Refund policy

We offer a 14-day return policy. You may request for a return within 14 days of receiving your item(s).

To be eligible, items must be in the same condition in which they were received—unused, undamaged, and in their original packaging. Proof of purchase is required.

To initiate a return, please contact us at hello@mokakanai.com. Approved returns must be shipped to the following address:

MOKA By Moka Kanai, 14 Hanover Square, London, W1S 1HN.

If your return is accepted, please ensure that the return slip included in your parcel is fully completed and enclosed. All items must be securely packaged to prevent damage during transit. Returns sent without prior authorisation will not be accepted.

Please note that return shipping and packaging costs are the responsibility of the customer. We are not liable for items lost or damaged during return transit, and we recommend using a tracked or recorded delivery service.

For any return-related inquiries, please contact us at hello@mokakanai.com.

DAMAGES AND ISSUES
Please ensure to inspect your order upon arrival. If any item(s) is defective, damaged, or received the wrong item, please contact us within 72 hours so that we can investigate and resolve the issue promptly.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain items cannot be returned, including all liquids (Gel Remover, MOKA Flexible Adhesive and MOKA Pre-Treatment), and all tweezers.

If you have questions about the eligibility of a specific item, please contact us at hello@mokakanai.com.

Sale items are not eligible for return.

EXCHANGES
To request an exchange, please contact us to request a return. Once the return is approved, you may place a separate order for the new item. 

 

CANCELLATION OF ORDERS
We aim to dispatch orders as quickly as possible. For this reason, once an order is placed, we are unable to cancel it, make changes, or add extra items.

If delivery attempts fail due to reasons not attributable to the courier (e.g., incorrect address or the recipient not being available) and the parcel is subsequently returned to us, shipping costs will not be refunded. Additionally, the return courier fee will be deducted from any applicable refund. If you request the item to be re-sent, a new shipping charge will apply.

EUROPEAN UNION 14-DAY COOLING OFF PERIOD
For orders shipped to the European Union, you are entitled to cancel or return your order within 14 days for any reason, without providing justification.

As above, items must be returned in their original condition—unused, undamaged, and in their original packaging—and accompanied by proof of purchase.

REFUNDS
We will notify you once your return has been received and inspected. You will then be informed whether your refund has been approved. If approved, a refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card processing times may vary.

If more than 15 business days have passed since your refund was approved and you have not yet received it, please contact us at hello@mokakanai.com.