Last Revision Date: August 9th, 2025

We hope you love your MOKARA pieces, but if for any reason you're not satisfied, we’re happy to offer a refund, exchange or store credit for return requests submitted to us within 15 days of receiving your order.


ELIGIBILITY FOR RETURN:

• Return requests must be submitted by email within 15 days of receiving your order.
  
  
• Items must be in new, unused condition with all original packaging included & no signs of use or wear.
  
  
• Please note, any items that appear used or missing items or original packaging may not be eligible for return.
  
  
• INTERNATIONAL: Due to the heavy nature and shipping economics of our products, we do not offer international returns or product exchanges (for products shipped outside the contiguous United States).
  
  

HOW TO START A RETURN OR EXCHANGE:

Please email our team at support@mokaralife.com within 15 days of receiving your item(s). Please include your order number & refund/exchange request in the subject line. Please include your reason for return in the body of the email, along with any photos if there is an issue with the items received. Please allow up to 48 business hours mon-fri for our team to respond.

We will then notify you with next steps instructions.

Please note, MOKARA reserves the right to refuse a return on any items received back in unsatisfactory condition.

YOUR OPTIONS:

1. REFUND TO ORIGINAL PAYMENT METHOD:

• We will gladly process a cash refund back to your original payment method (once we receive your products back and complete our inspection).
  
  
• Outbound shipping (including “free” shipping) will be deducted from your refund.
  
  
• Return shipping and a restocking/processing fee will also be deducted from your refund.
  
  

2. STORE CREDIT:

• Receive the full value of your returned item(s) as Mokara store credit, with no shipping deductions.
  
  
• Store credit never expires and can be used toward any future purchase.
  
  
• Store credit codes are non-refundable & cannot be redeemed for cash.
  
  
• Please allow 3-5 days for your credit to be processed and displayed in your account.
  
  

3. EXCHANGE:

• Exchanges are always free.
  
  
• We cover both your return shipping and the outbound shipping of your replacement product (for orders placed in the contiguous United States).
  
  

Please email support@mokaralife.com to initiate a return, exchange, or to report receipt of damaged products. 

All return shipments must be initiated within 15 days of return / exchange approval. 

RESTOCKING, SHIPPING & RETURN COSTS

We’re happy to offer refunds, but because our products are large, heavy, and carefully packed, there are a few costs we need to recover. Here’s how it works:

• Restocking Fee of 10% – A small restocking/processing fee will be deducted from your refund to cover the cost of your order fulfillment, picking & packing, and careful inspection upon return.
  
  
• Outbound Shipping Recovery – If your order shipped with free shipping, the actual outbound shipping cost we paid to get it to you will be deducted from your refund. This helps us keep offering free shipping upfront.
  
  
• Return Shipping – For refunds (not exchanges), the cost of the return label will be deducted from your refund. For exchanges, we cover both the return shipping and the outbound shipping of your replacement.
  

We’re all about transparency, so all deductions will be clearly itemized in your return confirmation email.

INTERNATIONAL ORDERS

Due to the heavy nature and shipping economics of our products, we do not offer international returns or product exchanges for unopened, unused packages. We do offer exchanges / replacements with pre-paid round trip shipping for any international orders that arrive damaged. 

DAMAGED PRODUCTS

If for any reason your item(s) arrive to you damaged or incomplete, please email support@mokaralife.com within 72 hours of receipt with your order number and clear photos of the damaged item(s). We’ll work closely with you to resolve any issues as soon as possible & will provide free roundtrip shipping for any item(s) confirmed damaged & eligible for exchange (for both Domestic US & International customers). 

CONTACT US

If you have any further questions about this policy, please contact us at support@mokaralife.com