstances.
Do not discard the damaged or incorrect product or its packaging until our customer service team has completed the review.
Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days for the refund to be processed after approval.
Your bank, credit card company, or payment provider may require additional time before the refund appears in your account.
Original shipping charges and return shipping costs are generally non-refundable unless the return is caused by an error on our part or a verified defective product.
Late or Missing Refunds
If your refund has been approved but you have not received it yet:
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Check your bank or payment account again.
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Contact your credit card company or payment provider, as processing times may vary.
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Contact your bank, as additional processing time may be required.
If you have completed these steps and still have not received your refund, please contact us at:
Returns We May Refuse
We reserve the right to refuse a return or refund if:
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The return request is made more than 30 days after delivery.
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The item has been used, worn, damaged, altered, or misused.
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The item is not returned in its original condition or packaging.
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Parts or accessories are missing.
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Damage was caused by improper use, accidents, unauthorized modifications, or normal wear and tear.
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The item was not purchased directly from Mocaco Phone Case.
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Valid proof of purchase cannot be provided.
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The returned product does not match the product originally purchased.
Contact Us
If you have any questions about returns, refunds, damaged items, or cancellations, please contact our customer service team:
Mocaco Phone Case
Email: support@mocacophonecase.com