Refund policy

We hope you are happy with your purchase from Mokki. If something did not work out, you may return the item within your statutory right of withdrawal of 14 days after delivery. In addition, Mokki offers an extended return period of up to 30 days, subject to the conditions described below.

1. Statutory right of withdrawal (14 days)

As a consumer, you have the right to withdraw from your purchase within 14 days from the day you receive your order.

• You must notify us within 14 days if you wish to exercise your right of withdrawal.
• The item must then be returned without undue delay, and no later than 14 days after you informed us that you wish to withdraw from the purchase.
• You may inspect the item in the same way you would in a physical store, in order to assess its nature, characteristics and function.
• If the item has been used or handled beyond this, we may make a deduction for any documented loss in value.

2. Mokki’s extended return period (15–30 days)

In addition to the statutory right of withdrawal, Mokki offers a voluntary extended return period from day 15 to day 30 after delivery.

• Products must be unused and returned in their original, unopened packaging.
• Returns made during this voluntary extended return period will be refunded subject to a 5% return fee / restocking fee.
• This fee applies only to the voluntary extended return period, and not to the statutory 14-day right of withdrawal.
• We do not offer exchanges. If you would like a different item, please place a new order.

What if there is a problem with my order?

If the item is defective, damaged in transit, or if you received the wrong or a missing item, please contact us as soon as possible at support@mokki.com. Please include photos of the item and the packaging.

Who pays for the return?

Returns from Norway

We offer a return label for 100 NOK. If you use our return label, this amount will be deducted from your refund. If you choose to return the item using your own shipping method, you are responsible for the return shipping cost yourself.

How to make a return

From Norway

1. Click here to register your return and follow the steps.
2. You will receive a return label by email (this must be printed).
3. Pack the items securely, preferably in the original packaging, and include the packing slip or order confirmation.
4. Attach the return label to the parcel and hand it in at your local post office.
5. Once the return has been received and approved, we will refund the amount in accordance with the terms above.
6. You will receive an email confirmation once the refund has been completed.

Please note: If you wish to return the parcel using your own shipping method from Norway, please send it to:

Mokki AS
Tvetenveien 158
0671 Oslo
Norway

You are responsible for the parcel and the risk of loss or damage during the return shipment until it has been received at our warehouse. We therefore recommend using a tracked and insured shipping service.

International returns (outside Norway)

We do not offer a return portal for international orders. International customers must arrange and pay for return shipping themselves.

Returns must be sent to our warehouse partner in Germany:

MOODJA GmbH
Leipziger Straße 20
14612 Falkensee (Berlin)
Germany

Important: Please include your order confirmation / packing slip inside the parcel so that the warehouse can identify your return.

Responsibility for the return shipment: You are responsible for the parcel and the risk of loss or damage during the return shipment until it has been received at our warehouse. We therefore recommend using a tracked and insured shipping service.

Customs, duties and taxes: Any customs duties and taxes paid are non-refundable. The customer is responsible for any customs-related fees or charges connected to the return. If a return results in import charges for us, these may be deducted from the refund.

Transport liability:

• When delivering to you, Mokki is responsible for loss or damage that occurs during transport until the item has been delivered.
• For returns, you are responsible for the parcel until it has been received at our warehouse.

Refunds

Once our warehouse partner (Moodja) has received and inspected the return, we will process the refund.

• Returns within the statutory right of withdrawal (14 days): Approved returns will be refunded to the original payment method. If you used our Norwegian return label, 100 NOK will be deducted from the refund. If the item has been handled beyond what is necessary to establish its nature, characteristics and function, we may make a deduction for documented loss in value.
• Returns during the voluntary extended return period (days 15–30): Approved returns will be refunded to the original payment method minus a 5% restocking fee. If you used our Norwegian return label, 100 NOK will also be deducted from the refund.

International returns (outside Norway)

1. Arrange the return shipment using a carrier of your choice.
2. Pack the items securely, preferably in the original packaging.
3. Include your order confirmation / packing slip inside the parcel.
4. Send the parcel to:
   
   
   MOODJA GmbH
   Leipziger Straße 20
   14612 Falkensee (Berlin)
   Germany
5. Once the return has been received and approved, we will refund the value of the returned items in accordance with the terms above. Shipping costs, customs duties and taxes are non-refundable.
6. You will receive an email confirmation once the refund has been completed.