At Mokanya Marketing, your satisfaction is our top priority. We take great pride in the quality and craftsmanship of every product we offer, and we want you to feel completely confident in every purchase you make with us. If for any reason you are not entirely satisfied with your order, we are committed to making the experience as smooth and stress-free as possible.
Please read our Return & Refund Policy carefully before making a purchase, as it outlines your rights and our procedures in full detail.
1. Return Window
We accept returns within 30 days of the delivery date. To be eligible, your return request must be initiated within this 30-day window by contacting our customer support team.
We are unable to accept return requests made after 30 days from the confirmed delivery date, so we encourage you to inspect your order as soon as it arrives and reach out to us promptly if there is any issue.
2. How to Initiate a Return
To start a return, please contact us at support@mokanyamarketing.website within 30 days of delivery. Do not send your item back without first receiving approval and instructions from our team, as unauthorized returns may not be accepted.
When contacting us, please include the following information to help us process your request quickly:
- Your full name and order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item (required for damaged, defective, or incorrect items)
Once we review your request, we will respond within 1–3 business days with return instructions, including the correct return shipping address. All returns must be sent by mail to the address we provide.
3. Item Condition Requirements
To qualify for a return and refund, all items must meet the following conditions at the time they are received back by us:
- The item must be unused and in its original, unaltered condition
- The item must be returned in its original packaging, including all boxes, inserts, tissue paper, or protective wrapping
- All accessories, tags, protective cases, and cleaning cloths included with the original order must be returned
- The item must be free from any signs of wear, scratches, stains, odors, or physical damage caused by the customer
- The item must not have been altered, modified, or repaired in any way
We reserve the right to refuse a refund or offer only a partial refund if the returned item does not meet these conditions upon inspection. In such cases, we will notify you and, where applicable, return the item to you at your expense.
4. Return Shipping Fees
Customer Remorse (Change of Mind)
If you are returning an item because you changed your mind, ordered the wrong style or color, or simply no longer want the item, return shipping costs are the responsibility of the customer. Original shipping fees paid at checkout are non-refundable.
We recommend using a trackable shipping method for your return, as we cannot be held responsible for items lost or damaged in transit back to us. Return shipping insurance is also recommended for higher-value items.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if you received the wrong item entirely, please contact us at support@mokanyamarketing.website within 7 days of delivery with the following:
- A clear description of the issue
- Photos clearly showing the damage, defect, or incorrect item
- Your order number
Once your claim is reviewed and verified by our team, we will arrange a replacement or full refund and cover all associated return shipping costs at no expense to you. We are committed to making this right as quickly as possible.
5. Restocking Fees
We do not charge any restocking fees on eligible returns. The full approved refund amount will be returned to you without any deductions for restocking, provided the item is returned in its original condition as described above.
6. Refund Processing
Once we receive your returned item, our team will inspect it within 3–5 business days of receipt. You will be notified by email regarding the outcome of your return inspection — whether your refund has been approved, partially approved, or rejected.
If your refund is approved:
- Your refund will be processed to your original payment method within 10 business days of approval
- Depending on your bank or payment provider, it may take additional time for the funds to appear in your account
- You will receive an email confirmation once your refund has been issued
If your refund is partially approved:
- We will notify you of the reason and the partial refund amount before processing
- This typically applies when items are returned in a condition that does not fully meet our return requirements
If your refund is rejected:
- We will notify you with a clear explanation
- You may have the option to have the item returned to you at your own shipping expense
Please note that original shipping charges are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).
7. Exchanges
If you would like to exchange an item for a different style, size, or color, please contact us at support@mokanyamarketing.website and let us know what you are looking for. Exchanges are subject to product availability.
In most cases, the easiest way to exchange an item is to return the original for a refund and place a new order for the item you want. Our team will guide you through the process and do our best to accommodate your request.
8. Lost or Delayed Packages
If your order has not arrived within the estimated delivery window, please first check your tracking information before contacting us. If your package appears to be lost or significantly delayed, reach out to us at support@mokanyamarketing.website and we will work with the carrier to investigate and resolve the issue as quickly as possible.
Please note that once an order is handed over to the shipping carrier, delivery timelines are outside of our direct control. However, we will do everything we can to assist you.
9. Cancellations
If you need to cancel an order, please contact us as soon as possible at support@mokanyamarketing.website. We process orders quickly, and while we will do our best to accommodate cancellation requests, we cannot guarantee that an order can be cancelled once it has been processed or shipped.
If your order has already shipped at the time of your cancellation request, you will need to follow the standard return process once the item is delivered.
10. Non-Returnable Items
The following items are not eligible for return or refund under any circumstances:
- Items that have been used, worn, or washed
- Items that have been damaged by the customer through misuse, negligence, or improper care
- Items missing original packaging, accessories, tags, or components
- Items marked as Final Sale at the time of purchase
- Items returned without prior approval from our support team
- Items returned outside the 30-day return window
If you have a question about whether a specific item qualifies for a return before purchasing, please reach out to us and we will be happy to clarify.
11. Our Commitment to You
At Mokanya Marketing, we believe that every customer deserves a positive, worry-free shopping experience. Our team is here to support you every step of the way — from browsing our collection to after your order arrives at your door. If something isn’t right, we want to know about it and we want to fix it.
We appreciate your trust in Mokanya and we are grateful for your business.
12. Contact Information
If you have any questions about our Return & Refund Policy or need assistance with a return, please don’t hesitate to get in touch with us through any of the following:
Business Name: Mokanya Marketing
Business Email: support@mokanyamarketing.website
Business Hours: 9:00 AM – 6:00 PM CST (Monday – Friday)
Business Address: 315 Young St, Columbia, KY 42728, United States
Phone: +1 281 670 4490
We aim to respond to all inquiries within 1–2 business days. For the fastest response, please include your order number in your message.
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